Hootsuite Help Desk

HootSuite Help Desk Admin August 31, 2010 Getting Started / Getting Started

Amanda S September 29, 2014 Troubleshooting / Troubleshooting

The list below provides solutions for common error messages.

Remember, each situation is different. Should the listed solution not resolve the issue at hand, please contact the Support Team.

Twitter

Action Error Message Solution
Action may vary.
  • “Something went wrong with Twitter. Please try again and if the problem persists, visit help.hootsuite.com."
  • “Twitter API is busy.”
Try reconnecting your social network. Should you continue to experience issues, please contact the support team.
Trying to interact with a suspended user. “User has been suspended.” Not available. Suspended users cannot complete actions.
Trying to use your Twitter account. “Your account is suspended and is not permitted to access this feature.” Not available. Twitter has suspended your Twitter account.
Attempting to use a number or symbol at the beginning of a Twitter list title. “The list failed validation: A list's name must start with a letter.” The first character of a Twitter list title must be a letter. While numbers can be included after the first letter, symbols should be avoided.
Attempting to access your Direct Message inbox. “This application is not allowed to access or delete your direct messages.” Revoke Hootsuite’s access from your Twitter account, and then reconnect your Twitter account.
Attempting to “favorite” a post in a stream. “You have already favorited this post.” Try refreshing your dashboard or clearing your cache.
Attempting to “send” or “reply to” a direct message. “You cannot send messages to users who are not following you.” Direct messages only work when the user is “following” you, and you are “following” the user.
Clicking the “Send” button with an empty compose box. “There was an error sending your message.: Your message cannot be blank.” Add content (message, link, image or all three) to your compose box, before attempting to send.
Attempting to “follow” a Twitter user. “You've already requested to follow (username)s.” You are already “following” this user. Try refreshing your browser.

tip_icon_41_47.png Should the user have a protected profile, you must wait for their approval before you can view their content. 

Attempting to “follow” a Twitter user. “You are unable to follow more people at this time.” Twitter technically allows you to follow up to 1,000 users per day. Check out, “Following rules and best practices” in Twitter’s Help Center for more information. 
Attempting to “follow” a Twitter user. “You have been blocked from following this account at the request of the user.” Not available. When you are blocked from a user, you are prevented from communicating with them.
Clicking “View Conversation” in a Twitter stream. “Sorry, you are not authorized to see this post.” One of the users in the conversation has a protected profile. They must approve you as a follower before you can view their Tweets.
Attempting to send multiple Tweets. “User is over daily status update limit.” Try Tweeting at a later time (minimum one hour).
Attempting to send a Tweet longer 140 characters. “Post is over 140 characters.” Tweets can be up to 140 characters. Shorten your message and try again.
Attempting to post the same message more than once. “Post is a duplicate.” Not available. Twitter does not allow duplicate tweets at this time.
Attempting to post a message. “Error creating post.” This is a known issue affecting messages being created on Twitter. The Hootsuite development team is working diligently to provide a resolution.
Attempting to post a link. “Missing or invalid url parameter.”

The link is missing or has invalid parameters. Try shrinking the link again.

tip_icon_41_47.png Copy and paste the newly shortened link into a new browser window. This will allow you to confirm if the link is active.

Attempting to post a message very quickly, or image upload incomplete.
  • “This request looks like it might be automated. To protect our users from spam and other malicious activity, we can't complete this action right now. Please try again later.”
  • Ow.ly link displays as, ow.ly/i/****1.

Recreate your post, and allow a few seconds to pass before clicking “Send”.

Facebook

Action Error Message  Solution 
Action may vary. “Facebook API is busy.” Try reconnecting your social network. Should you continue to experience issues, please contact the support team.
Attempting to schedule a Facebook message. “The user must be an administrator of the page in order to impersonate it.”  The user who originally connected the page has had their admin status changed. Reconnect the social network using updated credentials.
Attempting to schedule a Facebook message.
  • “(#368) The action attempted has been deemed abusive or is otherwise disallowed.”
  • “Warning: This Message Contains Blocked Content: Some content in this message has been reported as abusive by Facebook users.”
The URL in the scheduled message has been flagged by Facebook’s spam filter. Shorten the link again and reschedule the message. 

