Troubleshooting

Most pages in this guide have a table of their error messages. This page covers the problems people meet most often. If your problem isn't listed, or the steps don't fix it, raise a ticket in Help & Support.

I can't sign in

• Check that your email address is typed correctly.
• If you forgot your password, click Forgot password? on the Log in page.
• If you created your account with Google, click Continue with Google instead of typing a password.

A page sends me back to the Log in page

You have been signed out, for example after you clicked Log out. Sign in again, then open the page from the sidebar.

An invitation link doesn't work

• If you see Invitation not found, the link is not valid or has expired. Ask for a new invitation.
• If Aigio says the invitation was sent to a different address, click Switch account and sign in with that address.

See Join a workspace you've been invited to.

A workspace opens on a setup step instead of the sidebar pages

The workspace setup isn't finished. Complete the remaining steps. Pages such as Products, Services and the rest of the sidebar open once setup is done. See Create a workspace.

A document or content type is locked

It needs some sub-modules in Profiling & Engineering to be generated and approved first. Click Unlock to see which ones. See Unlock a document and Unlock a content type.

A group in Profiling & Engineering is greyed out

The group has no modules yet, so there is nothing to open.

Generating fails or shows a red error

• Click Try again.
• If you see AI service authentication failed, Aigio could not reach its writing service. Wait a moment and try again.
• If it keeps happening, raise a ticket in Help & Support.

A file won't upload

• Check that the file type is supported, and that the file is no larger than 100 MB (500 MB for videos). See Check which files you can upload.
• If you see Upload failed., check your internet connection and upload the file again.
• If you see The file could not be verified., upload the file again.

The Calendar doesn't load

If you see Could not load events, click Retry. If it keeps happening, raise a ticket in Help & Support.

I can't see the small calendar on the right

The right sidebar only shows on wide screens, such as a large laptop or a desktop. On a smaller screen, use Calendar in the left sidebar.

I can't choose my account when I create a post

• Only Active accounts are listed. If your account shows Inactive, click Reconnect. See Reconnect an account.
• When you create a post from the Calendar, only accounts on that post's platform are listed. If you see a message such as No connected Instagram account, connect an account on that platform first.

A post failed or shows Unconfirmed

Open the post, or the Needs attention tab in Social Posts.

• Failed: read the reason, reconnect the account if asked, then click Retry.
• Unconfirmed: click Check status. Don't create the post again, because it may already be live.

See Fix posts that need attention.

I can't attach a file to a post

Each platform accepts its own file types and sizes, and files it doesn't accept aren't listed. See Add images, videos or documents.

A button is greyed out

Many buttons, such as Save changes, stay greyed out until you change something or fill in the required fields. Make your change, and the button becomes active.