Troubleshooting Guide

Overview

Start troubleshooting by identifying the failed action and its likely cause. Many common issues fall into one of these groups:

1For connection and publishing problems, first check the affected channel under Platform Accounts.

• expired social-platform connections
• browser cache or session issues
• role or permission mismatch
• unsupported media or an incomplete upload
• expectations that do not match the actual workflow

This guide gives you a practical sequence for diagnosing the most common issues without turning every problem into a support escalation.

First Triage: What Kind of Problem Is It?

Before diving into a fix, decide which category the issue belongs to:

• sign-in or account access
• social-platform connection
• publishing or scheduling
• content generation
• analytics or reporting
• billing or plan access
• permissions and team access
• browser or device behaviour

Choosing the closest category will help you reach the relevant checks more quickly.

Account and Login Issues

You cannot log in

Start with the simplest checks:

1. confirm the email address is correct
2. confirm the password is correct
3. check for Caps Lock or autofill mistakes
4. try password reset if needed
5. retry in a fresh browser session if the state feels stale

If login continues to fail, treat it as an account-access problem rather than a browser-only problem.

Password reset is not arriving

Check:

• spam or junk folders
• whether you are using the correct account email
• whether you requested multiple resets too quickly

If the reset still does not appear, move to support rather than repeating the same request indefinitely.

Verification email issues

If verification messages are missing:

• recheck the address used during sign-up
• inspect spam or junk folders
• add the sender domain to safe contacts if necessary
• request a new verification email

Social Platform Connection Problems

A platform will not connect

Most connection failures come down to one of these causes:

• you do not have the right platform permissions
• the account type is wrong for the integration
• the browser session is conflicted
• the platform itself is restricting or rejecting the connection

Fast checks by platform type

LinkedIn

• confirm you have the right page-level admin access
• reconnect with the account that actually controls the page

Facebook / Instagram

• confirm page access is correct
• confirm the Instagram account is properly linked to the page where required
• retry in a clean browser session if Meta authorisation behaves inconsistently

X

• confirm the relevant API or account-access requirement is in place
• verify the account is in good standing

TikTok

• confirm the account type and any external approval requirements are met
• treat TikTok issues as partly platform-governed, not purely app-governed

YouTube

• confirm you are authorising the correct Google account and the correct channel context

A connection keeps expiring or disconnecting

This usually indicates one of the following:

• the platform token expired normally
• the connected app permissions changed
• the social account password or security settings changed
• the app was revoked natively on the platform side

When in doubt:

1. reconnect cleanly
2. verify permissions again
3. check the native platform app-access settings

Publishing and Scheduling Issues

A post failed to publish

Treat the error message as a clue, not decoration. The most common causes are:

• connection expired
• content rejected by the platform
• media failed validation
• the platform itself had a temporary issue

Practical troubleshooting sequence

1. open the failed post
2. read the exact error shown
3. confirm the platform is still connected
4. confirm the media and content still meet the platform’s requirements
5. edit or reconnect as needed
6. reschedule deliberately

A scheduled post never went out

Check:

• whether the post is still marked scheduled
• whether the time was set correctly
• whether the platform remained connected at publish time
• whether the workspace timezone is correct

If the timezone is wrong, the schedule may look correct at first glance while still being operationally misleading.

Content and Media Issues

You cannot create or edit a post

Check:

• whether your role includes the necessary permissions
• whether the browser session is stale
• whether the workspace is the correct one

Media upload problems

Common causes:

• unsupported format
• bad file state or corruption
• file too large for a practical upload
• weak connection during transfer

Practical fixes:

1. confirm the format is supported
2. retry with a smaller or cleaner file
3. try again in a fresh session if the upload froze
4. upload one file at a time if batch behaviour seems unstable

AI content output feels wrong

This is often not a system failure. It is usually an input-quality problem.

Check:

• whether brand settings are complete
• whether example posts are strong enough
• whether the prompt was too vague
• whether the requested outcome was unrealistic or underspecified

For AI-specific workflow guidance, see the AI Content Generation Guide.

Analytics Issues

Analytics are missing or incomplete

The first checks are:

• the platform is still connected
• enough time has passed for the data to sync
• the account type on the native platform actually exposes that metric

Do not assume “no data” always means a platform bug. Sometimes the data is delayed, restricted, or not available for that account type.

Numbers differ from the native platform

Small discrepancies are normal because of:

• timing differences
• timezone differences
• different metric definitions
• delayed native platform updates

Use analytics directionally. Focus on trends and comparative changes rather than treating perfect parity as the only valid outcome.

Billing and Plan Issues

Payment failed

Typical causes:

• card expired
• insufficient funds
• bank decline
• billing-details mismatch

Handle this as a billing issue, not a product issue. Update the payment method first, then retry.

Plan access does not match expectation

Check:

• whether the workspace is on the plan you think it is
• whether an upgrade, downgrade, or failed payment changed access
• whether the feature in question is tied to role, plan, or workflow state

A plan issue and a permissions issue can look similar, so separate them clearly.

Team and Permissions Issues

A team member cannot do what they expect

Check three things in order:

1. are they in the right workspace?
2. have they accepted the invitation fully?
3. does their role actually include that capability?

You cannot invite a new member

Possible reasons include:

• the workspace seat limit is already reached
• the current user is not the Owner
• the email is already invited or already present in the workspace

A stakeholder can see too much or too little

That is usually a role-assignment problem, not a bug. Revisit whether they should be Viewer, Editor, Manager, or Owner.

For the full permissions model, see the Team Management Guide.

Browser and Device Problems

The interface feels broken or stale

Try these in order:

1. hard refresh the page
2. clear relevant cache or site data
3. retry in an incognito/private window
4. disable extensions that may interfere
5. try another supported browser

The product feels slow

Performance issues may come from:

• too many heavy tabs open
• browser extension interference
• stale local browser state
• temporary network instability

If the problem is isolated to one device or one browser profile, that is useful evidence in itself.

Before You Contact Support

Come with useful information. Good support requests get resolved faster because they are diagnosable.

Include:

• what you were trying to do
• what happened instead
• the exact error message if there is one
• the workspace name
• the affected platform or page
• screenshots where useful
• whether the issue is reproducible

That level of detail shortens the path to a real fix.

When to Escalate Immediately

Escalate faster if:

• you suspect a security issue
• posts are publishing unexpectedly
• a connected channel looks compromised
• billing or access changed unexpectedly and affects operations
• a high-priority scheduled workflow is blocked and the cause is unclear

Use the public Contact route when escalation is necessary.

Recommended Next Steps

For more specific issue resolution, pair this guide with:

• Platform-Specific Issues Guide
• Security Guide
• AI Content Generation Guide
• Team Management Guide

Identify the category, complete the relevant checks once, and contact support when the documented recovery steps do not resolve the issue.