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Troubleshooting

Symptom-indexed guide to common issues — posts not publishing, connection problems, scheduling failures, and how to fix them.

Before you start

Check the in-app help first: click the ? icon on any page to see context-specific tips. This guide covers broader, cross-feature issues.

If you don't find your issue below, check the relevant feature guide (linked at the bottom) or contact support.

Publishing and posting

Composer shows "We couldn't load your accounts"

Symptom: The composer's platform picker shows "We couldn't load your accounts" instead of your connected accounts.

Causes and fixes:

  • Connection fetch failed — Aidelly tried to load your connected accounts but hit a network error or timeout.

    • Refresh the page (Ctrl+R or Cmd+R).
    • Close the composer and reopen it.
    • Check your internet connection.
    • If the problem persists, go to Settings → Social accounts to verify all accounts are still connected (look for any yellow/orange status icons).

  • Accounts have pending re-auth — one or more of your connected accounts needs re-authorization.

    • Go to Settings → Social accounts.
    • Look for any accounts with a "Re-auth required" label or warning icon.
    • Click the account and re-authorize Aidelly on the platform.
    • Return to the composer and retry.

Next: See Account Settings for managing social connections.

Post failed to publish

Symptom: "Publish error" or "This post failed" message in the calendar or compose screen.

Causes and fixes:

  • Account connection expired — most common cause.

    • Go to Settings → Social accounts.
    • Look for a yellow/orange icon or "Re-auth required" label.
    • Click the platform and re-authorize Aidelly through the platform's login.
    • Retry publishing.

  • Platform validation failed — your caption or media doesn't meet the platform's rules.

    • Check the error message for specifics (e.g., "Caption exceeds 280 characters for X").
    • Shorten the caption or adjust media format.
    • Retry.

  • Media upload failed — image/video is too large, wrong format, or corrupted.

    • Confirm file is JPG, PNG, GIF, MP4, etc. (platform-specific).
    • Check file size (most platforms cap at 8–100 MB).
    • Re-upload from your device.

  • Platform-specific issues:

    • Instagram: must have a default board selected (Pinterest) or IG account must not be flagged/archived.
    • TikTok: videos must be 15 sec – 10 min; landscape or square only (no portrait).
    • YouTube: requires both title and description; scheduled posts must be at least 2 hours in the future.
    • LinkedIn: personal account posts restricted by LinkedIn's API; switch to a business page or creator mode.

Next: See Create Post for full platform requirements.

Scheduled post didn't publish at the right time

Symptom: Post published hours late, or not at all on the scheduled date.

Causes and fixes:

  • Workspace timezone mismatch — scheduled times are in your workspace timezone, not browser timezone.

    • Go to Settings → General → Workspace timezone.
    • Confirm it matches your actual location (or your audience's location if you're scheduling for them).
    • Update if needed and re-schedule.

  • Post is still draft, not scheduled — you might have saved it without scheduling.

    • Open the post in the Calendar.
    • Check the status badge: should say "Scheduled" not "Draft".
    • If it's Draft, click to open and set a schedule date/time.

  • Account disconnected before publish time — if the connection drops between scheduling and publish, the post stalls.

    • Check Settings → Social accounts for any disconnected or expired accounts.
    • Reconnect.
    • Reschedule the post for the future.

  • Daylight Saving Time shift — if you scheduled across a DST boundary, the stored UTC time didn't shift.

    • Aidelly stores times in UTC; the display adjusts per workspace timezone.
    • Reschedule manually after DST changes if times look wrong.

Next: See Content Calendar for scheduling best practices.

Post published but didn't reach my audience

Symptom: Post went live, but engagement is near zero; followers didn't see it.

Causes and fixes:

  • Account shadowbanned or restricted — platform may have flagged your account for spam-like behavior.

    • Check the platform's native analytics and notifications for flags.
    • If flagged, follow the platform's appeal process.
    • Aidelly can't override platform restrictions.

  • Posted at a low-engagement time — your audience wasn't online.

  • Media issue — image didn't upload correctly, video is processing, or format is wrong for the platform.

    • Re-upload the media from your device.
    • Confirm format matches platform specs (Instagram: square/portrait for feed; LinkedIn: 16:9 or square; X: any ratio up to 4:3).

  • Hashtags or content triggered platform moderation — if your caption includes certain keywords or too many hashtags, platforms suppress reach.

    • Review your caption for overly promotional language, repetitive hashtags, or spam signals.
    • Repost with cleaner copy.

Next: See Analytics to understand reach and engagement metrics.

