FAQ

Frequently Asked Questions

Find answers to common questions about using Masoko.

General

What is Masoko?

Masoko is a social media management platform that helps you schedule posts, manage multiple social accounts, and track your performance across platforms like Instagram, Facebook, X (Twitter), and LinkedIn.

Who is Masoko for?

Masoko is designed for:

• Freelancers managing their own social presence
• Small businesses building their brand
• Agencies managing multiple clients
• Content creators growing their audience

Is there a free plan?

Yes! Our free plan includes 3 social accounts and 30 scheduled posts per month. No credit card required.

Account & Security

How do I reset my password?

1. Go to the sign-in page
2. Click Forgot password?
3. Enter your email address
4. Check your email for a reset link
5. Create a new password

Is my data secure?

Yes. We take security seriously:

• All data is encrypted in transit (HTTPS) and at rest
• We use secure authentication with optional two-factor authentication
• We never store your social media passwords
• Regular security audits and updates

Can I enable two-factor authentication?

Yes! To enable 2FA:

1. Go to Settings → Security
2. Click Enable Two-Factor Authentication
3. Scan the QR code with your authenticator app
4. Enter the verification code

Social Accounts

Which platforms does Masoko support?

Currently supported:

• Instagram (Business and Creator accounts)
• Facebook (Pages)
• X (Twitter)
• LinkedIn (Profiles and Pages)

Coming soon: TikTok, Pinterest, YouTube

Why can't I connect my personal Instagram account?

Instagram requires a Business or Creator account for third-party scheduling. To convert your account:

1. Go to Instagram Settings
2. Select Account
3. Choose Switch to Professional Account
4. Select Business or Creator

My account keeps disconnecting. Why?

Social platforms periodically require reauthorization. This is normal and happens for security reasons. Simply click Reauthorize when prompted.

Posting & Scheduling

Can I post to multiple accounts at once?

Yes! When creating a post, you can select multiple accounts. Masoko will publish the same content to all selected accounts.

What media formats are supported?

• Images: JPG, PNG, GIF (up to 10MB)
• Videos: MP4, MOV (up to 100MB, duration limits vary by platform)
• Carousels: Up to 10 images (Instagram)

Can I schedule Instagram Stories or Reels?

Instagram Stories and Reels scheduling is available on Pro and Business plans.

What happens if a scheduled post fails?

You'll receive an email notification with details about why the post failed. Common reasons include:

• Account disconnected
• Content violates platform guidelines
• Media format not supported

Billing

How do I upgrade my plan?

Go to Settings → Billing → Upgrade Plan and select your desired plan.

Can I get a refund?

Yes, we offer refunds within 14 days of purchase. Contact us at mail@erikmus.nl.

Do you offer discounts for annual billing?

Yes! Annual billing gives you 2 months free compared to monthly billing.

Technical Issues

Posts aren't publishing at the scheduled time

Check the following:

1. Your social account is still connected
2. The post is scheduled for the correct timezone
3. Your account hasn't reached platform rate limits

The app is slow or not loading

Try these steps:

1. Clear your browser cache
2. Try a different browser
3. Check your internet connection
4. Disable browser extensions

If issues persist, contact us at mail@erikmus.nl.

I found a bug. How do I report it?

We appreciate bug reports! Email us at mail@erikmus.nl with:

• Description of the issue
• Steps to reproduce
• Screenshots if possible
• Your browser and operating system

Contact

How can I contact support?

Email us at mail@erikmus.nl. We typically respond within 24 hours on business days.

Do you have a phone number?

Yes, you can reach us at 06 17648646 during business hours (CET).

Where is Masoko based?

Masoko is based in Rotterdam, the Netherlands, and is operated by Masoko Mus (KVK: 95935134).