Getting Started

I’m not from the UK, can I still use your service?
Absolutely, we work with companies all over the world.

How quickly can you start posting for my business?
We can typically start within 5-7 business days of signing up. This includes our onboarding, brand questionnaire, first content approval cycle, and setting up your social media accounts with our scheduling tools.

How We Safely Access Your Social Media Accounts

Will you need my social media passwords?
No, in most cases, you won’t need to share your passwords. We use the safest method available for each platform, keeping you in control at all times.

How do you connect to my accounts?
We prioritise role-based access wherever possible. This means you add us as an Admin or Manager for your Page or Account, giving us permission to post and schedule content without ever sharing your login details.

What if role-based access isn’t available?
For platforms that don’t support roles, we use a secure credential-sharing method. You can share access through a password manager (LastPass), which allows us to log in and manage your account without ever seeing your password.

Will I be able to revoke access?
Yes. You’re always in control. Even with role-based access, you can remove our role at any time. With secure credential sharing, you can revoke access instantly. You can also change your password whenever you like.

What about two-factor authentication?
Some platforms may require a code or approval during the initial connection. Once the account is connected, our access token handles posting automatically, so 2FA won’t interfere with day-to-day scheduling.

Is my data secure?
Absolutely. We never store passwords in plain text and use secure, encrypted methods for managing your accounts. All access is used only for posting and scheduling on your behalf.

How many accounts can you manage for me?
Each social media profile you want managed (for example your Facebook Page, Instagram, or LinkedIn) counts as one channel. Depending on the package you choose, we can manage one or several channels for you.

Can I still post on my accounts while you’re running them?
Absolutely. You’ll always have full control of your social media accounts and can post whenever you like. Our scheduling tools work alongside your own activity, so nothing stops you from adding posts, stories, or updates at any time.

What information do you need from me to get started?
We'll send you a comprehensive brand questionnaire covering your business goals, target audience, brand voice, colour preferences, logos, and any existing content guidelines. We also love to have a chat to understand your personality and vision!

Pricing & Payments

How much do your services cost?
Our three tiers start from our Basic package. All pricing is clearly outlined on our pricing page, and we offer transparent monthly billing with no hidden fees. Please get in touch for current pricing as we occasionally run special offers for new clients!

How do I pay and when?
We use monthly direct debit payments which are set up securely through GoCardless or similar UK direct debit providers. Your first payment is taken when you start the service, then on the same date each month thereafter. You'll receive email notifications before each payment.

Is there a contract or minimum term?
No! We operate on a rolling monthly basis with no long-term contracts. You can pause or cancel your service with 30 days' notice, giving you complete flexibility.

What happens if a direct debit fails?
We'll email you immediately if a payment fails and attempt collection again in 3 business days. If it fails again, we'll contact you directly to resolve the issue. Your service is paused during this period.

Service Delivery

Which social media platforms do you work with?
We specialise in Facebook, Instagram, LinkedIn, X (Twitter), and Google Business Profile. These platforms integrate seamlessly with our scheduling tools, ensuring reliable posting. We can add TikTok and Pinterest as premium add-ons.

When will you post and can I approve the content first?
We typically post during optimal engagement hours for your audience (usually between 9am-5pm, Monday-Friday). Yes! We'll send you content for approval via email 2-3 days before posting. You'll have 24 hours to request changes.

What if I don't like the content you create?
No worries! We offer unlimited revisions during the approval process. We want you to love every post. Our goal is to match your brand voice perfectly, and we'll keep refining until you're delighted.

Do you write the captions or do I need to provide content?
We write all captions, create graphics, and if you are using our medium tier or above package then we also handle hashtag research and more. You just need to provide us with information about your business, services, and any specific promotions or news you'd like us to share.

Ongoing Service

How do I communicate with my account manager?
Your dedicated account manager is available via email during business hours (Monday-Friday, 9am-5pm). Higher tier clients also receive WhatsApp support for quicker responses. We typically respond within 4 hours during business days.

Can I make changes to my package during the month?
Absolutely! You can upgrade your package anytime and changes take effect immediately. If you'd like to downgrade, we'll apply the change from your next billing cycle to ensure you get full value from your current package.

What's included in "community engagement" hours?
Community engagement includes responding to comments, messages, and engaging with your audience's content. We'll like, comment, and interact authentically on your behalf to build relationships with your followers and local community.

What happens if I want to cancel?
Simply give us 30 days' written notice via email. We'll continue providing full service during your notice period. Once cancelled, we'll provide you with all your content files and remove our access to your accounts. We're always sad to see clients go, but we understand business needs change!

Still have questions?
Don't hesitate to get in touch at hello@socialswan.co.uk - we're always happy to chat about how Social Swan can help your business soar!