Common questions

The sign-in code doesn't arrive

The code only goes to an email that has access to OrganicDeck. Check that you typed the address your team added, and look in your spam folder.

A code works once and expires. If you see Wrong or expired code, press Change email and send a new one. If it still doesn't arrive, write to [email protected].

Why isn't a username enough to add an account?

The same username can exist on several platforms, so OrganicDeck needs the link to know which account you mean. Paste the profile link, like https://www.tiktok.com/@yourapp, or the link of one of its posts. See Add accounts and posts.

Why is a count missing, or different from the app?

• Each platform publishes different counts. Saves and shares only show where the platform publishes them.
• On Instagram, a post with hidden likes has no likes figure. OrganicDeck shows it as no data, not as zero.
• Facebook Reels come with views rounded the way Facebook shows them, and without likes, comments or shares. A Facebook post added by its link has them.
• Counts are from the last measurement. The platform's app shows them live, so they keep moving after that.
• Followers come from each profile's latest measurement and can differ from the platform's website.

Why do this period's views look lower?

Recent posts are still gaining views. A post from yesterday has had one day, while one from last month has had weeks, so the latest period tends to look lower than the one before.

Views gained compare periods on equal terms: they count what posts of any date added during each one. The Overview shows them once the whole period is measured. See Overview.

What does "Needs attention" mean on an account?

Its last measurement failed. OrganicDeck tries again on your plan's schedule, so you don't have to do anything.

If it keeps failing, open the account on its platform. Only public accounts can be measured, so an account that turned private or was deleted can't be. Its data up to then stays.

Why hasn't a post been read?

The post detail says which of these it is:

• It's waiting its turn. Posts that took off go first, then the rest from newest to oldest.
• This month's reads ran out. The post is read when they renew on the 1st, or with a reads top-up.
• It's older than its account's posts in tracking. Keep more posts per account to have it read.
• It's a single photo or a text post, or a video on Facebook, X or Snapchat. Those aren't read yet.

See How OrganicDeck reads posts.

Why did an older post stop updating?

Each account keeps its newest posts in tracking, as many as you set per account. When it publishes new ones, the oldest leave tracking and keep their last measurement. To keep more, change the posts per account in Settings → Measurements, or in the In tracking column of Accounts.

A post you added by its link is measured for 90 days after it was published, less often as it gets older. Then it keeps its last measurement.

If the project has more posts in tracking than its plan allows, each measurement covers the newest ones that fit. The In tracking column shows which accounts are measured in part.

How do I stop a post from counting?

1. Open Posts and press Select.
2. Choose the posts.
3. Press Exclude from metrics.

You can also do it from the post's detail. The post is still measured. To bring it back, switch to Not in metrics in Posts, select it and press Include in metrics.

To count only the posts that name your product, use the account rule Only count posts that mention. See Accounts.

How do I change the language?

Go to Settings → Your account and pick English or Spanish under Language. It's saved to your account, so it applies on any browser you sign in from.

Captions and the slideshows you already wrote keep the language they were written in.

Does OrganicDeck post for me?

No. Send to TikTok sends a slideshow's slides as a draft to the TikTok inbox of an account you connect. You add a sound there and post it from your phone. See Send to TikTok.

Does OrganicDeck need my TikTok password?

No. OrganicDeck measures accounts from their public links and never signs in to them, yours or anyone else's.

Connecting a TikTok account is only for sending drafts. You sign in on TikTok's own page and allow access there. OrganicDeck never sees your password, and you can disconnect the account whenever you want.

Can I follow accounts that aren't mine?

Yes. Any public account works: your own, the creators you work with and your competitors. Keep them apart with groups, and pick which ones add up in your Overview. See Accounts and Overview.

How often are accounts measured?

On your plan's schedule, which Settings → Plan shows. A new account is measured right after you add it. Each account then keeps its own schedule, and the Last measured column in Accounts says when each one was measured.

How do I cancel?

An owner of the project goes to Settings → Plan and presses Manage billing. The plan stays active until the end of the period you paid for.

Refunds are covered in our Refund Policy. See also Plans and billing.

How do I contact support?

Write to [email protected] and a person on the team will answer. Include the project's name and, if it's about an account or a post, its link. The help button at the bottom of the sidebar also has this address.