Accounts and connections

Account won't connect

Symptom: Stuck on the platform's login screen, or "Authorization failed" error.

Causes and fixes:

  • Wrong account type — some platforms require a business/creator account, not personal.

    • Instagram: must be a Business or Creator account (not Personal).
    • LinkedIn: must be a company page or creator mode account (not personal profile).
    • YouTube: must be the account owner, not delegated access.
    • Switch to the right account type on the platform and retry.

  • Account suspended or flagged — platform may be preventing new authorizations.

    • Log into the platform directly and confirm account is healthy.
    • If suspended, follow the platform's appeal process first.

  • Permission issue — Aidelly is requesting permissions the account doesn't have.

    • Log out completely from the platform in your browser.
    • Clear cookies for that platform.
    • Try connecting again.

  • Browser blocking third-party cookies — some privacy settings block the authorization handoff.

    • Try a different browser temporarily.
    • Or disable cookie blocking for this app's domain.

Next: See Workspace Settings for account connection details.

Connected account disappeared or shows as disconnected

Symptom: Account was there yesterday, now it says "Disconnected" or doesn't appear.

Causes and fixes:

  • Platform revoked permission — you or the account owner changed password or revoked Aidelly's access on the platform.

    • Go to Settings → Social accounts.
    • Click the account and click Re-authorize.
    • Re-approve Aidelly on the platform.

  • Automatic token expiration — some platforms require re-auth every 30–90 days.

    • Reconnect the account (same process as "re-authorize" above).

  • Account removed from workspace — if you're on an Agency plan with multiple workspaces, accounts are per-workspace.

    • Switch to the workspace where the account was connected.
    • Or reconnect it to the current workspace.

  • Account deleted on platform — if the platform account was deleted, Aidelly can't recover it.

    • Delete the dead connection in Aidelly.
    • Reconnect a different account.

Next: See Workspace Settings for managing connections.

Reconnect notification appeared

Symptom: You see a notification saying "Your [platform] account needs to be reconnected" even though you didn't try to publish.

Causes and fixes:

  • Proactive alert for auth failures — Aidelly detected that a recent publish attempt failed due to an authentication issue (e.g., missing account permissions, revoked access).

    • Go to Settings → Social accounts.
    • Click the account that needs reconnecting.
    • Click Re-authorize and re-approve Aidelly on the platform.
    • Retry publishing.

  • Don't ignore this — future posts will likely fail if you don't reconnect. Reconnecting takes 30 seconds and prevents publish failures.

Next: See Workspace Settings for managing connections.

Content and drafts

AI-generated content is too generic

Symptom: Chat or Auto-Post captions don't sound like your brand.

Causes and fixes:

  • Empty or thin Brand Profile — AI uses your brand profile to sound like you.

    • Go to Settings → Brand voice.
    • Fill in: Industry, Audience, Brand voice (tone descriptors), Main offer, Website, Key differentiators.
    • Add Brand memory (one line per fact the AI should remember).
    • Go back to Chat or Auto-Post and regenerate.

  • Using system prompts without customization — default prompts are generic.

    • In Chat, add brand-specific context: "I'm a [industry] brand targeting [audience]. My tone is [descriptors]. Focus on [key message]."
    • Or fork a system prompt and customize it in Prompt Library.

  • Source material is weak — AI can only work with what you give it.

    • In Repurpose, provide a strong source (full blog post, not just a headline).
    • In Auto-Post, check your RSS feed's content quality; Aidelly's captions are only as good as your articles.

Next: See Brand Profile and Chat for improving AI output.

Can't find a draft I started

Symptom: I created a post but can't locate it in Calendar or Chat history.

Causes and fixes:

  • It's in the wrong workspace — if you manage multiple brands, you might have switched workspaces.

    • Check the workspace name in the top-left sidebar.
    • Click to switch back to the workspace where you drafted it.
    • Look in Calendar → List view and filter by status "Draft".

  • It's archived or filtered out — Calendar has filters that can hide drafts.

    • Open Calendar.
    • Click Filters on the left (or look for filter icon).
    • Confirm Draft is checked.
    • Clear any date-range filters.

  • It was deleted — deleted drafts move to Activity log within 30 days; after that, they're gone.

    • Go to Activity log.
    • Search for the post title.
    • If found, ask support to restore (if still in grace period).

Next: See Content Calendar for filtering and search.

Post stuck in approval queue

Symptom: Post has been "Pending approval" for hours or days.

Causes and fixes:

  • Approver is inactive — the admin assigned to approve hasn't checked it.

    • Contact the approver directly to remind them.
    • Or ask a workspace Owner to reassign approval to another admin.
    • See Review & Automation for approval workflow.

