Introduction

Lofty employs access tokens, provided by the respective networks, to link with your social accounts. When these tokens expire or become invalid, your social media accounts will disconnect and must be reconnected. This generates a new token.

Each social network has its own security policies. If certain actions are detected on an account, the network may expire its token, disconnecting the account from Lofty.

Like other third-party partners, Lofty adheres to these security measures. Often, these are more strict than what you encounter on the social network itself. Disconnections might be frustrating but they're enacted to ensure your protection.

Summary

• Connecting Your Social Accounts
• Facebook Page Not Found
• Instagram Account Not Found
• Wrong Facebook Account or Page Appears
• Google Business Profile Shows “No Accounts Found”
• LinkedIn Company Pages
• Authentication Expired
• Connected, but Posting Fails with a Permission Error
• Token Expiration

If you are connecting a social account for the first time, make sure it meets the requirements below before troubleshooting.

Social accounts used for publishing should be connected from:

Marketing > Social Studio > Settings > Social Channels > + Add

If you successfully sign in to Facebook but Lofty shows:

“We were unable to find any Facebook Pages connected to this account.”

or

“We're unable to find a Facebook connected to this account.”

check the following:

A personal Facebook profile is not a Facebook Page. This also applies to personal profiles using Professional Mode.

If you do not have a Page yet, create one on Facebook before reconnecting it to Lofty.

 

For Lofty to connect the Page, use a Facebook account with Admin / Full Control access.

 

Editor-level access may allow you to publish directly on Facebook but will not allow the Page to appear in Lofty's connection flow — the connection requests business-level permissions that Editor access cannot grant.

If your access comes through another parent Page or business structure, confirm that your account has direct access to the Page you want to connect.

During Facebook authorization, review which Pages are being shared with Lofty and make sure the Page you want to connect is selected.

If Facebook reuses a previous authorization instead of showing the Page-selection step, choose the option to edit your previous settings and confirm that the correct Page and requested permissions are enabled.

 

If you previously authorized Lofty with different Page settings, Facebook may reuse the existing authorization.

In Facebook, go to:

Settings & Privacy > Settings > Business Integrations

Find Lofty and select View and edit to review the Pages and permissions currently shared.

If needed, remove the Lofty integration completely and reconnect Facebook from Social Studio > Social Channels.

If your Instagram account does not appear during connection:

1. Confirm that the Instagram account is a Business account supported by Lofty.

2. Confirm that it is linked to the Facebook Page you are authorizing.

3. Make sure the Facebook account used during authorization has the required access to that Page.

4. Reconnect Instagram from Social Channels and approve all requested permissions.

Instagram authorization in Lofty's current connection flow is handled through Meta/Facebook, so seeing a Facebook authorization window is expected.

Facebook may reuse the account that is already signed in to your browser.

If the wrong account or Page appears:

1. Log out of Facebook in your browser.

2. Return to Lofty and start the connection again.

3. Sign in with the Facebook account that manages the Page you want.

4. Select the correct Page during authorization.

Using a private/incognito browser window can also help if Facebook continues to reuse the wrong login.

If no Business Profile appears during connection:

1. Make sure you selected the correct Google account.

2. Confirm that the Google account manages the Business Profile you want to connect.

3. Confirm that the Business Profile has completed Google's required setup and verification.

4. Reconnect and approve the requested business-management permissions.

If you use multiple Google accounts, try reconnecting from a private/incognito window so you can choose the correct account explicitly.

Lofty's LinkedIn connection publishes to your personal LinkedIn profile. Connecting a LinkedIn Company Page is not supported by the current connection flow, and a Company Page will not appear in the connection window regardless of your admin role on that Page.

To post to LinkedIn through Lofty, connect the personal profile you want to post from. If Company Page publishing is important to your business, please let our Support Team know — feedback helps us prioritize future improvements.

Social media connections may expire or be revoked by the social platform.

You may see:

“Authentication expired — please reconnect.”

You may also receive a failed-post notification if Social Studio can no longer publish through that connection.

A connection may need to be refreshed after:

• Your social media password changes.

• The platform requires a security check.

• Lofty's authorization is removed from your social account.

• Your access to the connected Page changes.

• The authorization token expires or is revoked.

To restore the connection:

1. Go to Marketing > Social Studio > Settings > Social Channels.

2. Find the affected channel.

3. Select Reconnect or Refresh.

4. Sign in again and approve the requested permissions.

Reconnecting restores publishing for future posts. Posts that already failed while the account was disconnected are not automatically republished, so review your Planner and reschedule them if needed.

If your account appears connected but publishing fails with an error such as:

“(#10) Application does not have permission for this action”

the connection may be missing one or more permissions required by Lofty.

