Troubleshooting

Start with the area where the problem appears, then use the returned error and current post or account state to decide the next action.

Quick checks

Confirm the app and connection

Check your internet connection, refresh the page, and confirm the correct workspace is active.

Check connected accounts

Open Connections and reconnect any account showing an authorization or permission problem.

Open the affected item

Use Publishing Hub, the calendar, or the Composer to inspect the failed post and its returned error.

Check plan availability

Review Plans and billing when a platform, integration, or feature is locked.

Check platform requirements

Confirm the account, media type, dimensions, schedule, timezone, and platform-specific settings.

Escalate with context

Contact Support with the affected account, post, time, platform, and visible error.

Problem	What to try
App does not load	Check the connection, refresh, reopen the app, and try a supported browser.
Sign-in fails	Confirm the credentials or retry the provider sign-in. Use password reset when required.
Mobile app returns to the wrong screen	Close and reopen the app, then retry sign-in from the current version.
App shows stale content	Force-close the app or browser tab and reopen it. Clear site data only when a normal refresh does not work.

Socializioz requires an internet connection for normal use. Scheduled publishing runs through backend services and does not require the browser to remain open.

Connection problems

Problem	What to check
Account needs reconnecting	Re-authorize it from Connections and approve the required permissions.
Account does not appear after connecting	Return to Connections, refresh, and confirm the correct workspace and provider account were selected.
Instagram cannot publish	Confirm the account is an eligible professional account and reconnect through the current authorization flow.
Analytics or comments are missing	The provider may not return that data, or the connection may be missing required permissions.

Connector and Agent data problems

For Gmail, Drive, Docs, Dropbox, OneDrive, Notion, Slack, analytics, advertising, Calendar, Sheets, or YouTube connector issues, start in Connections → Connectors and verify the intended account and current connection health.

Problem	What to check
Connector is listed but an action is unavailable	The service can be connected without exposing every provider action. Use the capabilities returned for the active connection.
Agent cannot read connected data	Confirm the correct user/workspace connection, provider authorization, and required scopes or account access.
Paid Ads data or actions are missing	Select the correct provider and advertiser account. Confirm Ads permissions, account readiness and supported provider capabilities. Meta and X are read-only in this workspace; other connected providers expose different actions. See Paid Ads.
Agent asks for approval before changing a connected app	This is expected for supported provider writes. Review the proposed action and choose Approve & run only when the target account and change are correct.
Agent cannot run a destructive connected-app action	Destructive generic provider actions are intentionally blocked rather than exposed as ordinary Agent operations.
YouTube publishing fails	Repair connection health or permissions first, then review media and publish preflight from the normal Socializioz Post workflow. Do not retry it as a generic connector write.

See Integrations for the current connector boundaries.

Google Calendar and Google Sheets

Calendar events are not syncing: Open Schedule → Google Calendar, check the connection and Sync scheduled posts toggle, then use Sync now or Reconnect Google Calendar if Google asks for permission. See Google Calendar sync.
Google Sheets export fails: Check browser popup permissions and Google authorization. If the operation’s result is uncertain, check Google Drive for a newly created spreadsheet before trying again to avoid duplicates. See Google Sheets exports.

Publishing failures

A failed post remains available for review. Open it from Publishing Hub or the calendar and use the returned error to choose the fix.

Error area	Typical action
Authentication or permission	Reconnect the social account.
Missing or invalid media	Attach a supported image or video that meets the target platform’s requirements.
Invalid schedule	Choose a future time and confirm the correct timezone.
Platform validation	Complete required fields such as privacy, disclosure, content type, or account selection.
Rate limit or provider outage	Wait, then retry or reschedule.
Unknown backend error	Save the visible error details and contact Support.

Use Retry only after correcting the cause. Rescheduling without fixing an account, permission, or media problem can produce the same failure again.

Plan limits

When a metered limit is reached, the affected action can be blocked until the billing cycle resets or the workspace upgrades.

Resource	Result at the limit
Publishing jobs	New publishing actions can be blocked.
Creative Credit balance	Generation can be blocked if the available wallet balance cannot cover its reserved price. Owners may top up on the website.
Connected social accounts	New account connections can be blocked when the plan capacity is reached.
Workspace seats	New invitations can be blocked when the workspace seat capacity is reached.

Current connected-account capacity is 5 on Free, 12 on Starter, and 30 on Pro. Enterprise capacity is configured for the customer. Campaign count and media-storage size are not current commercial plan quotas in the V2 entitlement contract. There is no documented 72-hour grace period. Use the usage shown in Billing as the current source for your workspace.

AI generation problems

Problem	What to try
Image does not match the request	Use a clearer prompt with subject, style, format, and brand details.
Video generation fails	Check available credits, selected mode/model, supported duration, resolution, aspect ratio and service availability.
Generated asset is missing	Check the Media Library and confirm the generation returned a successful result.
Advanced Studio or Canvas is locked	Canvas requires Starter+ and an enabled Advanced Studio rollout. Confirm the active workspace/plan and currently offered creation controls.
Insufficient Creative Credits	Open Billing → Credits to check the owner’s available wallet, then purchase an eligible top-up or choose less expensive settings.
Credits held after an uncertain generation	Inspect the generation job and Media Library before retrying. Contact Support with the job/workspace and time if the hold does not settle.

The standard video generator offers 4, 6 or 8 second requests and 9:16 or 16:9 formats. Advanced AI Studio exposes model-specific durations and settings when enabled. These are separate product paths: always select the settings supported by the active model and review the actual asset before publishing. See AI models.

Mobile and browser problems

Use a current version of Chrome, Safari, Edge, or Firefox. On mobile, keep the Socializioz app updated through the App Store or Google Play. When troubleshooting a native-app issue, separate these cases:

The same action works in the mobile browser but fails in the installed app.
The issue affects only Android or only iOS.
The issue occurs only during provider authorization.
The issue appears after changing system text size, display scaling, or browser privacy settings.

These details help Support identify whether the problem is in the web app, native shell, provider authorization, or device environment.

Permanent actions

Deleting accounts, workspaces, posts, campaigns, or media can be permanent. Review the confirmation message and export anything you need before deletion. Do not assume every deleted item can be restored.

Contact Support

Include:

The affected workspace.
Platform and account.
Page or feature.
Exact time and timezone.
Visible error text.
Whether it happens on web, iOS, Android, or all of them.
A screenshot when it does not expose private credentials.

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AI & creation

Operate

Engage and learn

Integrations

Workspace and team

Account

Reference

Help

Release notes

Quick checks

Connection problems

Connector and Agent data problems

Google Calendar and Google Sheets

Publishing failures

Plan limits

AI generation problems

Mobile and browser problems

Permanent actions

Contact Support

​Quick checks

​Sign-in and app loading

​Connection problems

​Connector and Agent data problems

​Google Calendar and Google Sheets

​Publishing failures

​Plan limits

​AI generation problems

​Mobile and browser problems

​Permanent actions

​Contact Support

​Related

Quick checks

Sign-in and app loading

Connection problems

Connector and Agent data problems

Google Calendar and Google Sheets

Publishing failures

Plan limits

AI generation problems

Mobile and browser problems

Permanent actions

Contact Support

Related