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FAQ

Curated FAQ’S are listed here. Try the help widget for comprehensive list of FAQ’S in the Knowledge Bank

What is CloudSocial?

The CloudSocial is a cloud based platform allows you to manage your social media platforms seamlessly and efficiently. You can respond, analyse, listen and publish. Making sure that a single unified interface is available to you to manage and execute your social media strategy. In addition it also has email as a channel for a truly 3600 experience. Given below are the key functionalities of CloudSocial:
  • The Dashboard will provide you an overall view of your Brand’s activity across key parameters.
  • Publish allows you to create or upload posts across channels. With a Calendar feature which gives the flexibility post at different times and repeat posts as per your requirement.
  • The Sentiment Analysis will help you understand what your consumers are saying about the brand and respond appropriately.
  • Using Powerful Reporting and Analytics to get insights to plan your next strategy.
  • We have Round-the-clock support to assist you anytime you need our help.
  • The Omnibox which will allow you to respond to any incoming mentions across all the social media channels available on the platform including email. The workflows will help the team to respond more efficiently.
With us you can also Publish, Listen, Respond and Analyze your Post and Ads.

Help me choose the best pack according to my requirements?

CloudSocial provides you with 3 different packages. You can select the pack which fits your requirements best.

If you are a small businessman or solopreneur then go for Silver,

for Brands we recommend Gold, 

and Platinum for Social, Digital Agencies and Marketing Agencies.

Note: CloudSocial offers a 7-day free trial – a trial you can take without adding your credit card details. Features offered in the trial will be as per the plan you choose.

You can sign up for a free trial now!

Packs and Pricing

Silver Pack

The Silver Pack is best suited for start-ups, SME’s, shops, individuals.

  • The contract/validity for Silver Pack is 30 and 365 days named as Silver 30 or Silver 365.
  • One Brand can be configured in this Pack.
  • Silver pack consists of two roles.
  • Users per role are as follows:
  1. Super Admin – One
  2. Agents – Two

The roles actual name can be renamed with a pseudo name for the specific roles as per the business requirement. However, functionalities will be pre-defined as per the role entitlement.

Gold Pack

The Gold Pack is best suited for brands.
  • The contract/validity for Gold Pack is 30 and 365 days named as Gold 30 or Gold 365.
  • Three Brands can be configured in this Pack.
  • Gold pack consists of six roles. User per role are as follows:
  1. Super Admin – One
  2. Back Office – One
  3. Brand Manager – Three
  4. Marketing – One
  5. Analytics – One
  6. Agents – Three
  7. The roles actual name can be renamed with a pseudo name for the specific roles as per the business requirement. However, functionalities will be pre-defined as per the role entitlement.

Platinum Pack

The Platinum Pack is best suited for social, digital & marketing agencies.
  • The contract/validity for Platinum pack is 30 and 365 days named as Platinum 30 or Platinum 365.
  • Seven Brands can be configured in this Pack.
  • Platinum Pack consists of seven roles. User per role are as follows:
  1. Super Admin – One
  2. Back Office – One
  3. Agency Manager – Two
  4. Analytics – Two
  5. Brand Manager – Seven
  6. Marketing – Seven
  7. Agents – Ten
The roles actual name can be renamed with a pseudo name for the specific roles as per the business requirement. However, functionalities will be pre-defined as per the role entitlement.

Which all social profiles can be managed through CloudSocial?

You can manage your Social Media presence across all these profiles:

Facebook Business Page                  

Facebook Ad Manager

Facebook Messenger        

Facebook Groups

Facebook Profile

Instagram Business Page                

Twitter Profile

Twitter DM

LinkedIn Business Page

YouTube Channel Page

Email

What all features does CloudSocial offer?

We have multiple features and functionalities available in CloudSocial. Few of them are listed below:

Silver Pack

Silver


Best suited for
entrepreneurs,
small businesses
and freelancers
Publish
Posting Rich Media Content
Bulk Media Upload
Tagging
Recall Post
Global Time Zone Selection
Audience Targeting
Social Calendar
Insta-Alerts via Email
Create Content Instantly with Crello
FB Ad Manager
URL Shortner
ORM - Omnibox & Respond
Omni Social Channel + Email Inbox
Collaboration
Respond with Status – Open, Assigned, Close, Soft Close, In Progress, Ignore, Save as Draft
In Mention Search
Filters – Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to XLS, PDF & Share via Email
Listen
Keyword search across select social channels
Filter Mentions by Date Range, Respond Status,
Social Channel, Ticket Status, Sort by Oldest/Newest
Export to CSV, PDF
Reports & Analytics
Unified Dashboard
Social Channels Report
Analytics
Sentiment Analysis
Support - 24*7*365
Email
Chat
Call
Start Trial

Gold

GOLD


Best suited
For Brands
Publish
Posting Rich Media Content
Bulk Media Upload
Tagging
Recall Post
Global Time Zone Selection
Audience Targeting
Social Calendar
Insta-Alerts via Email
Create Content Instantly with Crello
FB Ad Manager
URL Shortner
ORM - Omnibox & Respond
Omni Social Channel + Email Inbox
Collaboration
Respond with Status – Open, Assigned, Close, Soft Close, In Progress, Ignore, Save as Draft
In Mention Search
Filters – Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to XLS, PDF & Share via Email
Listen
Keyword search across select social channels
Filter Mentions by Date Range, Respond Status,
Social Channel, Ticket Status, Sort by Oldest/Newest
Export to CSV, PDF
Reports & Analytics
Unified Dashboard
Social Channels Report
Analytics
Sentiment Analysis
Support - 24*7*365
Email
Chat
Call
Start Trial

