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Connection Issues

This page covers common problems with connecting and maintaining social media platform accounts in Soku, and how to resolve them.

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OAuth Authorization Failures

If the OAuth flow fails when you try to connect a platform:

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Pop-up blocked

Many browsers block pop-up windows by default. The OAuth authorization flow opens in a new window or pop-up. Fix: Allow pop-ups from mysoku.io in your browser settings, then try connecting again.

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Browser extension interference

Ad blockers, privacy extensions, and script blockers can interfere with OAuth redirects. Fix: Temporarily disable browser extensions (or try an incognito/private window) and attempt the connection again.

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Platform-side error

Occasionally the social media platform itself may be experiencing issues. Fix: Wait a few minutes and try again. Check the platform’s status page to see if there is a known outage.

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Wrong account selected

If you have multiple accounts on a platform (personal and business, for example), you may have authorized the wrong one. Fix: Disconnect the account in Settings > Integrations, then reconnect and make sure to select the correct account during the OAuth flow.

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Expired Tokens

Soku stores authorization tokens for each connected platform and automatically refreshes them in the background. However, there are situations where a token can expire and cannot be refreshed automatically.

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Why tokens expire

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How to tell if a token has expired

Go to Settings > Integrations and check the token status indicator for each connected account:

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How to fix an expired token

  1. Go to Settings > Integrations.
  2. Find the account with the red status indicator.
  3. Click Re-authorize (or Connect again).
  4. Complete the OAuth flow on the platform’s authorization page.
  5. The status should return to OK (green).
If you have scheduled posts targeting an account with an expired token, those posts will fail when they attempt to publish. Re-authorize the account as soon as possible to avoid missed posts.

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Automatic Token Refresh

Soku runs background token refresh processes to keep your connections active. Here is how token refresh works for each platform: In most cases, token refresh happens invisibly in the background and you never need to take action. If automatic refresh fails, the account’s status changes to Warning or Danger.

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Platform API Rate Limits

Social media platforms enforce their own API rate limits, separate from Soku’s rate limits. If a platform temporarily blocks requests from Soku due to high volume, you may see temporary publishing failures. Symptoms:
  • Posts fail with a platform-specific rate limit error.
  • Multiple posts to the same platform fail in quick succession.
  • Publishing succeeds again after waiting a short time.
How to fix:
  1. Wait and retry. Platform rate limits are temporary and usually reset within minutes.
  2. Space out your posts. If you are publishing many posts to the same platform in a short window, consider spreading them out over a longer period.
  3. Check the platform’s API documentation for specific rate limit details if you are publishing at high volume.
Soku handles platform rate limits gracefully when possible and will automatically retry failed publishes in many cases.

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Re-authorization Needed

There are several situations where you may need to re-authorize a connected account:

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Still Having Connection Problems?

If you have tried the steps above and are still unable to connect or maintain a platform connection:
  1. Try a different browser or device.
  2. Check if the platform is down on their official status page.
  3. Contact Soku support with the platform name, your account email, and a description of the error you are seeing.