Google+

Action Error Message  Solution 
Hootsuite posting your scheduled message. “Error refreshing the OAuth2 token, message: “(“error” : “invalid_grant”)” Something in the social networks API is dated. This could be due to a password change or a product update. Social network reconnection is required.

LinkedIn

Action Error Message Solution
Attempting to post a message. “There was an error sending to (username), please check and resend.”

Message exceeds LinkedIn character limit. Reduce message and resend.

tip_icon_41_47.png

  • LinkedIn personal profile comments: 700
  • LinkedIn pages: 689
  • LinkedIn page comments: 700
  • LinkedIn groups: 200
  • LinkedIn group comments: 840

WordPress.org

Note: This applies to the WordPress.org app.

Action Error Message Solution
Attempting to connect your WordPress.org app. “Error: Could not find your blog.” Although the blog could be valid, when the format/customization is too complex, errors can occur. Simplified blogs that use templates work best.

Amanda S April 17, 2013 Dashboard / Analytics

Analytics reports demonstrate the value of your marketing practices. They compile and visualize your social media data based on the templates and modules selected when the report is built. Custom data can be compiled from sources including Twitter, Google Analytics, Facebook Insights and Ow.ly. Data may also be supplemented with textual commentary.

tip.png Analytics reports can be shared with any Hootsuite user.

 Analytics Points

Most analytics reports require analytics points to build them. Reports use modules and templates that range in point value. On average, 50 analytics points are needed to create one report. This is why additional analytics points (add-on packages) are available in increments of 50 (e.g. 1 report = 50 points; 2 reports = 100 points).

Viewing or editing an existing report does not use points, but adding new modules to an existing report does. Deleting a report will restore your point balance. Restored points can be reused to create new reports.

Hootsuite Free

  • Includes 0 points.
  • Two reports can be active (created) at one time.
  • A plan upgrade is required to purchase analytics points (add-on package).

Hootsuite Pro Monthly

  • Includes 50 points.
  • An optional add-on Package (additional analytics points) can be added, and is a recurring monthly charge.
  • Analytics points added mid-cycle will be charged pro rata (from that date until your billing date), and resume standard billing the following month.
  • Cancelling additional analytics points can be completed from your Billing page, and should be done before your billing date to avoid unwanted charges.
  • Cancelling additional analytics points mid-cycle will result in a prorated account credit.

Hootsuite Pro Annual

  • Includes 50 points.
  • An optional add-on (additional analytics points) can be added at a discounted rate because it is a long-term commitment.
  • Analytics points added mid-cycle will be charged pro rata (from that date until the completion of your one-year plan).
  • Cancelling additional analytics points can be completed from your Billing page, and should be done before your billing date to avoid unwanted charges.
  • Analytics points removed mid-cycle will remain active until the completion of your one-year commitment, without proration.

Hootsuite Enterprise

  • Includes unlimited points.

 Analytics Templates

Analytics report templates are the foundation of custom reports. Each template is pre-built with specific modules to get you started, but can be customized by adding, editing or removing modules.

Templates

Availability

Template

Description

Points

  • Free
  • Pro
  • Enterprise

Custom Report

A blank report template ready for complete customization.

0

  • Free
  • Pro
  • Enterprise

Twitter Profile Overview

Data generated from your Twitter network, includes Twitter: Profile Summary, Twitter: Follower Growth; Twitter: Keyword over time; and Ow.ly: Most Popular Links.

0

  • Pro

Twitter Engagement – Summary

Data generated from your Twitter network, includes Twitter: Follower Growth – Count; Twitter: Mentions – Count; and Twitter: Retweets – Count.

50

  • Pro
  • Enterprise

Twitter Engagement – Detailed

Data generated from your Twitter network, includes Twitter: Follower Growth – Count; Twitter: Mentions – Detailed; and Twitter: Retweets – Detailed.

