Articles on: Linkedin And Twitter

Social Connection Troubleshooting

Social Connection Troubleshooting


Purpose


LinkedIn and X (Twitter) connections in SuperSend can drop or behave oddly — accounts disconnect, search can't find users, or you see "Reconnect" warnings. This article helps you diagnose and fix the most common issues.


Prerequisites


  • A sender profile with a LinkedIn or X connection (or trying to add one)
  • Admin or team member access to Senders



Connection Shows "Reconnect" or Red Status


What it means: The linked account needs to be re-authenticated. LinkedIn and X revoke access when passwords change, sessions expire, or they detect unusual activity.


What to do:


  1. Go to Senders → select the sender profile that uses the connection.
  2. Click the gear icon or Edit to open profile settings.
  3. Find the Social or LinkedIn / X section.
  4. Click Reconnect (or Connect LinkedIn / Connect X if it shows as disconnected).
  5. Complete the OAuth flow: log in to LinkedIn or X, approve SuperSend’s access, and return to SuperSend.
  6. Save the profile. The connection should show as connected with a green status.


If reconnect fails: Try in an incognito/private window. Clear cookies for linkedin.com or x.com and try again. Ensure pop-ups aren’t blocked.



Can't Find User in Search (X / Twitter)


Symptom: You search for a contact’s X username in SuperSend, but they don’t appear.


Typical causes:


  1. Username format — Use the handle without @ (e.g., johndoe not @johndoe), or try with @ depending on the UI. Check the search field’s placeholder.
  2. Private or restricted account — X may not return private or suspended accounts. The contact might have changed their username.
  3. Rate limits — Too many searches in a short time can temporarily limit results. Wait a few minutes and try again.
  4. Wrong identity — If you have multiple X accounts connected, ensure the correct one is selected for the sender profile.


Fix: Verify the contact’s current X handle on x.com. If it works there but not in SuperSend, try reconnecting the X account (steps above). If it still fails, contact support with the username and what you see in the UI.



LinkedIn Search Returns No Results


Symptom: LinkedIn contact lookup or search returns nothing.


Typical causes:


  1. Connection disconnected — Check for "Reconnect" on the sender profile. Reconnect and try again.
  2. LinkedIn limits — LinkedIn restricts how often third-party apps can search. If you hit limits, wait and retry later.
  3. Profile not found — The contact’s LinkedIn URL might be wrong, or they may have made their profile private.
  4. Wrong sender profile — Make sure the profile with the connected LinkedIn account is the one assigned to the campaign or contact lookup.


Fix: Reconnect LinkedIn if needed. Double-check the LinkedIn URL. Try searching by name instead of URL if the UI supports it. If limits are the issue, spacing out requests usually resolves it.



Connection Works in Senders but Not in a Campaign


Symptom: The LinkedIn or X account shows as connected on the sender profile, but the campaign isn’t using it.


What to check:


  1. Sender profile assignment — The campaign must use a sender profile that has the LinkedIn/X connection. Campaign Settings → Senders → confirm the correct profile is selected.
  2. Campaign type — Some campaigns are email-only. Ensure the campaign is set up for LinkedIn or X if you expect social sends.
  3. Contact has social URL — The contact needs a valid linkedin_url or X handle. Without it, SuperSend can’t match them.



Multiple LinkedIn or X Accounts


If you connect several LinkedIn or X accounts:


  • Each sender profile can have one LinkedIn and one X identity.
  • When assigning profiles to campaigns, pick the profile that has the identity you want.
  • Switching identities requires editing the sender profile and selecting a different connected account.



When to Contact Support


Contact SuperSend support if:


  • Reconnect completes but status still shows disconnected
  • Search consistently returns no results for valid usernames
  • You see error messages during OAuth that aren’t covered here
  • A previously working connection stops with no obvious trigger (password change, etc.)


Include: which platform (LinkedIn/X), sender profile name, and any error text or screenshot.


Expected Result


You can fix "Reconnect" states, understand why search might fail, and verify that campaigns use the right social connections. You know when to retry versus when to contact support.





Updated on: 17/03/2026

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