Aidelly Docs
App Guides

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

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.

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.

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