Platinum

Platimun


Best suited For
social, digital &
marketing agencies
Publish
Posting Rich Media Content
Bulk Media Upload
Tagging
Recall Post
Global Time Zone Selection
Audience Targeting
Social Calendar
Insta-Alerts via Email
Create Content Instantly with Crello
FB Ad Manager
URL Shortner
ORM - Omnibox & Respond
Omni Social Channel + Email Inbox
Collaboration
Respond with Status – Open, Assigned, Close, Soft Close, In Progress, Ignore, Save as Draft
In Mention Search
Filters – Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to XLS, PDF & Share via Email
Listen
Keyword search across select social channels
Filter Mentions by Date Range, Respond Status,
Social Channel, Ticket Status, Sort by Oldest/Newest
Export to CSV, PDF
Reports & Analytics
Unified Dashboard
Social Channels Report
Analytics
Sentiment Analysis
Support - 24*7*365
Email
Chat
Call
Start Trial

Comparison of all three packs.

';
Silver

Best suited for
entrepreneurs,
small businesses
and freelancers


 Gold

Best suited
for brands


 Platinum

Best suited
for social media
and digital agencies
Publish
Posting Rich Media Content
Bulk Media Upload
Tagging
Recall Post
Global Time Zone Selection
Audience Targeting
Social Calendar
Insta-Alerts via Email
Create Content Instantly with Crello
FB Ad Manager
URL Shortner
ORM - Omnibox & Respond
Omni Social Channel + Email Inbox
Collaboration
Respond with Status – Open, Assigned, Close, Soft Close, In Progress, Ignore, Save as Draft
In Mention Search
Filters – Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to XLS, PDF & Share via Email
Listen
Keyword search across select social channels
Filter Mentions by Date Range, Respond Status,
Social Channel, Ticket Status, Sort by Oldest/Newest
Export to CSV, PDF
Reports & Analytics
Unified Dashboard
Social Channels Report
Analytics
Sentiment Analysis
Support - 24*7*365
Email
Chat
Call
Start Trial Start Trial Start Trial

What kind of support do you provide?

We take supporting you very seriously. Should you need any help in configuring or using CloudSocial we are there to support you. You can reach our support team through the Support Tab inside of CloudSocial. You can raise a ticket, chat or send us an email. We are open 24x7x365 days a year. This is across all our packs.

Let’s Begin

Let’s Begin guide will help you set up your CloudSocial account. You are just some easy steps away from managing your social media profiles all from one place. Open your CloudSocial account in another tab and follow along.

  • Creating Users
  • Connecting Social Account or Adding Brands Social Profile
  • Publishing your first Post
  • Managing your post queue with our CloudSocial Calendar
  • Making sense out of the Reporting and Analytics section.
  • Responding to incoming mentions (all incoming messages across the different social channels or email, are called mentions in CloudSocial) in the Omnibox.

Adding Users:

Once you’re logged in, you can create user by following the points mentioned below:

  1. Hover your mouse cursor to the “Account” option available on the left side of your screen and click on “Create User”.
  2. You will be directed to the “Add User” page.
  3. Fill in the required details (First Name, Last Name, Mobile Number, Email ID)
  4. You can set or assign a role to the user as per your requirement by selecting an option from the drop-down list. (The number & type of roles are Pack dependent.) Back Office, Brand Manager, Marketing, Analytics, Agency Manager and Agent
  5. Only in case of Agent select the channels which you wish the Agent should have access to (Facebook Profile, Facebook Page, Facebook Ad, Facebook Group, Facebook Messenger, Instagram Business Page, Twitter Profile, Twitter DM, LinkedIn Business Page, YouTube Channel Page, Email). For all other roles it is automatically selected.
  6. You can set a temporary password for the new user. (Note: The user can change their password later once they login.)
  7. Click on the “Submit” button.

You can check the number of users and recently added user info which will be visible on the right-side bar widget under the “Recently Added” section.

Connecting Social Account or Adding Brands Social Profile :

Once the users are successfully added in the tool. Now you need to add your Social Channels/ Brands.

Hover your mouse cursor to the Listen Account option available on the left side of your screen and click on “Brand Creation”.

  1. Wherein you need to set the “Brand Name”.
  2. Add social media channels by clicking on the social media icons available and enter your profile details to add the account.
  3. You can also assign a specific agent to the brand.
  4. You can assign all roles to a brand
  5. You need to select the industry type from the drop-down list
  6. Click on the “Submit” button.

You can connect multiple social media profiles with CloudSocial. The number of profiles you can connect depends on the plan you have chosen.

Steps to add Facebook Page or Profile or Group or Ad Manager:

 

 

 

Steps to add Instagram Page:

Steps to add Twitter Profile:

 

Steps to add LinkedIn Business Page:

Steps to add YouTube Business Channel:

Steps to add Email:

Publishing your first Post:

Hover your mouse cursor to the “Publish” option available on the left side of your screen and click on “Post”. If you want to create a New Post.
  1. Click on “New Post”
  2. You set the “Campaign Name or Title” of your post.
  3. You can select an image from your system or type an image or GIF URL
  4. You can write more about the post in the text section
  5. In case if you have multiple brands, you can select the specific brand from the drop-down list for which the post is being published.
  6. You can also set Tags (if required)
  7. Further you can also set:
  8. Privacy Status for YouTube (Public, Private or Unlisted)
    • Audience on Facebook (Public or Restricted)
    • If restricted, then age limit for the post viewers option will become available.
    • Location
    • Action (Whether to Publish Now or Publish Later by saving it as a draft)
    • Setting up recurrence for the post and recurrence date range. Daily – will publish the post daily, Weekly – will publish the post on that day of the week every week, monthly – will publish the post on that date of the month every month and annual will publish on that date of the year every year, kindly note when setting up recurrence please ensure that the validity of the pack is till that date.
    • Setting up the Time Zone, Date and Time.
    • Then you can save it or send it for approval before publishing (this functionality is available in the Platinum pack).

