Known Issues
3rd February: There are currently no known issues.
Choosing SocialSafe
Q: What is SocialSafe?
A: SocialSafe is a backup & Digital Journal tool for Facebook, twitter and other Social Networks. It currently enables you to download, view, search and export items in your Facebook and Twitter accounts. Full details on SocialSafe features and a comparison between the Free, Standard, Pro and Enterprise versions is available here.
Q: Why do I need SocialSafe?
A: SocialSafe is a lot more than just a simple backup tool. Yes, it is important to ensure you are protected against having your social network account hacked, deleted or simply lost. The loss of all your Facebook Friends, your Followers on Twitter, your photos, posts etc. is almost too traumatic to consider. However, SocialSafe brings you a lot more than peace of mind. SocialSafe gives you your online life offline, providing a searchable Digital Journal so you can build up your online history beyond the normal retrieval limitations of Facebook and Twitter. You can even view, browse and export your downloaded content.
Q: Is there a trial I can download?
A: We don't offer a SocialSafe trial. However, you can download the Free version which will give you plenty of basic functionality and an easy route to upgrading to SocialSafe Standard, Pro or Enterprise.
Q: What are the minimum system requirements needed to run SocialSafe?
A: Windows: XP Home or Professional with Service Pack 3, Vista Home Premium, Business, Ultimate or Enterprise (including 64-bit editions) with Service Pack 2, or Windows 7. 2.33GHz Intel® Pentium® 4, AMD Athlon® 64 2800+, or faster processor. 1GB of RAM. Mac OS: Intel® Core™ Duo or faster processor. Mac OS X v10.4.9. 1GB RAM
Q: What is the difference between the Free and paid versions?
A: The Free version has some great basic features for backing up and viewing your Facebook account. The paid versions give you many more exciting features, including additional social networks such as Twitter, with further functionality being introduced every few weeks. A comparison between the Free, Standard, Pro and Enterprise versions is available here.
Q: Do you offer support for the SocialSafe application?
A: The application is really very simple and you should be able to install and use it within minutes. However, you can always contact us with a question or issue via our Support system.This system will also enable you to track the progress of your Support request.
Q: Does SocialSafe have access to my data at any time?
A: SocialSafe does not have access to any of the data on the Facebook or other social network accounts of SocialSafe users. Your friends (and all of your friends’ details, such as email address etc.), photos, files or other information you backup using the SocialSafe Application are transferred directly from your Facebook or other social network account to your machine and are never seen or used by Social Safe Limited, or third parties, at any time.
Q: What platform is SocialSafe built on?
A: SocialSafe is an incredibly simple application, built on Adobe’s Air platform, to provide a one touch backup solution that works on PCs and Macs. You can find out more about Adobe Air at Adobe's website
Q: If I don't have Adobe Air installed, can I run SocialSafe?
A: No. However, don’t worry if Adobe Air is not installed on your machine. Our downloader will install it for you before installing SocialSafe or you can download it here.
Q: What platforms does SocialSafe work on?
SocialSafe works on Windows XP, Windows Vista, Windows 7, Mac OSX Tiger, Leopard, Snow Leopard & Lion.
Q: Does SocialSafe work on Linux?
A: We have been informed that SocialSafe does work on Linux, although we have not tested it ourselves. You can purchase SocialSafe and try to run it using the licence key, but unfortunately we can't make any guarantees in respect of quality or whether the application will work at all on Linux.
Q: Am I able to upgrade my SocialSafe
A: Yes, you certainly can. Upgrades from SocialSafe Free are straightforward purchases - please refer to our buy page for details. Upgrades from SocialSafe Standard or Pro are available. Please click on one of the upgrade opportunities within the application to be taken to the correct upgrade web page.
SocialSafe for Facebook
Q: Is it possible to back up more than one Facebook account with SocialSafe Free or Standard?
A: Only one Facebook account can be backed up on any single computer using SocialSafe Free or Standard.
