FAQs and Troubleshooting

A regularly curated list of the most commonly asked questions

+9
74 articles in this collection
Written by Matt Garmur, George, and Lauren Fraser and 9 others

Instagram photos are broken!

You're right -- but we're refreshing them in the background
Written by Matt Garmur
Updated over a week ago

Twitter - is this tweet a link or a photo?

It's complicated, but links with photos are counted as links.
Written by Matt Garmur
Updated over a week ago

There Are No Highlights Available For My Search Result

Generally CrowdTangle will attempt to show exactly why a given piece of content matched a given search. Sometimes, that's not possible.
Written by George
Updated over a week ago

Why Is Follower Count 0?

Sometimes the Page Likes (or Instagram Followers/Twitter Followers) is listed at zero in our exports.
Written by George
Updated over a week ago

Help! I logged in to the wrong Facebook account, and now CrowdTangle doesn't know who I am

Log out of Facebook, log back in to the right Facebook account, log out of CrowdTangle, then log back in.
Written by Matt Garmur
Updated over a week ago

How do I compare multiple time frames in Intelligence?

Written by Lauren Fraser
Updated over a week ago

Do I want to ignore query strings?

It depends! But in most cases, yes.
Written by Matt Garmur
Updated over a week ago

How do you handle Global Pages?

A Global Page is one with a different Page in each country
Written by Matt Garmur
Updated over a week ago

How do I save an Intelligence PDF

It looks like it's trying to print, but it's actually how you save!
Written by Matt Garmur
Updated over a week ago

How To Search For Query Parameters In A Link

Sometimes you're tracking a campaign or looking for specific links on a given website. Searching across query string parameters can help.
Written by George
Updated over a week ago

I don't have access to CrowdTangle, but I used to.

Are you seeing "There are no dashboards linked to this Facebook account"?
Written by George
Updated over a week ago

Help! Safari Won't Let Me Download My Export

Working around Safari incorrectly downloading .csv exports.
Written by George
Updated over a week ago

Help! My CSV download looks terrible

Good news: Under Dashboard Settings is a "delimiter" setting that you can edit
Written by Matt Garmur
Updated over a week ago

How do I import lists?

Two ways: Explore, or All Lists -> Manage -> Import Lists
Written by Matt Garmur
Updated over a week ago

Can I get an alert anytime an account in a list posts, even if it's not overperforming?

Yes! Viral Alert -> Advanced Options -> Get Notified On Every Post
Written by Matt Garmur
Updated over a week ago

Does CrowdTangle include retweets?

As interactions on your original tweet, yes. Retweets of other accounts, no.
Written by Matt Garmur
Updated over a week ago

How do I change my email address inside CrowdTangle?

Find it inside the Gear menu, under Edit Email Address.
Written by Matt Garmur
Updated over a week ago

Why don't my Facebook video view numbers match what I see in Insights?

CrowdTangle measures views on posts POSTED within the timeframe, Insights uses views that OCCURRED during the timeframe.
Written by Matt Garmur
Updated over a week ago

Why are posts missing from places where I expect them?

The likeliest candidate: targeting.
Written by Matt Garmur
Updated over a week ago

Why don't certain Twitter fields show up in the CrowdTangle API?

If you are an API user, you may have noticed that we appear to return all the fields we have in our system for many platforms...
Written by Matt Garmur
Updated over a week ago

Can I get a combined email alert or notification from all platforms? Ex. Overperforming content from all of my Facebook, Instagram, Twitter accounts in one email?

Not currently at this time.
Written by Robin Jill Monheit
Updated over a week ago

Can emails go to different people?

Absolutely. If you go to notifications, you can add as many different people as you want to any notification, and you can create as many...
Written by Derek Silverman
Updated over a week ago

How to "Invite People"

Invite your colleagues to your dashboard
Written by Lauren Balog Wright
Updated over a week ago
Admin

What's a “dashboard” vs. an “account”?

A CrowdTangle dashboard tracks one social network — either Facebook, Instagram, Twitter or Reddit. Most partners will start out with these..
Written by Derek Silverman
Updated over a week ago

Is it a shared dashboard?

Most teams start out with shared dashboards because we find it works best for onboarding. You can invite as many users as you like to a...
Written by Derek Silverman
Updated over a week ago

How do the logins work?

CrowdTangle uses Facebook login
Written by Derek Silverman
Updated over a week ago

How do I delete users who have left the company?

Account & Team Admins/Owners can go to Settings > Account Users and use the “X” to the right of the person's name to permanently remove...
Written by Asha Phillips
Updated over a week ago

How do I invite people to the dashboard?

Click on the gear at the top of any dashboard, then use “Invite People,” or you can grab the url of your dashboard, and go to dashboard...
Written by Robin Jill Monheit
Updated over a week ago

I hit “Request Access” in my dropdown. Who is getting those?

Your Account Admin/Owner will receive these requests via email and can grant you access.
Written by Lauren Fraser
Updated over a week ago

I'm being prompted to input a password after going to CrowdTangle.com and hitting “Log In.” I've never had a password. What gives?

