Questions? We have answers.
You can find some answers to commonly asked questions below.
Questions? We have answers.
What Is an Influencer?

An influencer is someone in your community whose social media activity has impacted the way you interact. These members are determined by the number of followers the user has, their follower/ following ratio and the kind of content they post.

  • Engage with Influencers by commenting on their posts and adding to the conversation, showing you are also a valuable member of the community.
How Does Commun.it Decide Who I Should Follow?

Recommendations for who to follow are based on the number of interactions you've had and the value they have as a member of your community.

How Does Commun.it Decide Who I Should Unfollow?

Commun.it recommends you unfollow users you have not engaged with at all, or in a long time, and that may not follow.

What are Campaigns?

Campaigns are weekly or daily tweets which can be scheduled for a specific time. They can be used for anything from thanking new followers to engaging with top community members. Feel free to get creative, and use them as you see fit. For more on getting the most out of Commun.it Campaigns, check out this blog post.

  • For best results, we recommend personalizing your campaigns. The number of campaigns sent is dependent on how active of a user you are on social media.
Can I Send a Tweet More Privately?

Yes! By beginning a tweet as a mention, "@twitterusername" you make the tweet more private. If the user is following you, you can also send them a DM.

  • Sometimes a more private tweet is the best response. Your followers will thank you for it.
How Do I Add a Profile?

For Adding a Twitter Profile:

  • Click your profile picture on the top right of your dashboard.
  • Scroll down and click on Add Twitter Profiles
  • You can either add a profile by entering in the details of the account, or you can sign-in through Twitter.

For Adding a Facebook Profile:

  • Click your profile picture on the top right of your dashboard.
  • Scroll down and click Add Facebook Profiles
  • You can either add a profile by entering in the details of the account, or you can sign-in through Facebook.

*This is only applicable for paid accounts. We offer Business, Business Plus and Corporate Plans. Want to know more? Click here to learn more about Commun.it’s premium plans.

How Do I Remove a Profile?

For Removing a Twitter or Facebook Profile:

  • Click your profile picture on the Top right of your dashboard.
  • Scroll down and click on Manage Profiles
  • Hover over the account you would like to remove and click on the ‘X’ to remove it.
Can I Schedule a Post?

Absolutely! We’ve integrated Buffer into Commun.it so schedule away :) This feature is only available for premium plans. To read more on what you can (and cannot) Buffer, check out “How to Increase your Twitter Engagement through Commun.it and Buffer”.

How Can Using Commun.it Help Me Achieve My Goals?

If you’re looking to pitch a tent on Mars or solve world hunger, we can’t help. But, if it’s actionable social insights that will help you boost engagement and better understand what makes your community tick, you’ve come to right place. Welcome. What took you so long? :p

  • Don’t just take our word for it.
  • See for yourself. Wix successful ran a major contest using Commun.it.
How Do I Remove via Commun.it From Tweets

This will take 20-30 seconds.

  • Head over to Commun.it
  • Click on your profile picture
  • Click on Settings
  • Click ‘Remove '(via commun.it)' from tweets’.
  • Go forth and prosper! :-)

*This feature is available on all paid plans.

What do I need to sign up for a Commun.it account?

A Twitter, and or, a Facebook account and an active email account. That’s it. Oh, and a healthy enthusiasm for building relationships on social media is a definite plus!

Still Not Working? Make sure:

  • You’re signed into the relevant Twitter/Facebook account
  • That you don’t already have an existing account
How do I connect my Twitter or Facebook Account?

Sign into the Twitter or Facebook account that you want to connect with Commun.it. Once you’ve signed into your social media account of choice, click the ‘Sign in’ button. It’s that simple.

Still Not Working? Make sure:

  • You’re signed into the relevant Twitter/Facebook account
  • That you don’t already have an existing account
How Do I Add Team Members?

Please email us directly to add or remove team members.

  • Click your profile picture
  • Scroll down and click ‘Manage Team Members’
  • Enter in your teammates email into ‘Invite a Team Member’ and they will be sent an email to join.
How do I give access to a team member for specific profiles?

After adding a team member to your account, you can specify which profiles you would like the team member to have access to.

  • Click on your profile picture
  • Scroll down and click ‘Manage Profiles’
  • You will see a list of all the profiles you have attached to your account
  • Click on ‘Share Profile’ - this will show a drop down who is already connected
  • Place a checkmark (or uncheck to revoke access) next to the team member’s email
How Do I Remove Team Members?

Please email us directly to add or remove team members.

Will my Free Commun.it Account Always be Free?

