This page covers cross-cutting issues that affect multiple parts of Socializioz. For feature-specific troubleshooting, check the relevant page — most feature docs include a troubleshooting section at the bottom.Documentation Index
Fetch the complete documentation index at: https://docs.socializioz.com/llms.txt
Use this file to discover all available pages before exploring further.
Quick diagnostic guide
Use this decision tree when something is not working. Start at the top and follow the path that matches your situation.Is the app loading?
If you see a blank screen, loading spinner that never clears, or “No Internet Connection” overlay, check your internet connection first. Try refreshing the browser tab. If the app still does not load, see offline mode and browser and device issues.
Can you sign in?
If you cannot sign in or are stuck on the sign-in page, check onboarding troubleshooting. If you are locked out after too many failed login attempts, wait a few minutes and try again or use the password reset flow. If you suspect your account is compromised, follow the compromised account recovery steps.
Is a connected account showing an error?
Go to the connections page and look for accounts with an amber dot or “Needs reconnect” label. Follow the token expiry fix steps. For persistent OAuth errors, see the connection error reference.
Did a post fail to publish?
Open the schedule calendar and filter by Failed status. Click the failed post to see the error. Match it against the publishing failures table below. Common fixes include reconnecting your account, reattaching valid media, or waiting and retrying after a rate limit.
Is a feature missing or locked?
You may be on a plan that does not include the feature. Check the plan comparison table. If you recently hit a usage limit, see plan limits and usage for the grace period and enforcement process.
Is data missing or outdated?
Analytics and comments data is cached and does not refresh in real time. Pull to refresh on mobile or switch the date range on desktop. If data is still missing, check the system status page and the analytics troubleshooting section.
None of the above?
Open a support ticket. The AI assistant runs automatic diagnostics and can often resolve issues faster than a manual ticket. Use the Fix with AI Support links throughout the app to pre-fill context.
Offline mode
When your device loses internet connectivity, Socializioz displays a full-screen overlay with a “No Internet Connection” message. The overlay blocks all interaction until your connection is restored.- The overlay appears automatically when connectivity drops and disappears when your connection is restored.
- Click Try Again to reload the page manually.
- Scheduled posts are not affected — they publish from the server, not your browser.
App errors and recovery
If something goes wrong in the app, Socializioz handles it automatically in most cases:| Error type | What happens | What you need to do |
|---|---|---|
| Temporary rendering error | The app recovers automatically within a few seconds | Nothing — wait for the spinner to clear |
| Stale app version after update | The page reloads automatically to fetch the latest version | Nothing — the reload happens once |
| Persistent error | A “Something went wrong” screen appears with the error message | Click Retry to reload the affected area |
- Refresh the browser tab.
- Clear your browser cache for Socializioz.
- Try a different browser.
- If the issue persists, check the system status page and contact support.
Token expiry and account health
Connected social accounts use tokens that expire over time. Socializioz monitors token health in the background:- Meta (Facebook and Instagram) tokens are refreshed automatically when they are close to expiring. No action is needed.
- Other platforms require manual reconnection when tokens expire.
Signs of an expired token
- A connected account shows an amber “Needs reconnect” indicator on the connections page.
- Posts fail to publish with an “Authentication issue” error.
- You receive a notification that an account needs re-authorization.
- The support diagnostics detect expiring tokens when you open the support page.
How to fix it
Go to connections
Open the connections page from the sidebar.
When reconnecting, make sure to approve all requested permissions. Declining permissions can cause features like analytics, comments, or publishing to stop working.
Publishing failures
When a scheduled or immediate post fails to publish, here is how to investigate and recover:- Check the calendar — filter by “Failed” status on the schedule to find all failed posts.
- Read the error — click a failed post to see the error category, message, and reason code.
- Take action based on the error:
| Error category | Likely cause | Fix |
|---|---|---|
| Authentication issue | Expired or revoked token | Reconnect the account |
| Permission issue | Missing OAuth scopes | Reconnect and approve all permissions |
| Instagram not publish-capable | The account was connected using the older direct method or is missing a linked Facebook Page | Reconnect the account using the Meta-compatible flow |
| Media validation failed | Wrong format, size, or resolution | Check video resolution requirements and reattach valid media |
| Wrong media type | Image provided where video is required (or vice versa) | Attach the correct media type for the content type |
| Rate limit | Too many requests to the platform API | Wait a few minutes and retry |
| Platform outage | The social platform is experiencing issues | Check system status and retry later |
- Retry or reschedule — use the Retry now button for immediate retry, or Reschedule to pick a new time.
