Knowledge Base

Here you will find answers to a lot of the most common questions and issues our users face and what you can do to resolve them. We are always happy to help our customers, via email or support ticket. If you do not find what you are looking for, please do get in touch if you have an issue with your service.

Please note : We offer support via email (info@autopo.st) and via support ticket.

Q) Songs have stopped posting to my Twitter feed.
A) Please check the server log for you account. You will probably get the answer you need from there. To view the server log, log onto your Control Panel and click on ‘Server Log’ and scroll down to the last entries,

Q) The server log keeps on saying ‘Same song’.
A) This means that when our system contacts your streaming server, it is telling us that the same song is still playing. If this happens, make sure that your streaming server is indeed updating the songs. If you use Radionomy, we have had a large number of people suffering with this problem and you may need to contact Radionomy and let them know there may be an issue with their API. If you are certain that your streaming server IS updating the song, make sure that the details are correct on our system by logging into your control panel and make sure the correct type of server is selected and make sure all the details are correct.

Q) The server log keeps saying ‘Application cannot perform write actions’.
A) This means that Twitter have blocked the App for some reason. We’ve seen this on a small handful of occasions, what you need to do is visit the link in the error code https://support.twitter.com/forms/platform and use the second option ‘My application has been suspended or restricted from performing write actions’ and explain that you may have been posting too frequently and that you have corrected the issue. There is also more information here : https://support.twitter.com/articles/72585 . What we’ve seen happen is that when a large number of posts appear very frequently and an account has a small number of followers they think that something is wrong. They seem to have an algorithm that does this calculation and the process is very automated. If you contact them they normally realise that it wasn’t SPAM and they lift the restriction. We also recommend also changing the posting frequency initially to around every 30 minutes and then once the App is re-enabled, you could move it back again.

Q) The artist image posted is incorrect.
A) We use a third part database for the Twitter account and artist image matching service. If you see an image that is incorrect or does not match, in the first instance, please make sure that the artist is labelled correctly on your server before contacting us. Our system uses the artist as displayed on your streaming server, if this is incorrect, our system will fail to correctly match the artist. If you are sure that the artist is labelled and spelt correctly on your server then unfortunately our system has been unable to make a correct match in the database we use. You may use the ‘override’ feature if you would like to supply the Twitter name and a correct image location for the artist in question. You can administer this via the user control panel.

Q) The ‘Buy this Song’ links keep on being dropped off the posts.
A) Twitter has a limit of 140 characters for each post. This is a limit set by Twitter and not a limit of our system. Our system composes each tweet individually, packages it up and sends it to Twitter. To make sure each Tweet has the best chance of posting, we do the following. We construct the Tweet by adding the Message you have selected (via the control panel) and add the artist name and title. We then add the image (if you have selected to add it) and then add the ‘Buy this song’ link if you have selected to add it. If the length of the tweet is over 140 and will therefore be rejected by Twitter, we take off the ‘Buy this song’ link. We then check again to see if the Tweet is over 140 characters. If it is, we then take off the image (which uses 22 characters) and try and post again. If it is still over 140 characters, then there is nothing we can take off and the Tweet will ultimately fail. If you get lots of errors saying that the Tweet is over 140 characters, you should make your ‘Pre message’ and ‘post message’ as short as possible. Just to emphasize, this is a limitation of Twitter, not of our system.

Q) I have forgotten my Control Panel details
A) No problem, let us know via email or support ticket and we will send them to you again.

Q) The artist tagged is incorrect.
A) We use a third part database for the Twitter account and artist image matching service. If you see an artist tag that is incorrect or does not match, in the first instance, please make sure that the artist is labelled correctly on your server before contacting us. Our system uses the artist as displayed on your streaming server, if this is incorrect, our system will fail to correctly match the artist. If you are sure that the artist is labelled and spelt correctly on your server then unfortunately our system has been unable to make a correct match in the database we use. You may use the ‘override’ feature if you would like to supply the Twitter name and a correct image location for the artist in question. You can administer this via the user control panel.

Q) I cannot log into the Control Panel, I get a ‘Page not Found’ error.
A) This is certainly related to not having cookies enabled on your browser. Please enable cookies and try again. It seems to happen on Internet Explorer (only certain versions). We’d suggest, where possible, to try and use Google Chrome to see if this works. If you continue to have this issue, please kindly let us know about it and include what operating system you are using and what browser you are using.

Q) I want to cancel my services.
A) Oh no! Was it something we did? To cancel you service, simply cancel your subscription via PayPal and we’ll get notified of the cancellation. It would be great if you also let us know why you are cancelling and if there is anything we could do to retain your business. Please note : You have to cancel your PayPal subscription via your own PayPal account. Until you do so, the subscription will remain active and you may be charged again.

Q) I want to cancel my trial.
A) To cancel your trial, you must do so during the first 7 days of the trial or you will be charged. To cancel the trial within the first 7 days, simply cancel your subscription via PayPal and we’ll get notified of the cancellation. It would be great if you also let us know why you are cancelling and if there is anything we could do to retain your business. Please note : You have to cancel your PayPal subscription via your own PayPal account. Until you do so, the subscription will remain active and you may be charged again.