Q: Is it possible to back up more than one Facebook account with SocialSafe Pro or Enterprise?
A: Up to 4 Facebook accounts can be backed up with SocialSafe Pro or up to 10 with SocialSafe Enterprise.
Q: Does SocialSafe offer a restore button for my Facebook account?
A: Unfortunately, the Facebook API does not currently permit the restoring of an account. However, we regularly monitor the Facebook API for updates and do intend to implement restore functionality once the Facebook API allows us to do so.
Q: Does SocialSafe back up Facebook Pages?
A: Yes, SocialSafe Enterprise will backup up to 10 Facebook Pages. Please see our Feature table for further details.
Q: Would I be breaking Facebook’s rules by using SocialSafe?
A: According to the Facebook terms and conditions, it is up to the user to back up the details stored on Facebook. You the user are accessing your own account (through the official Facebook Application Programming Interface (API) that Facebook makes available to developers like us) to pull your data down onto your machine. There is no scraping of data as this is against Facebook's rules. Nor do we at SocialSafe see any of this data. Hence, neither you or the SocialSafe application are in violation of any of Facebook’s terms and there should be no chance of your Facebook account being deleted as a result of you installing and using SocialSafe.
Q: Which permissions will SocialSafe require from my account in order to function correctly?
A: In order for the SocialSafe application to backup your content you must allow the following Facebook Permissions went prompted to do so within the app:
- Access my basic information
- Access my Profile information
- Access my photos
- Access my videos
- Access information people share with me
- Send me email [We do not spam, ever.]
- Manage my Pages
- Post to Facebook as me [The app will not do so unless the user has specified]
- Access messages in my inbox
- Access posts in my News Feed
- Access my data any time [The app will only access a users data when told to sync]
SocialSafe will never abuse the permissions you allow. We cannot remotely view or access your data, which SocialSafe only stores on your computer for you, not in the cloud. SocialSafe cannot post to Facebook unless you expressly specify that this should happen, e.g. you decide to share a post-sync message.
SocialSafe for Twitter
Q: Is it possible to back up more than one Twitter account with SocialSafe Pro or Enterprise?
A: Up to 4 Twitter accounts can be backed up with SocialSafe Pro or up to 10 with SocialSafe Enterprise.
Q: Does SocialSafe offer a restore button for my Twitter account?
A: Unfortunately, the Twitter API does not currently permit the restoring of an account. However, we regularly monitor the Twitter API for updates and do intend to implement restore functionality once the Facebook API allows us to do so.
Q: Does SocialSafe back up Friend lists?
A: Not currently, but this is in our future development plan.
Q: Would I be breaking Twitter’s rules by using SocialSafe?
A: Absolutely not. You the user are accessing your own account (through the official Twitter Application Programming Interface (API) that Twitter makes available to developers like us) to pull your data down onto your machine. There is no scraping of data. Nor do we at SocialSafe see any of your data. Hence, neither you or the SocialSafe application are in violation of any of Twitter's terms and there should be no chance of your Twitter account being deleted as a result of you installing and using SocialSafe.
SocialSafe in the future
Q: Are you going to offer SocialSafe for other Social Networks?
A: Yes, we intend implementing solutions Linkedin early in 2012. Further Social Networks will follow. Please refer to our Roadmap, Feedback Forum or Facebook Page for planned updates and improvements.
Q: Where can I learn about planned updates and improvements?
A: Please refer to our Roadmap, Feedback Forum or Facebook Page for planned updates and improvements.
Buying SocialSafe
Q: What payment methods do you provide?
A:You are able to purchase SocialSafe using Paypal or by Credit or Debit card. These options are presented to you when you hover over a purchase button. Simply click the continue button by the credit card/debit card icons.
Q: Is my SocialSafe payment one-off, monthly or yearly?
A: SocialSafe Standard, Pro & Enterprise enable you to backup, view, search and export your social network data as many times as you like, and as often as you like, for a single annual payment.