- Get AI help — click Fix with AI Support to open support with the error details pre-filled.
Supported browsers
Socializioz is a web application that works in modern browsers. For the best experience, use the latest version of:- Google Chrome (recommended)
- Safari (macOS and iOS)
- Microsoft Edge
- Firefox
Browser and device issues
The app is slow or unresponsive
- Close unused browser tabs to free memory.
- Disable browser extensions that might interfere (ad blockers, privacy extensions).
- Clear your browser cache and reload.
- On mobile, close and reopen the browser or use the pull-to-refresh gesture.
- If you added Socializioz to your home screen (PWA), clear the app’s cached data: on iOS go to Settings > Safari > Website Data and remove the Socializioz entry; on Android go to Settings > Apps > Chrome > Storage > Manage Space and clear site data.
PWA showing stale content after an update
If you installed Socializioz as a home screen app (PWA) and the app seems stuck on an old version or shows outdated UI:- Force-close the PWA — swipe it away from your app switcher completely, then reopen it.
- Clear the service worker cache:
- Chrome (desktop): go to
chrome://serviceworker-internals, find the Socializioz entry, and click Unregister. Then reload the app. - iOS Safari: go to Settings > Safari > Advanced > Website Data, find the Socializioz entry, and swipe to delete it.
- Android Chrome: go to Settings > Apps > Chrome > Storage > Manage Space > All Sites, find Socializioz, and clear its data.
- Chrome (desktop): go to
- Re-add the PWA — if clearing the cache does not help, remove the app from your home screen and add it again following the installation steps.
Push notifications are not working
- Check that your browser allows notifications for Socializioz. Go to your browser’s site settings and set notifications to “Allow.”
- Verify that push notifications are enabled in Settings > Notifications.
- On mobile, make sure your device’s Do Not Disturb mode is off.
Calendar shows wrong times
All times in Socializioz are displayed in your configured timezone. If posts appear at unexpected times:- Go to Settings > Account and check your timezone setting.
- If the timezone is not set, Socializioz uses your browser’s timezone.
- After changing your timezone, refresh the page to update all displayed times.
Plan limits and usage
When you hit a plan limit, the affected feature shows an upgrade prompt instead of allowing the action. Common limits:| Resource | What happens at the limit |
|---|---|
| Posts per month | You cannot publish or schedule new posts until the next billing cycle |
| Social accounts | You cannot connect additional accounts |
| Storage | You cannot upload new media until you delete existing files or upgrade |
| AI images/videos | AI generation is disabled until the next billing cycle |
| Campaigns | You cannot create new campaigns until you delete or archive existing ones |
Upgrade prompts
When you attempt to use a feature that requires a higher plan, an upgrade prompt appears in place of the feature. There are two styles:- Compact bar — a horizontal bar with a lock icon and the text “Requires plan” alongside an Upgrade button. This appears inline within feature areas such as the composer, analytics, or connections page.
- Full card — a larger card with the heading “Upgrade to Access This Feature” and a description of which plan is needed. This appears when the entire feature is gated, such as advanced analytics or approval workflows.
Grace period
When a metered resource (posts, AI images, AI videos) reaches 100% usage, Socializioz does not block you immediately. Instead, a three-stage enforcement process applies:- Warning notification — you receive an in-app notification that you have reached your limit, with a link to the billing page.
- 72-hour grace period — you have 72 hours to upgrade or wait for your billing cycle to reset. During this time you can continue using the platform, but the warning remains visible.
- Feature suspension — after the grace period, the exceeded resources are suspended until you upgrade or your billing cycle resets.
