When something goes wrong
Most of what looks like a fault in Soclo is one of four things: a connection that has expired, a purchase that has not been matched to your account yet, a permission the phone has not granted, or a message that is telling you something true rather than reporting a failure. This is what each one means in the app's own words, and what to do.
Start here: what kind of problem is it?
- Something did not publish → connections, below.
- Something you paid for is missing → purchases and credits.
- The app cannot see your photos or camera → permissions.
- Figures look wrong, old or blank → data that is honest rather than broken.
- You cannot get in at all → account and sign-in.
Connections that have expired
This is the most common category by a wide margin, and it is not a bug.
Soclo never holds your social password. When you connect an account, the platform hands back a permission token, and tokens expire by design. They are also revoked by a password change, a switch between personal and business account types, or losing an admin role on a Page.
So a connection that worked in March can stop working in September with nothing broken. Tap to reconnect; it takes under a minute, and your posts, schedule and Brand Kit are untouched.
When a connection has lapsed, Soclo states the consequence plainly rather than failing quietly: it can no longer post, run ads or read analytics for that account until you reconnect.
Messages that mean "reconnect"
- "Couldn't cancel" / "Couldn't reschedule — reconnect your accounts and try again." Changing a scheduled post requires talking to the platform, so an expired connection blocks the change as well as the post.
- "Connect an account first." Nothing is connected yet for that destination.
- "Connection closed — if you finished the sign-in, it will appear below in a moment." Not a failure. The sign-in window shut before Soclo was told the outcome; wait a few seconds and check the list before starting again, or you may connect twice.
Posts that only partly worked
Each destination publishes separately, so one failing does not stop the others. That is deliberate — a lapsed Instagram connection should not cost you the Facebook post.
It does mean the fix is selective. Reconnect the platform that failed, then publish again only to the destinations that failed. Publishing the whole thing again posts twice to the ones that worked.
This message is unusual and worth understanding: Soclo is telling you it does not know the outcome, rather than reporting a success it cannot verify. Check the platform itself. If the post published, delete it there.
The same principle applies to "Removed from this list — if it already posted, it stays live; delete it on the platform if needed." Removing something from Soclo never reaches into a platform to unpublish it.
"Add a photo or video"
Not a fault — a rule. Every Soclo post goes out with a picture or a video. If you want to publish text on its own, do that on the platform directly.
Purchases and credits
Store confirmations occasionally arrive late. In order:
- Check which account you are signed into. A purchase attaches to a Soclo account and cannot attach to one you are not in — which is why the app asks you to sign in before restoring.
- Tap Restore on the plan screen. That asks the store directly rather than waiting to be told.
- Read the answer carefully. "Couldn't restore — we couldn't reach the store" is a connection problem, so try again. "No purchases to restore" means the store answered and found nothing under that account — usually a different Apple ID or Google account than the one used to buy.
- Still missing after a few minutes? Email [email protected] with the store receipt. That receipt settles it fastest.
"Out of credits" is exactly what it says. Note that publishing your own posts and scheduling cost nothing at all — credits are only spent when Soclo generates something. How credits work covers what spends them, and managing your subscription covers topping up.
Permissions on the phone
"Permission needed — allow photo library access in Settings" and "Camera access denied — enable camera in Settings" are your phone's decision rather than Soclo's, so they are fixed in the phone's own settings for the Soclo app. On iOS, allowing only selected photos means Soclo genuinely cannot see the rest — if a picture is missing, that is usually why.
Messages that are not errors
Several messages exist to stop you acting on something misleading, which reads as an error and is the opposite.
- "Brand Kit is refreshing" / "Brand Kit changed accounts." Nothing changed, deliberately. Rather than write your edit into a half-loaded or different account's Brand Kit, Soclo stops and asks you to refresh. Wait for it to finish, then repeat the change.
- "Account changed — open account settings again, then retry." The signed-in account moved underneath the screen you were on. Reopen it so the action applies to the account you meant.
- "Already on it — this one is already being made, nothing extra was charged." A duplicate press was absorbed. You have not been charged twice.
- "Saved here — not your library yet." The file is on the device but did not reach your cloud library. Tap Save or Create post to keep it, otherwise it exists only on this phone.
Figures that look wrong
Results are deliberately conservative, and knowing the rules stops you misreading them:
- Anything Soclo could not read is left blank. No missing figure is turned into a zero, because "we don't know" and "it was nothing" are different facts.
- Old platform data is shown with its age rather than presented as a fresh-sounding verdict.
- "Some sources couldn't refresh" / "You're offline" tell you the figures on screen are not current, rather than quietly showing stale ones as though they were.
Empty areas stay quiet until data arrives. A blank section usually means a source is not connected rather than that something failed.
Account and sign-in
- Check which method this account uses — Apple, Google, or an email and password. Most "I can't get in" cases are a password being tried on an account that signs in with Apple. The account security screen states which one.
- "Account deletion is unavailable" / "Open account settings again, then retry." The deletion did not complete, and the app says so rather than reporting a success that did not happen. If it keeps failing, email [email protected].
- Deleting your account does not cancel your subscription. Cancel in your device settings first — see managing your subscription.
"Needs an app update"
A few messages — for example that scheduling or rescheduling "needs an app update, this build is missing the date picker" — mean the version installed predates the feature. Update from the App Store or Play Store rather than looking for a setting.
When to email us
Reconnecting, restoring and updating cover most things. Email [email protected] when a purchase is missing after a restore and a few minutes, when the same publish fails after a fresh reconnection, or when deletion keeps failing. Include what the screen said, word for word — the exact message narrows it faster than a description of it.
Where to go next
Connecting your accounts explains what a connection is and why it lapses. Publishing your first post covers reading a partial success. What Soclo will never do covers the boundaries that hold even when something has gone wrong.
Common questions
Why does Soclo say my access expired?
Because it did, and that is normal. Platforms issue Soclo a permission token rather than a password, and tokens expire by design. They are also revoked by a password change, an account-type change, or losing an admin role on a Page. Reconnecting takes under a minute and nothing is lost.
A post went out on some platforms but not others. What happened?
Each destination is published separately, so one failing does not stop the rest. The usual cause is that one connection has lapsed while the others are fine. Reconnect that platform and publish again to the destinations that failed — not to the ones that already worked, or you will post twice.
I removed a scheduled post but it still went out.
If Soclo could not reach the platform to cancel it, it says so rather than claiming success — “we couldn’t cancel the original scheduled post, it may still go out”. Check the platform itself and delete it there if it published.
Why can I not publish a caption on its own?
Every Soclo post goes out with a picture or a video. If you want to publish text alone, that has to be done on the platform directly.
My purchase has not appeared.
Check you are signed in to the same Soclo account you bought on, then tap Restore on the plan screen. “Couldn’t restore” means the store could not be reached; “No purchases to restore” means the store answered and found nothing under that account — usually a different Apple ID or Google account.
Soclo says scheduling needs an app update.
The build you are on is missing the date picker. Update the app from the App Store or Play Store and it returns.
Nothing is loading and figures look stale.
Soclo distinguishes offline, a source that could not refresh, and data that is simply old — and it shows the age rather than presenting an old platform report as a fresh verdict. Anything it could not read is left blank rather than shown as zero.
Still stuck? Tell us the screen or address, what you expected and what happened. Never send a password, verification code or full card details.
Email Soclo support →