Frequently Asked Questions

 

General

What kind of features are available on Fanpage Karma?

Using Fanpage Karma you have access to many services and features.

Analytics provides to analyze Social Media pages, to compare them and create reports and presentations, for your own pages as well as for those of your competitors.

Engage is your Community Management tool, enables one common inbox for all your pages and profiles. Comments, direct messages, mentions, reviews – get them all in one list.

Publish allows you to create and schedule your content, including the publication automatically to your selected date and time.

Social Monitoring lists the Twitter posts, that contain your preferred words and hashtags.

What are the differences between the edition?

 

Fanpage Karma offers you 3 versions tailored to your needs. Each of these tariffs already includes one active user.

With the PROFESSIONAL version you work in our tool with one network of your choice. You have Analytics (comprehensive social media analysis), Engage (community management), Publish (Content / Editorial) and many more cool features available. For example, if you do not need Facebook, Twitter or YouTube, but only Instagram features, the “Pro” version is the best choice for you.

The complete Fanpage Karma universe is already available with the BUSINESS version: Work with an unlimited number of profiles and dashboards including all our features. The Business version also gives you real-time analytics and alerts via Discovery. Also use the ability to evaluate pages and profiles of different networks in a common Analytics dashboard using crossnetwork metrics.

The ENTERPRISE version includes all features of the Business Version. In addition, you get access to our API and have your personal contact person in our team.

Another user costs another 49 euros net per month in each version.

Each of the three variants allows you to add a Public Dashboard. Your information will also be accessible to people outside Fanpage Karma.

More details are listed here.

How do I start a free trial?

 

With your first registration on Fanpage Karma, your free trial of the Business version of Fanpage Karma will start. You can thoroughly try out all features for 14 days. The trial ends automatically, you do not have to quit. After the trial, you can continue using the free version of Fanpage Karma.

 

Account & Invoice

What is the period of cancellation?


More information can be found here: https://www.fanpagekarma.com/terms

How do I change my edition?

 

Only the admin of the account can change the booked version. In the account settings, you will find the overview of your booked tools and versions.

  1. Click on “change version”
  2. Select the desired version
  3. Click “Make a payment” to confirm the change.

Watch out

When changing the version, additional costs may arise. Go to https://www.fanpagekarma.com/plans to find all information about costs and versions.

How do I switch a license between users?

See your Account settings to find the overview of the users, who are added to your account already and which tools they are activated for.

  1. At first click on the user, who shall be deactivated for a tool, remove the checkbox of the corresponding tool and save the change.
  1. Now click on the user, who shall get the license, set the checkbox of the corresponding tool and save this change to complete the switch of a license.

How do I set an user as admin?

An admin has full access to the Account settings, is able to order paid subscriptions and licenses, view invoices, and also the manage the general settings for the complete team.

An admin can manage the account without being activated for any paid subscription themself.

See your Account settings to find the overview of the users, who are added to your account, click on the the preferred one, set the checkbox for the admin option and save your change. Afterwards this user has to log out and in again at Fanpage Karma to continue as admin.

How do I cancel my subscription?

 

The termination must be done by the account admin.

  1. Go to account settings
  2. In Subscription area, click on button “Set all editions to free”

To terminate a single product:

  1. Click button “Change version” in corresponding product line
  2. Choose “free” in drop-down
  3. Click on “Confirm binding order” to save the change (there will be no charge when you change to “Free”)

A display next to each canceled tool shows when a change becomes active.

Further information can be found here: https://www.fanpagekarma.com/terms

Which payment options are available?

To pay your subscription on Fanpage Karma you can select between Bank Transfer (IBAN/SWIFT), Direct Debit (within the European Union only) and Credit Card (Mastercard, VISA, American Express). You can select your preferred payment during your first order. Afterwards we can change the method on your demand.

All payments include an PDF invoice, sent by email.

Where do I find my invoices?

See your Account settings to find all your invoices, including the details of the payment and the option to view and download them.