Permanent actions and data recovery
Socializioz does not have a trash or recycle bin. The following actions are permanent and cannot be undone:| Action | What is lost | How to recover |
|---|---|---|
| Delete a draft or scheduled post | The post, caption, media attachments, and schedule are removed | Create a new post in the composer. Media files remain in the media library. |
| Delete a media asset | The file is permanently removed from storage | Re-upload the file from your device or import it again from a URL. |
| Delete a campaign | The campaign, content plan, and all associated post assignments are removed | Create a new campaign. Posts that were assigned to the campaign are not deleted — they lose their campaign association. |
| Delete a comment (Facebook/Instagram) | The comment is permanently deleted on the platform | This cannot be reversed. Use Hide instead of Delete if you want the option to restore visibility later. |
| Delete a workspace | All posts, campaigns, media, accounts, members, and analytics in the workspace are permanently removed | This cannot be recovered. Export your data before deleting. |
| Delete your account | Your entire account and all associated workspaces are permanently removed | This cannot be recovered. Follow the export checklist before proceeding. |
| Disconnect a social account | The OAuth connection is severed. Published post data and analytics remain, but you can no longer publish to or manage this account. | Reconnect the account to restore access. Previously published posts and metrics are preserved. |
Known limitations
The table below consolidates current platform limitations that are documented across individual feature pages. These are not bugs — they are known constraints of the current product version.| Area | Limitation | Details |
|---|---|---|
| Authentication | No multi-factor authentication (MFA) | Use compensating controls such as Google 2-Step Verification and unique passwords. |
| Authentication | No “sign out all devices” | Sign out on each device individually. Change your password to invalidate other sessions. |
| Inbox | Instagram only | Facebook Messenger, X DMs, LinkedIn messages, and other platforms are not supported. See inbox. |
| Inbox | Text messages only | Media messages appear as empty bubbles. You cannot send images, videos, or voice messages. |
| Inbox | 25 conversations, 20 messages per thread | Older conversations and messages are not available. No pagination. |
| Inbox | No real-time updates | You must manually refresh to see new messages. |
| Comments | Facebook and Instagram only | Other platforms do not support comment management. See comments. |
| Comments | No bulk moderation | Comments must be moderated individually. |
| Published posts | 200-post display cap | Use date range and platform filters to surface older content, or export via CSV. |
| Published posts | Read-only | You cannot edit, delete, or re-share published posts from Socializioz. |
| Notifications | Push notifications not yet delivering | The setting saves your preference, but browser push notifications are not active yet. |
| Offline | No offline usage | A full-screen overlay blocks all interaction when connectivity drops. Unsaved changes are not preserved. |
| Scheduling | No recurring or repeat posts | Each post must be scheduled individually. |
| Media library | No folders or tags | Assets are organized by search, type filter, and status filter only. |
| Analytics | 7, 30, or 90 day ranges only | Historical data beyond 90 days is not shown on the dashboard. Export regularly to preserve long-term records. |
| Activity log | No CSV export | Use browser copy or screenshots for compliance records. See activity log — formal audit trails. |
| Team collaboration | No ownership transfer from settings | Transferring workspace ownership requires a support ticket. |
Related troubleshooting references
Several feature pages contain detailed troubleshooting sections for their specific area. Use these cross-references to find targeted guidance:| Area | Page | What it covers |
|---|---|---|
| OAuth and connection errors | Connecting accounts — error reference | 15+ OAuth error codes for Meta, X, TikTok, and LinkedIn with causes and fixes |
| Publish validation errors | Composer — pre-publish validation | Platform-specific validation checks that block publishing |
| Publishing error toasts | Composer — publishing errors | Structured error toast format with title, message, and reference ID |
| Stuck connection spinner | Connecting accounts — stuck spinner | Recovery when the connection dialog spinner does not clear after OAuth |
| Empty account list on mobile | Connecting accounts — empty list on mobile | Blank account list after OAuth on iOS WebView or PWA |
| TikTok settings validation | Composer — TikTok settings validation | Required TikTok fields that block publishing |
| Video resolution issues | Composer — video resolution reference | Per-platform resolution, file size, and duration limits |
| Media upload issues | Media library — troubleshooting | Upload failures, processing stuck, storage limits |
| DM inbox issues | Inbox — troubleshooting | Permission errors, failed sends, missing conversations, empty message bubbles |
| Notification issues | Notifications — troubleshooting | Missing notifications, push permission problems, quiet hours, sound settings |
| Activity log questions | Activity log — troubleshooting | Using the log to diagnose publish failures, token issues, and event timelines |
| Comment management | Comments — troubleshooting | Sync delays, missing comments, AI reply errors, moderation issues |
| Approval workflow issues | Approvals — troubleshooting | Missing pending posts, bulk approve timing, rejection flow |
| Meta token and scope issues (admin) | Connecting accounts — Meta token debug | Admin-only panel showing granted OAuth scopes, connected pages, and token expiry for Meta accounts |
| Account security and lockouts | Account security — troubleshooting | Password resets, login lockouts, compromised account recovery, MFA alternatives, and session issues |
| AI generation issues | AI content generation — troubleshooting | Generation failures, prompt quality, video processing, Hedra credits, provider-specific errors |
| Platform-wide service health (admin) | System status — App health dashboard | Admin-only in-app dashboard monitoring Application, Publishing, Billing, and AI service health |
When to contact support
Open a support ticket when:- You have tried the steps on this page and the issue persists.
- You see an error you do not understand.
- A connected account keeps disconnecting after reconnection.
- Posts fail repeatedly with no clear error.
- You need help with billing or subscription changes.