Yes! Your account will always be free to use, and includes 20 free engagements to use per week. This is part of Commun.it’s commitment to fostering meaningful connections on social media. For those looking to enjoy all the advanced features Commun.it has to offer (there are lots of them) we have a selection of premium plans.

How Do I Add Profiles?

To add profiles

  • Click your profile picture on the top right of your dashboard.
  • Scroll down to add Twitter profiles or add Facebook profiles
  • You can either add a profile by entering the details of the account, or you can sign into the desired account through social sign in.You can do this by clicking ‘Sign in through Twitter’ or ‘Sign in through Facebook’.This is only applicable for paid accounts.

Still Not Working?

  • Email us
  • Tweet us
How Do I Remove Profiles?

For Removing a Twitter or Facebook Profile:

  • Click your profile picture on the Top right of your dashboard.
  • Scroll down and click on Manage Profiles
  • Hover over the account you would like to remove and click on the ‘X’ to remove it.
How Do I Reset My Password?

Pesky passwords! Not to worry, just click the Reset Password link. You should be all set. Be sure to check your email. If it’s not showing up, the email we have on file may not be correct.

Still Not Working?

  • Pray ;p (just joking)
  • Email us
Why Am I Not Receiving Emails?

That sucks! Make sure:

  • The email isn’t in the spam folder
  • That it’s not going to a team member

Still Not Working?

Please email us immediately, this means we do not have your correct email on file.

What Is Commun.it, and What Can It Do for Me?

Commun.it is a social media management and intelligence platform that is here to change the way companies approach social media. Instead of focusing exclusively on engagement, Commun.it is here to help companies leverage their social media as a powerful performance marketing solution.

I Still Don't Understand What Commun.it Does:

I've Signed In. Now What?

Welcome :-) Now that you’ve signed in, let’s get started! Commun.it consists of five different dashboards which each control a different aspect of your community.

  • Actions: This is the first dashboard you see when you login. This gives you an overview of what’s happening in your community. Here you can perform basic actions to maintain your community and boost engagement like thanking new followers. It also includes some basic stats about your social media activity including the number of Tweets sent and number of followers.
  • Community: This dashboard gives you an in-depth look at what’s happening in your community beyond superficial stats. The Commun.it algorithm analyzes your community, and uses this data to suggest who you should interact with, unfollow and re-engage. Here you’ll see if you social media efforts are paying off, and who to interact with.
  • Leads: This dashboard is for people outside of your network that can be great assets to you. By clicking reply to a lead, you’ll be able to comment on their post to begin a conversation with an otherwise unknown valuable member. Consider this the refined hyper-growth of this tool. You can create campaigns to target these leads, making it even easier to interact and reply to relevant posts.
  • Campaigns: This dashboard enables weekly tweets with editable texts to go out to. There are a range of campaign templates to choose from including New Followers, Thank Users that Retweeted, Engage with New Leads, Send DM’s to New Followers. All these templates can be edited to suit whatever message you’re trying to convey to your community.
  • Reports: This is the analytical part of your dashboard where quantitative data is presented, and you can see engagement levels for all those terms and hashtags you have been monitoring. Additionally, reports are exportable to PDF, and or, Excel. This is where your dashboard comes to life.

I Still Don't Understand What to Do. Help

How Can I Unfollow Users That Don't Follow Me Back?

On the actions page you’ll see the consider to unfollow widget. Under the Community tab there is also a list of recent unfollowers and complete list of consider to unfollow. By simply clicking the ‘unfollow’ button which appears below a user’s name, you can give them the boot.

What Are the Different Types of Tweets?

Twitter is so much more than a digital marketing platform. It’s a community that wants to get to know you. Once you understand how tweets work, you’ll see what all the fuss is about. One of the most important things to understand is the difference between a public and private tweet. By beginning a tweet as a mention, in the example below of @Nicole - it’s more private. The other tweets are completely public, and you will often see them on Twitter.

Your Tweet: Who on Twitter Sees it:
@Nicole, thank you! You, Nicole & mutual followers: followers that follow both you and Nicole.
.@Nicole, thank you! You, Nicole & All of your followers.
A big thank you to @Nicole and @Michael! You, Nicole, Michael & All of your followers.

I Still Don't Understand. Help!

How do I leave Commun.it?

We’d be sad to see you go, but we know it’s nothing personal, right?! If you’re sure you want to say goodbye to all of this magic, click ‘Delete Account’ under Settings. If you have a paid plan or are on a free trial, be sure to contact us.

I'm a Total Twitter Beginner. Can You Help?

Drowning in a stream of DMs and mentions? Not to worry. We’ve got you covered. Before you start filling cyberspace with every thought, idea and selfie you snap, read Commun.it’s jargon-free guide to getting started with Twitter.

