Troubleshooting Guide

This comprehensive guide will help you resolve common issues with PostPilot.

Account & Login Issues

Can't Log In

Symptoms:

• Login button doesn't work
• "Invalid credentials" error
• Account not found message

Solutions:

1. Check your credentials:

   • Verify email address is correct
   • Ensure password is entered correctly
   • Check for typos or extra spaces

2. Reset your password:

   • Click "Forgot Password" on login page
   • Check your email for reset instructions
   • Create a new password following security requirements

3. Clear browser data:

   • Clear cookies and cache
   • Try incognito/private browsing mode
   • Disable browser extensions temporarily

4. Check email verification:

   • Look for verification email in spam folder
   • Click verification link if not already verified
   • Request new verification email if needed

Account Not Found

Symptoms:

• "Account not found" error
• Email not recognized

Solutions:

1. Verify email address:

   • Check for typos in email
   • Try different email variations
   • Check if account was created with different email

2. Check account status:

   • Account may be suspended
   • Contact support for account status
   • Verify account creation date

3. Create new account:

   • Use different email address
   • Ensure email is not already in use
   • Complete full registration process

Social Media Connection Issues

Can't Connect Social Media Account

Symptoms:

• Connection fails during authentication
• "Permission denied" error
• Account appears disconnected

Solutions:

1. Check platform status:

   • Visit platform's status page
   • Check for ongoing outages
   • Wait for platform to restore service

2. Verify account permissions:

   • Ensure account is not restricted
   • Check if account is suspended
   • Verify account is public (if required)

3. Re-authenticate:

   • Disconnect and reconnect account
   • Grant all required permissions
   • Complete two-factor authentication

4. Clear browser data:

   • Clear cookies and cache
   • Try different browser
   • Disable ad blockers

Account Keeps Disconnecting

Symptoms:

• Account disconnects frequently
• "Reconnect account" messages
• Posts fail to publish

Solutions:

1. Check platform permissions:

   • Verify permissions are still granted
   • Re-grant permissions if expired
   • Check for permission changes

2. Update platform settings:

   • Check platform's app settings
   • Remove and re-add PostPilot app
   • Verify app is not blocked

3. Contact platform support:

   • Some platforms have restrictions
   • Check for account limitations
   • Verify account compliance

Two-Factor Authentication Issues

Symptoms:

• Can't complete 2FA
• "Invalid code" error
• Authentication times out

Solutions:

1. Check time synchronization:

   • Ensure device time is correct
   • Sync time with internet time server
   • Check timezone settings

2. Use backup codes:

   • Use backup codes if available
   • Generate new backup codes
   • Set up new 2FA method

3. Contact platform support:

   • Some platforms have 2FA issues
   • Request 2FA reset
   • Verify account security settings

Post Creation & Publishing Issues

Posts Not Publishing

Symptoms:

• Posts stuck in "Publishing" status
• "Failed to publish" error
• Posts not appearing on platforms

Solutions:

1. Check content guidelines:

   • Ensure content meets platform guidelines
   • Remove prohibited content
   • Check character limits

2. Verify account connections:

   • Ensure all accounts are connected
   • Reconnect disconnected accounts
   • Check account permissions

3. Check platform status:

   • Verify platform is operational
   • Check for API outages
   • Wait for service restoration

4. Retry publishing:

   • Click "Retry" on failed posts
   • Edit content if needed
   • Try publishing to fewer platforms

Character Limit Exceeded

Symptoms:

• "Character limit exceeded" error
• Post won't schedule
• Red character count warning

Solutions:

1. Shorten content:

   • Remove unnecessary words
   • Use abbreviations
   • Split into multiple posts

2. Check platform limits:

   • Twitter/X: 280 characters
   • LinkedIn: 3,000 characters
   • Instagram: 2,200 characters
   • Other platforms vary

3. Use platform-specific content:

   • Create different versions for each platform
   • Use shorter content for Twitter/X
   • Optimize for each platform's limits

Media Upload Issues

Symptoms:

• Media won't upload
• "File too large" error
• Upload times out

Solutions:

1. Check file requirements:

   • Verify file format is supported
   • Check file size limits
   • Ensure file is not corrupted

2. Optimize media files:

   • Compress images before uploading
   • Convert videos to supported formats
   • Reduce file size if needed

3. Check internet connection:

   • Ensure stable internet connection
   • Try uploading during off-peak hours
   • Use wired connection if possible

4. Try different approach:

   • Upload one file at a time
   • Use different file format
   • Upload from different device

Scheduling Issues

Posts Not Scheduling

Symptoms:

