Troubleshooting and support
Find the right guide for sign-in, connections, publishing, AI, paid ads and developer integrations, and prepare a useful support request.
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Start with the message on the screen
A saved draft, an active campaign, a connected account and a published post are different things. Start with the exact message beside the item that needs attention rather than creating another campaign or connecting another account immediately.
- Check that you are in the intended workspace. Current workspace and Switch workspace distinguish the workspace you are viewing.
- Read the error or status on the affected campaign, connection, ad or assistant reply.
- Use the matching guide below. Follow its prerequisites before trying the action again.
- If the problem remains, contact support with the details listed at the end of this page.
Find the right guide
| What you are trying to do | Where to continue |
|---|---|
| Understand the app, its menus or initial setup | App tour and onboarding |
| Create an account or finish email confirmation | Create an account |
| Sign in, change your password or manage your account | Your account |
| Find a workspace or understand team access | Team and workspaces |
| Connect a social account or reconnect an existing one | Connect social accounts |
| Choose Facebook groups or link a Facebook posting identity | Connect Facebook groups |
| Install, pair or troubleshoot the browser extension | Install and pair the extension |
| Understand Facebook-group posting pace | Posting presets |
| Connect or sign in on a cloud phone | Cloud phones |
| Understand why a campaign has not published yet | Campaign board and scheduling |
| Create content manually or with AI | Manual campaigns and AI campaigns |
| Understand an assistant allowance message | AI assistant |
| Find expected scheduled content | Calendar |
| Find organic performance data | Analytics |
| Connect an advertising account or understand a paid-ad status | Paid ads |
| Find a conversation | Chats |
| Add or find a contact | Contacts and add a contact |
| Understand an audience | Audiences |
| Build a website or open a draft | Sites and create a site |
| Work on a picture or video | Photo studio and Video Studio |
| Understand plan or payment options | Plans and billing |
| Set up an API integration or investigate an API error | Developer API |
| Understand the planned Claude or ChatGPT connection | AI connector |
Common messages and first steps
| Symptom | What it means or what to check | What to do |
|---|---|---|
| Sign-up email has not arrived | The confirmation screen does not prove that a new account was created for an already registered address. | Check spam and promotions. If the address already has an account, sign in instead. See account creation. |
| Password-reset link is expired or already used | That link can no longer complete the reset. | Request a new link and use the latest email. See your account. |
| A connection window never opens | Your browser may have blocked the popup. | Allow popups and retry the connection. See connections. |
| The extension accepted pairing but has not checked in | The connection is not yet ready for posting. | Make sure Chrome is open and follow extension pairing. |
| An AI allowance message appears | A usage limit can pause new requests even when an existing reply can finish. | Read the displayed availability time and use the assistant guide; repeatedly sending the prompt does not remove the limit. |
| A tool or menu is missing | Availability and permissions can differ by workspace and feature. | Check the workspace first, then the relevant guide and your access with a workspace owner or admin. |
| A paid ad is not delivering | Saving or checking a draft does not establish that the advertising platform is delivering it. | Review the ad status and any connection, approval or platform issue in paid ads. |
Contact support
Email [email protected]. Include:
- The workspace name and the affected campaign, connection or page.
- What you clicked, what you expected and what actually appeared.
- The exact error text, the approximate time and your time zone.
- Whether the problem occurs in the browser app, extension or an external AI client.
- A screenshot with private details hidden, if it helps explain the problem.
Do not send passwords, API keys, authorization headers, webhook secrets, pairing codes or login links. A screenshot of the message is safer than a screenshot of a credentials screen.