Frequently Asked Questions

 

General

How do I start a free trial?

 

With your first registration on Fanpage Karma, your free trial of the Silver version starts. 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 upgrade/downgrade?

 

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 “Upgrade Now”
  2. Select the desired version
  3. Click “Confirm binding order”

Watch out

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

How do I switch a license between users?

See your Account settings to find the overview of the users of the account.

1. Click the “Swap” button next to the user you want to replace

2. Enter the e-mail address of the person you wish to take over the license and confirm with “Invite”.

Once the user has accepted the invitation, he is unlocked for the booked version.

How can I turn a user into an admin?

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

Admins can manage the account without being activated for any paid subscription themselves.

To turn a user into an admin:

  1. Open the team settings
  2. Move the mouse over the user, activate the checkbox “Administrator” and save

The user now has to log out and in again to continue as admin.

 

How do I cancel my subscription?

The termination must be done by the account admin.

  1. Go to the settings under subscription & bills
  2. Click “Upgrade now”
  3. Select “Free” in the drop-down
  4. Confirm with “Confirm binding order”

 

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 change the method of payment here.

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.

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 analyzing.

  1. Go to the team settings
  2. Click the “+ Invite to test” button at the very bottom of the page
  3. Enter the name and email address of the person you want to invite
  4. Grant the required rights
  5. Click “Invite”

The invited person can now join your account via the link in the email.

 

How can I add more users an account?

In the account settings you will find an overview of the users in your account. Here you can assign free licenses.

Caution

Adding another license will result in additional costs. You can find more information here.

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.

 

Engage

Managing 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 ā€žSend & Doneā€œ 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 messageĀ 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 messagesĀ 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 HelpersĀ 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+EnterĀ (OSX) / crtl+EnterĀ (Windows) sends the response to the user.

Email

No FAQs Found