Posts can be missing from a Campaign or Signals report for a variety of reasons. Often times, the underlying reason is something you can diagnose by going through the following checklist:
Ensure the Creator is Hired in the Campaign (Campaigns Only)
One of the first things to check is to make sure that the Creator is actually in the Campaign and Hired. If the Creator is not hired, posts will not be pulled in for that Creator.
Check the Campaign/Report Start and End Dates
Another detail to cross reference is to ensure that the Campaign or Signals Report start and end dates encapsulates the date in which the post was published.
In your Campaign, this can be found under Campaign Settings > General > Monitoring:
In a Signals Report, this can be found in the Edit Report menu > Parameters:
📌 It’s important to also consider the times set in your Campaign and your timezone as these can also impact the date/time range.
Check the Monitoring Settings / Filters Applied
This section seems to be where most of the historical instances have been solved. The complications here are likely due to some of the different nuances that live within both the Hashtags, Keywords, and Phrases (HKP) and Brand Mentions settings.
📌 It’s important to remember that there is an OR logic between the Hashtags, Keywords, and Phrases settings and the Brand Mentions toggle. This means that the post can either match through one or more hashtag/keyword/phrase OR by having a proper brand mention.
Hashtags, Keywords, and Phrases
Does the post contain the relevant hashtags/keywords? The first piece to check is to make sure that the post contains either the specified Hashtags/Keywords/Phrases (HKP) or Brand Mention. If the post does not contain the specified HKPs or a proper Brand Mention, the post will not appear in your Campaign or Report.
Are the Hashtags/Keywords/Phrases entered correctly? It’s important to check the spelling and order of the HKPs carefully along with the post in question. Misspellings can cause the post not to be pulled in.
For example, a common mistake is adding or omitting an extra “l” on a word, such as accidentally saying “carefuly” or “carefullly”. This is especially true for long/multi-word hashtags as it’s easy to overlook a misspelling the longer a word is without spaces.
Are the Hashtags/Keywords/Phrases correctly organized in OR/AND logic? The next piece is to understand how boolean logic works for “Hashtags, Keywords, and Phrases”.
For more information on how boolean logic works, please see Boolean Logic.
Brand Mentions
Are the mentions correctly recognized? The final piece is to understand how Mentions work for each Platform. Depending on the Platform, there can be nuances to how Mentions are captured.
For more information on how mentions are captured from each network, please see Mentions Recognition.
Rate Limits
It's important to consider that there are some limitations to how quickly posts are pulled into our platform and, consequently, into Campaigns or Signals Reports.
When a post is published on a social network, it's not always immediately passed through the platform APIs into Sprout Social Influencer Marketing. In some cases, it can take up to several hours from the time the post was created for it to get pulled into a Campaign or Report.
🚧 If a post was published within the last few hours, please allow some time for the post to be captured through the Platform APIs.
If the post is still not appearing after 24 hours, please reach out to our Support Team at [email protected] so we can further assist!
Instagram: Additional Considerations
For Instagram, specifically, there are some additional limitations to take into consideration.
Story Sticker & Tap Tag Mentions
💡 Instagram Story and Tag Mentions, such as sticker mentions and tap tag mentions, are only captured in our platform if the Instagram Story and Tag Mentions integration is enabled with the brand added.
For more information on how to enable the Instagram Story and Tag Mentions integration, check out this article: Tracking Instagram Story and Tag Mentions through Meta's Messenger API
By default (without the Instagram Story and Tag Mentions integration enabled), we do not receive tap tag or sticker mentions via the Instagram/Meta API. Therefore, these types of brand mentions will not trigger posts to be pulled into a Campaign or Signals report.
In the example below, @nike was tagged in the photo using a tap tag mention. However, the caption does not include any hashtags, keywords, or phrases (HKP) related to Nike. In this case, it’s unlikely this post would be pulled into a Campaign.
Similarly, in the example below, @sapphiremedical was mentioned on an Instagram Story using a sticker mention. Without the Instagram Story and Tag Mentions integration enabled, this post would also not pull into a Campaign where the parameter was set to recognize the @sapphiremedical mention. Please note, this applies to both Brand Mentions parameters as well as Hashtags, Keywords, and Phrases if a sticker is used.