  • Post scheduled in the past — if the scheduled time has passed and it's still pending, approval was delayed.

    • Approve it immediately — it will publish right away.
    • Or reject and reschedule for a future time.

  • Too many posts in queue — if there's a large backlog, approvers might be overwhelmed.

Next: See Review & Automation and Team Approvals.

Automations and scheduling

Inbox automation isn't firing

Symptom: Comments matching the trigger phrase aren't auto-responding.

Causes and fixes:

  • Webhook is broken — automation only fires if the account's webhook is healthy.

    • Go to Inbox Automations.
    • Click the rule.
    • Check if there's a warning icon next to the account.
    • If yes, the webhook dropped. Reconnect the account in Settings → Social accounts.

  • Trigger phrase doesn't match — maybe the comment wording is different than you expected.

    • Go to Inbox Automations → Edit rule.
    • Review the trigger phrase. Adjust it to be broader (e.g., "thank" instead of "thanks").
    • Test by having someone post a comment that matches your new phrase.

  • Approval required, but no approver active — if you toggled "Require approval before sending", a stuck approval blocks the response.

    • Go to Review & Automation and approve the pending item.
    • Or toggle off "Require approval" if you trust the automation.

  • Too new to test — Aidelly only watches for new comments after the automation is created.

    • Post a test comment yourself to verify the automation works.

Next: See Inbox Automations for full automation setup.

Auto-Post source is paused

Symptom: "Source paused due to errors" message in Auto-Post.

Causes and fixes:

  • Feed URL is wrong or unreachable — Aidelly tried to fetch 3 times and failed.

    • Go to Auto-Post and click Edit on the source.
    • Verify the feed URL is correct (test it in your browser).
    • Click Test feed and confirm it returns valid RSS.
    • If URL is fine but feed is down on the source's end, wait for it to come back online.
    • Click Resume to retry.

  • Feed changed format — some CMS systems occasionally change their RSS structure.

    • Go to Auto-Post, click Edit.
    • Click Fetch preview to re-fetch the feed.
    • If preview loads, click Resume to restart.
    • If preview fails, contact the feed provider.

  • Too many failures in a row — Aidelly auto-pauses to avoid spamming your calendar.

    • Fix the underlying issue (feed URL, source uptime, etc.).
    • Click Resume.

Next: See RSS Automation and Auto-Post.

Analytics and insights

Analytics numbers don't match my platform's dashboard

Symptom: Aidelly shows 1,000 impressions; Instagram shows 900.

Causes and fixes:

  • Data collection timing — Aidelly fetches via API once per day; Instagram's dashboard updates in real-time.

    • Very recent posts show lower numbers in Aidelly until the next daily sync.
    • Wait 24 hours and numbers should be closer.

  • Different metric definitions — platforms count impressions, clicks, saves, and engagement differently.

    • X counts interactions (likes + retweets + replies).
    • Instagram counts actions (likes + comments + saves + shares).
    • LinkedIn includes profile clicks, follows, and comments.
    • Aidelly normalizes to a common "engagement" count, so it won't be 1:1.

  • Timezone alignment — Aidelly's date ranges are in your workspace timezone; platforms use their own.

    • Set workspace timezone in Settings → General to match where you measure from.
    • Re-run the analytics report.

Next: See Analytics for understanding metrics.

Not enough data for insights

Symptom: Insights page is empty or says "Need more posts".

Causes and fixes:

  • Too few posts published — Aidelly needs ~20 posts per platform to spot patterns.

    • Publish more content and check back in a week or two.

  • Insufficient historical data — insights get better over time.

    • If you just connected an account, wait a few days for data to accumulate.

  • Date range too narrow — if you're viewing "Last 7 days" and you only posted once, there's no pattern yet.

    • Expand to Last 30 days or Last 90 days.

Next: See Analytics for working with insights.

Workspace and team

Can't invite a teammate

Symptom: Invite email doesn't send, or teammate doesn't receive it.

Causes and fixes:

  • Email address has a typo — double-check the email in the invite form.

    • Try sending again.

  • Teammate already in workspace — you can't invite someone twice.

    • Go to Settings → General → Team Members.
    • Confirm they're already listed.
    • If you want to change their role, click their row and edit.

  • Teammate has a pending invite — if an invite was sent but not accepted, send it again.

    • Click Resend next to their pending row in Team Members.

  • Workspace role limit reached — some plans limit the number of members.

    • Check your plan in Account → Plan & billing.
    • If at limit, you need to upgrade or remove a team member.

