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FAQs and Troubleshooting
Why was my Instagram post delayed?
Unlike other services, at Hopper HQ, we upload, create and publish you scheduled posts using the official Instagram app, in the same way you would post to the platform yourself. During high-load periods, or when publishing large image, video or carousel posts, it can take slightly longer for our virtual users to process your post. However, our developers are constantly working on updates to ensure delays are kept to a minimum. Why was my post delayed by four minutes? If you're uploadin
How do I convert my Instagram account to a Business Profile?
In order to access Hopper HQ's Analytics feature, your Instagram account will need to be connected to a Facebook Page and set up as a Business Profile on Instagram. How do I convert to a Business Profile? Go to your profile on the Instagram app and tap the ⚙️icon Tap Switch to Business Profile and select the Facebook Page you'd like to associate with your Business Profile on Instagram. Please make sure that your profile is set to Public - private accounts can't switch to Busin
We know that ads are annoying and ad-blockers are increasing in popularity, but leaving them on while you use Hopper HQ can cause some issues. If you have an ad-blocker downloaded to your browser, please make sure that you turn this off for Hopper HQ to prevent any disruption to your scheduling experience. Feel free to get in touch with the team if you have any questions 🙂
Unable to connect a Business Instagram profile
"If I'm trying to connect to Instagram, why am I being taken to Facebook?” It's a great question and one we get asked frequently. Back in 2012, Facebook acquired Instagram and so now Instagram work using Facebook's Graph API - this is why you must connect your business profile by logging into Facebook first. Connecting your business account to Hopper HQ can sometimes be a little more complicated than we'd like, so we've put together this document to help guide you through the errors you
Instagram Creator Accounts
You may already be familiar with Instagram Business Profiles, but you may not know that they've also been rolling our Creator Accounts - perfect for public figures, content producers, artists and influencers. If you've landed here, you have probably either converted your own Instagram profile to a Creator Account or are interested in learning more about why you should choose them over Business Accounts. We're here to help! Why should I set up a Creator Account? Converting your profile
Can I schedule Instagram Stories?
While we don't currently support scheduling for Instagram Stories, this is a feature our product team are actively investigating and hope to move into development. As a small team with a huge product roadmap, we have to pick features that will deliver instant, reliable value to all Hopper HQ customers. For this reason, we're not currently developing an Instagram Stories feature, but the team will continue to actively investigate this. Want to stay updated? We hope to move this into deve
Is there a maximum file size for video uploads to Hopper HQ?
We're pleased to be one of the only services to offer autopost support for video scheduling to Instagram ✨ Our developers are working on various updates and new features to improve your video scheduling experience, so if there's something you'd like to see us add let us know! 😊 While we don't impose a maximum file size for video uploads, you must ensure that your posts are in line with the following Instagram guidelines: Aspect Ratio The maximum video width for Instagram in 1080 **p
Can I edit my video thumbnails on Hopper HQ?
We're pleased to announce that support for video thumbnails is now available to all users! 🎉 To set a cover image for your video post: Upload your video to Hopper HQ as an .mp4 or .mov file Hover over your post and tap the Edit video thumbnail button Select the image* you’d like to us from your device or cloud storage, edit and save Save your post and we’ll publish it when the scheduled time arrives !(https://storage.crisp.chat/users/helpdesk/website/8bee4de4dac64000/f
Can I delete a post that has already been published?
Before your post has been published, you can make as many changes as you like within your Hopper HQ dashboard. Unfortunately, once your post has been published, all changes must be made within the official Instagram app. This means that you are not able to delete a post from your Instagram feed through Hopper HQ. For more information on how to edit a post on Instagram, check out this article from their help
How do I change my Hopper HQ login password?
At Hopper HQ, you account's security is of the utmost importance to us and we understand that you may want to update your password periodically. If it's time to update your account's password, you can do so by heading to your settings and over to the My Details section. From this page you can update the password for your account, adjust your time preferences and even choose w
Does it automatically follow accounts, like posts and comment on my behalf?
Our mission is to save you time spent posting content to your social channels, so that you can get back to fostering genuine relationships with your followers and growing your account organically. We won't automatically follow accounts for you, or like and comment on posts, and would advise against using services that offer this functionality, as you could be found to be in violation of Instagram's terms of service. You can find more information on Instagram's terms of service here(https://
Do you have an affiliate scheme?
We're proud to share Hopper HQ with the world and hope you are too! If you've been shouting to all of your friends about the joy of scheduling with Hopper HQ, why not register to become an affiliate and earn commission for new customers you introduce to us? All affiliates must be manually approved and managed by a member of the team, so get in touch with us to find out more! 🙂
Does Hopper HQ have a mobile app?
