Why did I receive an email stating “we no longer have access to your LinkedIn/Facebook”?
Answer: LinkedIn requires customer reauthorization annually for security purposes. Facebook requires customer reauthorization every two months for security purposes. Additionally, if you changed your Facebook password, a reauthorization is needed. Click the link in the email and enter the requested information to complete the reauthorization process.
I deactivated my social media page, why do I keep receiving an installation email?
Answer: As a precautionary measure, our systems show that the connection to your page has been lost. Until you formally cancel your social media services, you will continue to receive the installation email.
I’ve already canceled my social media capturing with Erado. How can I get these installation emails to stop?
Answer 1: If you scheduled your cancellation as a specific date or “do not renew”, you will receive those messages until the scheduled termination date.
Answer 2: Some broker dealers require that we set a 2 week waiting for action date so that they can approve cancellations.
I ordered social media capturing but never received the installation link?
Answer: The installation link is sent to whichever business address you submitted while ordering. Please check your spam filter. If you made a mistake or type-o, we can resend the install link once we are informed of the correct email address.
Why can’t I put my email log in for LinkedIn as the business email address on the order site?
Answer: The order site requires you to use your broker dealer affiliated business email, so that the service can route information properly into the archive. Your LinkedIn log in information is not necessary during the ordering process.
How do I cancel my social media capturing service with you?
Answer: You would need to complete a social media cancellation form and submit it back to us. Forms are available by contacting Customer Support.
One of our reps is no longer with us. Can I transfer their LinkedIn service over to me?
Answer: If the contract is specifically for the rep, we are unable to transfer services and we would need to have that rep’s services canceled and new services ordered for you. If you have a contract for bulk licenses of social media for your company, you can re-purpose that license for another user through manage.erado.com.
Why is LinkedIn asking to confirm an email address before I am able to install?
Answer: LinkedIn has a standard procedure that requires you to confirm your email address with them before installing our application. As soon as you confirm your log in with them, they will allow you to initiate the capturing service.
Is my personal Facebook page being captured along with my business Facebook page?
Answer: If your personal page is set as the administrator of the business page, it will capture both pages simultaneously. However, depending on if you are affiliated with a Broker Dealer, they may not be accessing your personal page and may only be monitoring the business page for compliance. You can reach out to your broker dealer’s compliance department for their specifics, as it can vary.