Troubleshooting

Ahhh. Cookies.

Instagram (and the rest of the world) recently updated their privacy policy to make sure they’re GDPR compliant – which includes needing to make sure you’ve accepted cookies.
They have reported that people mostly in the EU are currently having problems logging in – because they haven’t accepted cookies.

Whilst they have acknowledged there is a bug they’re working on as a top priority – they haven’t provided a workaround.

Some of our other Plann’ers from the EU affected have shared:

– Logging onto Instagram WEB and accepting cookies, then logging in and out of Plann and being re-authenticated when signing back into Instagram worked.

– Others have reported that they kept trying to login a number of times until they eventually got in.

Now that we have your email, we’ll let you know as soon as we know anything more, or when Facebook have fixed their bug and get you straight back into your gallery.

We don’t expect it to be too far away, unfortunately we wish it was more in our control as we would have fixed it for you already.

In order to make your life easier, we’re constantly updating and adding to our walkthrough videos as new features are built.
You can visit them anytime via the Apps MENU, or simply visit our WALKTHROUGHS now.

Is there something you’re unsure of, not sure how to use, or want us to create a video so you can understand how to best use it?
Let us know by shaking your phone inside the app and sending through a request! We love your messages and read all of them.

Once you’ve finished your 5-day PREMIUM trial, you’ll automatically be placed on our free LITTLE plan.
You can still experience how Plann can help you and be able to schedule 30 posts per calendar month.

Please note: if you’ve Plann’d more than one Instagram gallery and you’ve not upgraded by the end of the free trial, we are unable to store or hold your additional accounts – these will be lost.
There is no way we can retrieve them so we highly recommend upgrading before the end of your trial to avoid any heartbreak </3

To discover our full list of features to help you grow your account, check them out here.

The LOGIN screen is a screen from Instagram, you’re logging into their database so we can access your previous 20 images and unfortunately we have no control over them saying your password is wrong.
Firstly, please follow Instagrams troubleshooting guide for how to reset your password.

If you are adamant that you are using the correct password, here are the reasons we’ve learned that could fix it:

–  Have you recently changed your password and currently using other apps logged into Instagram with the old password?
(the permissions are remembering your old password so you’ll need to update all apps).

– Clear the Cache on your phone, we’ve heard this helps.
– Make sure your Instagram App is completely updated.
– Login to Instagram on your desktop and check the permissions you’ve given to other programs/apps, are some of these using the old password, or do you need to remove any?

If you’re still having trouble, please contact Instagram directly for troubleshooting. 

Yes!

For example, if you’re running both iPhone and an iPad you can definitely sync your Plann across them both.

All paid users automatically have access to our global server network, allowing everything to be backed up and shared across your devices.
Simply log into Plann on your other device and you’ll see your images, captions, hashtags and scheduled times appear like magic.

Tried it and it’s not working?
– Ensure you’re upgraded on any of our paid plans (they start from as low as $3!)
– Make sure you’re using the same ID across both devices, it’s how Apple and Google know you’ve purchased.
– If you’re having trouble syncing across iOS and Android, please get in touch via the app and we’ll help you out, Google and Apple aren’t the best of friends sometimes!

Still having trouble?
Send us a message through the app and we’ll get right on it!

It’s incredibly easy to set up a team with Plann!

After Instagram recently announced Auto-Posting abilities, we’ve been working away in the background to make sure you’ll get the new features as quickly as possible.

As it’s very new, we’re still watching how it will affect our lovely Plann’ers.

Here are a few examples:
– If you auto-post using hashtags, they are not counted (i.e. shadow-banned).
– You can only auto-post an image (no video, no carousels etc).
– Reach so far looks to be reduced.
– You can only use auto-posting if you have a FB business page.

There are also rules that we need to abide by and go through rigorous approvals with Facebook/Instagram behind the scenes.

It is obvious that IG will be making many changes over the next few months to their API so while people want auto-post – we’re not convinced it’s the solution everyone was wanting just yet.

We’re doing our best to spot the mistakes those in BETA are making and see how we can make it better – continuing our mission of delivering a full management tool that you love using to grow your business.

Plann was originally designed for the busy person on the go and right now is mobile only.

We’d love to create a desktop platform of Plann for you and your team!

Plann is completely customer funded, so the more support of the app we get – the more features and abilities we’re able to build for you!
(psst, you can help by sharing the app with those who might fall in love with us too!)

*sigh. Sometimes technology doesn’t go as smoothly as the experience we designed for you.

I’m on a paid Plann and I lost images?
In some very rare occasions, your Plann might experience a temporary loss of communication with our servers, and need a ‘kickstart’.

How do I get them back?
Simply logout of your Instagram account, then log back in.
Click on your username in the main gallery and you’ll notice a circle with a line through it, this is the logout button, click this to logout.

Logging back in should re-establish your connection with Plann’s global server network and bring your work back.

If you are on the LITTLE plan or participating in our FREE TRIAL, remember to save your work as logging out will remove your data.

Didn’t work? We’re here to help.
Send a message through the app from the CONTACT US button – we’ll be there to help within 24hrs Mon-Sat.

Run into something that isn’t working properly, or getting a crash?
Every Plann update includes performance updates, but as we support over 10,000 devices sometimes we can miss something.

If you’re experiencing any crashes or performance problems problems, (and you’re definitely using the most recent version of Plann and checked there are no updates), we’d love to know about it so we can get rid of it!
Please send us a message through the app, it tells us heaps of information about your device, and what steps you were taking when it happened so we can look into it for you straight away.

If for some reason the app does not allow you to send it, please email support@plannthat.com with screenshots, what type of device you are using and the steps you were taking when something went wrong. We’ll be there to help within 24hrs Mon-Sat.