How do I use Crello?

You can create Images and Animations for Social Media in Minutes. You can save time on design with the integrated feature Crello. Need new content to post to your Facebook, Instagram, YouTube or Pinterest? Create an image and post it to your pages right away. No design skills necessary.

  1. Click on Publish -> Post
  2. Create a Post
  3. You need to click on “Create Crello” available at the Top-Right corner of the Textbox
  4. You need an account to start your designing in Crello
  5. Kindly register an account and if already registered kindly Login.
  6. Design the post as per your desire.
  7. Click on “Save”

Scheduling a Post

By clicking on the ‘Publish Later’ option, you will be able to schedule a post later. You can select the location, time zone, date and time for publishing that post. If you want to repeat this post over a period, select the type of recurrence and date range.’

Saving posts as drafts

We understand that, at times, you would like to draft your posts and review them later. This practice will help you avoid errors. Also, you might find a nice piece of content and wish to save it for later.

Hence, CloudSocial provides you with an option to save posts as drafts.

You can save your drafts by following the steps mentioned below:

  • Click on Publish -> Click on Post -> Create a Post -> Fill in the required details ->
    Select the status “Save As Draft” -> Click on Save

Now your post is saved, and you can view it later under the History Tab.

Managing your post queue with our CloudSocial Calendar

Whether you have chosen to publish content now or scheduled it for later, you can view all of them in our Calendar. With this utility you can have an overview of the scheduled posts by day, week or month across all social media channels in a single view.

CloudSocial calendar allows to schedule your Post/ Ads and keep a track of it. You can find the Calendar under Publish. You can check the post information by just hovering your cursor on a post where you will find a detailed information about the post. Social Calendar helps you edit and reschedule your post. It gives you a view of the post which are set in queue to keep a track of your post.

  1. Title of the Post
  2. If a recurrence is set, then:
    1. Start Date
    2. End Date
    3. Type of recurrence – Daily, Weekly, Monthly, Annually with the timestamp.
  3. Publisher Name
  4. Approver Name
  5. Status of the Post
  6. Attachment (If any)
  7. Recall option
  8. An option to delete or pause (If recurrence is set)

From Calendar you can check the status of your post on:

  1. Daily basis.
  2. Weekly basis.
  3. Monthly basis.

Post Title with set colours define the status of the Post.

  • Approved and Publish             Reject
  • Waiting for approval                Sent
  • Resumed                                   Paused

You can easily identify the posts which belong to different account. As we have an iconic representation of the platform before the title of the post.

 

Post Generating an Error

You might get an error while publishing a post due to the following reasons:
  • The posts have been rejected by the particular social platform. In such scenarios, you can check the error message, which is populated when you submit the post, you can fix the content error and then post it at the instance or set the recurrence for the post.
  • You might have accidentally violated the terms and conditions of a particular social media site and hence, you aren’t able to publish any posts for that account.
  • You might have exceeded the character limit for a post (e.g. Tweets can be of up to 280 characters only). You can check the character limit for different social media networking platforms.
  • You might have uploaded some image or video which is larger in size or it might be in a different file format which the social networking websites may not support. You can check the list of the files size and format which are supported on different social platforms.

Account

Sign Up and Login to CloudSocial

Visit the website: https://www.cloudsocial.io/
    1. Enter your email address through which you wish to register You can set the password as per your desire (The password must be 8 character long. One caps, one number and one special character.)
    2. You need to click on the check box and accept the Terms and Conditions
    3. Kindly perform the Google Captcha test “I am not a Robot”
    4. Click on “Register Sign Up“
    5. You will receive a pop-up message “Registration completed successfully.
    6. Click on “Login”
    7. Enter the Email ID and Password.
    8. Click on the “Login” button.
    9. Once you logged in You will be directly logged in and then you need to complete the Profile setting by filling the required data.

How do I reset the password of my CloudSocial account?

Forgot your password or willing to change it for security reasons. Resetting a password is very simple. Kindly follow the given steps in the exact same order:
  1. Visit the website https://app.cloudsocial.io/accounts/Login
  2. Click on the “Forgot Password?” option available on the login page.
  3. Enter the email ID which you used for the registration.
  4. Click on “Send Reset Link”.
  5. You will receive a message “Password reset link has been sent to your Email ID.” You need to check your email where you will receive a link to change your password.
  6. Click on the link which will direct you to the page to set the new password. Set the new password as per your preference, the password must be 8 character long. One caps, one number and one special character.
  7.  and click on the “Submit” button.
  8. You will receive a pop-up message “Password updated successfully and click here to login”
  9. Kindly click on the login link and enter your registered email ID and password
  10. Click on the “Login” button.

Omnibox

If you are handling multiple social media profiles, you know how much time it takes to juggle all of them while also actively participating in every conversation on each Page. 

Hence, CloudSocial has come up with a solution – Omnibox – an inbox for all your conversations.

