Fixes for common problems

"We couldn't send the email just now"

Our email service had a hiccup. Wait a few minutes and try again.

The sign-in email didn't arrive

Check junk or spam, and that you typed the address you were added with. Only people who've been added can sign in.

I can't start a campaign

• Is the Client Guide approved? Campaigns need an approved Client Guide.
• Are there credits left? The form tells you if not.
• Is the client archived? Archived clients can't start campaigns.

The campaign stopped part-way

Open it. At the top there's a short explanation and Try again. It carries on from where it stopped; finished work isn't redone or charged again.

It's been waiting a long time

Look at Actions: it's almost always waiting for an answer, an approval or a file.

Out of credits

Running campaigns pause before their next step. As soon as credits are added, they carry on by themselves. See Credits.

A picture is wrong

• Before the campaign's finished: when it asks you to look at the images, send them back with a note naming the picture ("Image B: show the shop inside, not outside"). Only that picture is remade.
• After it's finished: use Revise on the post (see Change one post after it's finished).

There's made-up writing in a picture

Signs and menus in pictures should be blurred or say something real. Use Revise and say "No readable text in the background".

A real person's face appears without permission

This shouldn't happen. Tell us, and use Revise to replace the picture. Permissions are on the Brand tab.

The video has no sound, or the wrong sound

Videos get music made for the campaign. If it's missing, use Revise on the post and say "Add the music back".

A fact in a post is wrong

Fix it in the Client Guide (edit the fact, or answer the question), then Revise the post. Fixing the Client Guide means future campaigns get it right too.

A price or offer is wrong

Fix it in Products & services first, then Revise the post. Posts copy prices word for word from there.