50

  • Enterprise

Twitter Aggregate

Data generated from your Twitter network, includes Twitter: Follower Growth – Aggregate; Twitter: Mentions – Aggregate; and Twitter: Retweets – Aggregate.

75

  • Free
  • Pro
  • Enterprise

Facebook Page Overview

Data generated from your Facebook Page profile, includes Snapshot: Total Likes, New Likes, Page Engagement, Weekly Total Reach; Daily Likes; and Daily Post Feedback.

0

  • Pro
  • Enterprise

Facebook Insights

Data generated from your Facebook Page profile, includes Snapshot: Total Likes, New Likes, Page Engagement, Weekly Total Reach; Daily Post Feedback; Per-Post Metrics Top 10; Likes by Region; Likes by Demographic; Daily Likes; Likes by Language; and Likes by Source.

30

  • Enterprise

Facebook Aggregate

Data generated from your Facebook Page profile, includes Facebook Insights: Likes – Aggregate; and Compare Public Pages.

15

  • Pro

LinkedIn Page Insights

Data generated from your LinkedIn network, includes Snapshot: Total Followers, New Followers, Impressions, Engagement; and Company Wide Engagement.

20

  • Pro
  • Enterprise

Google Analytics

Data generated from your Google Analytics account, with the option to add Sent Tweets overlay, includes Site Visitors Overview, Sparklines, Regional Site Traffic – Map Overlay, Traffic Sources and Top Content.

50

  • Free
  • Pro
  • Enterprise

Ow.ly Click Summary

Data generated from your Twitter network, includes Ow.ly: Summary Stats; Clicks by Region; Top Referrers; and Most Popular Links.

0

  • Free
  • Pro
  • Enterprise

URL Click Stats – Ow.ly

Data generated from your Twitter network, includes click stats from your Ow.ly, Ht.ly or vanity URL.

0

 Analytics Modules

Analytics modules are the building blocks of reports. Each one displays a specific collection of data. Modules are adjustable and revisable.

 Twitter

Twitter

Availability

Module

Description

Data Collection

Points

  • Free
  • Pro
  • Enterprise

Profile Summary

An overview of the selected Twitter account. Includes followers, following and lists.

Tip: Export this data to a .csv file for long-term benchmarking and analysis.

Begins the date/time the report is created.

Historical data is always a real-time read of data from Twitter.com.

0

  • Pro
  • Enterprise

Retweets – Count

A summary graph of retweets for the selected Twitter account and time period. Includes a count and graph.

Pro: Begins the date/time the report is created.

Enterprise: Begins as soon as the Twitter account is connected to Hootsuite.

Tip: When exporting to PDF, the module will be set to show the top 10 mentions for your brand, based on user Klout score. A .csv export will show all interactions.

25

  • Pro
  • Enterprise

Retweets – Detailed

A graph with detailed information about retweets for a selected Twitter account and time period.

Includes a count graph, an aggregate count of top retweeted messages for the selected time period and a list of all of the users who retweeted your messages, including their Klout Score.

Pro: Begins the date/time the report is created.

Enterprise: Begins as soon as the Twitter account is connected to Hootsuite.

Tip: When exporting to PDF, only the top 10 retweets will be displayed, based on the quantity of retweets. A csv export will show all interactions.

25

  • Enterprise

Retweets – Aggregate

A graph of retweets for up to 100 Twitter accounts.

A color-coded graph displays when using up to 20 Twitter accounts. For 21+ Twitter accounts, a solid-graph displays.

Tip: When using 21+ Twitter accounts try exporting your report as .csv file. This provides further analysis by listing data in columns.

Pro: Begins the date/time the report is created.

Enterprise: Begins as soon as the Twitter account is connected to Hootsuite.

25

  • Pro
  • Enterprise

Keyword – Count

A graph of Twitter keywords over time.

Shows the frequency of the keyword appearing on Twitter over time.

Also includes a total count of the number of times the keyword appeared on Twitter in total over the time period selected.

A keyword subscription is created as soon as this module is added to a report.