What is Omnibox

Omnibox is a destination where you will be able to access and respond all the mentions and tickets coming from the social media channels which are currently supported by our platform. Following action can be performed under Omnibox:

Function in Omnibox

  • You can search any specific ticket mention or keyword in Omnibox
  • You can set filter and categorized data through Ticket Status, Channel and Date Range.
  • You can arrange it by Newest first, Share type and Priority.
  • You can export the data in XLS and PDF format or directly mail the selected data.
  • An agent can assign mentions to his colleagues who are mapped in the system.
  • Reply to comment on Facebook Page, Instagram business Page, Twitter profile, LinkedIn Business Page and YouTube channel page
  • Reply to inbox message on Facebook Messenger and Twitter DM
  • Reply to Email
  • Reply to messages on Facebook, Instagram and Twitter
  • All users can assign (FYI/Approve) mentions to his colleagues/superiors within the same brand

Message with set colours define the status of the messages.

  •    Approve                                                       Other Feedback
  •    My Comment                                              Regular message

 

Mention Management in Omnibox

A mention can be assigned by the following options:

  1. Role based.
  2. Email.

Role based

In this option the agent can only assign the mention to the user/role who have the access to the Omnibox.

  • In Silver pack agent and Super Admin can assign mention to each other
  • In Gold pack all users including Agent, Super Admin and Brand Manager can assign mention to other Agent, Super Admin and Brand Manager
  • In Platinum pack all users including Agent, Super Admin, Agency Manager and Brand Manager can assign mention to other Agent, Super Admin, Agency Manager and Brand Manager

Email

In this option the user can email the mention information to all the user working under the same Brand.

Category under the Role based option

Under the role- based option the mentions can be assigned either as an FYI or as an Approval.

    • If it’s assigned as an FYI, then no revert is expected from the recipient.
    • If it’s assigned for seeking an Approval, the workflow is as follow:
  2. The agent can only seek an approval from the role who are authorized to approve.
  3. The Approver has 3 options with regards to each case either he can approve, or approve and respond himself, or he can add his comments or thoughts with regards to the case.
  4. Once an approver has responded with his comments to the case, it will be available to other approvers under the “My Comment” filter and to agent under “Others Feedback” filter.
  5. Neither agent nor approver can respond to the mention till the approver approves Once it’s approved either the agent or the approver can reply to the mention.

Setting priorities to the mentions

Yes, we can set the priority to a mention depending upon the criticality.  The priority option available are as follow:

  • High
  • Medium
  • Low

 

Other Features in Omnibox

  1. You can set Tags to the incoming mentions
  2. You can set emojis to the incoming mentions
  3. You set different status to the mentions (Response, In-Progress, Soft-Close and Ignore)
  4. You will be able to view the Current Message, Current Status of the Related Post, Chat History, Post Traction, Basic Details and Social Media Profiles.
  5. You can customize your tags in the brand creation section

How long are your contracts/ subscription? Can I change the pack anytime?

We have a monthly or an annual pack. Obviously the Annual pack offers better value due to the inbuilt discount. There are certain rules for changing the packs which are given in the table below.

What happens when I change my pack Silver to Gold or Gold to Silver?

There are multiple scenarios which are detailed below

 
 

From Silver 30

From Gold 30

From Silver 365

From Gold 365

From Trial Silver

From Trial Gold

Payment failure with recharge after Expiry Date & The Recharge after Pack expiry

What can a Super Admin do?

What can a Back Office do?

What can an Agency Manager do?

What can an Brand Manager do?

What can an Analytics user do?

What can an Marketing user do?

What can an Agent do?

Do you need my credit/ Debit card information to start a trial?

No, we don’t need your credit card details to start a 7-day free trial. However, once your free trial is completed, you will need to subscribe to one of our paid packs – Silver pack, Gold pack or Platinum Pack.

Is there a CloudSocial Free Account

CloudSocial offers a seven days free trail.

Is there any limitation during free trial?

During trial the functionality will be as per the pack chosen. Number of mentions will be as per the respective Trial pack entitlements.

At the end of your trial pack, your data and setup remain intact provided you subscribe to a paid pack. You can login and select a plan by subscribing to continue the service.

How many social profiles can I add in free trial?

The number of social profiles you can add will be a function of the trial pack which you have selected. You can add 11 social profiles in Silver free trial, 33 social profiles in Gold free trial and 77 social profiles in Platinum free trial with limitation of one for each of the eleven available profiles per brand

Can I renew my free trial with CloudSocial?

Currently we do not have an option to renew the free trail. You can subscribe to a monthly or annual pack at the end of the Trial period.

Can I subscribe to paid plans during free trial?

Yes, you can subscribe to paid plans anytime during the free trial. You can pay by credit card or debit card. You can also Contact us if you need any help in subscribing from our support team. 

How do I download my invoice?

The invoice is emailed to you automatically. Kindly check your inbox of your registered email id. You can also find in the Account Management portal of FastSpring, the link for the same is in activation success email.
  1. Click on link Manage Your Orders in the Email
  2. You will be redirected to Fast spring website
  3. Enter your registered email Id for confirmation and click on continue
  4. Open the email received and click on “Manage your Orders”
  5. A dashboard will open

How do I update my credit card details?

Please contact support for the same.

How do I change my billing details?

At the time of checkout, you can change your card details, even if you have stored them.
  1. You can also open the Email which you received at the time of activation success.
    1. Click on link Manage Your Orders in the Email
    2. You will be redirected to Fast spring website
    3. Enter your registered email Id for confirmation and click on continue
    4. Open the email received and click on “Manage your Orders”
    5. A dashboard will open
    6. Customer can manage their credit card detail

How can I change my payment method?

At the time of checkout, you can change your card details, even if you have stored them.
  1. You can select the payment method at the time of checkout.
  2. You can also open the Email which you received at the time of activation success.
    1. Click on link Manage Your Orders in the Email
    2. You will be redirected to Fast spring website
    3. Enter your registered email Id for confirmation and click on continue
    4. Open the email received and click on “Manage your Orders”
    5. A dashboard will open
    6. Customer can manage their credit card detail

Why was my credit card declined? My PayPal payment didn't go through. What should I do?

