Troubleshooting common problems

"Reconnect …" on a failed post

The network rejected the stored credentials. LinkedIn access lasts 60 days, Pinterest refresh tokens 60 days, and any network's access ends if you revoke PlanSend on their side.

1. Open Brands & channels and start the same connect flow again. This is a reconnect, so it does not use another channel slot.
2. Open the failed post and schedule it again. The approved revision is kept, so no new review is needed.

Watch the calendar's channel health strip: Expiring soon means you have seven days or fewer, and reconnecting then avoids the failure entirely.

Instagram rejects the image ratio

Instagram accepts images between 0.8:1 and 1.91:1. The message names the file and its pixel size, for example Instagram image 1 is 1080×1920; crop it to an aspect ratio between 0.8:1 and 1.91:1.

• Portrait 4:5 — 1080 × 1350. The safest choice for the feed.
• Square 1:1 — 1080 × 1080.
• Landscape 1.91:1 — 1080 × 566.

PlanSend does not crop for you, so the file you upload is the file that publishes. Also remember that Instagram needs at least one image or video, that images and video cannot be mixed in one post, and that a video must be between 3 seconds and 15 minutes.

Missing permissions while a network reviews our app

Facebook, Instagram and Threads publishing is only opened to everybody once Meta finishes reviewing our application and verifies the business. Until then, only accounts we have added as testers can grant those permissions, so a connection may be refused for a permissions reason even though everything on your side is correct.

• If a connect flow refuses with a permissions error, email [email protected] with the account and we will tell you exactly where the review stands.
• Check the Page as well: you have to be an admin of it, and an Instagram account must be a professional account linked to that Page.
• Bluesky and Mastodon need no approval from anyone and work today, if you need something publishing straight away.

A post will not schedule

Two causes:

• It is not approved. Editing a post after approval clears it. Request a new review; the reviewer sees the new revision.
• A network's rules are broken. The message names the channel and the problem — text over the limit, missing media, too many hashtags, an image that is too large for Bluesky. Fix that channel's version, or untick the channel.

Scheduled times must also be in the future in the brand's time zone. Check the zone next to the field if a time you expect to be valid is refused.

A post is stuck at "check network first"

PlanSend sent the post but never learned whether it worked, so it will not retry: retrying could publish it twice. Open the account, look for the post, and then either use Retry if it is not there or leave it and cancel the schedule if it is.

A review link does not work

• Review links last seven days. After that, create a new one from the post.
• Editing the post revokes its links on purpose. Create a new one after an edit.
• Creating a second link for the same post cancels the first. Send the newest one.
• If your reviewer sees a passcode prompt, the passcode was never emailed to them; send it separately.

An invitation is refused

Invitations must be accepted with the exact Google address you invited, within seven days, and only once. If the person uses a different address, remove the invitation and send a new one to the address they actually sign in with. If editor seats are full, invite them as a reviewer, which is free on every plan.

Still stuck

Email [email protected] with the brand name, the post link and what you expected to happen. Include the exact message you saw; every PlanSend error names the channel and the reason, and that is usually enough for us to answer straight away.