Historical data will not be available unless a different Hootsuite user previously created a report for the same keyword

10

  • Pro
  • Enterprise

Mentions – Count

A summary graph of mentions for a selected Twitter account and time period. Includes a count and graph.

Pro: Begins the date/time the report is created.

Enterprise: Begins as soon as the Twitter account is connected to Hootsuite.

25

  • Pro
  • Enterprise

Mentions – Detailed

A graph with detailed information about mentions for a selected Twitter account and time period.

Includes a count, graph and details of the mentions for the time period selected, including a list of all users who mention your account, what they wrote, and their Klout Score.

Pro: Begins the date/time the report is created.

Enterprise: Begins as soon as the Twitter account is connected to Hootsuite.

25

  • Enterprise

Mentions – Aggregate

A graph of mentions for up to 100 Twitter accounts.

Pro: Begins the date/time the report is created.

Enterprise: Begins as soon as the Twitter account is connected to Hootsuite.

25

  • Pro
  • Enterprise

Follower Growth – Count

A line graph of Twitter follower growth for a selected Twitter account over a selected time period.

Note: Total Followers in the top-left corner of the module (when a report is created), will always display a current reading of followers.

Pro: Begins the date/time the report is created.

Enterprise: Begins as soon as the Twitter account is connected to Hootsuite.

Note: Module was released on March 8, 2013. Historical data is not available before this date.

20

  • Enterprise

Follower Growth – Aggregate

A graph of followers for up to 100 Twitter accounts.

Pro: Begins the date/time the report is created.

Enterprise: Begins as soon as the Twitter account is connected to Hootsuite.

25

  • Free
  • Pro
  • Enterprise

Keyword over time

View Twitter keywords over time for a single Twitter account.

Historical data limited to six days.

0

  • Pro
  • Enterprise

Compare Keywords (line)

Compare Twitter keywords over time.

Displays the frequency of your keywords appearing on Twitter over time.

Tip: Comparing various properties, brands, products or keywords can be used to segment data and measure key performance indicators (KPIs).

Begins collecting when a report has been setup for that keyword.

20

  • Pro
  • Enterprise

Compare Keywords (stacked)

Compare Twitter keywords over time.

Similar to Compare Keywords (line), but displays your keywords stacked in aggregate.

This is useful for a product line or mentions of related terms that can be stacked. It is also a good module to represent ‘share of voice’ over time.

Begins collecting when a report has been setup for that keyword.

20

  • Pro
  • Enterprise

Compare Keywords (pie)

Compare Twitter keywords over time, displayed as a pie chart.

Display what percentage of total mentions for all terms are represented by each keyword (also known as ‘share of voice’).

Begins collecting when a report has been setup for that keyword.

20

  • Pro
  • Enterprise

Twitter Sentiment

An analysis of the conversational tone of a keyword search. It reads sentiment from the last 100 tweets in the last 7 days that mention the keyword.

Tip: A valuable metric for benchmarking what people are saying about the keyword on Twitter.

Begins collecting when a report has been setup, but only saves up to the last 100 tweets.

30

 LinkedIn

LinkedIn

Availability

Module

Description

Data Collection

Points

  • Pro
  • Enterprise

Snapshot

Summary of LinkedIn Company Page activity.

Includes: Total Followers, New Followers, Impressions, Engagement (Likes, clicks, comments and shares), and percentage increase or decreases for those stats month over month.

A monthly summary of LinkedIn Company Page activity month of month starting with the previous month. Example: If it’s March 28 you will be viewing stats for February with growth percentage compared to January.

Shows month over month growth for the last complete month, as well as the previous month.

10

  • Pro
  • Enterprise

Company Update Engagement (Per-Post Metrics)

Update Engagement for your LinkedIn Company Page. This monthly summary is a Company Page’s per-post metrics.

Includes: Date and time of company page posts, the content of the post and the number of people who liked and commented on it.

Clicking the number of likes or comments will also show the users who liked or commented on a post.

Up to 30 days of historical data is available for all pages.

10

 Facebook

important_icon_37x44.png There could be a 24-96 hour delay on some Facebook data, the same as on Facebook.com.

