FAQ
(Frequently Asked Questions)
Frequently Asked Questions (FAQ)
Access and Account Settings
How do I log in to my Analytics PRO account?
For first time users, click on this link to be directed to your Analytics PRO package. For subsequent
visits, please connect via your Facebook account.
How do I change the time zone for a specific page that
I am monitoring?
Please, delete the specific page from your account, add it again and select the desired time zone.
Can I provide colleagues access to my Analytics PRO account?
If you want a colleague to have access to your Analytics PRO account, please contact us at
[email protected].
Is it possible to change the color of my page?
Yes. If you would like the color of your page to be changed, please contact us at
[email protected] and we will provide you with further instructions.
In order to change the color of your page, please, click on the color icon displayed above your
page´s title and choose the color you prefer the most.
Get more information at
www.socialbakers.com
Frequently Asked Questions (FAQ)
Subscription and Billing (Credit Card Accounts)
How do I cancel my free trial?
Please follow this link and click on “Cancel” to avoid your credit card from being charged.
How can I cancel my Analytics PRO subscription?
Please go to the “Account” section and click on “Active packs.” From there it is very easy to cancel
your Analytics PRO subscription.
I cancelled my Analytics PRO subscription, but the account is
still active. Why?
After cancellation your account is active to the last day of your current billing period. The start of
your billing period is the day that you subscribed. For example, if you subscribed on the 9th, your
account stays active to the 9th.
Can I change the owner of my Analytics PRO account?
Unfortunately, changing the owner is not possible if you have subscribed for Analytics PRO via
credit card. Please cancel your current account and create new one using the new owner.
How can I change my billing information?
Click on the “Account” section to update your billing information.
I accidentally subscribed multiple times and was charged for
more than one subscription. What should I do?
Please contact us at [email protected] and provide the URL of the Facebook profile used
to subscribe to Analytics PRO. Please specify which accounts you want to cancel. Our support team
will cancel them and reimburse you immediately.
Get more information at
www.socialbakers.com
Frequently Asked Questions (FAQ)
Subscriptions and Billing (Paypal Accounts)
How do I cancel my free trial?
Since PayPal is a third party in our billing process, your subscription must be canceled in your
PayPal account. If you cancel your account within the free trial period then your PayPal account will
not be charged.
How can I cancel my Analytics PRO subscription?
Since PayPal is a third party operating in our billing process, your subscription must be canceled in
your PayPal account.
Can I change the owner of my Analytics PRO account?
Yes. You can switch the owner of your Analytics PRO package by contacting us at
[email protected]. Please provide the Facebook profile URL of the new account owner.
How can I change my billing information?
Please cancel your subscription and re-subscribe with your updated billing information.
I accidentally subscribed multiple times and was charged for
more than one subscription. What should I do?
Please contact us at [email protected] and provide the URL of the Facebook profile used
to subscribe to Analytics PRO. Our support team will see that you are reimbursed immediately.
Get more information at
www.socialbakers.com
Frequently Asked Questions (FAQ)
Adding and Deleting Pages
How do I add new pages to monitor?
Click on “Monitor new page” and provide the necessary information.
While adding new page I am receiving following message: Page
has more fans than your subscription allows. Our team will
contact you. Why?
It is not an error message. It does not affect the functionality. Our team will get in touch with you.
Why can I not access all key performance indicators of recently
added pages?
Analytics PRO is only able to display all key performance indicators from the day that the page was
added into our database. Some page metrics will be available from before it was added to our
database while others will not.
Why am I receiving an error message when trying to
add a new page?
There are three types of error messages for adding a new page:
Non-existing URL: Check for typos and make sure the page exists.
Profile: You are attempting to add a personal profile instead of a fan page.
Targeted fan page: This is a fan page with regional restrictions. Contact us at
[email protected] for further instructions.
Get more information at
www.socialbakers.com
Frequently Asked Questions (FAQ)
How can I delete the pages that I am
monitoring?
This function is available only for master users. Please select the
pages you want to delete and click on “Actions” and “Delete
pages“. The number of sites that you can delete depends on the
type of package.
Get more information at
www.socialbakers.com
Frequently Asked Questions (FAQ)
Overview of Analytics PRO
What are the main differences between Analytics PRO and
Facebook Insights?
