Troubleshooting

Fixes for the problems Convia Pro customers run into most, grouped by area. Each answer starts with the likely cause and what to do. If your question isn't a problem but a "how do I", try the FAQ. If none of this helps, see Get support.

Account and sign-in

I didn't get the confirmation or password reset email

Check your spam or quarantine folder, and confirm you're using the address you signed up with. If you typed the wrong address at signup, click Use a different email on the Check your email screen. If you try to sign in before confirming, Convia says so and offers to resend the link.

Sign-in says my credentials are wrong

Convia tells you when a password is wrong. Double-check it, or click Forgot your password? on the sign-in page to reset it.

My invitation link doesn't work

Use the newest invitation you were sent. If your email already has a Convia account, the invitation shows a sign-in form rather than a sign-up form, so sign in with that account. Invitations expire: ask an owner or manager to use Resend Invitation under Settings → Members, where the Pending Invitations list shows whether yours has expired.

I see "View-only access" or "Access Denied"

Your role doesn't allow what you're trying to do. View-only access means you're a Viewer: a workspace manager can give you the Contributor or Manager role. Access Denied on a settings or billing page means it's open to owners and managers only. See Workspaces, teams & roles.

Convia shows "Page not found" after an update

Click Reload. If a tab was left open across an update, Convia reloads itself once to pick up the new version, and the Page not found screen offers Reload and a way back to the Dashboard.

Guided setup says "Manager permission required"

Only workspace owners and managers can complete guided setup. Ask one of them to finish setup for the workspace.

Connecting social accounts

I can't connect a social account

Work through these in order:

1. Make sure you're signed in to the correct account on the platform before you connect.
2. Allow every permission the platform asks for.
3. Check the account type: Facebook connects a Page, Instagram and Threads need a professional or business account, and TikTok needs a creator or business account.
4. For a LinkedIn company page, make sure you're an admin of the page.
5. If the card shows Reconnect, the previous connection expired: click Reconnect to refresh it.

See Connect your social accounts.

The card says "Reconnect required"

The platform's access expired or was revoked, and posting to that account pauses until you reconnect. Open Social Channels (in the launcher, under Show), click Reconnect on the card and sign in with the same account. The post editor also shows when an account needs reconnecting before it can publish.

Convia says I signed in with a different account

You reconnected with a different account from the one the card belongs to. The card and its posts stay exactly as they were, and Convia tells you which account to use. Sign in to the platform as that account and reconnect again. To publish from the other account too, connect it as its own account, if your plan allows more than one per platform.

A platform shows "(Upgrade required)" or "(Upgrade to add more)"

Your plan sets which platforms you can connect and how many accounts. (Upgrade required) means your plan doesn't include that platform. (Upgrade to add more) means your plan allows one account per platform and you already have one. If Convia says you've reached your plan's connected account limit, upgrade or disconnect an account to connect another. Channels you add offline don't count toward the limit.

Bluesky asks for my app password again

The app password Convia had was revoked or changed in Bluesky. Create a new app password in your Bluesky settings and enter it when Convia asks.

The card says "Analytics off"

The account was connected before Convia could read its analytics. Publishing and scheduled posts are unaffected. Click Enable analytics or Update permissions on the card to reconnect it with analytics access, without removing it.

First comments say the account needs an updated connection

The account was connected before it granted the comment permission. Reconnect it on Social Channels. If the platform refuses the permission, Convia stops offering first comments on that account rather than failing each post.

Convia warns me before connecting TikTok

This is expected for a new TikTok connection. TikTok can permanently ban a brand new account that starts publishing through a scheduling tool, so Convia asks you to confirm first. If the account is new, post from it by hand for a while before connecting.

Publishing

My post shows "Failed"

Open the post and read the error message. Common causes are an expired social connection (reconnect it on Social Channels), content that breaks the platform's rules, and too many posts in a short time. Settings → Publishing history keeps a record of every publish attempt and what the platform said back. When Instagram or Threads refuses a video, the log names the file size and what to do next.

The Schedule button asks me to connect the account first

The post is for an offline channel. You can draft for an offline channel and use Mark as Published for posts you publish yourself, but scheduling needs a connected account. Click Connect to account on the channel's card in Social Channels.

My scheduled post went back to Draft

A scheduled post returns to draft when:

• Its account was disconnected, or was offline when the post was due. Reconnect the account and schedule the post again.
• Your workspace hit a plan limit on how many posts it can publish per day or per month. The post waits in drafts so it's one click to retry after you upgrade.
• A reviewer returned it. It shows a Rejected badge until someone resubmits it.
• It was restored from the Trash after its scheduled time had passed.