Facebook

Availability

Module

Description

Data Collection

Points

  • Free
  • Pro
  • Enterprise

Snapshot

A summary of Facebook Page activity during a specified date range. 

Includes:

Total Likes: Total likes for your Page as of the most recent date of the report. The percentage increase shows the increase of total likes day over day. For example, if the increase says 1% and the total number of likes is 101, then in the last day we saw 1 new like.

New Likes: The number of new likes over a selected time period. The increase number is the daily average growth of likes/fans.

Weekly Total Reach: The number of unique people who have seen any content associated with your Page for the week ending with the selected end date.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

0

  • Free
  • Pro
  • Enterprise

Daily Likes

The number of people who liked or unliked your Page during a specific date range are charted on the same graph.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

0

  • Pro
  • Enterprise

Likes by Demographic – Graphical

The number of people who liked your Page broken down by gender and age.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Enterprise

Likes - Aggregate

The number of people who liked or unliked your Facebook Page, across multiple Facebook Pages. *Up to 100 profiles.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

10

  • Pro
  • Enterprise

Likes by Demographic – Tabular

The number of people who liked your Page, broken down by gender and age.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Pro
  • Enterprise

Reach by Demographic – Graphical

The number of people who saw any content about your Page for each age and gender bracket.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Pro
  • Enterprise

Likes by Region

The number of people who liked your Page broken down by country.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Pro
  • Enterprise

Reach by Region

The number of people who saw any content about your Page broken down by city.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Pro
  • Enterprise

Likes by Language

The number of people who liked your Page broken down by language.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Pro
  • Enterprise

Per-Post Metrics

Per-post metrics for your Page including Reach, Engaged Users, Talking About This and Virality.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Pro
  • Enterprise

Per-Post Metrics Top 10

The top 10 posts from your Page for the selected metric: Reach, Engaged Users, Talking About This or Virality.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Free
  • Pro
  • Enterprise

Daily Post Feedback

Daily likes, comments and shares for posts to your Page, over a specified time period.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

0

  • Pro
  • Enterprise

Daily Page Activity

Wall posts, videos and photos posted to your Page over a specified time period.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Pro
  • Enterprise

Compare Public Pages

Compare public Facebook Pages: ‘Page Likes’.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Pro
  • Enterprise

Gender Summary

Overview of male/female distribution of fans for your Page.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

5

  • Pro
  • Enterprise

Compare Daily Likes

Compare daily likes of a Page during a specified date range.

Data is available for all Pages going back to Page creation on Facebook.

Data contains information on all Facebook activity, not just those posted on Facebook.

30

 Google Analytics

Google Analytics

Availability

Module

Description

Data Collection

Points

  • Pro
  • Enterprise

Site Visitors Overview

See how many visits your website has received. Optional overlay of the number of tweets sent from a handle.

The entire history of the website’s analytics is available.

20

  • Pro
  • Enterprise

Regional Site Traffic – Map Overlay

Global heatmap of visitors for the selected Google Analytics website profile, for a specified time period.

The entire history of the website’s analytics is available.

10

  • Pro
  • Enterprise

Traffic Sources

Top referring domains for your Google Analytics website profile, for a specified period. Includes: Direct, search and referring traffic source types.

The entire history of the website’s analytics is available.

5

  • Pro
  • Enterprise

Top Content

Most popular content, by page URL, for your Google Analytics website profile, for a specified period.

The entire history of the website’s analytics is available.

5

  • Pro
  • Enterprise

Sparklines

Vital statistics (Pageviews, visitors, bounce rate, average time on site, percentage of new visitors) for your Google Analytics website profile, for a specified time period.

The entire history of the website’s analytics is available.

10

 Message Tagging

Message Tagging

Availability

Module

Description

Data Collection

Points

  • Enterprise

Outbound – Message Count & Feedback

A tabular summary of the counts and feedback for the selected outbound tag(s) over a specified time period.

Feedback includes retweets (old and new style) from Twitter and reach/engaged users talking about this from Facebook posts for the selected outbound tag(s) over a specified time period.