Analytics PRO allows you to monitor historical data over a customized time range while Facebook
Insights only allows you to see analysis for the past month. Additionally, benchmarking your page to
your competitors, industry or region allows you to monitor and compare yourself to pages in which
you are not the administrator.
Why are some Socialbakers statistics different from the
statistics provided by Facebook Insights?
There are following reasons for this difference:
The time zone which we are calculating the data from Facebook pages sometimes differs
from the time zone used by Facebook Insights.
Private data are the source for Facebook Insights. Public data are the source for
Socialbakers Analytics. These data are aggregated at different time.
Is it possible to access Facebook Insights for my page directly
in Analytics PRO?
Yes. In the main menu of your administration page is a section titled “View admin stats.” Once you
click on “Allow” you will be able to see all Facebook Insights for your page in your Analytics PRO
account.
How can I export data from my Analytics PRO account?
You can easily create Custom reports and Executive Reports with the overview of results
of your social media performance compared to another page and entire industry benchmark.
You will find this section in the menu on the left hand side, which is situated under the
Comparison tab.
Get more information at
www.socialbakers.com
Frequently Asked Questions (FAQ)
You can also export data into CSV form by clicking on the icon located above each graph.
On the dashboard you can export the data from the full dashboard or only for selected
pages.
Can I access historical data before the set default date?
Please contact us at [email protected] and provide your data request. The support team
will respond to your request as quickly as possible.
I added a Twitter profile to my dashboard but I am unable to
see historical data. Why?
This is a Twitter feature. We start acquiring data about a Twitter Profile at the moment the first
person ever wanted to monitor it. If you are the first one to monitor that specific profile, there will
only be data available since the day you added it to your dashboard.
Do Socialbakers statistics include interactions from votes or
polling questions?
You can find in the section “Posts” and “Post types” the number of votes and polling questions.
Are my colleagues seeing all the same data and graphs
as myself?
Yes. Every user with access to your Analytics PRO account will see the same data and graphs. The
only exception is that labels in the dashboard are user specific.
Can we monitor the statistics of any page that is listed in our
global statistics section on socialbakers.com?
Yes. You can monitor any page that is listed in our global statistics section by adding it to your
Analytics PRO dashboard.
Get more information at
www.socialbakers.com
Frequently Asked Questions (FAQ)
Why is the number of fans for regional pages in Socialbakers
statistics different from the number of fans displayed on their
Facebook fan page?
Some Facebook pages are managed as global pages with regional versions. On particular regional
Facebook fan pages is displayed the number of fans for global fan page.
Which metrics should I monitor closely?
Analytics PRO offers highly actionable insights to identify key influencers, track fan growth rates,
and understand effective content types. One of the most important metrics to monitor is the
Number of fans and fan growth
Engagement rate: shows which content fans find most engaging and which content is
ineffective.
Response rate: shows the level of social customer care - how the page responds to fans
wall posts and questions.
KPI check: tracks key performance indicators for your page comparing it to another page,
benchmark or customized benchmark. For more detailed tutorials and whitepapers, check out
our Resource Center.
Get more information at
www.socialbakers.com
Frequently Asked Questions (FAQ)
Comparing Pages and Benchmarking
Is it possible to compare more than two pages at the
same time?
Currently it is only possible to compare two pages at the same time. However using labels you can
create customized benchmarks. In the section “Charts” you can compare the performance of
these pages within the customized benchmark. Using KPI check you can contrast the performance
of the selected page to another page, to a benchmark or the customized benchmark.
Is it possible to set that the executive and custom reports will
be sent to my email address?
Yes you can set it in the section “Custom reports” or “Executive reports”. However, it is not possible
to set automatic sending of these reports to a specific day of the month, respectively, at certain time
intervals.
Sample Pages
Do the sample pages count as one of the pages that
I am monitoring?
No. The purpose of our sample pages it to better help our customers understand Analytics PRO
metrics and graphs. They do not count as pages that you are choosing to monitor.
I do not want to keep the sample pages on my dashboard.
Can I remove them?
Yes. To delete a sample page, please go to the “Actions” section of the dashboard and click on
“Delete a page“.
Get more information at
www.socialbakers.com