Steve Reardon

*** Updated 8/28 at 5:28 pm PDT ***

We are grateful to have finally received some news from Facebook. While we have not yet been approved to rejoin the beta program that provided the functionality to post directly onto Instagram, we have a plan in place that will restore the majority of our application functionality.

Based on the generic messaging we received yesterday, we assumed that they had interpreted our Instagram API to be in breach of their platform policy, which is why we immediately disabled it. We now have confirmation that that seems to be the case. We were surprised by this ruling and still believe that they are incorrect in this assumption. We have already submitted another appeal to restore this direct posting functionality and will keep you up to date on the status.

In the meantime, we are setting up a new integration with Facebook that should be going live shortly. We will update you as soon as it is ready with instructions on how to start posting again. We will continue to work on solutions for Instagram and are confident that we will be able to restore most of our functionality on that platform as well.

*** Updated 8/27 at 12:35 am PDT ***

We've had multiple, confirmed cases of historical Facebook posts being repopulated with all engagement. This has been our number one priority and we will continue to work on restoring the full functionality of Social Report.

*** Updated 8/27 at 10:33 am PDT ***

In case you are not aware, on Thursday, August 23rd at 2:45 pm PDT, Facebook and Instagram notified us that they paused our integrations on both platforms. This resulted in both an inability to schedule posts on the platforms and caused historical posts using our platform to seem to disappear.

After receiving an email that was marginally more specific letting us know that our Facebook Marketing Partner status was suspended, we are taking steps to try and address the perceived problem. The email shared that “Specifically, we have found Social Report to violate our Instagram Platform Policy, which states: “Don't sell, lease, or sublicense the Instagram Platform or any data derived through the Platform.” This includes access to our APIs.” While the statement is intentionally vague and we have not sold, leased, or sublicensed the platform or any data derived through the platform, there is obviously a reference to an API.

As a precautionary measure and to do whatever we can to encourage Facebook to return your content, we have disabled our API. The API was never sold or commercialized and is common practice in the social media management industry. It is provided as a convenience tool by all our competitors to allow you to manage accounts within the platform, at scale.

We understand what is at stake and remain committed to doing whatever we can to provide a solution that makes sense. We are working both on getting our status as a Facebook Marketing Partner reinstated, and to come up with a plan for what to do if that is not possible.

We know this is an incredibly helpless feeling. We will continue to keep you updated as we know more and sincerely apologize for this situation.

Sincerely,

Steve Reardon

CEO

*** Updated 8/26 at 8:45 pm PDT***

We received an email from Facebook on Thursday, August 23rd at 2:45 pm PDT letting us know that our integration with them was paused. This caused historical data to appear missing and the scheduling functionality for both Facebook and Instagram to stop working.
I have just spoken to a Senior Director at Facebook and finally received more information. The high-level update is:

  • We are not part of the group suspected of Instagram scraping; we were flagged specifically for something to do with our app usage.
  • Facebook is working on an official write-up that will provide a summary of why we were flagged and specific remediation steps. 
  • We have asked them to release your historical data and they have agreed to look into it.

We will comply with whatever requests are made and have developers standing by to immediately implement all necessary fixes. As we have shared with you throughout this process, we remain committed to following the entirety of the Facebook and Instagram platform policies. We have been told that we are in the final stages of the review and will share with you what caused us to be put under investigation as soon as we know.

Several people have asked for ideas for what to do as we wait for more information and we want to provide solutions and help in any way that we can. So far, we have paused all billing and refunded anyone who was billed since the outage occurred.

Additionally, we’ve put together a video showing you how to export scheduled posts, both from the past, and those that have not yet been posted. This will provide you with access to the content you need to either post natively or use another tool.
You are our number one priority and we are working hard to find answers for you. We are committed to continued transparency. Hopefully, you saw our status updates today. We will continue to update that page whenever we have news to share.
Please let us know how we can support you better.

*** Original Post ***

In case you are not aware, we received an email from Facebook on Thursday, August 23rd at 2:45 pm PDT letting us know that our integration with them was paused. This caused historical data to appear missing and the scheduling functionality for both Facebook and Instagram to stop working. 

We have been working hard since receiving the email to appeal the decision and to try and get an explanation. We know that none of our updates will be satisfactory until we have real answers, and we are trying to keep lines of communication open. Our team has been working all weekend, and we will continue to share news as we have it.

Facebook has not yet provided a reason as to why this has occurred, and is insisting that they are investigating the issue and will have answers to us soon. To get no warning or detail for going on 5 days is unbelievable. We are, however, hopeful that we will have something more substantial to share today. We understand the importance of your social content and are committed to doing everything we can to restore both the functionality and your data.

We have supported Facebook since the beginning and been a trusted partner for many years. We remain committed to being in compliance with all of Facebook and Instagram's policies and terms of service, as we have since our founding. We care deeply about you and every one of our current, past, and future customers and would never do anything to jeopardize the trust you place in us. We sincerely apologize for the issues and frustration this has caused and are confident that we will be able to resolve this and restore your content.

We will continue to keep you updated, and will post all updates to the status page. Our first priority is to get this fixed, and then we will begin the process of making it right. We know that it will take a while to earn back your trust and are committed to doing what it takes to get there.

Thank you for your continued support.

Sincerely,

Steve Reardon

CEO