For Facebook or Instagram:

1. Go to Facebook > Settings & Privacy > Settings > Business Integrations.

2. Find Lofty.

3. Review the Pages and permissions granted to Lofty.

4. If the permissions are incomplete, remove the integration.

5. In Lofty, remove the affected channel from Social Channels.

6. Connect the account again.

7. During authorization, select the correct Page and approve all requested permissions.

Lofty relies on settings you maintain in each social network. Making changes in a social network, such as Twitter or Instagram, can result in your account disconnecting from Lofty. Here are some changes that cause disconnections:

• Changing your username or password.

  • For example, if you sign in to Facebook and change your password, your Facebook account will disconnect from Lofty.

• Revoking Lofty's access to your social account.

  • Social accounts have settings that list which apps have permission to connect to your social account. Lofty must remain on that list if you want to publish to that social account from Lofty.

  • If you manually revoke Lofty access from the social account settings, your account will disconnect from Lofty.

• If the user who added a social account to Lofty loses their Admin status or access to the page, the account will disconnect from Lofty.

To keep your social account secure, a social network might disconnect the account from Lofty when it identifies certain behaviors. The following behaviors are likely to get flagged and should be avoided as a best practice:

• Using alias usernames that don't appear to be real names.

• Logging in with the same account credentials from different IP addresses. In other words, sharing logins between users or devices.

• Publishing content that gets flagged for copyright violations or other inappropriate content.

Tokens from each social network may have built-in expiration dates, so that access is not granted forever. Disconnection can be expected based on each social network's authentication policy:

• Facebook and Instagram Business: Tokens for these social networks have a 60-day lifespan.

• LinkedIn: Lofty renews LinkedIn access automatically, but the underlying authorization expires after 365 days. Reconnecting annually is necessary to confirm Lofty's access.

• Twitter: This social network does not issue tokens with expiration dates, so it should not need re-authentication.

• Google Business Profile: Access refreshes automatically. Reconnection is only needed if Lofty's access is revoked or posting starts failing.

• YouTube: YouTube shouldn't need re-authentication, since these tokens refresh each time they are used to collect data from the network.

1. Facebook password or security alert:

• Most common reason for disconnection.

• Caused by updating your Facebook password or suspicious login attempts.

• Recommendations:

  • Use your real name on Facebook.

  • Avoid sharing your account credentials.

  • Enable Facebook alerts for unrecognized logins.

2. Facebook access revoked:

• Disconnection occurs if Lofty is removed from authorized connections.

• Revoking access can be a troubleshooting step.

• Be sure you understand consequences before revoking access.

3. Facebook security checkpoint:

• Triggered if Facebook suspects account security compromise.

• Follow provided instructions to complete the security check.

• Clear browser cookies and history if encountering issues.

4. Facebook token expired:

• Disconnection when token reaches expiration date.

• Tokens expire every 60 days for security.

• Regularly reconnect to get a new token.

5. Insufficient Page access:

• You need Admin / Full Control access to connect a Facebook Page.

• Role changes or removal can cause disconnection.

• Ensure Page Admins maintain necessary access.

6. Unconfirmed Facebook account:

• Resolve Facebook issues before reconnecting to Lofty.

7. Lofty lacks Page permissions:

• Lofty missing required permissions for actions.

• Grant all necessary permissions during setup.

• Permissions can be revoked in Facebook settings.

• LinkedIn provides tokens for Lofty to access your account securely.

• Tokens have built-in expiration dates to prevent indefinite access.

• When the authorization expires, your LinkedIn profile disconnects from Lofty.

• The LinkedIn authorization expires every 365 days.

• Reconnecting annually is necessary to confirm Lofty's access.

1. Early token invalidation:

• LinkedIn can invalidate a token before its scheduled expiration — for example after a password change or a security review on your LinkedIn account.

• If posts to LinkedIn start failing, reconnect the channel from Social Channels even if it still shows as connected.

2. LinkedIn Access Revoked:

• Lofty is authorized as a permitted service when linked to LinkedIn.

• If Lofty is removed from LinkedIn's Permitted services, access is revoked, and the LinkedIn account disconnects from Lofty.

• Revoking access can be a troubleshooting step to start fresh before reconnecting.

3. Restricted Profile:

• LinkedIn restricts accounts violating its acceptable use policies.

• Restrictions could be temporary or permanent based on the violation.

• Regain access to resolve the restriction and reconnect with Lofty.

• Don't create multiple accounts if one is restricted; LinkedIn permits only one account per user.

• Follow LinkedIn's Professional Community Policies and User Agreement.

• Spread activity over days if performing numerous actions (e.g., searches, views, requests).

• Test different browsers if unusual activity is detected.

• Review LinkedIn's account security best practices.

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by a chat with us through your Lofty CRM.