Q: Will I be charged for future application updates?
A: For the Free version the answer is of course no, but updates to increase the free version functionality will be limited. Point updates (for example from version 2.01 to version 2.02) are included in the Standard, Pro and Enterprise prices and, from time to time when you open the application, you'll be prompted to download an update. However, new full releases (for example when we go from version 8 to version 9) may require an upgrade fee.
Getting Started
Q: I'm having trouble downloading SocialSafe
A: Please ensure you have downloaded & installed Adobe Air before attempting to run the downloaded SocialSafe file. If you're still experiencing any difficulty then please contact Support.
Q: I purchased a licence but the key hasn't arrived yet. What is wrong?
A: After purchase, your licence key is sent automatically and should arrive within a few minutes (but may take up to an hour). If it doesn't arrive, please check your junk email folder. If it's not there, please use our Self Service facility. If you're still experiencing any difficulty then please contact Support.
Q: Why does it take so long to download my Social Network the first time? Is it this slow every time?
A: The first download generally takes the longest due to the volume of data being backed-up. The speed of subsequent downloads will be dependent on how much data you’ve added to your Facebook or other social network account since the previous download.
Q: How many times can I back up my Social Network accounts?
A: You can back up your accounts as many times as you like and as often as you like. There’s no limit and we recommend you use the SocialSafe Scheduled Backup feature to reduce the risk of data loss by syncing your accounts on a regular basis.!
Q: Where is my saved data stored?
A: Your saved data is held within the SocialSafe application database on your hard drive. The Standard, Pro and Enterprise versions enable you to export your data to any desired location.
Q: I've used SocialSafe for the first time and it's backing up the wrong account. What should I do?
A: Please contact Support.
Q: How do I move my backed-up content from one machine to another?
A: Please contact Support. We will be able to provide you with step-by-step instructions on how to get your old data to a new machine.
Q: How do I enter my licence key?
A: Within the SocialSafe app, please select the cog icon between the Journal View & File View buttons. Then, select 'Edit Licence', paste your licence key & select 'Save'. Your new licence key will take effect immediately, unlocking features such as File View, Search, Export and the ability to add Multiple accounts & Pages within Profiles, Settings, dependent on the licence you have purchased. Please refer to Features for licence specific features.
Using SocialSafe [Facebook]
Q: Why is SocialSafe missing some of my Status Updates & Wall Posts?
A: When you use SocialSafe for the first time you may find that it does not bring down all your Status Updates and Wall Post history. Unfortunately, this appears to be due to limitations in the Facebook Application Programming Interface (API). In testing we have successfully backed up Wall Posts to January 2007, but we are aware this does not always happen. Facebook's official developer documentation suggests their API will only provide applications with 30 days' content or 50 Status Updates. We suggest that you use SocialSafe regularly so you can build up your Status Update & Wall Post history over time and enable you to enjoy browsing through this history using your Digital Journal.
Q: Why won't my SocialSafe download complete?
A: We've had reports of third party internet filtering services such as Zscaler blocking the applications download. Please ensure you route any traffic around the Zscaler application & attempt a further sync. If you're still experiencing issues please contact Support.
Q: I am receiving an error message in the application. What should I do?
A: We're sorry you've experienced an issue with the application. Please contact us via our Support system. A further link is available within the application. We will work to get your specific problem rectified as soon as possible and our Support system enables you to track our progress.
Q: Why am I receiving an error message telling me my key has exceed its usage limit?
A: A SocialSafe Standard, Pro or Enterprise licence permits 2 installations, thereby enabling a re-installation should you replace your computer or need to re-install the application.
Q: Does SocialSafe display my disconnected friends?