Who do I change my invoicing details?

See your Account settings to find the overview of your invoicing details, click on for your tools and their version. Click on CHANGE ADRESS to update your details.

For further changes – payment method, order number on the invoice, new VAT ID, etc – please send us an email to service@fanpagekarma.com and add your account id, that is listed on your Account settings.

Is it possible for a colleague to join my Fanpage Karma trial?

 

Yes, of course! After logging into Fanpage Karma you are able to invite your colleague to join your account and start their 14-day trial. This way you can use shared features like answering messages, planning posts and analyses together.

  1. Go to account settings
  2. Click +TEAM MEMBER
  3. Add name and email address of  your colleague (email does not have to match with Facebook email address)
  4. Check “Analytics, Engage, Publish” in drop-down
  5. Click „Send“
  6. The invited person has to follow the instructions in the email

In case you need assistance, please let us know: service@fanpagekarma.com

How do I reactivate a deactivated user?

 

Deactivated users appear grayed out in the user table of your account settings. Only the an admin of the account is able to reactivate them:

  1. Go to account-settings
  2. Click on the pencil icon which appears on the right when hovering over the user
  3. Check the box of the tool you want to activate the user for and save 

How can I change the language?

 

You have the choice between English, Spanish or German. To change the language:

  1. Go to Settings under Personal
  2. Click on pencil icon in top right corner
  3. Select the desired language and click “Save”

How can I replace a user without incurring new costs?

 

To prevent costs from arising when changing users, you must first disable the user to be replaced. Then you activate the user who should take his place. If the new user was not yet part of the account, you must first invite him to Fanpage Karma. These steps can only be performed by the admin of the account.

 

Deactivate user

1. Go to the account settings

2. Click on pen icon that appears when you mouse over the user

3. Deactivate all checkboxes 

4. Save your change

 

Invite new user (only necessary if the user is not already in the account)

1. Click + TEAM MEMBER

2. Fill in name and e-mail address (does not have to match Facebook e-mail address) of the person you want to invite

3. Check desired module in drop-down

4. Click “Send”

5. The invited person can now join your account via the link in the e-mail

 

Activate user

1. Click pencil icon that appears on the right when you mouse over the user

2. Activate checkbox for desired tool and save change

 

I’m leaving the team and am admin of the account. How can I make sure the company keeps access to all data?

How can I add more users and activate licenses?

In the account settings you will find an overview of the users belonging to the account. You can invite people to join your account:

  1. Click + TEAM MEMBER
  2. Add name and email address of the person you want to invite
  3. Choose the license the user should be enabled for in drop-down
  4. Click “Send”

Caution

Adding another person to your account will result in additional costs. You can find more information here.

How can I deactivate/remove a user from my account?

 

Only an admin may deactivate or remove a user. In the settings an overview of the users of your account.

To deactivate a user:

  1. Click on pencil hover icon
  2. Deactivate checkbox of the tool you wish to deactivate for the user
  3. Save

To remove a person:

  1. Click remove hover icon
  2. Click “OK”

How can I create an offer?

This is how to create an offer at your preferred rate.

 

 

Analytics

Why are fields in my table blank or values blurred out?

Empty fields

1. Key figure does not exist for corresponding social media network (example: there are no shares on Instagram)

2. There is a lack of data needed to calculate the value

Retrospective pulling of historical data (example: fans) is not possible via the official APIs of the networks Historical data is only available from the moment you add a profile to Fanpage Karma, so it may be that metrics that are based on historical data can not be calculated for certain time periods.)

Values will appear blurred out in your dashboard if you do not have the necessary insights rights for the profile. For example, you can not evaluate reach metrics for profiles if you are not their admin.

Why can’t I add an Instagram profile to the Dashboard?

Your Instagram profile must be an Instagram Business Profile. Personal Instagram profiles can not be analyzed and added to dashboards.

Instagram explains how to convert your own Instagram profile at https://help.instagram.com/502981923235522.

Why do I see more likes on Instagram than in my dashboard?