Data collection begins when the first message is tagged.

 

Tip: Messages must be tagged at the time they are composed and sent.

20

  • Enterprise

Outbound – Message Detail & Feedback

A tabular summary of the messages sent and feedback.

Feedback includes retweets (old and new style) from Twitter and reach/engaged users talking about this from Facebook posts for the selected outbound tag(s) over a specified time period.

Data collection begins when the first message is tagged.

20

  • Enterprise

Inbound – Message Count

A tabular summary of the counts for the selected inbound tag(s) over a specified time period.

Tip: Can be exported into a .csv file and made into a pie chart or other visualization.

Data collection begins when the first message is tagged.

10

 Team

important_icon_37x44.png  All Team modules require the social network be owned by an Enterprise organization to display data.

Team

Availability

Module

Description

Data Collection

Points

  • Enterprise

Social Network Activity

Counts messages sent, assigned and resolved over a specified time period for each user per selected social network.

Includes: Response time and percentage.

Begins collecting data the day you become an Enterprise user.

10

  • Enterprise

Team Activity

Counts messages sent, assigned and resolved over a specified time period for each user per selected team.

Includes: Response time and percentage.

Begins collecting data the day you become an Enterprise user.

20

  • Enterprise

Organization Activity

Counts messages sent, assigned and resolved over a specified time period for each user for the selected organization.

Includes: response time and percentage.

Begins collecting data the day you become an Enterprise user.

20

  • Enterprise

Social Network Post Details

Counts details of posts sent over a specified time period for a social network.

Details include: When, what and by whom and number of messages.

Details not included: Facebook comments, private messages or Twitter direct messages.

Begins collecting data the day you become an Enterprise user.

5

  • Enterprise

Compare Post Counts

Graph of the posts sent over a specified time period for up to five social networks.

Begins collecting data the day you become an Enterprise user.

Tip: For all team analytics, messages must be sent via Hootsuite web or Hootsuite for mobile.

10

 Click Stats (Owly)

Click Stats (Owly)

Availability

Module

Description

Data Collection

Points

  • Free
  • Pro
  • Enterprise

Click Stats

Total clicks on a single link, during a specified date range.

Includes: Link creation date and total clicks.

Tip: Links shortened using ow.ly can be pasted anywhere and click stats will still be available.

Begins collecting from first use of ow.ly to shorten links.

0

  • Free
  • Pro
  • Enterprise

Summary Stats

Total clicks from all links sent from your Twitter profile during a specified date range.

Includes: Link creation date and total clicks.

Tip: Links shortened using ow.ly can be pasted anywhere and summary stats will still be available.

Tip: Link must be shortened and sent through to a Twitter profile at the time the link is created in order to be tracked in this module.

Stats are delivered for clicks received during the time frame being referenced, not based on link creation date.

0

  • Free
  • Pro
  • Enterprise

Clicks by Region

Breakdown of clicks by country for all links sent via Twitter profile during a specified date range.

Begins collecting from first use of ow.ly to shorten links.

0

  • Free
  • Pro
  • Enterprise

Top Referrers

List of most popular referrer domains for all links sent via your Twitter profile during a specified date range.

Begins collecting from first use of ow.ly to shorten links.

0

  • Free
  • Pro
  • Enterprise

All Links

List of all links (that have been clicked) sent from your Twitter profile for a specified date range.

Begins collecting from first use of ow.ly to shorten links.

0

  • Free
  • Pro
  • Enterprise

Most Popular Links

List of most clicked links sent via your Twitter profile for a specified time period.

Begins collecting from first use of ow.ly to shorten links.

0

  • Pro
  • Enterprise

Compare Summary Stats

Compare clicks from all links sent from multiple Twitter profiles during a specified date range.

Begins collecting from first use of ow.ly to shorten links.

25

 Google+

important_icon_37x44.png  All Google+ modules require that the Google+ Page be owned by an Enterprise organization to display data.

