Troubleshooting
"My post failed." Open the post in Posts. The failure reason from the network is shown on it. The most common causes are an expired token (reconnect the account), media that does not meet the network's requirements, and text over the network's character limit.
"An account says it needs reconnecting." The network has expired or revoked the access token. Go to My Accounts and connect that account again. Nothing is lost.
"I cannot connect an account, or the wrong profile gets connected." Log out of that social network in your browser, then connect again from My Accounts. The network reuses whatever session is already open.
"Instagram will not let me post." Instagram requires a Business or Creator account, linked to a Facebook Page. Personal accounts cannot publish through any API.
"My Instagram image is rejected or gets cropped." Instagram feed images must be between 0.8 (4:5) and 1.91 (landscape). Use the crop button in the composer to fix it, or publish it as a Story.
"TikTok rejects my post." TikTok requires a privacy level and both consent confirmations. Fill in the TikTok options in the composer before scheduling.
"The AI is not answering my customers." Check three things: that the AI assistant is enabled for that workspace (it is included on Inferno, or via an AI add-on), that the knowledge base has your business information, and that no human has taken over the conversation. A conversation a human has replied to stops being answered by the AI until you mark it as handled.
"The AI answered in the wrong language." It answers in the language of the customer's last message. If a customer switches language mid-conversation, the AI follows them from that message on.
"My AI image or video prompt was rejected." Prompts are checked against our content policy before generation. Rewrite the prompt without the rejected content and try again.
"I hit my AI image limit." Image generation has a monthly allowance per plan. It resets each billing month.
"My web chat changes are not showing on my website." It is caching. Wait a few minutes or open your site in a private window.
"I can't connect Stripe." Create your store page first (Store > Page): Stripe asks for your website, and your website is that page. Also, only a team admin can connect the Stripe account. If you stopped halfway, Store > Payments has a "Continue on Stripe" button that picks up where you left off.
"I can't publish a paid product." The product lists what is missing under "To publish it you still need to". For anything paid that means: Stripe connected and ready to take payments (Store > Payments), your seller details with name and email (Store > Page), and a price of at least 0.50. Downloads also need at least one file, bundles two products and courses one lesson with content.
"A buyer says they never got their email." Ask them to check spam and promotions. Then open Store > Orders, find their order and press "Resend access". They can also go to "My purchases" in your store, enter the email they bought with and get a new access link.
"I can't turn on Charge when booking." The service asks you to connect your Stripe first: do it from that same button or in Store > Payments. Remember that paid services are only paid on the booking page: in the web chat, by DM or with Sparky, the customer gets the link to it.
"The Google Meet link is missing from an appointment." Meet links are created in your Google Calendar, so the service needs "Google Meet video call" chosen and Google Calendar connected in Appointments. If Google Calendar isn't connected, connect it there; or choose "Video call with my link" and paste your own Zoom or Teams link.
"I need help with something not covered here." Write to [email protected].