If this is your first time logging into CrowdTangle, you will need to be invited by an Account Admin/Owner, either with an...
Written by Robin Jill Monheit
Updated over a week ago

Where can I find help documentation?

Click on the question mark at the top of any dashboard or come here to resources. You can find how-tos and video tutorials specific...
Written by Lauren Fraser
Updated over a week ago

What is CrowdTangle tracking?

Many accounts come in automatically, but users can always add any accounts they like.
Written by Lauren Fraser
Updated over a week ago

Do you host training webinars?

Yes, we do. We do both basic trainings and feature-specific tutorials. RSVP at here.
Written by Lauren Fraser
Updated over a week ago
Metrics

How is overperforming calculated?

We take the last 100 posts from a given account and of a given post type (link post, image post, etc.), calculate the average number...
Written by Asha Phillips
Updated over a week ago

What does underperforming mean?

Underperforming is a relative score as to how posts for that Page or account normally perform. If it’s red, it's performing below average.
Written by Lauren Fraser
Updated over a week ago

How is interaction rate calculated?

The number of interactions (e.g. reactions, comments, shares) per post, divided by average account size over the timeframe.
Written by Matt Garmur
Updated over a week ago

How come the benchmarks seem off after I initially start following a new Page?

If a Page or account isn't in our database currently, that just means it will take a little bit of time for the system to pull the post...
Written by Robin Jill Monheit
Updated over a week ago

Where did likes go?

They're still there but now we have all reactions!
Written by Lonnie Ko
Updated over a week ago

Why did you remove scores?

We didn't, we just changed how they were named, for clarity's sake. This section of the dashboard is now called "Weights" and includes...
Written by Lauren Fraser
Updated over a week ago

Can reactions be pulled in historical data?

You bet! Reactions data can be pulled in CrowdTangle's historical data as far back as February 2016, when reactions were launched.
Written by Robin Jill Monheit
Updated over a week ago

Who can weight notifications?

Everyone can save, except for read-only users.
Written by Derek Silverman
Updated over a week ago

Who can change weighting?

Everyone. When you change the scoring for a dashboard, it applies just for you and just for that session.
Written by Derek Silverman
Updated over a week ago

Why did my email digest start as only hahas one day and change to only likes the next?

Digests and viral alerts will default to the weight settings of the shared dashboard. Someone else may have changed the settings on you...
Written by Amber Burgess
Updated over a week ago

Can I get these notifications in my Slack channel?

Yep! Viral Alerts can funnel into a Slack channel. The Advanced Options weights settings of that alert will apply.
Written by Brandon Silverman
Updated over a week ago

I weighted to all hahas, why didn't my weight remain when I came back the next day?

Likely because you didn't hit “Save as Default” which would retain those settings. Read-only users do not have permission to save defaults.
Written by Derek Silverman
Updated over a week ago

Do interactions correlate to clicks?

It depends on the account. We have found that, in general, the more folks interact with a post, the more likely it is that they are also...
Written by Carlin Scrudato
Updated over a week ago

How does Link Checker work?

CrowdTangle's link checker feature and Chrome Extension is useful in figuring out where your traffic is generated. Some analytics tools...
Written by Asha Phillips
Updated over a week ago
Features

How do I only see the most shared content in my viral alerts?

In the Advanced Options settings, make sure you weight by shares only (turn all the others off). Now this viral alert will only show...
Written by Chris Miles
Updated over a week ago

What is a list?

Lists appear on the left hand side of the dashboard. With lists, you can track specific accounts, subreddits, or Pages...
Written by Derek Silverman
Updated over a week ago

How does search work?

Search is a powerful part of CrowdTangle. It not only looks at the Pages/accounts you follow, but CrowdTangle’s full database...
Written by Robin Jill Monheit
Updated over a week ago

How do I set up referral tracking for my website?

To set up referral tracking for your website (or any website), create a new saved search and type in your URL (e.g. crowdtangle.com)...
Written by Lauren Fraser
Updated over a week ago

How do you populate the Explore section?

Our team is updating Explore with new lists and accounts all the time. We typically add lists around big events, such as Awards Shows...
Written by Derek Silverman
Updated over a week ago

What's a Live Display?

Live Displays are a visually pleasing view for your dashboard. It updates in realtime, and you can pull in post streams, leaderboards...
Written by Lauren Fraser
Updated over a week ago

Does CrowdTangle have an API? How can I get access?

Yes! Ask your Account Manager to turn on API access for you - be sure to have your use-case ready! You can find our API documentation here.
Written by Lonnie Ko
Updated over a week ago

Can I see the “life” of a post, or its “peak” overperformance score?

Yes. Use the little carrot at the top of each post and use the post export there. That will give you data for the entire “life” of the...
Written by Derek Silverman
Updated over a week ago

Can I view two or more posts side by side to compare them?

You can do this using Saved Posts, found on the left sidenav
Written by Lauren Fraser
Updated over a week ago