In case you see the message saying the credit card was declined, there might be several reasons for that. Based on our experience, in most cases, there are either insufficient funds on the bank account, or your bank is blocking foreign transactions on your bank account.

 

In both cases, we recommend first to check with your bank – check whether you have enough funds on the account, or whether your bank is blocking payments abroad.

 

If none of above is the case, drop us a message, we’ll have a look 😉

Why do I pay VAT/GST ? Why do I see a FastSpring checkout window?

FastSpring is the reseller of CloudSocial. This means that FastSpring is the merchant and seller of record for the sale of our products. FastSpring will collect all applicable taxes from the customers, and report and pay those taxes to the appropriate taxation authorities. 

 

Most sales in the EU and some specific other geographic locations require us to collect and remit VAT or GST to the appropriate authorities. Tax rates differ by country, and customers in some locations can enter their VAT IDs as part of the checkout process if they are exempt from payment of the tax.

Do I have to pay GST in India? Does the price include GST in India?

India GST Exemption

Eligible businesses making digital purchases can avoid paying GST by providing their valid GST ID at the time of purchase. For those providing a GST ID, FastSpring does not collect GST, and the GST ID appears on the invoice we provide at purchase completion.

FastSpring's Goods and Services Tax Number for India

Our tax ID for India is 9917USA29028OS1.

Link for human : https://community.fastspring.com/s/article/About-VAT-and-Sales-Tax#indiaexemption

Can I switch from PayPal to a credit card?

You can select from the available payment methods at the time of checkout. You can also open the Email which you received at the time of activation success.
  1. Click on link Manage Your Orders in the Email
  2. You will be redirected to Fast spring website
  3. Enter your registered email Id for confirmation and click on continue
  4. Open the email received and click on “Manage your Orders”
  5. A dashboard will open
  6. Customer can manage their credit card detail

Can I switch from a credit card to a PayPal account?

You can select from the available payment methods at the time of checkout. You can also open the Email which you received at the time of activation success.
  1. Click on link Manage Your Orders in the Email
  2. You will be redirected to Fast spring website
  3. Enter your registered email Id for confirmation and click on continue
  4. Open the email received and click on “Manage your Orders”
  5. A dashboard will open
  6. Customer can manage their credit card detail

When will I be billed for my annual subscription?

Billing of annual subscription is based on the same principle as in case of monthly billing – imagine you start your annual subscription on, let’s say, March 25th, 2018. As you complete the subscription process, you’ll be billed the same day and the next billing date is exactly one year from the start – on March 24th, 2019 

 

Don’t worry however – we’ll send you an email 1 week before the annual subscription is supposed to be renewed, so that you have time to manage everything.

Administration & Docs

Find the administration docs below:

Privacy policy: https://www.cloudsocial.io/terms-privacy-policy-2-2/

Terms of service: https://www.cloudsocial.io/terms-privacy-policy-2/

Everything you need to know about CloudSocial & GDPR widget at bottom of website which pops up

Info on CloudSocial Affiliate program: https://cloudsocial.postaffiliatepro.com/affiliates/

 

What is the Refund policy?

How can I cancel my CloudSocial subscription?

CloudSocial does not allow you to cancel your subscription. You can continue to use the platform till the expiry of your current pack.

 

I need invoice copy?

We mail all invoices to you. Kindly check your inbox of your registered email id. You can also find in the Account Management portal of FastSpring, the link for the same is in activation success email.
  1. Click on link Manage Your Orders in the Email
  2. You will be redirected to Fast spring website
  3. Enter your registered email Id for confirmation and click on continue
  4. Open the email received and click on “Manage your Orders”
  5. A dashboard will open

I need an invoice but I've already cancelled my account. How should I proceed?

If you need an older invoice, for account that you’ve already cancelled in the past, then first we recommend to check your email inbox (and spam box, as well), since we send you all the invoices directly to your email. The email would have come from support@cloudsocial.io 

 

If you did not find the invoice you need, then drop us an email and we’ll search the universe to find that document for you 🙂

 

It would be awesome if you include  email of your account or the name of the page so that we can find it easily. Thanks!

Which means of payment do you accept?

FastSpring accepts a wide variety of payment methods from our customers. The payment methods available vary depending on the customer’s location and the type of transaction being processed. In India We accept Visa, MasterCard, American Express. If you can’t pay online, please send an email to support@CloudSocial.io (don’t forget to include how many accounts you’d like to add! 🙂

Human – https://community.fastspring.com/s/article/Payment-Methods-Accepted-by-FastSpring 

Is CloudSocial available in languages other than English?

As of now we are available in English. However, we are working on adding different languages in which the platform will be available in.

I wish to delete my Account with CloudSocial

We request you to contact out support on support@cloudsocial.io

How can I deal with time zones in CloudSocial?

You can define your time zone while setting up your profile in CloudSocial.

How to enable/disable two-factor authentication (2FA) in CloudSocial

This Feature is currently not available.

I just subscribed, but I still see I'm on trial, why is that?

Probably, the payment did not go through the gateway. Kindly raise a ticket and will get back to you shortly.

How do I remove user from my team?

Kindly raise a ticket from our Support tab.

 

Please note that all published posts, comments, messages, as well as all created saved created by user who will be removed will remain available in the tool.

How do I change the time zone on my account?

Kindly raise a ticket from our Support tab. bot

How do I assign Pseudo name to my Roles?

You can easily assign Pseudo name to the roles. All you need to do is follow the below mentioned steps in the exact same order.
  1. Hover the cursor on the top right corner for Profile Settings
  2. Click on Role Editing option
  3. Select the user you which to assign a Pseudo name
  4. Enter your desired Pseudo name under “Role New Name”
  5. Click on Update Name Button.