• Posts won't schedule
• "Scheduling failed" error
• Posts disappear from calendar

Solutions:

1. Check scheduling limits:

   • Verify you haven't exceeded limits
   • Check plan-specific limits
   • Upgrade plan if needed

2. Verify date and time:

   • Ensure scheduling time is in future
   • Check timezone settings
   • Verify date is within platform limits

3. Check platform restrictions:

   • Some platforms have scheduling limits
   • Verify account is not restricted
   • Check for platform policy changes

Scheduled Posts Not Publishing

Symptoms:

• Posts scheduled but not publishing
• "Publishing failed" error
• Posts stuck in scheduled status

Solutions:

1. Check account connections:

   • Ensure accounts are still connected
   • Reconnect if needed
   • Verify permissions are granted

2. Check platform status:

   • Verify platform is operational
   • Check for API outages
   • Wait for service restoration

3. Review post content:

   • Ensure content meets guidelines
   • Check for policy violations
   • Update content if needed

4. Retry publishing:

   • Manually retry failed posts
   • Edit content if necessary
   • Contact support if issues persist

Analytics Issues

Missing Analytics Data

Symptoms:

• No data in analytics dashboard
• "Data not available" message
• Incomplete metrics

Solutions:

1. Wait for data sync:

   • Analytics data updates every 24 hours
   • Wait for next sync cycle
   • Check back in a few hours

2. Check account connections:

   • Ensure all accounts are connected
   • Verify permissions are granted
   • Reconnect if needed

3. Check platform restrictions:

   • Some platforms limit data access
   • Verify account compliance
   • Check for policy changes

4. Contact support:

   • Report missing data
   • Provide specific details
   • Request data refresh

Inaccurate Analytics

Symptoms:

• Numbers don't match platform data
• Missing engagement metrics
• Incorrect date ranges

Solutions:

1. Check data source:

   • Verify data comes from official APIs
   • Check for platform reporting delays
   • Compare with platform analytics

2. Verify date ranges:

   • Check timezone settings
   • Ensure correct date selection
   • Account for time differences

3. Check account status:

   • Verify accounts are active
   • Check for platform restrictions
   • Ensure proper permissions

Team Collaboration Issues

Can't Invite Team Members

Symptoms:

• Invite button not working
• "Permission denied" error
• Invitations not sending

Solutions:

1. Check plan requirements:

   • Team features require Creator plan
   • Upgrade plan if needed
   • Verify plan status

2. Check invitation limits:

   • Creator plan allows 5 team members
   • Remove inactive members
   • Check current team size

3. Verify email addresses:

   • Ensure email addresses are correct
   • Check for typos
   • Try different email addresses

Team Members Can't Access Features

Symptoms:

• Team members can't create posts
• "Access denied" errors
• Missing features

Solutions:

1. Check member permissions:

   • Verify role assignments
   • Update permissions if needed
   • Check plan limitations

2. Verify account status:

   • Ensure member accounts are active
   • Check for account restrictions
   • Verify email verification

3. Check plan limits:

   • Verify plan supports team features
   • Check for usage limits
   • Upgrade plan if needed

Performance Issues

Slow Loading Times

Symptoms:

• Pages load slowly
• Features are unresponsive
• Timeout errors

Solutions:

1. Check internet connection:

   • Test connection speed
   • Use wired connection
   • Try different network

2. Clear browser data:

   • Clear cookies and cache
   • Disable browser extensions
   • Try different browser

3. Check device resources:

   • Close unnecessary applications
   • Restart browser
   • Check available memory

4. Contact support:

   • Report performance issues
   • Provide system details
   • Request technical assistance

Features Not Working

Symptoms:

• Buttons don't respond
• Features are disabled
• Error messages appear

Solutions:

1. Check browser compatibility:

   • Use supported browser
   • Update browser version
   • Disable extensions

2. Clear browser data:

   • Clear cookies and cache
   • Restart browser
   • Try incognito mode

3. Check account status:

   • Verify account is active
   • Check for restrictions
   • Contact support if needed

Still Need Help?

If you can't resolve your issue:

1. Check our FAQ - Browse common questions
2. Contact Support - Get personalized help
3. Community Forum - Connect with other users
4. Status Page - Check for ongoing issues

When Contacting Support

Please include:

• Detailed description of the issue
• Steps to reproduce the problem
• Screenshots or error messages
• Browser and device information
• Account details (without sensitive information)

Emergency Support

For critical issues affecting your business:

• Creator Plan: 4-8 hour response time
• Professional Plan: 24-48 hour response time
• Starter Plan: 24-48 hour response time

Contact support at support@postpilot.social or use the in-app chat.