Troubleshooting
Quick fixes for capture counts, missing posts, sign-in, and anything that looks off.
- Why am I asked to sign in twice?The toolbar popup and the on-page panel are two separate windows sharing one PostSnag sign-in, and they usually sync within a moment of each other.
- Why does the Collected count change when I scroll back up?Scrolling back over posts you've already passed can make the Collected count pause briefly. PostSnag won't count the same post twice.
- Why do I get a connection error when I export?A connection error after exporting usually means your network is blocking app.postsnag.com or api.postsnag.com, not that your capture failed. Your data stays saved either way.
- How do I contact PostSnag support?Message the team through the support popup in the bottom-right of any dashboard page, or email support@postsnag.com. You'll usually get a reply within one business day.
- Why does my dashboard data look out of date after switching profiles?The panel usually catches up within a few seconds of switching profiles. The dashboard only updates when you export again, and the panel's refresh button starts a fresh scan, not a quick sync.
- Does PostSnag slow down Facebook or my browser?No. PostSnag reads posts that are already loading on the page as you scroll, instead of running separate background processes of its own.
- Why does my export seem to be missing the most recent post?A post published moments before you scan can still be settling into Facebook's feed, so it may not appear until you capture and export it again.
- Why does the first post on a profile seem to be missing?The earliest post on a profile can be missed on a first pass since it may load before PostSnag finishes starting up on that page. Here's why, and how to catch it.
- Why didn't a photo, album, or video fully capture?PostSnag now captures the real video file behind every reel and video, plus a cover image, but any media can still be missed if it hadn't finished loading when PostSnag read the post.
- Does PostSnag work on non-English Facebook?Yes. PostSnag captures posts by their structure, post type, media, and engagement numbers, not by the language they're written in.
- Why is nothing getting captured on a profile?PostSnag can only capture posts that have actually loaded on your screen, so an unloaded page, a signed-out tab, or an unsupported section can show zero posts collected.
- Why am I only seeing a preview of a profile's posts? (Free plan)PostSnag's Free plan previews 30 posts per profile scanned within your weekly allowance; a profile scanned beyond it is saved but fully locked. Upgrading unlocks everything at once.
- Why do post counts look different across the panel, dashboard, and Facebook?PostSnag counts what it actually captures from your screen as you scroll, so panel, dashboard, and Facebook totals can differ slightly. That's expected.
- Why do posts show up under a different profile than expected?Shared posts, tagged posts, and Group context can attribute a captured post to a profile you did not expect. Here is why, and how to fix it.
- Why does a profile's name or picture look wrong?PostSnag reads a profile's name and picture from the page as it captures, so a loading page or a recent photo change can briefly show the wrong one.
- Why was I signed out unexpectedly?PostSnag renews your sign-in automatically in the background. When that fails, it signs you out cleanly instead of leaving your session half-working.
- I upgraded but still see free-plan limits. What do I do?Your plan is checked fresh every time a page loads, so a short delay right after upgrading, before an already-open tab catches up, is expected.