Do you provide auto-reply feature?

Currently we do not have auto-reply feature

How do I change the password of my CloudSocial account?

Changing your password in CloudSocial is very simple. All you need to do is follow the steps in the exact same order:
  1. Hover your cursor on the top right corner under your Profile name.
  2. Click on change the password option available in the list
  3. Enter the Old Password, New Password and Confirm New Password.
  4. Click on the Update Password Button

I can't log in to CloudSocial

If you’re facing a problem with login on desktop, there may be several reasons of this issue.

Step 1:

First, please make sure you’re using one of the supported browsers and check if it’s up to date:

Google Chrome

Microsoft Edge

Mozilla Firefox

Safari

(Internet Explorer is no longer supported by Microsoft, thus we no longer support it either.)

 

Step 2:

If your browser is up to date, try to delete the cache of your browser and log in again. Hopefully you’ll be able to log in then. Also please make sure AdBlock or any other browser extension that may be blocking JavaScript from running, is disabled. You can also set up the exception in AdBlock settings, for following domain: https://app.CloudSocial.com

 

Step 3:

If you’re still facing problem with login, try to open this link and remove the Manager app from the list. Open CloudSocial in a new tab and try to log in, making sure you grant all the permissions.

 

Step 4:

If you still can’t log in, there may be several reasons. It can be due to the security settings of your network. If you’re working from a computer that is connected to the corporate network, you may need to contact your IT department to whitelist CloudSocial in the network. This typically applies to banks, non-governments organizations, etc.

Step 5:

If you’ve been through all this and still can’t log in, don’t give up! Open the Console of your browser (Ctrl+Shift+J) combo or F12 key on Windows, or Cmd+Shift+J on Mac). Then open CloudSocial, try to log in and take a screenshot (or record a video) for us. We’ll be happy to look into what’s happening there.

 

Step 6:

Special DNS use case

If you’re doing a web development and you’re using a localhost on your PC, there may be a problem with opening certain webpages, such as CloudSocial, for example. Wamp, EasyPHP Deserver and similar tools can block ports or re-route the connection, which can cause the inability to load some webpages. If you´re facing this problem, try to turn off your localhost software and log in again.

If you’re on a network, on which you had to set DNS manually, rather than obtaining it automatically, there may be a problem with loading CloudSocial as well (screenshot below). In this case, switching the address to a Google address can help. Here’s an article where you can find the settings and how to change them.

Addresses should be:

Google primary DNS: 8.8.8.8.

Alternative server: 8.8.4.4.

If you’re facing problem with login on your mobile, there may be several reasons:

first, make sure you’re logged in with appropriate Facebook profile in your Facebook mobile app. If you’re switching between multiple profiles, please double check you’re connected with the one you use to connect with, to CloudSocial. Then try again.

if the correct Facebook profile is selected, try to log out and log back in in your Facebook mobile app and then try again.

if this still doesn’t help:

uninstall and install it again

open Facebook app first, sign in with appropriate Facebook profile

If there’s still a problem with login, feel free to contact us with the as many details of your setup and whether you’ve already tried some of the above, and we’ll be happy to help!

 

How can I subscribe to CloudSocial?

Just sign up for a free trial and within your trial account you can subscribe at any time. You can pay by credit card and other payment options available as per your country. You can also Contact us if you prefer help in subscribing from our Support team.

I want to send a DM to a user, but I can't. Why?

Twitter

You can start a private conversation or create a group conversation with anyone who follows you. You can also enable receiving direct messages from anyone. More info here.

Also, you can reply to a tweet in direct message (DM), but you need to meet the conditions above. You can receive tweets and comments made on your Twitter Profile and also read direct message under Twitter DM

Can I send a private message to anyone on Facebook? Or To whom can I send a private message on Facebook?

Facebook

According to Facebook’s own rules, you can send private message “to anyone who has sent a message to your Page.” In other words, you can’t initiate the conversation from your end – you can only send message to someone who contacted you via private message earlier.

You can, however, reply in private message to a comment. You can receive comments on any post made by your page, wall post and direct message under FB Messenger

Instagram

At this moment, it’s not possible to send or receive direct messages of your Instagram account. This is due to the technical limitation in Instagram API – it doesn’t allow us to retrieve DMs. You can receive comments on post made on your Business Page

How often do you synchronize my Facebook page?

On every event like page addition, omnibox refresh, mention reply, publish post, post recall

How often do you synchronize items in my Twitter Inbox?

On every event like Twitter DM addition, omnibox refresh and mention reply

Does CloudSocial support group messages on Twitter?

Cloudsocial does not support group messages on Twitter.

How often are my Instagram comments synced?

On every event like Instagram page addition, omnibox refresh and mention reply

How often are comments under my videos synced?

On every event like YouTube page addition, omnibox refresh and mention reply 

What can I find in my YouTube Inbox?

Your YouTube Inbox contains all public comments on your videos. By using channel filter in Omnibox you can specifically look at YouTube

Where are my LinkedIn private messages?

LinkedIn API doesn’t allow us to sync your private messages, so we do not support LinkedIn private messages

How far back do you sync LinkedIn comments?

We don’t sync old comments, we sync comments after adding of the page in CloudSocial.

What is social profile?

By social profile, we mean any of the social media network profiles, which currently can be managed with CloudSocial. It can be any of the following:

 Facebook Profile

Facebook Page 

Facebook Ad Manager

Facebook Group 

Facebook Messenger

Instagram Business Page

Twitter Profile

Twitter DM

LinkedIn Business Page

YouTube Channel Page

Email

 

Does CloudSocial provide direct Instagram Scheduling

No, CloudSocial doesn’t provide direct Instagram scheduling as of now. To schedule Instagram posts, you need to use its mobile app.

