Common Errors and How to Fix Them

This page is a quick problem/solution reference for the issues people hit most often. Find your symptom, read the likely cause, then follow the numbered fix. If nothing here helps, see Still stuck? at the bottom.

tip

Many issues come down to one thing: a social account that needs reconnecting. If something stopped working out of nowhere, check your connection health first.

A social account shows "expired" or "needs reconnect"

Symptom: A connected profile is flagged with a warning like Expired, Needs reconnect, or Connection issue, and publishing or syncing from it has stopped.

Cause: Social platforms issue access tokens that expire over time, or when you change your password, revoke app access, or update permissions on the platform. When the token is no longer valid, Krafon cannot publish or pull data until you reconnect.

Fix:

1. Go to Connect Accounts in your workspace.
2. Find the profile with the warning and click Reconnect.
3. Sign in to the platform and approve all the permissions Krafon requests — do not deselect any, or features may break.
4. Confirm the profile now shows as healthy/connected.

See Connecting Accounts for the full walkthrough, and Integration Troubleshooting for platform-specific issues.

A post failed to publish

Symptom: A post you created or scheduled shows a Failed status instead of going live.

Cause: Publishing can fail for a few reasons — an expired or unhealthy connection, missing permissions, content that breaks a platform rule, or a post that was still waiting in the approval queue when its scheduled time passed.

Fix:

1. Open the failed post — Krafon shows a reason for the failure. Start there.
2. Check the connection health of the target profile and reconnect if needed.
3. Confirm Krafon has the required permissions for that platform and post type.
4. Make sure the post was not still pending approval at publish time. See Approval Queue.
5. Fix the issue, then click Retry (or reschedule the post).

note

Krafon only publishes through official platform APIs, and you approve every post. A failure never silently retries on its own — you stay in control.

Can't connect Instagram

Symptom: Instagram does not appear as connectable, or the connection flow fails partway through.

Cause: Instagram's API only allows posting from professional accounts — that means a Business or Creator account — that is linked to a Facebook Page. Personal Instagram accounts cannot be connected.

Fix:

1. In the Instagram app, go to Settings → Account type and tools and switch to a Business or Creator account.
2. Link that Instagram account to a Facebook Page you manage.
3. Return to Connect Accounts in Krafon and connect through Facebook, granting all requested permissions.

See Instagram setup for the detailed steps.

AI generation is greyed out or produces generic content

Symptom: AI Studio, Autopilot, or Trend Radar buttons are disabled, or the AI generates bland, off-brand text.

Cause: AI features require a connected social account and a trained Brand Brain. If either is missing, AI is either unavailable (greyed out) or has nothing to ground its writing in, so output stays generic.

Fix:

1. Connect at least one social account in Connect Accounts.
2. Train your Brand Brain so Krafon learns your voice, audience, and topics.
3. Re-open the AI feature — it should now be active and produce on-brand content.

tip

The more you feed Brand Brain (links, past posts, tone notes), the sharper the AI gets. Generic output is almost always under-trained brand context.

"You've reached your limit"

Symptom: Krafon blocks an action with a limit message — for example when generating AI posts, connecting another profile, or inviting a teammate.

Cause: Each plan caps three things: AI posts per month, social profiles, and team-member seats. Free includes 1 profile, 10 AI posts/mo, and 1 user; Pro, Growth, and White Label raise each limit.

Fix:

1. Read the message to see which limit you hit (AI posts, profiles, or seats).
2. For monthly AI posts, wait for your cycle to reset, or upgrade for a higher cap.
3. To add profiles or seats, upgrade your plan.

See Billing & Plans to compare limits and upgrade.

A scheduled post didn't go out

Symptom: A post you scheduled never published, even though its time has passed.

Cause: Usually one of three things — the workspace timezone isn't what you expected (so it was scheduled for a different moment), the target account's connection went unhealthy, or the post was awaiting approval when its slot arrived.

Fix:

1. Check your workspace timezone and confirm the post's time is what you intended.
2. Verify the connection health of the target profile and reconnect if needed.
3. Confirm the post was not stuck in the Approval Queue past its scheduled time.
4. Reschedule the post once the cause is resolved.

See the Scheduler for how timing and queues work together.

I can't see a feature or menu item

Symptom: A page, button, or menu item that you've read about isn't showing up for you.

Cause: Visibility is often gated by your role or plan. For example, approvals and multiple workspaces are Growth and above, and white-label tools are White Label only. Some newer features (like parts of the unified Inbox) are also still rolling out.

Fix:

1. Check your role — Owner, Admin, and Manager see more than Implementer, Team Member, or Observer. See Team & Roles.
2. Check your plan to confirm the feature is included. See Billing & Plans.
3. If it's a newer feature, it may still be reaching your workspace — check back soon.

Can't sign in

Symptom: You can't get into your account, or the magic-link email hasn't arrived.

Cause: Krafon sign-in works through Google, Microsoft, or a passwordless magic-link. Trying a different method than the one you originally used won't match your account, and magic-link emails sometimes take a moment to arrive or land in spam.

Fix:

1. Use the same method you signed up with (Google, Microsoft, or magic-link).
2. For magic-link, wait a minute — the email can take a moment to arrive.
3. Check your spam/junk folder if you don't see it.
4. Request a fresh magic-link if the previous one expired.

warning

If you signed up with Google but try the magic-link with a different email address, Krafon will treat it as a new account. Always use the original method and address.

Still stuck?

If you've tried the fix above and the problem persists, email our team at support@krafon.com with your workspace name, the affected profile, and a screenshot of any error or reason shown. We're happy to dig in.

You may also find your answer in the FAQ.