A: Yes, SocialSafe displays your disconnected friends in your Journal View (Free) & File View (Standard, Pro and Enterprise). However, Facebook's API does not currently have a timestamp for the day you disconnect with a friend. SocialSafe therefore displays a disconnected friend (Journal View) on the date of the first Facebook Synch you do after you disconnect with this friend and not the day on which the disconnection took place. The same thing happens with new friends. SocialSafe (Standard, Pro and Enterprise) contains Connected & Disconnected filters within File View, this enables users to easily keep track of new and lost connections.
Q: Why are some of my friends appearing as 'Disconnected' in the SocialSafe Journal View when they are still my friends on Facebook?
A: SocialSafe can only display the information made available by the Facebook API. Unfortunately, the Facebook API sometimes returns incorrect data and it is this incorrect Facebook data that you are seeing. If your Facebook friend is appearing as disconnected, please ignore.
Q: Why are my friends appearing as 'connected' on the day I synched to my Facebook account (and not on the day I connected with them)?
A: Facebook's API does not currently have a timestamp for the day you made a friend. SocialSafe therefore displays this new friend in your Journal view on the date of the first Facebook Synch you do after you connect with this friend. The same thing happens with disconnected friends.
Using SocialSafe [Facebook Pages]
Q: Do I need to own a Facebook Page in order to back it up?
A: No. However, you do need to be an Admin of any page you wish to back up using SocialSafe. You can add the Page within SocialSafe by visiting Settings>Profiles. You will be prompted for a username and password. Please enter details for the account tied to the desired Page.
Q: Do I need to download a Facebook account using SocialSafe in order to back up a page belonging to that account?
A: No. Using SocialSafe Enterprise you can back up 10 Social Network accounts and 10 Facebook Pages. However, those pages do not have to belong to any of the Social Network accounts you have selected to download. You do though need to be an Admin of any page you wish to back up using SocialSafe. You can add the Page within SocialSafe by visiting Settings>Profiles. You will be prompted for a username and password. Please enter details for the account tied to the desired Page.
Q: Why are some of my Fans missing from my Page backup?
A: Facebooks API (Application Programming Interface) only returns your active fans. An Active Fan is a user who has interacted with your Page in some way. The application will also backup any friends of the Admin who have 'Liked' the page.
Q: Why is SocialSafe missing some of my Status Updates & Wall Posts?
A: When you use SocialSafe Enterprise for the first time you may find that it does not bring down all your Status Updates and Wall Post history. Unfortunately, this is due to limitations in the Facebook Application Programming Interface (API). In testing we have successfully backed up Wall Posts to January 2007, but we are aware this does not always happen. Facebook's official developer documentation suggests its API will only provide an application with 30 days of content or 50 Status Updates. We suggest that you use SocialSafe regularly so you can build up your Status Update & Wall Post history over time, enabling you to enjoy browsing through this history using your Digital Journal
Using SocialSafe [Twitter]
Q: Why does SocialSafe display an error message when I try to download my tweets?
A: You are seeing this error message because you have 'protected' your tweets. In order for SocialSafe to backup your tweets you must visit your Twitter settings & un-check the 'Protect my tweets' box.
Q: Some of my Twitter data appears to be missing. What should I do?
A: Please re-start the application and re-sync with your Twitter account. If your problem persists, please contact Support.
Q: Why is SocialSafe missing some of my Tweets & Mentions?
A: When you use SocialSafe for the first time you may find that it does not bring down all your Tweets & Mentions. Unfortunately, this is due to limitations in the Twitter Application Programming Interface (API). We suggest that you use SocialSafe regularly so you can build up your tweet & Mention history over time. You will then be able to enjoy browsing through this history using your SocialSafe Digital Journal.
Using SocialSafe [Viadeo]
Q: Why can't I see likes & comments made on Forum posts?
A: Currently, the Viadeo Application Programming Interface (API) does not support likes & comments. As soon as this information is made available via the API we will look to implement such detail within the app.
Q: Why can't I see the created date of my Forum Post?
A: Currently, the Viadeo Application Programming Interface (API) does not support likes & comments. As soon as this information is made available via the API we will look to implement such detail within the app.