My social media accounts are showing as locked

Currently you will not see that in CloudSocial. However if you notice that on your account outside CloudSocial, then you should contact your media accounts provider

What does PTAT stands for?

The term PTAT stands for People Talking About This – this Facebook term represents the number of users who created a story about a page. The story could be any of the following actions:

like a page

post on the page

like a post

comment on a post

share a post

answer a question

RSVP to a page’s event

mention the page in a post

mention the page in a photo

check in at a place

share a check-in deal

like a check-in deal

write a recommendation

claim an offer

Can I add a protected Twitter account?

If you decided to protect your own Tweets, they will still synchronize within CloudSocial. However, if a user you don’t follow mentions you in a protected Tweet, it will be impossible for us to synchronize it.

  1. “This page/account is deactivated.” Why do I see this message? What does it mean? [Bot]
    You will receive this message when your trial has expired

Keyword search

Search for words or phrases related to your products or services. The power of keyword research lies in better understanding your target market and how they are searching for your content, services, or products.

Keyword research provides you with specific search data that can help you answer questions like:

  1. What are people searching for?
  2. How many people are searching for it?
  3. In what format do they want that information?

You can enter the keywords your wish to get the result of into the  keyword search bar to discover average monthly search volume and similar keywords. With the help of this data you can target the audience better.

The Keyword Search bar can be found in Listen under Brand Creation Set Keywords. You need to select the appropriate brand and set the keywords as per your desire. All the keyword search results will be reflected under Omnibox and using the different filters to zero in on what is of interest including In Mention search available in the Omnibox section.

Character Limit & Format restrictions on Social Networking Platforms

Format for Uploading a post on Social Networking Platforms

Shorten URLs

A URL shortener is a good option when you have a lengthy or unattractive URL that you want to share online in social media, instant messaging or even in blogs and email. One of the most common reasons why people want a short URL is to save character space when typing messages on Twitter and other social networking sites.

Shortening any long URL is very simple, all you need to do is just follow the steps given below:

  1. Click on Publish -> Post
  2. Create a Post
  3. You need to insert the lengthy URL in the Textbox.
  4. A button to shorten the URL will be displayed below the Textbox.
  5. Click on Shorten URL

Creating Post in different languages

CloudSocial helps you create post in different languages to target different audience across the globe and expand your business limit. You can post in any other language apart from English, all you need to do is type the text elsewhere, copy it and then paste it into the text box you see in ‘Create Post’.

The post will be published on your social networking site as you pasted it.

Which platforms support multiple images, GIF, video, and Carousel?

CloudSocial allows you to add images, GIF and video to make your posts visually attractive. Some platforms don’t support posts with multiple images due to their API restrictions. However, the following platforms support multiple image posts:
  • Facebook
  • Twitter
  • LinkedIn
GIF posts are supported by the following platform:
  • Facebook
  • Twitter
  • LinkedIn
The following platforms don’t support GIF posts:
  • Instagram
Video posts are supported for the following platform:
  • Facebook
  • Twitter
  • YouTube

How are my videos shared on social media?

This is how your videos will be shared on different social networks:
  • On Facebook, your video post will be shared just like any other image post you share on Facebook.
  • On Twitter, videos of 140 seconds will be shared as like any other posts on Twitter.
CloudSocial supports the following video formats:
  • .avi
  • .mp4
  • .mov

Can I add hashtags in my posts?

Yes. You can add hashtags in your posts. The hashtags will appear like plain text when you create the posts, However, once when they are published, they will be converted into clickable hashtags

Why can’t I see the link preview in my Twitter post?

We don’t support link preview in CloudSocial. 

Why do my posts show ‘Published by CloudSocial’ on Facebook Page/Group?

When you use a platform (like CloudSocial) to publish posts on your Facebook Page and Groups, your posts show ‘Published by the *name of the tool*’.

Don’t worry! In case of the Facebook Pages, only you (the admin) can see this – other users won’t be shown ‘Published by CloudSocial’.

How many posts can I schedule?

There is no limit to the amount of posts or comments you can publish or schedule with any subscription to CloudSocial.

Uploaded image is rotated or upside down. Why?

It can happen when you upload image, for example photo taken on smartphone, that it’s rotated or completely upside down.

Orientation of the image or photo is written in file’s metadata (or Exif data), which are not handled by CloudSocial. If the file’s rotation is not “fixed” using another tool that handled the Exif data and that overwrites the metadata, the image can be upside down or rotated.

As a solution, you can try to open the photo in a software or tool that works with image files and save it.

Where can I find my Facebook scheduled posts?

You can find your scheduled posts in the calendar view within the Publishing tab, with a small Facebook icon they have in the calendar.

Calendar Feature is not available for Silver Pack Subscription

Is it possible to edit a Facebook post already published?

It’s not possible to edit a Facebook post already published directly in CloudSocial. If you need to edit a Facebook post already published, you can do it on Facebook – please note that you can only edit text of the post, add/remove location or tag someone. You cannot edit the image, for example.

Is it possible to target my post to a specific country?

Yes! First, to target any post to a specific country type the name of the country in the field provided. You can enter specific country (only one country) 

Is it possible to target my post to a specific city?

Posts made through CloudSocial can be geotargeted down to the country level and city level. 

Can I create and publish an album to my Facebook page?