Google+

Availability

Module

Description

Data Collection

Points

  • Enterprise

Followers

Google+ Page follower count during a specified date range.

Collected at time of report creation.

5

  • Enterprise

Posts Count

Number of posts on a Google+ Page during a specified date range.

Collected at time of report creation.

5

  • Enterprise

Aggregated Post Comments

Aggregated comment count of a Google+ Page during a specified date range.

Collected at time of report creation.

5

  • Enterprise

Aggregated Post +1s

Aggregated post +1s of a Google+ Page during a specified date range.

Collected at time of report creation.

5

  • Enterprise

Aggregated Posts Re-shares

Aggregated post Re-shares of a Google+ Page during a specified date range.

Collected at time of report creation.

5

 General

General

Availability

Module

Description

Points

  • Free
  • Pro
  • Enterprise

Header Text – Full Size

Include a custom header on your report (full width).

0

  • Free
  • Pro
  • Enterprise

Header Text – Half Size

Include a custom header on your report (half width).

0

  • Free
  • Pro
  • Enterprise

Paragraph – Full Size

Include context and extra information in your report in a text block (full width).

0

  • Free
  • Pro
  • Enterprise

Paragraph – Half Size

Include context and extra information in your report in a text block (half width).

0

Amanda S July 3, 2012 Account and Billing / Account and Billing

Hootsuite Pro Overview

Included

Optional Addon Packages

Advanced message scheduling --
Basic app integration  (Learn about premium app billing)
You + 1 team member for organization collaboration Up to 8 more team members
Connect up to 50 social profiles Up to 50 more profiles can be added in increments of 10
Account and technical support Hootcare, prioritized technical support
ow.ly, ow.li, ht.ly, htl.li URL shorteners Vanity (custom) URL
1 analytics package (50 points) Up to 10 analytics packages can be added
Archive up to 100 Tweets Archive up to 100,000 Tweets
Online Help Desk (knowledge base) Hootsuite University

Hootsuite Pro Plan Actions

 Update Invoice Preferences

Invoice Preferences can be updated to include internal reference numbers, as well as a secondary email address.

The secondary email address will be CC'ed on all emails, and can be useful when parties other than you (accountants, for example) are responsible for maintaining billing information.

To update invoice preferences

  1. Select Settings settings_gear_icon_22x22.png from the left-aligned launch menu.
  2. Click the Billing tab.
  3. Enter updated invoice information in the corresponding text box, and then click Save Invoice Preferences.

 Review Invoices or Update Billing Information

Up-to-date billing information helps to ensure your account stays active. Accounts with dated billing information can enter a state of dunning. This is when an account becomes temporarily deactivated until billing information is updated, and overdue balances can be settled.

To review an invoice or update your billing information

  1. Select Settings settings_gear_icon_22x22.png from the left-aligned launch menu.
  2. Click the Modify or Upgrade plan button.
  3. Click the Billing Info tab.
  1. To view an invoice, select View Invoice from the "Sent Invoices" box.
  2. To update billing information, edit billing fields below the "Sent Invoices" box, and then click Save Changes.

Alternatively, click Cancel to stop this process.

 Review/Change Your Plan

A Hootsuite Pro plan can be upgraded to a Hootsuite Enterprise plan or downgraded to a Hootsuite Free plan.

Upgrading to a Hootsuite Enterprise plan can be done at any time. Because these plans are structured a little differently, we invite you to register for a live demo.

A Hootsuite Pro plan billed monthly can also be downgraded to a Hootsuite Free plan at any time. However, annually billed Pro plans are a one-year commitment. While annual Pro plans downgrade requests can be submitted, the plan will not be downgraded until the one-year commitment is complete.

Downgrading from Hootsuite Pro means the loss of organization/team collaboration content, including messages scheduled with social networks belonging to your organization. Reclaiming ownership of your social networks or editing scheduled messages will allow you to save scheduled content before downgrading.

reminder_icon_43x62.png Avoid unwanted charges by downgrading your account five business days before your billing date.