The value of likes and comments in your dashboard is the value of organic likes and comments on Instagram. Paid likes and comments are not included. Only admins of the advertising accounts can evaluate paid likes and comments.

Fanpage Karma differentiates the key figures “Likes (total)” for organic and “Likes (paid)” for paid likes.

Morning Report

Why am I receiving my morning report in the afternoon?

The report is sent in the morning hours of Central European Time (CET). Customers who are located in other time zones may receive the report later.

Why is the morning report showing outdated data?

The morning reports gathers its data between 12 am and 11:59 pm (CET) of the previous day. Activities that take place subsequently are not taken into account. They will be included, however, in the report the day after.  

Can I have the morning report sent directly to my client?

No. The Morning Report can only be sent to your own e-mail address.

How can I cancel the morning report?

1. Go to alerts
2. Remove check mark next to “Send me the morning report”

 

Engage

Messages

How do I sort my messages?

Above your message list you will see two small icons to sort the messages by date, ascending/descending.

How do I reply to messages?

To reply to a message, click on it, then you will see the detail view including the text field.

How do I add an attachment or GIF to a reply?

Under the reply, you will see some icons, including the little paperclip. Click on it to add an attachment to your reply.

How do I add a text snippet to my reply?

Under the reply, you will see some icons, click on the left one to select and add a text snippet to your reply.

How do I edit the quotes of an email?

Under the reply, you will see some icons, click on the right one to edit the text of the received email.

How do I edit my email signature for one reply only?

Under the reply, you will see some icons, click on the pen to edit your email signature for this reply.

How do I archive my messages?

Messages are marked as done, when you click on the button with the checkmark and also when you click on the „Send & Done“ button under your reply.

How do I fav my messages?

To fav a message, click on it, then you will see the detail view including the menu in the upper right corner. Select it to find the option to fav.

How do I delete a message?

Find the option to delete a message in the options of the selected message.

How do I assign a message?

Move the cursor above a message to show the delegate-button.

What are tags and how do I tag a message?

Tags are keywords, which you can add to every message. Click on a ticket to see the detail view of a message, then select the menu in the upper right corner to add a tag. Afterwards you can find this message using this tag also.

How do I ask for feedback by an external person?

Click on a message to see the detail view of a message and select the menu in the upper right corner. Ask for feedback from an external person, just add the email address of the receiver and send it. The receiver will see a special website, where he/she can leave a note for you about this message. The person can not answer to the fan/user or do any actions (fav, retweet).

How do I add a note to a message?

Click on a message to see the detail view of a message and select the menu in the upper right corner to add a note to this message. This note is visible for you and other agents in your Engage account only.

How do I create a new message? How do I send a new email or tweet?

Click on the + button in the lower left corner to start writing a new email or tweet.

What are the differences between the social networks on Engage?

Based on the social network, the action are correspondingly. On messages created for Twitter, you will see a fav and retweet button. On Facebook messages you will find a delete and fav button, also a button to hide or delete the comment. On messages for Instagram you will see a delete button only.

What is the user history?

The user is a collection of requsts sent by this user/fan. Click on a message at your messagelist to see the detail view and click on the name of the fan/user at top to find the user history.

How do I filter my messages?

You can filter the open messages by selecting a preferred profile in the upper left corner: Additionally you can filter the messages based on the further agents in your account / profile group. Click on “other” to open this view.

Little Helper and Reports

What are Little Helpers?

Little Helpers are rules to do special actions for you and your colleagues automatically. They can delegate messages to agents based on addresses or word filter. Also the Little Helpers can like or reply to messages, hide user comments on Facebook.

How do I analyze my messages?

The message analysis is available on https://fanpagekarma.com/reports , you will find it when you click on the statistic icon in the upper right corner also.

General and Settings

Which unique keyboard shortcuts provides Engage?

CMD+Enter (OSX) / crtl+Enter (Windows) sends the response to the user.

Agents, Profiles & Profile Groups

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