Yes you can publish an album to your Facebook page

Different types of Tweets

On Twitter, there are few different types of tweets:

General tweet

A message posted to Twitter containing text, photos, a GIF, and/or video. Basically, these are all tweets that do not start with an “@” symbol.

Mentions

A Tweet containing another account’s Twitter username, preceded by the “@” symbol. For example: “Hello @CloudSocial!”

Replies

A reply is when you respond to another person’s Tweet – you can respond to another Tweet from Omnibox section in CloudSocial.

 

Then there are few other types of tweets, you can learn more about them here

When you post a Tweet beginning with an @username, only people who follow both you and the account you are mentioning will see the Tweet in their Home timeline. If you’d like all your followers to see the Tweet, the best way is to Retweet, Quote Tweet your Tweet or to put a dot “.” symbol just before the username, just like this .@username My tweet

What views are available from the Calendar?

Daily, Weekly and Monthly

How do I publish on Instagram?

CloudSocial does not support publish for Instagram

How do I tag a user on Instagram?

You can use @ sign with username in the post

No image displayed for Instagram posts

CloudSocial does not support publish for Instagram

How do I publish an Instagram Story?

Instagram does not allow publishing through Social Media Platforms 

Is it possible to edit Instagram post already published?

CloudSocial does not support publish for Instagram

Errors while posting

Post comprising video is not supported on LinkedIn

Text post is not supported on YouTube.

Post comprising image or animation is not supported on YouTube.

Facebook post failed. Page Name: you Facebook Page name

Twitter post failed. Page Name: your twitter page name

LinkedIn : Failed. Something went wrong. Please try again later.

Can I publish video on my YouTube channel?

Yes, you can publish post on your YouTube channel with CloudSocial

How do I delete YouTube video?

Using the Recall post you can delete your YouTube Video. For recall the post you can follow below two methods: First method:
  • Go to Publish ->Calendar -> click on History Tab
  • Click on your YouTube Post
  • Then at the right bottom choose Select Status as recall and save
Second method:
  • Go to publish-> Calendar ->then
  •  Mouse over on your  YouTube post then at the bottom choose Select Status as recall

How do I categorize my YouTube videos with labels?

As of now CloudSocial do not categorize YouTube videos with labels 

FB Ad Manager

Connect Facebook Ad manager.

  1. Create Ad Campaign from the CloudSocial Publish Ad section by following the steps mentioned below:
    1. Hover your mouse cursor to the “Publish” option available on the left side of your screen and click on “Ad”.
    2. You can select the category of the campaign as in (Link Clicks, Reach, Post Engagement)
    3. You can set the campaign name.
    4. Then you need to select the Ad Account Name (Use your own name or the name of the business you’ll advertise. You can change this later).
    5. You can set the Audience Type (Location, Age, Gender, Languages)
    6. You can set the Budget on (Daily/ Lifetime budget) with the Start Date and End Date.
    7. Click on the “Proceed” button.

Difference between having Admin role on a Facebook Page and having Admin role on a Facebook Ad Account

There is a difference between being an Admin on a Facebook Page (= administering Facebook Page) and being an Admin on a Facebook Ad Account (= administering Ad Account).

Admin on Facebook Page

If you are using Business Manager, you can check on which Facebook Pages you are Admin by following these steps:

  1. Select your Business Account
  2. Select Business Settings
  3. Select People and Assets – People
  4. You can check your role(s) on the right side

Admin on Facebook Ad Account

If you are using Business Manager, you can check whether you are Admin on given Ad Account by following these steps:

  1. Go to Business Settings
  2. Select Accounts and then Ad accounts on the left
  3. Choose corresponding ad account
  4. Click on People tab
  5. Make sure you’re listed among the people managing given ad account

IMPORTANT NOTE: Please note that in order to configure your Facebook Ad Account in CloudSocial (to have your ad comments synced), you need to have role (Advertiser or above) on the  Ad Account – having  a role (even Admin) on the Facebook Page isn’t enough.

How much commission will I get on becoming an affiliate?

What is the minimum amount payable?

How frequently and in what form will I receive my commission?

Please visit cloudsocial.io and click on Refer Us tab to get details on our affiliate program. https://cloudsocial.postaffiliatepro.com/affiliates/

Do I have to pay to register as an affiliate?

No. You can join CloudSocial’s Affiliate Program for free!

How do I register myself for CloudSocial’s Affiliate Program?

Please visit cloudsocial.io and click on Refer Us tab to get details on our affiliate program. https://cloudsocial.postaffiliatepro.com/affiliates/

Are there any restrictions as to how I can promote CloudSocial?

Yes.
  1. Spamming is not allowed. If you are found spamming, your affiliate account will be closed immediately.
  2. You are not allowed to run ads on the following brand keywords – ‘CloudSocial’, Cloud Social, ‘CloudSocial’, and cloud social and competitor brand keywords – ‘Hootsuite’, ‘buffer’, ‘sprout social’, ‘Agorapulse’ and so on…
  3. You are not allowed to create and promote any coupons in the name of CloudSocial. If you are found creating and promoting any coupons, your account will be suspended, and your commission will be denied.
  4. You are not allowed to sign up for CloudSocial using your own referral link to get a commission. If you’re found to be doing so, your commission will be denied, and your account will be suspended permanently.

Why has my commission not been credited?

If you are an existing affiliate, please login to your affiliate  account for details However in exceptional circumstances We hold your commission in the following cases:
  1. You have been spamming and/or using other illegal methods to promote CloudSocial.
  2. You have been subscribing to CloudSocial using your own subscription link to get a discount.
  3. You have been violating the CloudSocial affiliate terms.
In the above-mentioned cases, your affiliate account will be closed immediately, and you’ll lose all commissions that you have on balance.