Next: See Workspace Settings for team management.

Teammate can't see certain features

Symptom: A team member doesn't see a sidebar link or can't access a page.

Causes and fixes:

  • Role restriction — Member role has fewer permissions than Admin.

    • Go to Settings → General → Role access & permissions.
    • Check if the feature is hidden from the Member role.
    • Either make the user an Admin or unhide the feature for Members.

  • Feature is not in their plan — some features are Agency-only.

    • Check the team member's account plan in Account → Plan & billing.
    • If they're a Launch plan user, they won't see Workspace switcher, Multi-language, Approval gates, etc.

  • Workspace doesn't have the feature enabled — some features must be toggled on at the workspace level.

    • Go to Settings → General and look for feature toggles (e.g., "Enable team approvals").
    • Enable if needed.

Next: See Workspace Settings for roles and permissions.

Account and billing

Can't log in

Symptom: "Invalid email or password" or account is locked.

Causes and fixes:

  • Wrong password — Aidelly is case-sensitive.

    • Use Forgot password to reset. Check your email for the reset link.

  • Account doesn't exist — you may not have signed up yet.

    • Go to the signup page and create your account.

  • Magic link expired — if you got an invite link, it expires after 24 hours.

    • Ask your team to resend the invite.

  • Too many failed login attempts — account may be temporarily locked for security.

    • Wait 15 minutes.
    • Try again.
    • If still locked, contact support.

AI credits ran out

Symptom: Chat, Repurpose, or other generation features say "Insufficient credits".

Causes and fixes:

  • Free trial ended — you had trial credits that expired.

    • Go to Account → Plan & billing and upgrade to a paid plan.

  • Workspace pool is empty — team members on a shared plan ran out of credits.

    • The workspace owner can add credits in Account → Plan & billing → Buy credits.
    • Or upgrade the plan tier.

  • Feature is included, not credits-based — some features like Analytics don't use credits.

    • Check the feature documentation.

Next: See Account Settings for billing.

Media and library

Media won't upload

Symptom: Upload spinner spins forever, or "Upload failed" error.

Causes and fixes:

  • File too large — most platforms cap at 25–100 MB.

    • Compress the file (use an online tool or your device's settings).
    • Retry.

  • Wrong file format — only certain types are accepted.

    • Images: JPG, PNG, GIF, WebP
    • Video: MP4, MOV, WebM
    • Documents: PDF
    • Convert if needed and retry.

  • Network issue — upload stalled due to a poor connection.

    • Try again on a faster network.
    • Or upload from a different device.

  • File name has special characters — Aidelly is strict about naming.

    • Rename to alphanumeric + underscore/hyphen only.
    • Retry.

Next: See Media Library for file requirements.

General app issues

The app is slow or unresponsive

Symptom: Pages take 10+ seconds to load; buttons don't respond.

Causes and fixes:

  • Network latency — slow internet connection.

    • Check your connection speed (speedtest.net).
    • Try on a different network (mobile hotspot, different WiFi).

  • Browser cache stale — your browser is using outdated data.

    • Hard refresh: Ctrl+Shift+R (or Cmd+Shift+R on Mac).
    • Or clear your browser cache for this site.

  • Too many tabs or browser extensions — resource contention.

    • Close unused tabs.
    • Disable heavy browser extensions (ad blockers, privacy tools).

  • Aidelly backend is slow — rare, but happens during peak usage.

    • Usually a platform-wide incident that resolves on its own.
    • Wait 5–10 minutes and retry.

Feature not working or looks broken

Symptom: A button doesn't do anything; a form field is missing; UI looks garbled.

Causes and fixes:

  • Browser is too old — Aidelly supports modern browsers (Chrome, Safari, Firefox, Edge from the last 2 years).

    • Update your browser to the latest version.

  • Browser extension is interfering — some privacy or security tools block Aidelly's JavaScript.

    • Disable extensions one by one and test.
    • Add this site to the extension's allowlist.

  • JavaScript is disabled — Aidelly is a web app and requires JavaScript.

    • Check Settings → Privacy in your browser and enable JavaScript.

  • Cookies or local storage cleared — Aidelly uses browser storage for preferences.

    • You may need to log back in and re-configure.

  • Known bug in current version — check the Activity log or status page for incidents.

    • Contact support with details (browser, OS, exact steps to reproduce).

Can't find the answer?

  • Check the specific feature guide — each app feature has its own detailed guide (linked in Related guides below).
  • Use in-app help — click ? on any page for context-specific tips.
  • Contact support — use the in-app chat widget, or your workspace's support contact.

Related guides