--- title: "FAQ" description: "Answers to the questions Pallyy support gets asked most, covering Instagram connections, failed posts, stories, teams, approvals, billing, and accounts." category: "faq" emoji: "❓" order: 1 faqPage: true datePublished: "2026-08-20" dateUpdated: "2026-08-20" --- These are the questions our support [inbox](/help/manage-comments-and-messages) actually gets asked most, with the same answers we give there. Can't find yours? Email [hey@pallyy.com](mailto:hey@pallyy.com) and a real person will get back to you. ## Getting started and connections ### What is a social set? A social set is one brand or client's group of social accounts, all managed together. An agency managing five clients uses five social sets, and Pallyy's [pricing](/pricing) scales by how many you manage, not by feature. ### Can I connect Instagram without a Facebook account? Pallyy needs your Instagram connected through a Facebook page to unlock everything Instagram's API offers. If you don't use Facebook, create a simple placeholder page, link your Instagram to it, and connect with **Login with Facebook**. You never have to post to the page. ### Why is my Instagram analytics empty? An Instagram account added with **Login with Instagram** can't access [analytics](/help/understanding-your-analytics), even if a Facebook page is on the set. Go to **[Settings > Social Sets](https://app.pallyy.com/settings/socials)**, disconnect Instagram, and reconnect it choosing **Login with Facebook**. The same applies to [collaborators](/help/instagram-collaborators) and locations on posts. ### Can I add more than one Facebook page to a social set? No. Each social set holds one Facebook page. For a business with several pages or locations, create a social set per page, then use **Clone to social sets** to send the same posts to each one and tweak them per set. ### How do I track a whole bunch of Instagram accounts? Create one social set per Instagram account. Agency includes 10 social sets and Scale includes 30, and [competitor tracking](/features/competitor-tracking) covers accounts you don't own. ## Publishing and scheduling ### How do I schedule an Instagram story? Create a post (or drag your media onto the [calendar](/features/calendar)), then in the Instagram options select **Story** from the post type dropdown. Stories auto-publish like every other format. ### Why can't I select Story or Reel on my post? Stories and Reels take one media item at a time. If you have several images or videos attached, the options grey out. Remove all but one and they'll enable again. ### Why did my Instagram post fail? The most common cause is the location attached to the post: if Instagram doesn't recognize it as a valid place, the post fails while other channels publish fine. Remove the location and try again. The other usual suspects are an expired account connection (reconnect from **[Settings > Social Sets](https://app.pallyy.com/settings/socials)**) or a media file outside the platform's specs. ### Can I add a clickable link to an Instagram or Facebook post or story? No. Instagram and Facebook don't allow links in posts or scheduled stories through their APIs, from any scheduling tool. That's what a [link in bio](/features/link-in-bio) page is for: one link in your profile that carries all the rest. ### Can I add collaborators to an Instagram post? Yes. When creating or editing the post, open the post options on the Instagram card and click **Collaborators**, then type the full Instagram username and select the account. Your Instagram needs to be connected with Login with Facebook for this to work. ### How do I pick the exact date and time a post publishes? In the top right of the [post composer](/help/post-composer) you choose the date and time per post. Prefer not to pick times at all? [Queue scheduling](/help/queue-scheduling) on Pro and above fills preset time slots automatically. ### Can I tag products in posts? On Instagram, yes: look for the tag button on the image when composing. Facebook and Pinterest don't support product tagging through Pallyy. ## Teams and approvals ### How do clients approve posts without a Pallyy account? Share your calendar with them. Clients open the [shared calendar](/help/shared-calendar) link, view each post, and change its approval status right there, no Pallyy login needed. [Approvals](/features/approvals) are included on Pro plans and above. ### I invited a teammate but they can't log in. Why? Two things to check. First, your teammate needs their own Pallyy account using the exact email you invited (a free account is fine). Second, the team needs social sets added to it: go to **[Settings > Teams](https://app.pallyy.com/settings/teams)**, open the team, click **Add social sets**, and pick the sets they should see. ## Billing and your account ### How do I cancel my subscription? Go to **[Settings > Subscription](https://app.pallyy.com/settings/subscription)** and click **Cancel**. Your plan stays active until the end of the billing period you've paid for. The details, including money back, are in [manage your billing](/help/manage-your-billing) and [refunds](/help/refunds). ### I removed a social set but I'm still being charged for it Deleting the accounts doesn't remove the add-on. On your **[subscription page](https://app.pallyy.com/settings/subscription)**, decrease **Extra Social Sets** by one and click update. If you think you've been charged since, email [hey@pallyy.com](mailto:hey@pallyy.com) and we'll check the credit. ### Why can't I upload videos? Video publishing starts on [Pallyy Starter](/help/pallyy-starter). The Free plan publishes images only. Every paid plan has a 14 day [free trial](/help/free-trials), so you can test video posting before paying. ### How do I update my credit card? Go to **[Settings > Subscription > Card](https://app.pallyy.com/settings/subscription/card)**, enter the new details, and click **Update**. The new card becomes the default for future payments. ### How do I reset my password? Log out, go to [app.pallyy.com/reset](https://app.pallyy.com/reset), enter your email, and click the link in the most recent email from us. To change the email on your account, head to **[Settings > Account](https://app.pallyy.com/settings/account/edit)**. ### How do I delete my account? Go to **[Settings > Account > Delete](https://app.pallyy.com/settings/account/delete)**, type DELETE, and confirm. This permanently removes your account and its data.