SAP Knowledge Base Article - Public

2687298 - Social Media Channel Stopped Working After Changing its Password


After changing the password from a Social Media Channel (e.g Facebook, Twitter, etc). The channel stopped working.


SAP Cloud for Customer

Reproducing the Issue

  1. Open the Social Media page which is linked to the Cloud for Customer channel.
  2. Click to change the password of this page.
  3. Now go to the Cloud for Customer system.
  4. Check that the Social Media Messages are not coming to the Cloud for Customer anymore.


Once you change the password of a Social Media Channel, you need to authenticate the channel again.


  1. Go to Administrator work center.
  2. Go to the Service and social Settings view.
  3. Open Social Media Channels and search for the reference channel.
  4. Select the line  of the channel ID and click on the Channel ID.
  5. Click on the Authenticate button.


Social Media; Password; Authenticate; , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions