Participant

Metricool connection not working

Forum|Forum|9 months ago
August 17, 2025
2 replies
115 views

I've created an account with Metricool but the system still says that I need to connect an account with Adobe express.
When I click on "Sign in" it opens a window with "Authorization successful." but the connect message stays the same

elizabeth.w_1776

Participant

I am experiencing a similar issue, but I’m not getting as far as a “Successful” message.

This is the error message that pops up when I hit “Sign In” after clicking on the “Analytics” button from my projects calendar.

“Application Authentication

There was an error, please go back and try again, or contact the owner and ask for support.”

After that message a quick, blink-and-you’ll-miss-it, banner reading the following pops up.

“There was an error, please go back and try again, or contact the owner and ask for support.”

I would really like to use this feature within Adobe Express, but it just doesn’t seem to want to work. I tried chatting with a Metricool support person, but it wasn’t their error, so they couldn’t do anything to help.

Rose DV

Community Manager

Hi @elizabeth.w_1776!

Thank you so much for the detailed description - the "blink-and-you'll-miss-it" banner note is really helpful, and I can see why this is frustrating, especially after already reaching out to Metricool's team.

A few things I'd love to check with you:

Which browser are you using? If you haven't already, could you try connecting in an incognito/private window, or a different browser entirely? Some extensions can interfere with the authentication popup.
Are you signed into the correct Adobe account? Sometimes if there's a mismatch between the account you're logged into in Express and the one Metricool is trying to authorize, it can cause this error.
Could you try disconnecting and reconnecting from scratch? Can you retry the process by refreshing the Express page or signing out and back in?

If none of those help, would you be able to share a screen recording of the full flow? That would really help us pinpoint exactly where things are breaking down so we can escalate if needed.

We really want to get this working for you; hang tight and we'll figure it out!

Rose

elizabeth.w_1776

Participant

Hi Rose!

I have tried using my system default Microsoft Edge and Google Chrome. I had no luck with either. I almost had progress using the incognito browser on Chrome, but that too quickly failed giving me a “profile has been duplicated” error, kicking me back to the login window with an “error” within the html.

I am signed into the correct adobe account.

I have tried refreshing the page, removing and adding the add on back, and signing in and out.

I don’t have the time at this moment to do a screen recording, but in my opinion, this is an issue within the pop-up log-in. That is the only place and step that this process seems to fail. I find it a little strange that the only way to get further is within the incognito browser, this makes it less user friendly as an add-on that is supposed to make it easier to use.

I wouldn’t think that how I created my account should affect this process, but a key thing to look into is, “Does the error only occur when logging in with Facebook?” This is the method I used to create my account to easier link the profiles to the interface.

Amitej S

Community Manager

Hey @Michelle266668974nv2, Welcome to our Adobe Express community!

Thanks for reaching out and sharing the details.

It seems like the connection process is completing on Metricool’s end and is not updating correctly from the Adobe Express side.

Can you retry the process by refreshing the Express page or signing out and back in after seeing the “Authorization successful” message? That often helps the connection sync. If the issue continues, clearing your browser’s cache and cookies or testing in a different browser/incognito window can rule out conflicts with cached data or extensions.

Also, please let us know which browser and version you’re using and whether the same behavior occurs across multiple browsers. Ensure you're on an official browser build and not on any beta version.

If possible, please share a screen recording of the workflow so we can investigate if it doesn't resolve.

We are here to help!

Best!

“Application Authentication

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