Common Questions

No — Island Pond Social is a paid subscription from day one, no free trial. What you do get is a 14-day money-back guarantee, monthly or annual: if you've used fewer than 50 AI images (100 on Growth Business) in your first two weeks, a full refund is yours for the asking.

It depends on your plan, and the exact numbers for your account are always live on Account settings — that's the one place they can't go stale. In general: more brand kits and a bigger monthly AI-image and video allowance as you go up a tier, and "connections" is a total you can mix and match across networks, not a fixed number per platform.

This page is for questions you can answer yourself, right now. Support (in the account menu) is for something specific to your account that needs a real person — a stuck post, a billing question, anything this page didn't cover. Every section below links straight to a pre-filled support ticket if you need one.

You build it under Create, it goes to the Approvals queue, and a human approves it there. Nothing publishes without that approval — that's true no matter how it was created, AI-drafted or hand-built.

A post that hit its scheduled time still unapproved gets marked Missed. It never silently dies and never silently publishes late — it just waits for you. Approving a Missed post asks you to pick a new time.

Each account gets its own suggested time, and it's never a time that has already passed. It comes from the best evidence available, in this order: 1) Your own results for that day of the week, once that network has 3 posts on that weekday that got a response (a like, comment, share or click). 2) Your own best hour for that network, once it has 5 posts with results in and at least 3 of them got a response. 3) The usual hour for your industry. 4) If your industry is set to Other, Metricool's published 2026 figure for that day, where they give one. Posts with no engagement don't count. Each network learns separately, so LinkedIn can be on your own numbers while Facebook is still on your industry's hour. You can change any suggested time before you send the post for approval.

They come from Metricool's 2026 study of when posts on each network get the most engagement. For example, Thursday and Friday are strong days for LinkedIn, and weekends are quieter. They're a guide only — they never change your suggested time.

Open it from the Approvals queue and use Redo. That pulls it back into an editable draft (with a note about why, if you leave one) so you can fix it and resubmit — nothing is lost.

A draft nobody has worked on for 30 days moves to Archived, and you can put it back any time. 60 days after it was last worked on — created, edited, put back, or sent back for changes — it is deleted for good, the words and any picture or video together. A post waiting in Approvals, scheduled or published is not a draft and is not affected.

Facebook, Instagram, and LinkedIn are live today.

Each brand kit holds one Facebook Page (Instagram comes bundled with it — Meta issues one connection for both) and one LinkedIn Page. Need to manage a second Page for the same platform? Add another brand kit rather than trying to stack two connections on one.

The most common cause is an expired access token on that connection. Go to Connections, find the account, and reconnect it through Edit settings. That re-authorizes the connection without touching your post history or your queue.

That message is Meta's, not ours, and it is normal. Facebook requires a one-time Page Publishing Authorization before it will accept posts published to a Page through any tool. You will usually meet it the first time you publish to a newly connected Page, or after a Page admin changes. Open the Facebook app on your PHONE — it cannot be done from a desktop browser — sign in as the Page admin, then SWITCH TO THE PAGE itself (tap your profile picture and choose the Page). Facebook shows the identity steps while you are acting as the Page, not on your personal profile, so if it never asks, that is usually why. Disconnecting and reconnecting the Page in Island Pond Social will not clear it. It is per Page, so once Facebook has authorized that Page it stops asking. It is not permanent forever: Meta re-checks periodically, and can ask again after unusual account activity, a new device, or an admin change. Your post is not lost — go to Approvals, find it under Scheduled, and use Change posting time to set a new time. It goes back in the queue and publishes then.

When a network disconnects, that network signed Island Pond Social out of your account — this happens on the platform's side, not something Island Pond Social did, and it's completely normal. It's usually one of three things: you changed your Facebook, Instagram, or LinkedIn password; a Page admin was removed or changed; or Meta ran one of its routine security checks. Nothing is lost — the moment you reconnect on Connections, every held post publishes automatically on its original schedule.

Pressing Connect and landing straight back on Connections with no change is normal, and it's not a fault on this end. Facebook only re-offers the Pages you approved the last time you connected — so if the Page you want wasn't ticked then, it isn't offered now, and the round trip completes having changed nothing. Do this instead: on Facebook, open Settings & privacy → Settings, choose Business Integrations in the left-hand menu, find Island Pond Social in the list and press View and edit, tick every Page you want us to post to (and its linked Instagram account), then press Save, come back here, and press Connect again. Faster route: facebook.com/settings?tab=business_tools goes straight to that list. If Island Pond Social isn't in it, the connection was fully removed on Facebook's side — press Connect here and approve it from scratch.

Facebook keeps one list of the Pages Island Pond Social may use for each Facebook login, not one per brand. When you reconnect, Facebook asks which Pages to allow, and if only the Page you were reconnecting is ticked, the list is replaced with just that one. Every other brand you manage from the same login loses access at the same moment: their followers show a dash on Results and their numbers stop updating. Nothing is deleted, and it takes a minute to put back. Do it as yourself, not while switched to a Page, because a Page has its own separate list. Open Facebook's Business Integrations (link below), find Island Pond Social and press View and edit, tick every Page you use in Island Pond Social and each one's Instagram account, then press Save. Come back to Results and refresh — access returns straight away, with no need to reconnect. Next time you reconnect any Page, leave all of your Pages ticked, not only the one you came for.

