[Eval] Social Media Links Procedure

General information

Issues with social media links can come in many varieties. Before offering assistance with the player's problem, please make sure we understand exactly what the player is trying to do or get.

We can ask for more information or screenshots if there is any doubt regarding what gift or event the player is experiencing trouble with.

Once we know exactly which freebie the player was after, we should check if they received it before following any of the sections below. If we can see that it was already added to their account, please use the All Prizes/Rewards/Items Received macro.

Some Messenger links will give players a gift through a pop-up in the game. However, some of them will take players to the MM Hub, where they can get freebies as well. Example:

If the player missed out on one of the gifts due to a technical issue, and they contacted us before it expired, we can send them that gift along with the Manually Added Social Promo Code Gift macro. However, please note that this is not a solution. 

It is unreasonable for players to rely on us to manually send them gifts every day. We can compensate them with the gift they missed, but we should still also try to fix the problem permanently.

If the player complains about never winning our giveaways, we can use the Never Win Social Media Giveaways/Competitions macro.

Not getting gifts from links / cannot open links

Please note that this issue is different from not receiving links at all. More information can be found in the "Not receiving daily Messenger links" section below!

If a player is referring to social links from any platform, we can start with the Social Promo Code Reward Links Not Working - No Gift macro to see if that fixes the problem.

If that doesn't solve the issue, we should find out from which platform they attempted to open a link, then make sure they were able to successfully follow the steps in our Social Media Troubleshooting Steps article.

If the player is still unable to open the links or claim gifts after you confirmed they toggled the option to open links in an external browser, we can use the The External Browser Setting is Toggled On But the Player Still Cannot Access Messenger Links macro.

Not receiving daily Messenger links

STEP 1

If the player claims that they haven't received one or more Messenger links recently, we should start by sending users the new subscribe links from our Help Center: Daily Gifts On Messenger.

STEP 2

If that didn't solve the problem, please use the Social Promo Code Reward Links Not Working - No Gift macro to see if that fixes the problem.

STEP 3

If the player was able to confirm they followed our instructions, but they are still not getting gifts, please check the promo codes in Admin to find out if the issue fixed itself over the last few days.

STEP 4

If the user is still not claiming gifts, ask the player for a link to their Facebook profile.

STEP 5

After they provide it to us, use the Not Getting Messenger Daily Gift Links - Player Sent Us a Link to Their Profile macro, and submit the ticket as On Hold. Escalate the ticket on Slack, and use the candivore-visibility emote as a reaction to notify the Candivore team.

The player did not get a response to a comment they left on a social media post

Ideally, the automation would respond to every user. However, issues may happen from time to time. Regardless, the message that the bot is supposed to send only tells the player that they might win, so we can just tell the player that they did not win anything this time.

The macro we want to use is called Did Not Win a Social Media Giveaway Post - No Gift Link in Inbox - Reply Bot - Chance to Win Freebie.

The player was told they have a gift in their inbox, but there was nothing there

Currently, we are only telling players in our social media posts that they might have a chance to win.

In case some social media messages may be a bit confusing or misleading, that would be good feedback to share on Slack.

Players need to check their inbox (Messenger conversation with our Match Masters page) to see if they won or not. Furthermore, promo code links are only valid for 48 hours.

Please note that in some cases, the player may simply be confused about winning. We get some tickets from players who think this kind of message means they won:

If the player believes they should have won, but they did not receive a gift link in their inbox, we can use the Did Not Win a Social Media Giveaway Post - No Gift Link in Inbox - Reply Bot - Chance to Win Freebie macro.

If it turns out they received a message from a different page, we can use the Facebook Fraudulent Page - Scam Gift/Link - Fake Post macro.

The player did not get or can not find a social event

If the player doesn't know where to find a social event they saw, or they are complaining that other players have this event but they don't, we should start by checking the Promo Code table in Admin to see if the player was able to access the event since they wrote to us.

If they do not have the event, we can use the Exclusive Social Media Events macro.

After checking the Promo Code table, if you see that the player has the event, we should check the video. These events always show up at the top of the event list, so it's possible the player was confused by that, and assumed that a Social Solo event would be next to the other Solo matches, for example. We may see them scrolling through the Events tab trying to find it.

If the player claimed the link for the social event, but we can not see it in the video, we should check Snowflake - Events to see if the player had already won that event, which is why it disappeared from the list.

Social Scenes / social stickers

If the player is asking about how to complete their Social Scenes album, we can use the How to Get Social Scenes Album Stickers macro.

If the player completed this album and complained about getting a duplicate from a missing sticker, we can use the Reset Event Album - Player Earned a Duplicate From a Missing Cyan Sticker macro.

The player claims their messages are disappearing or that they cannot post

In these cases, the player may be experiencing a technical issue with one of our social media pages, they are complaining that their messages are pending approval from the moderators before they are posted, or they are unhappy with the wait time after winning a giveaway/competition.

We don't have the tools to investigate and help the player, so we should use the Contact Managers/Moderators - Social Media Issue/Query macro to tell the player to contact the moderators of the relevant social media page.

However, if the user claims they have been blocked or kicked from one of our social media pages, we should not use that macro. First, make sure that the player didn't block one of our pages. For Facebook, we can send them this article: Block or unblock profiles from your Facebook Page.

If we can verify that the player did not block us, please escalate the ticket on Slack, and use the candivore-visibility emote as a reaction to notify the Candivore team.

Gift already redeemed / gift expired

We should start by finding out which promo code the player is referring to:

1. Change "video" in the link to "log"
   
   
2. Press Ctrl+F to search for "code="
   
3. Search the code you found in the Promo Code table in Admin.
   
4. a) If we can see that the gift was Claimed, use the Snowflake - Prizes dashboard to let the player know what the gift was and when they claimed it using the Promo Code Gift Already Redeemed macro.
   
   b) If we can see that the gift says Ended, and it was a Messenger gift, explain to the player that it expired.
   c) If we can see that the gift says Ended, and it came from one of our social media pages, explain to the player it was a Facebook/Instagram/etc. bug, and a gift link should not have been sent to them for an expired post.

⚠️In case the code is not in the log, ask the player to send us a screenshot or the link to the post that they were trying to access, so we can investigate further.

If the player sends us a screenshot that's not from one of our official pages, we also have the Player Using a Third-Party Source for Social Media Links to Claim Gifts macro.

Username doesn't exist

In rare cases, some players may see the following screens after trying to claim a gift from one of our social media links:

To help the player, please send them this article in order to find out if Match Masters is blocked on their Facebook account: Block or unblock profiles from your Facebook Page.

Player wants to deactivate Messenger messages

If a player mentions they don't want to get Messenger notifications and messages, they can block us.

We can ask the player to tap on "Manage messages" and then click "Block." 

Security error - problems with the security certificate

Android players may get a pop-up with the following error message:

In these cases, we should use the Messenger Security Error - Problems With The Security Certificate macro.

If the issue persists, please escalate on Slack.