To review/change your plan type

  1. Select Settings settings_gear_icon_22x22.png from the left-aligned launch menu.
  2. Click the Modify or Upgrade plan button.

tip_icon_41_47.png Review past invoices by clicking the Billing Info tab. Return to your current plan by clicking the Plan and Features tab.

  1. Click Change plan type listed below "Current Plan".
  2. Complete A or B
  1. To begin your upgrade to a Hootsuite Enterprise plan, click Request info, and then complete the “Join us for a Live Demo” form.
  2. To downgrade to a Hootsuite Free plan, click Downgrade.
    1. Click to select your reason for downgrading, and then click the Downgrade me button.

Alternatively, click the Stay with Pro button to keep your Hootsuite Pro plan.

 Switch to Monthly or Annual Billing

Hootsuite Pro offers the flexibility of monthly and annual billing.

A monthly billed plan, including addon packages, can be changed to an annually billed plan at any time. Your monthly billing date becomes your annual billing date.

Addon packages added to an annual plan are a one-year commitment or, addon packages added mid-term are invoiced and charged pro rata (from the sign up date until the end of your one-year commitment).

While an annually billed plan is a one-year commitment, you have the option to switch to monthly billing as your one-year commitment comes to an end.

reminder_icon_43x62.png On day 366 (the first day after your annual plan has ended), your account will auto-renew to annual billing unless another option has been selected. Avoid unwanted charges by making account changes five business days before your annual billing date.

To switch to monthly or annual billing

  1. Select Settings settings_gear_icon_22x22.png from the left-aligned launch menu.
  2. Click the Modify or Upgrade plan button.
  3. Click to select Monthly billing or Annual billing below “Manage optional Addon Package”.
  4. Click the Save Changes button.

Alternatively, click Cancel to stop this process.

 Add or Remove Addon Packages (Account Features)

Update your Hootsuite account features with addon packages. They do not require a plan change, and addon billing aligns with your plan billing.

Addon packages added to an annual plan are a one-year commitment or, addon packages added mid-term will be invoiced and charged pro rata (from the sign up date until the end your one-year commitment).

Should you no longer require addon packages, those billed on a monthly basis can be removed or downgraded at any time. Annual plans, however, are a one-year commitment and cannot be removed or downgraded until the one-year commitment is complete.

reminder_icon_43x62.png Avoid unwanted charges by cancelling or downgrading addon packages five business days before your billing date.

To add or remove addon packages

  1. Select Settings settings_gear_icon_22x22.png from the left-aligned launch menu.
  2. Click the Modify or Upgrade plan button.
  3. Click to adjust (add or remove) the addon(s), and then click the Save Changes button.

Alternatively, click Cancel to stop this process.

 Redeem Coupons

Redeem Hootsuite coupons by adding them to your billing page, accessible from the Settings section. Coupons take immediate effect.

To redeem a coupon

  1. Select Settings settings_gear_icon_22x22.png from the left-aligned launch menu.
  2. Click the Modify or Upgrade plan button.
  3. Click to select the addon feature related to coupon.
  4. Enter your coupon code, and then click the Add Coupon button.
  5. Click the Save Changes button.

Alternatively, click Cancel to stop this process.

 Cancel Account

Cancelling a Hootsuite account requires (when applicable):

  • Deleting a Hootsuite Organization created in your dashboard;
  • And a $0 account balance.

Updating your method of payment will settle an overdue balance, allowing you to make account changes. Should you have an annually billed Hootsuite Pro plan, it is important to note that it is a one-year commitment. While cancellation requests can be submitted, the plan cannot be downgraded or cancelled until the one-year commitment is complete.

reminder_icon_43x62.png Avoid unwanted charges by cancelling your account five business days before your billing date.

To cancel your Hootsuite Pro account

  1. Select Settings settings_gear_icon_22x22.png from the left-aligned launch menu.
  2. Scroll down to the bottom of the window, and then click Account Removal.

Note: If you do not see “Account Removal” your account balance may exceed $0. Updating your method of payment will resolve this.

  1. Enter your reason for cancelling, and then click Remove Account.

Alternatively, click Return to Dashboard to keep your account.