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Below you will find answers to the most frequently asked questions from users and agencies, based on support inquiries received by Sheer. We hope you find the answer to your question here before contacting support.

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Account Connections & Integrations

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Q: How does a creator reconnect their Instagram to Sheer?

  1. The creator should go to: https://app.sheer.dk/settings/sheer_user/integrations
  2. Then click the “Connect with Instagram” button. Once completed, their profile will update automatically.
A step by step guide for Creators can be found on our Creator Help Center: https://help.sheer.dk/essentials/reconnect-your-account-to-sheer

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Q: How does a creator connect their TikTok to Sheer?

  1. The creator should go to: https://app.sheer.dk/settings/sheer_user/integrations
  2. Then click “Connect with TikTok.”
  3. If the creator was originally created through Instagram, the same link will work, as the email address is already associated with the account.
A step by step guide for Creators can be found on our Creator Help Center: https://help.sheer.dk/get-started/onboarding

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Q: How does a creator connect their Facebook to Sheer?

  1. The creator should go to: https://app.sheer.dk/settings/sheer_user/integrations
  2. Click the blue button “Connect with Facebook”
All data should then update automatically. A step by step guide for Creators can be found on our Creator Help Center: https://help.sheer.dk/get-started/onboarding

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Q: A creator connected the wrong Instagram profile. What should we do?

To conect the correct Instagram account:
  1. The creator should go to: https://app.sheer.dk/settings/sheer_user/integrations
  2. Then click the “Connect with Instagram” button.
  3. When directed to Instagrams page for confirming the access to Sheer, select the 3 dots on the top-right side of the menu → then select “change account” → Log in with the correct account.
To delete a wrongfully connected account contact Sheer support: Support can remove the incorrect profile and help connect the correct one if you experience issues with the above guide.

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Q: Where can I find help with creator onboarding?

Sheer provides a Creator Help Center as well, which includes a full onboarding guide here: https://help.sheer.dk/get-started/onboarding Creators and agencies can also book a free 15-minute support meeting:
https://calendly.com/julius-35/support-with-sheer

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Data & Reporting

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Q: A creator’s profile has stopped updating. What should we do?

This usually happens because the profile has disconnected from the system. This is the case for both Instagram and TikTok. The solution is for the creator to reconnect their account:
  1. Go to: https://app.sheer.dk/settings/sheer_user/integrations
  2. Then click “Connect with Instagram” (or the relevant platform).
Sheer has implemented a fix that prevents this from happening going forward. Any historical content missing from the period before reconnecting must be uploaded manually to the report. A step by step guide for Creators can be found on our Creator Help Center: https://help.sheer.dk/essentials/reconnect-your-account-to-sheer

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Q: Why can’t I see historical data further back than a few months?

This happens when the creator needs to reconnect their account. Follow the reconnect guide here: https://help.sheer.dk/essentials/reconnect-your-account-to-sheer Once the guide has been completed, all data will update automatically. If there are any issues, the creator can book a 15-minute support meeting here:
https://calendly.com/julius-35/support-with-sheer

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Q: Why is the data on Sheer different from other platforms?

Sheer only uses first-party data, meaning the data comes directly from the influencer’s Instagram profile, which they have granted access to. Other platforms often display public scraped data, which is estimated or scraped from public sources. Because of this, Sheer’s data is more accurate and comes directly from the source.

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Performance Insights

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Q: How can I compare performance on paid collaborations vs. normal content?

Under “Avg. Post Performance” in a creator’s Mediakit, you will see two numbers:
  • Blue text shows the performance of normal (organic) content
  • The number below shows the benchmark for paid collaborations
You can also go to “Custom View” and enable the “Sponsored” toggle to view performance only for sponsored posts. For more details on performance insights of the Mediakit, check out section Validate of the Sheer Help Center here: https://help.sheer.dk/brand-and-agencies/validate#mediakits

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Creator Management

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Q: How do I add a new creator to my agency in Sheer?

Send a request to support@sheer.dk with:
  • The creator’s name.
  • A link to their Instagram profile.
Sheer will then add them to your agency access. Please make sure that you have permission from the creator before requesting that they are added.

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Q: How do I see if a creator is connected to my agency under “My Creators”?

When a creator has been correctly onboarded and you have access through your agency account, they will appear under “My Creators” on your Sheer dashboard. If a new platform (for example TikTok) has been connected and it does not automatically appear, please contact support@sheer.dk.

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Search & Discovery

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Q: Can I add profiles from Verified Search to my lists/shortlists?

No, it is currently not possible to add profiles from Verified Search to a shortlist. The “Add to list” button is available in:
  • Public Search
  • The Chrome browser extension
But not in Verified Search.

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Billing & Subscription

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Q: Can I adjust or reduce my subscription in the middle of a month?

No, subscription changes cannot be applied retroactively for the current month. You can adjust your subscription up until the day before the next invoice is issued.
The change will take effect in the next billing period. To make changes, contact: support@sheer.dk