What Are the Advantages of Free Accounts?

Whoever said no such thing as a free lunch never met Commun.it. You can keep this account for as long as you’d like! With a basic account you can add one Twitter profile, and you also have the ability to set campaigns, monitor keywords and hashtags related to your profile, and are allotted 20 engagements per week for manual actions.

What Are the Advantages of a Pro Plan?

Looking to step up your social media game? With the Pro Plan you can create 7 unique weekly campaign tweets for a single twitter profile and can view one week worth of analytic reports for your social media efforts. You also have the power to connect Commun.it with Buffer, and 'Via Commun.it' is removed from your tweets.

What Are the Advantages of a Business Plan?

Get a deeper understanding of analysis, more monitoring capability and know how to strategize for maximum effect. With the Business Plan you get 8 twitter profiles, access for two teammates, analytic reports for up to 60 days, and can monitor unlimited hashtags and keywords. You also have the option to create 15 unique weekly tweet campaigns.

What Are the Advantages of a Business Plus Plan?

With combined access to 12 profiles Facebook and Twitter profiles, you’ve now got some serious ammunition on your side. The Business Plus Plan provides access for 4 team members and analytic reports are for 180 Days (6 months), giving an even fuller picture of your social media presence for both Twitter and Facebook. Additionally, you now have unlimited leads to engage with, and can create 30 unique campaigns. Start driving those engagements!

What Are the Advantages of a Corporate Plan?

You’re a professional organization that uses analytics and want complete access to every tool that Commun.it has to offer. With this plan you can add 20 Facebook and Twitter profiles. Most important is that you now have unlimited access to Commun.it Analytic Reports, monitoring, engagements and users analyzed. You also receive specialized support from Commun.it. Email us to find out about the extra perks that await you in the Corporate Plan.

What Are the Advantages of an Enterprise Plan?

The Enterprise Plan is an unlimited plan with complete access and specialized support. This plan is tailored for PR firms, social media firms, or businesses that have many websites and social media accounts. It really doesn’t get much better than this. Please contact us directly to learn more about Enterprise Plans.

What's Everything I Need to Know About My Free 14 Day Trial?

You have complete access to the plan of your choice, free for 14 days. You can explore, ask us questions and get a feel for who and what Commun.it has to offer. Just be sure you’re receiving emails from us, as we will be sending you important details about your trail. You can cancel your 14 day trial at anytime, but we encourage you to do so at least 24 hours prior to the billing date.

Something is wrong with my billing! Help.

  • If you feel you’ve been billed erroneously, please contact us immediately.
How Do I Cancel My Plan, Free Trial or Deactivate?

Leaving already? We’d be sad to see you go, but we get it. You gotta do what you gotta do. You can cancel by sending us an email through ‘Contact Us’ on the settings page. Once you cancel your plan, you will be moved to the free plan, where your data will still be kept for when you decide to upgrade again. *hint, hint* Should you decide to deactivate, all of your data will be deleted from Commun.it. That means bye bye forever. Or until you decide to sign up again.

How Do I Set up My Campaigns?
  • Open your Commun.it Dashboard
  • Click 'Campaigns'
  • Click on edit for the one you would like to activate.
  • If you hover over each option, it will explain what each campaign does. You can also edit the text to personalize it. For more on how to optimize campaigns, click here.
  • Click on the bubble at the bottom that says 'Active' and click 'Save'.

If you'd like to deactivate a campaign, follow the same steps as listed above except click on the bubble at the bottom that says 'Stopped' and click 'Save'.

What Does 'Unique Campaigns' Mean?

Each plan has a certain amount of unique campaigns that can be created, whether that be to thank new followers, retweeters, engage with new leads or a customizable campaign. For instance, if you have setup a campaign to ‘thank new followers’, you can have that campaign sent out from each of the profiles you have connected to Commun.it. Despite more than one profile using a specific campaign, it counts as only one unique campaign. If you however create another campaign with alternate wording to ‘thank new followers’, this is deemed a separate campaign entirely.

Help! I can’t get my campaigns to work

  • You may have reached the limit for the amount of unique campaigns you can create.
  • If you have any campaigns that are currently not active, and you would like to create a different one, all you have to do is edit an inactive campaign.
  • Do this by clicking 'Edit' on any inactive campaign and setting it up how you would like your new campaign.
Can I Schedule Weekly Tweet Campaigns With Buffer?

Yes! If you go into any of your campaigns, scroll down below the text of the campaign and select ‘Set campaign exact send time’. This will enable you to send the tweet on your selected time at Buffer. Click here to learn more about how you can integrate Buffer into your Commun.it experinece.

How Do I Make Campaigns More Private?

There is an option to send DM's (Direct Messages) to followers, as well you can begin your campaign as a mention to connect with specific users. Read more about how you can Get the most out of your Campaigns.

What Is an Activity Report?

Numbers people, we have a little treat for you. Introducing Commun.it’s activity reports which provide quantitative data about your account. You can export the data to a PDF document to easily email or use in a meeting. Each plan enables different periods of time to be analyzed.

How Do You Define Total Reach on Activity Reports?

This is the total number of people who potentially have seen mentions or retweets of, and from, you.

How Do You Define Total Impressions on Activity Reports?

The total amount of impressions is the number of times users have seen a post, tweet, or even an ad. A user may see a post multiple times and each time counts as another impression; however, once a user has already seen an impression it does not add to your reach. This is because reach counts the number of users who have seen your post, while impressions counts how many times it has been seen.

How Do I Use the Engagement Report?

Data from the engagement report is from the Community tab of your dashboard. The report is specifically on keywords and hashtags that you are actively monitoring. This can be used in numerous ways to ensure that you're on track with your overall online strategy, including for campaigns of specific hashtags. You can also specify which keyword or hashtag you would like to see a report on. Engagement reports are exportable to both PDF and Excel.

What is the Global Filter?

This is a filter that can hide tweets containing a specific keyword, hashtag or author that you are not interested in monitoring, such as: "iPad", "@JohnDoe123", etc. By filtering terms, you can ensure they won’t be targeted in any of your campaigns. Filtered mentions won't appear anywhere in Commun.it (including reports) . You can add or remove filters at any time. The filtered tweets are simply hidden - they are not deleted.

Where can I see my invoices?

We send an email, to the email address you signed up with, that includes:

  • Information about the plan you’re on
  • A receipt when you’re billed
  • Your next billing date

You also have access to this information at all times from within your dashboard. To access your billing information, click on your profile picture and go to Settings. You will see an area labeled “Contact us” and a link to “View Billing history”. Click on “View Billing history” to see what plan you’re on, when you were billed, and when your next billing date is.

To download your invoice, click on “Download a PDF”, located on the right-hand side.

How Can I Change my Credit Card information?

Please contact us about changing your credit card information.

What is your cancellation policy?
  • If you are having trouble adding profiles, define leads, manage campaigns, or any other matter, our Customer Solutions agents are here for you and are more than happy to assist. Submit a ticket with your question to get assistance.
  • Contact or email us to upgrade, downgrade or cancel your account.
  • Important Cancellation Information

  • The renewal date of a yearly Plan is on the anniversary of the purchase date. Commun.it sends out a notification email two weeks before the renewal date of the yearly Plan.
  • Premium Plans are only eligible for a full refund within the first 14 day trial period 14 day trial period. Click here to check if your plan is currently refundable.
  • Canceling a plan within the 14 day trial period, cancels your plan immediately. If you want to turn off the auto-renewal for your plan (so that it doesn't renew the following year), make sure to wait until the 14 day trial period has ended.
  • Canceling a plan after the 14 day trial period prevents the automatic renewal payment. Your plan remains active and available until the end of the term that you had paid for. While your plan is still active, you can undo the cancellation on the Billing & Payments page.
  • It may take up to 20 business days for a refund to appear on your credit card statement (if you are eligible).
  • Deleting an account does not cancel a Premium Plan, and canceling your Premium Plan does not delete your site.

We are always happy to hear from you! Your feedback is important to us.

What is your refund policy?

    Important:

  • You can cancel your Premium Plan at any time within the first 14 days and receive a full refund. No questions asked!
  • Refund Policy Details

  • The 14 day trial period includes the first 14 days after upgrading your subscription from free to Premium. The 14 day trial period does not apply to renewal payments.
  • If you upgrade from one Premium Plan to another, the new upgrade is not considered an “initial purchase" and won't be refunded unless you cancel your plan within the 14 day trial period of the original purchase.
  • If you decide to cancel your Premium Plan within the 14 day trial period, your plan will be canceled immediately and you will no longer be able to make use of the Premium features included in the Plan you've purchased.
  • If you are eligible for a refund, your credit card will be refunded automatically.
  • Additional Information

  • If you canceled within 24 hours of a purchase it is possible that the transaction was canceled before the funds settled. If this is the case, instead of receiving a refund, the original charge(s) will drop away from your account within 20 business days.
  • Please allow up to 20 business days for your refund to appear on your credit card statement.
  • Commun.it is not responsible for any bank charges, commissions or overdrafts. The only way to remove these charges is through direct negotiation with your bank.

We are always happy to hear from you! Your feedback is important to us.