That's the most common reason a connection fails. When you press Connect, Island Pond Social sends you to LinkedIn or Facebook, and they use whichever account is already signed in on this browser. LinkedIn never asks which one. If that account doesn't manage the Page you're connecting (a personal profile, a teammate's login, or a second business login), LinkedIn connects nothing and you'll see "LinkedIn signed in as an account that doesn't administer any Company Page." Nothing was connected and nothing changed. To fix it: open linkedin.com in the same browser and check the name and photo at the top. If it isn't the person who manages the Page, sign out and sign back in as them. Watch out for "Continue with Google": it can sign you straight back into the wrong account, so use your email and password instead. Then come back to Connections and press Connect again. Facebook shows which account it's using on its first screen, so check the name there before you press Continue. If you are the right person and it still fails, ask a current admin of the Page to add you as an admin.

They stay connected, but they stop being able to publish. Every post goes out as a brand, so an account with no brand kit is not a destination any post can reach — you'll find them on Connections under "Needs a brand". Assign them to another brand kit and they start publishing again immediately; nothing needs reconnecting.

Because disconnecting is the one action here we can't undo for you. Removing a connection destroys the saved access token, and getting it back means authorizing again from scratch — Facebook and Instagram don't reliably offer the same Page a second time, and recovering one can need Meta's own technical support. That's too expensive a risk to spend on your behalf, several accounts at once, as a side effect of tidying up a brand kit. So we remove the kit, tell you exactly which accounts were affected, and leave the disconnecting to you — one at a time, on Connections, where each removal is a decision you made.

Connections, then Remove on that account's row. It asks you to confirm first, because it can't be undone from our side: your published history and metrics are kept, anything still scheduled to it stops and shows up in Approvals with no account attached, and reconnecting means going back through Facebook or LinkedIn from the beginning. If you only want to move an account to a different brand, use the brand kit picker on the same row instead — that changes nothing about the connection itself.

The first night after you connect an account. From then on we write down each account's follower count once a day, overnight. That first count is your starting point, and every rise and fall on Results is measured from it. If you pick a date range that begins before tracking started, Results tells you the date tracking began instead of showing a change it can't back up.

Because we only count what we've recorded ourselves, starting the first night after you connect. We don't bring in older numbers. For many small businesses there wouldn't be any to bring in: Facebook only shares a Page's follower history once the Page has 100 or more likes, and Instagram only shares an account's insights once it has 100 or more followers. Below those numbers the networks keep nothing they'll give out, so your Results start on the day your tracking began.

You are. Island Pond Social's job is to create, post and measure: we draft content, publish the posts your approver signs off on, and report on how they perform. Nothing goes out without a person on your account approving it, and that approval is your business deciding what it says in public. The full wording is in our Terms under "Your responsibility for what you publish."

No. Keeping up with the rules that apply to your business is your responsibility, not ours. That includes things like your state bar's advertising rules, your board of accountancy, IRS rules for tax professionals, health-privacy rules such as HIPAA, real-estate licensing and fair-housing rules, and the FTC's rules on endorsements and reviews. We don't give legal, tax or compliance advice — if you're unsure whether a post is allowed, ask your professional association or your own adviser before you approve it.

AI drafts are a starting point, not a finished, fact-checked post. They can get details wrong. Before you approve, check prices, offers, claims, credentials, dates and anything a customer could rely on. If it's not right, edit it or send it back with Redo.

Some professions must keep copies of their advertising. Tax professionals, for example, are required under IRS rules to keep copies of certain communications about their fees for at least 36 months after they were last used. If a rule like that applies to you, keeping the copies is your job. A post sitting on Facebook or LinkedIn isn't a safe copy — it can be edited, deleted, or become unavailable if an account is disconnected. And Island Pond Social is not an archive: your posts are kept while your account is active, deleted 30 days after your service ends, and our copy of a video file is removed 7 days after it publishes. Save your own copy of anything you're required to keep.

MP4 or MOV, up to 90 seconds and 200 MB. Large or 4K videos are resized automatically when you upload them so they post cleanly everywhere — that can take 2–3 minutes. A video longer than 90 seconds can't be used; trim it first. Uploading a video uses one credit from your monthly video allowance, shown in the top bar next to your AI-credit balance.

No. You're only charged for a video that ends up in a real draft — if the video can't be used, or generating the post fails after the upload, the credit is automatically given back.

Not as a one-off purchase today — that allowance resets on your billing cycle, and moving up a plan raises it. (AI images work differently: those can be topped up any time from the AI-credits pill.)

It stays live on the platform you posted to — that's not affected. Island Pond Social's own copy of the file is kept for 7 days after publish as a safety window, then automatically removed from storage.

Nothing stops working right away. You get a 7-day grace period with reminder emails, and publishing only pauses if the card issue still isn't fixed once that window closes.

Yes, from Account settings — your plan isn't locked in at signup.

It's kept for 30 days after cancellation in case you want to come back, then permanently deleted.

Whoever you name as the approver in Account settings. Every post needs that human sign-off — there's no setting that lets AI-generated content skip it.

Account settings has a Change password section under your company details.