1. Tap the + symbol to ADD MEDIA.
2. Tap the ‘Add Carousel’ button.
3. Select multiple images you want to add to the post in the order you would like.
4. At the time of posting, we’ll push the first image to your Instagram feed.
5. The rest of your images will appear in the top of your camera roll for you to select into the multi post.
(We are unable to push them all at once for you due to Instagrams ‘NO AUTOMATION’ rule, we do this to keep your account safe ?)

*We’re currently working on our Carousel feature and hope to introduce a number of improvements soon, including the ability to reshuffle and batch-edit images.

We heard your cries for help: ‘I don’t know what to post! AHhhh!’

Our strategy feature does it’s best to teach our community that marketing is a story-telling vehicle, and help in times when you’re stuck for what to post next.

Instead of posting your portfolio, or your breakfast as a last minute thought, our strategy feature highlights the best themes to tell a well-rounded brand story. You can use our pre-selected themes, or add your own custom themes to nail your story perfectly.

We also have a walkthrough available for you here.

Once you ‘post’ to Instagram, Plann will remove your image after 5 minutes from the gallery.

We have worked with Instagram to display your 18 most recent live images inside Plann, and once you’ve posted, your image will now be shown in this range.

The reason we’ve allowed 5 minutes is because there are chances you might be logged into the wrong Instagram account, or for any reason you’ve been distracted, so we allowed a few extra minutes so there is no extra stress at posting time.

We worked with Instagram to make sure you can see your most recent 18 live posts so you can see your whole feed at a glance.

The images are directly mirrored from Instagram servers (in essence we are just borrowing your images from there) so there is no way to ‘re-arrange’ live images.

Plann works in real time so if you want to change your Instagram feed – Plann will update automatically.

We’ve made it easy to tell images apart between Instagram or Plann (other than the fact they don’t move), is that they don’t have a corner tag.

– Logging out and back in again with Plann is usually our first step to troubleshooting, however if you are on the LITTLE plan or FREE TRIAL, please save your work as we only back up our paid plans.

– You’ve changed your password on Instagram but you’re still ‘logged in’ with Instagram over a range of other apps/programs.
The authentication you’ve given is now old, and you’ll need to unlink all of your apps linked to Instagram, re-add them back including Plann and use the new password.

– Not using the most up-to-date operating system.
In order for Instagram to run, they don’t allow older operating systems ‘login’ as easily as others. Please make sure you’re up-to-date with your Apple or Android updates.

– Your internet connection isn’t strong enough for Plann to connect to Instagram.

– Instagram could possibly be running updates and causing a disruption to our service.
If this is a problem coming from us, we will let you know here.

Want to remove (or change!) the notification of a scheduled post?

Simply hold down the clock icon and you’ll notice a ‘REMOVE’ popup.
Pushing this will remove the scheduled time, and if the post is overdue, it will also remove the red bubble sitting on the app on your phones home screen.

Plann is available to purchase via the Apple iTunes and Google Play stores.
Technically, Plann is a product of each app store and subscriptions are managed via each platform.

If you have any questions, after a receipt or need to change your payment details etc, please visit your profile with your respective provider.

Alternatively, here are more details on how subscriptions work.

iOS
Settings > iTunes & App Store > Choose your Apple ID > Subscriptions > Plann
To find out more on viewing, changing or cancelling Apple subscriptions, visit the Apple support page.

Android
Google Play Store > Account > Subscriptions
To find out more on viewing, changing or cancelling Google Subscriptions, visit the Google support page.

Simply choose the bigger option you need, Apple/Google will automatically upgrade your Plann subscription.

Visit your Apple iTunes or Google Play store settings in order to remove your subscription which you can find on your device or in your dashboard.
(We recommend waiting until the end of your billing month.)

Once removed, visit Plann again and choose the new plan that’s right for you.

If you no longer need Plann, we’ll be sad to see you go!

You’ll need to visit your iTunes or Google Play account to remove your subscription to Plann and say your final goodbye.

We’d love to know what we could do better that could have really made a difference for you, or what you felt was missing?

iOS
Settings > iTunes & App Store > Choose your Apple ID > Subscriptions > Plann
To find out more on viewing, changing or cancelling Apple subscriptions, visit the Apple support page.

Android
Google Play Store > Account > Subscriptions
To find out more on viewing, changing or cancelling Google Subscriptions, visit the Google support page.

As we’re a product of Apple and Google – payments are managed through them, please update your billing preference within your app store settings.

Think Plann is missing something that you desperately need, or something that could be better?

While you have Plann open, simply shake your device to send us a message!
You’ll be able to draw on the screen, record your voice or video things you think could be done differently!

We do our best to respond to everyone but if you don’t hear back, don’t stress, we read every single one of them and love hearing what you need.

We’d be thrilled to help!
Visit our MEDIA page and just ask for some beautiful high-res imagery or anything else you need.

Christy Laurence from Sydney, Australia had a vision to create a beautifully simplistic planning tool for a beautifully visual platform.

With no app experience, she left her job as an Advertising Executive (and night-time illustrator!) to build Plann on her own – something she secretly wanted for herself.

After Plann won 4 international awards for helping the small business community, and Christy won ‘Australasian Startup Founder of The Year 2016’  the sky is the limit and we’re all looking forward to seeing what’s next.

If you’d like to help – telling your friends and family that Plann exists is the best thing you can do 🙂

If you’d like to be part of Christy’s journey and interested in BETA testing Plann’s next updates and products, we’d love to hear from you!

Email christy@plannthat.com and we’ll let you know how you can help, because by being apart of our journey – we’ll do our best to help you with yours! xx