Pre-Saved & Re-Posted Stories
If a Creator uploads a pre-saved Story from their camera roll that already had text on it, that text would not be recognized in the platform Essentially, this text is embedded into the image itself and, therefore, is not a part of the caption on Instagram. Due to this, we are not able to recognize the text itself from the Instagram/Meta API.
Similarly, Story posts that are re-posted from another Creator/user are not available via the Instagram/Meta API.
Both types of posts would not result in the post being pulled into a Campaign due to these limitatations.
Collaborative Posts
Instagram has a feature that allows users to create collaborative posts, where more than one Instagram profile can be a part of a single post.
However, there is always a “main profile” designated to the post referred to as the original publisher. This publisher is the Instagram profile that authored and published the post whereas the other profiles are designated as tagged collaborators.
⛔ Note: Due to limitations with Instagram's API, a collaborative post would only be counted for the original publisher and not for the tagged collaborators.
On Instagram, the original publisher can be identified by viewing the author of the post's caption as shown here:
In this example above, the post will appear in both Kroger's (@krogerco) and Joe Burrow's (@joeyb_9) Instagram profile. However, as we we can see in the caption, Kroger is the original publisher while Joe Burrow is the tagged collaborator.
On Sprout Social Influencer Marketing, this would only be a considered a post on Kroger's profile and not a post that on Joe Burrow's profile. This may result in this post not pulling into a Campaign that Joe Burrrow may have been added to due to it not being recognized as his content within our system, only Kroger’s.
24-Hour Stories
Instagram Stories are only "live" for 24 hours before it expires and is archived. Timing of several factors can influence whether an Instagram Story was pulled into our application as well as if the Story preview was captured.
In order for the Story to be fully captured, the following must be true while the Story is live:
The Creator is opted-in to Sprout Social Influencer Marketing
The Creator is hired in the Campaign
The published Story contains hashtags, keywords, or phrases according to the Monitoring settings of the Campaign, and therefore can be pulled into a Campaign.
⛔ Note: If a Creator is not authenticated/opted-in to Sprout Social Influencer Marketing and the Story expires, we are unable to retroactively retrieve this Story.
Please see the following resources to ensure a Creator is signed-up and opted-in to our platform:
Restricted Posts
Certain content published on Instagram can be considered restricted posts according to their Content Restriction policy. In these cases, the viewer must be of a certain age in order to see the content.
This most commonly applies to content that is related to restricted goods and services including content related to alcohol, tobacco, bladed weapons, weight loss products, cosmetic procedures, sex toys, sexual enhancement products, gambling or entheogens.
🚧 Due to Instagram/Meta API limitations, this restricted content is not available in our app by default. The Creator needs to be opted-in to Sprout Social Influencer Marketing in order for their restricted posts to be visible in the app.
You can see if a post is restricted by viewing the post while logged out of Instagram. If it is, in fact, a restricted post, you’ll be met with the screen below:
You can find Instagram/Meta's full policy on restricted goods and services here: Restricted Goods and Services (Meta)
TikTok Mentions Spacing
TikTok’s use of mentions has an unconventional nuance that is not consistent with the experiences on most other platforms such as Instagram. Traditionally, in order to tag or mention another profile, the text must not include any spaces.
For example, to tag the brand Duluth Trading Company’s Instagram profile, this would look like: @duluthtradingcompany.
TikTok, however, will display mentions on their platform with spaces included which is representative of the account name (Duluth Trading Company) rather than the profile handle (@duluthtradincompany) like in this example below:
Despite the user @newbuild_newlyweds successfully and correctly tagging the brand on TikTok, the nuance with spacing is not passed through the TikTok API and, therefore, we are unable to recognize these specific instances as mentions on our platform. It would simply be registered as plaintext.
💡 As a workaround, you can add the keyword "Duluth Trading Company" to your Campaign's Monitoring settings or Signal Report settings as this would capture the plaintext of the brand's mention in TikTok.
Additional Support
If you find that content is still missing after checking all the items in this article, please reach out to our Customer Support team at [email protected] with the following details for further assistance:
Campaign/Signals Report link
Link to missing content