Why isn’t my social video data populating?
We need to map your social handles to your site to show your social video data. Please reach out to your Customer Success Manager so we can update this for you.
How often does the data in Social Hub update?
The data updates on a daily basis, you can see data up to yesterday in Social Hub. Exact latency may vary slightly by platform.
Are private posts included?
Not at this time. Social Hub currently reports on public posts only, consistent with platform data-sharing policies.
Why can’t I see my site on the social platform benchmarking? (Viewpoint preview)
The social platform benchmarking chart might not show a website if the account has no presence on the platform.
Why can’t I see my data on some of the cross-platform charts?
Social Hub is built in accordance with data regulations; If an account is based out of Canada - Facebook engagement data will not be available.
Additionally, if an account is not showing metrics for:
- Cross-platform story chart -
- The particular story might not have any referred pageviews from the platform.
- Cross-platform video chart -
- There might be no social video posted on the platform
- There may have been no posting by a creator account
- It may have been posted on a private account/group which we cannot pull in
Why are some videos missing platform-specific engagement metrics (e.g., TikTok shares or Instagram comments)?
While Social Hub aims to capture a representative sample of on-platform social engagement, there are limitations to what data is collected, including:
- Facebook does not allow access to posts shared in private groups due to privacy restrictions and Facebook's terms of service
- Tubular (which powers this product) only tracks a specific set of accounts (“Creators”)