Troubleshooting Common Issues

Common issue categories: Publishing failures, Social account connection errors, Analytics not syncing, Media upload failures, Performance issues, Login problems, Payment failures. Most issues can be resolved with troubleshooting steps. Contact support if issues persist.

Post fails to publish - check: Social account connected? (Settings → Social Accounts), Token expired? (reconnect account), Platform limits met? (Instagram 25 posts/day, etc.), Media file size ok? (< 100MB videos, < 5MB images), Caption within character limits?, Account has proper permissions? (Business/Creator for Instagram). View error details in post Publishing Status section.

Can't connect account - try: Clear browser cache and cookies, Use incognito/private browsing mode, Ensure logged into correct account on platform, Check account type (Instagram: Business/Creator required), Grant all permissions during OAuth flow, Try different browser (Chrome, Firefox, Safari), Disable browser extensions. Still failing? Contact support with screenshot of error.

Tokens expire after 60-90 days: Audenci auto-refreshes tokens, but may fail, Reconnect account if token expired, Red 'Expired' badge on account card, Can't publish or fetch analytics with expired token. Reconnect: Go to Social Accounts, Click 'Reconnect' on expired account, Authorize again. Set up notifications for expiring tokens (Settings → Notifications).

Analytics not updating - check: Account token valid? (reconnect if expired), Platform API limits met? (Instagram: 200 requests/hour), Data available on platform? (24-hour delay for some metrics), Sync schedule (auto-sync every 6-12 hours), Trigger manual sync: Analytics → Sync Now. Historical analytics: May take 24-48 hours for initial sync.

Can't upload media - check: File size < 100MB (videos) or < 10MB (images), Supported format (JPG, PNG, GIF, MP4, MOV), Stable internet connection, Browser allows file access, Storage quota not exceeded. Compress large files before upload: Use TinyPNG for images, Handbrake for videos. Upload via API if browser fails.

Platform slow or unresponsive - try: Clear browser cache, Close unused tabs, Disable browser extensions, Test on incognito mode, Check internet speed (> 10 Mbps recommended), Use wired connection (not WiFi), Try different browser, Restart browser. Still slow? Check status.audenci.com for platform issues.

Can't log in - try: Verify email/password correct, Reset password (Forgot Password link), Clear browser cache and cookies, Try incognito mode, Check email for verification link (new signups), Ensure account not disabled (check email), Contact support if locked out. For SSO: Verify SSO configured correctly, Test with SSO test user.

Payment declined - check: Card not expired, Sufficient funds available, Correct billing address, Card supports international transactions (if outside US), No holds or fraud alerts on card. Try: Different payment method, Contact bank to authorize charge, Update billing info in Settings → Billing. Support: billing@audenci.com

AI generation not working - check: Credits available? (Settings → Billing), Prompt valid? (no offensive content), API limits met? (OpenAI rate limits), Network stable?, Try again after a few minutes, Simplify prompt if complex. Credits refunded automatically if generation fails. Contact support if repeated failures.

Team members can't access features - check: Role permissions (Settings → Team), Brand access (coming soon), Account active (not disabled), Invitation accepted (check email), SSO working (Enterprise). Adjust role if needed: Owner/Admin can change roles in Settings → Team.

Export not completing - check: Data size (large exports take 1-4 hours), Email for download link (check spam folder), Export format selected (CSV or JSON), Date range not too large (try smaller range), Storage quota (Enterprise). Download fails? Try smaller date range or contact support for direct access.

Issues on mobile device: Use latest browser version, Enable cookies, Allow JavaScript, Clear app cache (if using PWA), Try desktop site (may have more features), Some features desktop-only (coming to mobile). Mobile apps (iOS, Android) coming soon.

Contact support if issues persist: Email: support@audenci.com, In-app: Click ? icon → Contact Support, Include: Description of issue, Steps to reproduce, Screenshots of errors, Browser and version, Account email. Response times: Standard (24 hours), Growth (12 hours), Scale (4 hours), Enterprise (1 hour + dedicated Slack).

Check platform status: Public status page: status.audenci.com, Subscribe to updates (email, SMS), View incident history, Planned maintenance notices. Enterprise customers: Real-time alerts via Slack, Dedicated status dashboard, Direct incident contact.