Common Issues
Find quick solutions to common issues below. If your problem isn’t listed, contact support.
Posting Issues
Section titled “Posting Issues”My post failed to publish
Section titled “My post failed to publish”Common causes:
- Expired connection: Reconnect your social account
- Platform outage: Check platform status
- Content violation: Review platform policies
- Media issue: Check file size/format
Fix it:
- Go to Calendar → find the failed post (marked red)
- Click to see error message
- Fix the issue
- Reschedule
Post shows “Publishing” for too long
Section titled “Post shows “Publishing” for too long”If stuck for more than 10 minutes:
- Refresh the page
- Check Activity Log for status
- Verify account connection
- Try publishing again
Scheduled post not appearing on platform
Section titled “Scheduled post not appearing on platform”- Verify the post shows “Published” in Postiv.io
- Check the correct platform was selected
- Confirm you’re looking at the right account
- Refresh the platform feed
- Wait 5-10 minutes (some platforms have delays)
Account Connection Issues
Section titled “Account Connection Issues””Authorization expired” error
Section titled “”Authorization expired” error”Platform tokens expire periodically. To fix:
- Go to Settings → Connected Accounts
- Find the account with the warning
- Click “Reconnect”
- Authorize again on the platform
Can’t connect Instagram
Section titled “Can’t connect Instagram”Instagram requires:
- Business or Creator account (not personal)
- Connected Facebook Page
- Admin access to the Page
See Connecting Accounts for details.
LinkedIn “Session expired”
Section titled “LinkedIn “Session expired””LinkedIn tokens expire every 60 days. Simply reconnect:
- Settings → Connected Accounts
- Click “Reconnect” on LinkedIn
- Log in and authorize
Login Issues
Section titled “Login Issues”Forgot my password
Section titled “Forgot my password”- Go to postiv.io/login
- Click “Forgot Password”
- Enter your email
- Check inbox for reset link
- Create new password
Can’t log in with Google/Apple
Section titled “Can’t log in with Google/Apple”- Make sure you’re using the same Google/Apple account you signed up with
- Check if the social provider is having issues
- Try logging in with email/password instead
- Contact support if it persists
”Account not found” error
Section titled “”Account not found” error”- Verify you’re using the correct email
- Check if you signed up with social login (Google/Apple)
- You may have used a different email
Locked out of account
Section titled “Locked out of account”After multiple failed login attempts, accounts are temporarily locked:
- Wait 15 minutes and try again
- Or use “Forgot Password” to reset
Media Issues
Section titled “Media Issues”Image upload failing
Section titled “Image upload failing”Check:
- File size under 10MB
- Supported format (JPG, PNG, GIF, WebP)
- File isn’t corrupted
Fix:
- Compress the image
- Convert to JPG
- Try a different browser
Video upload failing
Section titled “Video upload failing”Check:
- File size under 500MB
- Supported format (MP4, MOV)
- Duration within platform limits
| Platform | Max Duration |
|---|---|
| Instagram Feed | 60 min |
| Instagram Stories | 60 sec |
| Instagram Reels | 90 sec |
| 240 min | |
| 10 min | |
| X/Twitter | 140 sec |
Media shows as broken/missing
Section titled “Media shows as broken/missing”- Refresh the page
- Re-upload the file
- Check file isn’t corrupted
- Try from media library
Calendar Issues
Section titled “Calendar Issues”Calendar not loading
Section titled “Calendar not loading”- Refresh the page
- Clear browser cache
- Try incognito/private mode
- Try a different browser
Posts not showing in calendar
Section titled “Posts not showing in calendar”- Check your filter settings
- Verify date range
- Check platform filters
- Refresh the page
Can’t drag posts to reschedule
Section titled “Can’t drag posts to reschedule”- Make sure you’re clicking and holding
- Posts within 10 minutes of publishing can’t be moved
- Check you have edit permissions
AI Issues
Section titled “AI Issues”AI captions not generating
Section titled “AI captions not generating”- Check your AI credit balance
- Make sure an image is attached
- Try a different style
- Refresh and try again
Out of AI credits
Section titled “Out of AI credits”- Credits reset on your billing date
- Upgrade plan for more credits
- Check Settings → Subscription for usage
Captions not matching brand voice
Section titled “Captions not matching brand voice”- Update brand voice settings
- Add more example content
- Rate generated captions (👍/👎)
- AI improves with feedback
Performance Issues
Section titled “Performance Issues”Postiv.io loading slowly
Section titled “Postiv.io loading slowly”- Check your internet connection
- Clear browser cache
- Disable browser extensions
- Try a different browser
- Check status.postiv.io for outages
Features not working
Section titled “Features not working”- Refresh the page
- Log out and log back in
- Clear browser cache and cookies
- Try incognito mode
- Try a different browser
Still Having Issues?
Section titled “Still Having Issues?”If these solutions don’t help:
- Check Connection Problems for network-specific issues
- Contact Support with:
- Your account email
- Description of the issue
- Screenshots if helpful
- Browser and device info