We want to make sure that everyone using PLANOLY knows their way around our tools and has access to helpful information should an issue arise. Here are the answers to frequently asked questions from our incredible support team.

You can also search for answers to all your questions through our Knowledge Base.

Why isn't my content auto-posting?

This may be due to one of three reasons.

#1 You haven't enabled auto-post. Our full tutorial can be found here.

From the Web Dashboard, follow these steps to do so:

• Click on “my profile” in the top right corner

• Scroll to “Managed Social Account”

• Select “activate” to enable auto-post

• Follow the prompted steps to authenticate with Facebook

• Repeat the steps above for each Instagram account to enable auto-post

#2 Facebook has expired your authorization token. You'll need to re-authenticate your account.

#3 Your content isn’t eligible for auto-post due to restrictions set by Instagram. If this is the issue, you'll get a red error message when scheduling viewable just under the scheduled time and date. You can check if your images are set to auto-post by locating the white paper airplane in the top left corner of the image's thumbnail when looking at your grid. Certain types of content including Stories, Carousels with videos & Reels are ineligible for auto-post. You will also need to confirm that your post is cropped to an auto-post eligible size - 1:1 or 4:5.

More on Auto-Posting

Auto-Post to Facebook: If you don’t currently share to your Facebook page, this is an effortless way to get more exposure to your Instagram profile and content on Facebook. One important factor to remember with this feature is that it’s only accessible for Paid PLANOLY Users. If you’re currently on the free plan and are interested in trying out the Auto Post to Facebook feature, now might be a good time to upgrade your plan or take advantage of our free 7-day trial!

Auto-Post to Twitter: PLANOLY’s share to Twitter feature helps you save time when sharing Instagram content to Twitter by enabling you to share to Twitter directly from your PLANOLY account! It essentially works just like our ‘share to Facebook’ feature, but now with the addition of the Twitter Toggle for a simple and seamless content flow.

For more, here's our step-by-step guide on enabling and scheduling to auto-post on PLANOLY’s Mobile App or Web Dashboard.

Why aren't my Stories and Reels auto-posting to Instagram?

Although PLANOLY is an official Instagram partner, Instagram sets certain limitations on what we can and cannot do. Among those current limitations are auto-posting Reels and Stories. Unfortunately, we have no control over this feature and hope this changes in the future. If and when Instagram lifts those restrictions, we'll be the first to offer that feature! For now, you can turn on notifications and be alerted via our Mobile App when it’s time to post something that’s ineligible for auto-post. We’ve created a seamless process for copying your Reel or Story from PLANOLY to Instagram, so it’s easy to post on the go. To learn more about planning Reels and Stories, visit our help guide.

Why is my Instagram Account not linking to PLANOLY?

There are a few different reasons why this issue could occur. As a general rule of thumb, you can combat any linking issues by following the steps below on your web browser:

1. Log into your PLANOLY Web Dashboard (www.planoly.com)
2. Log into your account (EMAIL@ADDRESS.COM)
3. Click on “My Profile” from the top right corner, and scroll down to Managed Social Profiles
4. Click on “Add Instagram Account” or “Add Pinterest Account”
5. Follow the steps in the pop-up window to finish linking

For additional troubleshooting, check out our help guide here.

How do I schedule a split image?

Easily split and arrange the images on your Instagram grid by using our Splitter Tool. This feature is only available on our Mobile App. It’s a great way of announcing how you showcase upcoming partnerships, collaborations, big company announcements, or exciting product launches. The Splitter Tool makes it easy to split images uploaded to PLANOLY from your phone. You have the option of splitting an image into two, three, four, six, or nine separate tiles.

When scheduling an image grid, it's important to schedule them at least 1-2 minutes apart in order. If you don't space out the times, Instagram won't be able to decipher the order of the images scheduled. In turn, they won't post in the proper order. Here's everything you need to know to use our Splitter Tool on the PLANOLY Mobile App.

Why isn't my content posting to Facebook?

Only auto-posted Instagram content is eligible to be directly posted to a linked Facebook Business Page. You'll need to enable auto-post to Facebook on your profile page in the “Managed Social Accounts” section. When you go to schedule an Instagram post, make sure to toggle on the “auto-post to Facebook”. With a paid plan, you can edit your caption & image for Facebook specifically. Confirm your Facebook image is cropped to a size eligible for auto-post - 1:1 or 4:5. Here's more on auto-posting your Instagram content to Facebook.

How can I set up a custom plan?

All of our paid plans are able to be customized. You can add additional social sets or users to your PLANOLY plan. A social set consists of 4 social profiles - Instagram, Pinterest, Facebook & Twitter. A user is someone with a login to PLANOLY who can access your account to help plan, manage and schedule content. Visit our pricing page for more details.

How do I get to the Hashtag Manager?

There are two ways to access our Hashtag Manager. First, you can use the Mobile App - click on the profile image on the bottom right corner, click on the settings tab, click Hashtags and add or remove Hashtag groups. You can also access Hashtag Manager through the Schedule View Screen on Web or the Mobile App. This screen shows the hashtag (#) icon below your image or video and caption. Here's everything you need to know about accessing, enabling, and utilizing PLANOLY's Hashtag Manager.  

We hope our frequently asked questions recap helps with any concerns you've had regarding PLANOLY products and services. If you have additional questions not mentioned here, please reach out! You can also search for more commonly asked questions via our Knowledge Base.