As well as a fully optimised mobile site, easily accessible from any device, Hopper HQ also has a native iOS app available on the Apple app store. Using Hopper HQ for iOS you can easily plan and schedule on the go! Having second thoughts about your scheduled content? Hopper iOS is seamlessly synced to your Hopper account, should you want to make any last minute uploads of edits 🎉 Download Hopper for iOS !(https://storage.crisp.chat/users/helpdesk/webs
28th November 2019 - Instagram Outage Due to an outage to Instagram's system, we are experiencing some disruption publishing scheduled posts. Our engineering team are monitoring this closely and we'll keep you posted on any updates on this page. Alternatively, you can monitor Instagram's technical issues here.
Will my pictures be compressed?
At Hopper HQ, we will automatically re-size your larger images in line with Instagram's maximum dimensions (find out more about these here). Images that are bigger than 1080 pixels on their largest side will be compressed down to 1080 pixels respectively, as this is the largest dimension Instagram allows. To avoid any automatic changes from being made on Hopper HQ or Instagram, we advise uploading files that are 10
Can I schedule posts with GIFs?
You are able to schedule and publish animated GIFs to Facebook and Twitter! To schedule a post with a GIF: Upload your animated GIF Add your caption and include any hashtags Schedule your post and save! 🎉 Is it available for Instagram? As Instagram doesn't currently support GIFs, we don't either. But this is something we are keeping an eye on, so if this c
Can I add #hashtags and @mentions to posts?
You can schedule @mentions in your captions and also add #hashtags to your posts, with the option to add these as a first comment to your Instagram posts. Mention users To make sure you always tag the correct @username in your posts, so the user you're mentioning is notified, you can use our autocomplete feature for @mentions. Simply start typing the user name, affixing an '@' as you would on Instagram, and selecting the correct username from the list. !(https://storage.crisp.chat/
Can I schedule product tags?
Instagram are making it even easier for brands to direct customers to their products online and, in case you missed it, you can now add product tags to your posts. While we don't currently offer scheduling for your product tags on Hopper HQ, we are working on other tagging features and hope to move this into development in the future. If you can't wait to see us add this feature and want to be kept in the loop, let us know and we'll keep you posted on any update
Can I reschedule posts I've already published through Hopper HQ?
If you go to your Published page, you can view all of the posts you have scheduled and published through Hopper HQ in the past, as well as your Favourite posts. You can then also “view” that picture or “reschedule” it, instantly loading up the image, its caption and its scheduled post time for you to alter as you see fit. !(https://storage.crisp.chat/users/helpdesk/website
Can I read and send Direct Messages?
At Hopper HQ, we are huge advocates of the power of engaging with your community online and believe it can make a huge difference to engagement with your content, brand awareness and customer loyalty. We don't currently support direct messages, but we will continue to investigate this feature and hope to move it into development in the future. Keep your eyes peeled for updates! However, by scheduling your posts in advance, we'll give you back precious time you'd otherwise spend posting to Ins
Can I edit posts that I've already scheduled?
If you're looking to edit your posts once they've been scheduled, simply click the post that you want to make changes to and you'll be able to edit the image, update the caption or change the #hashtags in your first comment. To delete the post from your queue entirely, if it's no longer wanted, simply click on the trash can icon that appears when you hover over the post in your qu
How do I change between AM/PM and 24 hour format?
Whether you prefer to work in AM/PM or 24 hour format, we've got you covered! ⏰ You can easily update your time preferences and switch between clock modes from your account settings, just head over you the My Details section and scroll down to your Time Preferences. For more information on how to update your timezone settings on Hopper HQ, check out this article(https:/
Can I pay for my plan using PayPal?
We don't currently accept payments by PayPal as we require your card details to validate your identity before you become a customer, in order to protect both Instagram and Hopper HQ from spam users. This is something our product team have discussed, so do let us know if you'd like to be kept updated.
Why do I need to give card details for a free trial?
We require card details before a trial to ensure that we are not allowing fake or spam users to abuse Hopper HQ and therefore Instagram. Providing card details enables us to validate a visitors authenticity, as well as helping us by preventing users creating unlimited trial accounts. Your card will not be charged during the trial period and if you decide, at any point, that you wouldn’t like to stay and pay for Hopper HQ you can simply send us an email or head
Can I view private Instagram profiles?
We value privacy here at Hopper HQ and respect that not everyone wants their Instagram posts to be available to the public. For that reason, and in line with Instagram's restrictions, I'm afraid you're not able to view private Instagram profiles, without following the user, through Hopper HQ. Hopper HQ is primarily a tool to help better plan and post to your Instagram, but we're also working on some new features that will continue to help to improve your visual communication. If there's anyt
Can I repost other users' Instagram content?
At Hopper HQ, we understand the power of user-generated content - we even wrote a blog post about it here - and appreciate that sometimes you want to shoutout other Instagrammers by re-sharing their posts. While we don't currently offer a repost feature, this is on our roadmap for the future so keep your eyes peeled for future updates! Want to stay updated? Let us know