Social Media Accounts

SOCIAL MEDIA ACCOUNTSWhy does the social media account I added say "does not meet requirements"?

First make sure:

• The campaign accepts the platform you're using (TikTok, Shopee, Instagram, X, etc).
• Your account meets the minimum requirements, such as follower count or GMV.

SOCIAL MEDIA ACCOUNTSDo I need to refresh if a new account shows "awaiting sync"?

Yes. Wait about 3–5 minutes then refresh the page periodically until the sync process is complete.

SOCIAL MEDIA ACCOUNTSWhen adding a social media account, I'm asked to fill in Community/Agency. What should I enter?

Enter the name of the agency or community you belong to. If none, select the "No" option.

SOCIAL MEDIA ACCOUNTSMy TikTok/Instagram account meets the requirements but I can't register because of an ongoing sync?

Make sure your username is written in lowercase letters.

Many sync failures happen because of an uppercase letter at the start of the username.

SOCIAL MEDIA ACCOUNTSIf I'm part of a community, should I register as a creator or agency/community?

• Community member → register as a Creator.
• Community leader or manager → register as an Agency/Community.

SOCIAL MEDIA ACCOUNTSHow do I view GMV details for my account?

TikTok Affiliate

1. Go to the TikTok Shop Affiliate Dashboard.
2. Find the Performance / Insights / Analytics menu.
3. View the GMV (Gross Merchandise Value) metric.

Shopee (Shop / Affiliate / Seller)

1. Log in to Shopee, open the Profile tab.
2. Scroll down to "More Activities".
3. Select Shopee Affiliate Program.
4. Click the arrow to view full data in "Your Performance", then check the Sales (Rp) information.

Instagram Shop (via Meta Commerce Manager)

1. Access Meta Commerce Manager at business.facebook.com/commerce.
2. Log in with the business account connected to your Instagram Shop.
3. In the left menu, select Insights / Sales Report.
4. You'll see a summary of sales performance (including metrics close to GMV).

SOCIAL MEDIA ACCOUNTSHow do I reconnect a social media account that disappeared from Gro?

You can reconnect a social media account via the Profile menu:

• On Laptop/PC: Profile → Connected Social Media tab
• On Mobile: Profile → Connected Social Media tab

If that social media account already has campaign data, contact Customer Care with:

• The social media username and platform used.
• The name of the campaign already registered.

SOCIAL MEDIA ACCOUNTSWhy hasn't my commission/GMV changed even though the account was updated?

If your commission/GMV hasn't changed after updating your account, report it to Customer Care with:

• Your Gro account email.
• Your social media username and the platform used.

SOCIAL MEDIA ACCOUNTSWhy is my TikTok follower count on Gro different from the actual count?

Differences can occur due to a data sync delay. Try refreshing or updating your data in the Profile menu:

• On Laptop/PC: Profile → Connected Social Media tab
• On Mobile: Profile → Connected Social Media tab

SOCIAL MEDIA ACCOUNTSWhy can't I connect more than 1 TikTok account? (account overwritten / not showing up)

This can happen because the TikTok account used to log in is different from the account you want to upgrade to auto-connect. The system follows the account currently active/logged into TikTok, so the connected account ends up mismatched.

Solution:

1. Add the account manually (don't use the auto-connect feature).
2. Try auto-connecting from a different browser. Make sure the account logged into TikTok is correct — if not, log out and log in with the correct account.
3. If it still fails, try using a different device.