Convia won't let me pick that time

A post can't be scheduled for a time that has already passed, because it would go out straight away instead of on its day. Pick a future time. In the approval queue, approving a post whose time is over asks you to pick a new time or choose Approve and publish now.

Convia asks me to confirm a post marked "Before release"

The post is dated before its episode's release date. Scheduling, approving or finishing it on YouTube asks you to confirm, so a teaser goes out early only on purpose. Confirm if that's what you want, or move the post after the release.

My post is over the character limit

The editor's character counter turns red when a post is too long for its platform; shorten it before you schedule. A YouTube post with a title over 100 characters, or a description over 5,000, stops with a message saying which is too long instead of uploading cut short. X counts every link as 23 characters, and so does Convia. See Posts for every platform's limit.

Instagram won't publish my post

Instagram needs media, so a text-only post can't publish there. A story takes no caption and no first comment, and a story video can be up to 60 seconds and 100MB. If Instagram refuses a video, Settings → Publishing history says why. See Publishing to each platform.

TikTok won't accept my photo

TikTok photo posts accept only JPEG and WebP images (not PNG) of 1080×1920 or smaller. The composer flags an unsupported image while you compose, so convert or resize it and attach it again.

My LinkedIn PDF post didn't process

Some landscape PDFs fail LinkedIn's own document processing, even when uploaded on LinkedIn directly. Portrait PDFs work reliably, so export the document in portrait and try again.

My YouTube video is still private

You used Finish on YouTube, which uploads the video privately so you can finish it in YouTube Studio. If the post had a schedule date at least 15 minutes ahead, YouTube makes it public at that time on its own. Without a date, it stays private until you make it public in YouTube Studio. See YouTube publishing.

I deleted a YouTube post but the video is still on YouTube

Convia can't delete videos from your channel. When you delete the post, Convia's message gives you the link to remove the video in YouTube yourself.

My post went to the approval queue instead of being scheduled

Your workspace requires approval for social posts, so an owner or manager has to approve it. Flagging a scheduled post with Flag / Report problem also sends it back for approval when your workspace requires approval. See Approval & review.

AI generation and credits

AI generation seems stuck

1. Wait two to three minutes, because some jobs take time.
2. Refresh the page to check for updates.
3. If it's still stuck, try again, because the job may have failed.
4. Check your credit balance: without enough credits, generation can't start.

If a Magic Repurpose step needs a transcript and there isn't one, that step is skipped without charge, and the summary says what ran.

I ran out of credits

Convia opens a credits dialog showing what you need and what you have. Owners and managers can buy more with Top up credits in the avatar menu or on Billing. On plans with monthly credits, they also refresh on the 1st of each month. Meanwhile, you can still edit content, create content by hand, and schedule and publish. See AI & credits.

A generation failed with an error

Read the message: Convia names the real reason, such as running short of credits. If a thumbnail fails to generate or edit, its credits are returned.

Analytics

A number shows a dash instead of a value

The platform doesn't report that number, or didn't report it for this post. Convia shows a dash rather than a zero it never received, and a real zero as a zero. For example, Instagram doesn't report shares, Facebook doesn't report shares on videos, and Bluesky reports no views. See Analytics.

A new post has no numbers yet

Give it time. While a post is new, Convia refreshes its numbers twice a day (once a day on X and LinkedIn), and comparisons with your usual appear within a few hours of the post turning 24 hours old. A post's Analytics tab says when it was last checked.

A post says "Not enough to compare"

The account needs at least 5 earlier posts in the same format before a post can be compared with your usual. YouTube Shorts are compared only with Shorts, and Instagram Reels only with Reels.

Instagram or Facebook views and reach are missing

Those numbers depend on the permissions the account granted when it was connected. Reconnect the account on Social Channels to turn them on; Convia shows a reconnect prompt on accounts in this state.

TikTok shows "Enable analytics"

The account was connected before TikTok analytics went live. Click Enable analytics on its card; it reconnects the account with analytics access, with no need to remove and re-add it.

My follower chart only starts recently

Follower numbers can't be collected backwards, so a chart starts on the day Convia began collecting for that account. YouTube is the exception and recovers its first 90 days.

Older LinkedIn posts stopped updating

Convia keeps your 100 most recent posts per LinkedIn account up to date, because LinkedIn limits how much analytics data it serves each day. Older posts keep the numbers already collected for them.

A post I brought in with "Add existing post" has no numbers

A private or undated video comes in as a draft, and drafts don't collect performance; publish it on the platform first. Reposts of other people's posts are left out, Instagram stories aren't brought in, and personal LinkedIn profiles aren't offered for import.

The Web tab shows no visits from my posts

Usually nothing is broken. Visits are credited only for posts that link to one of your websites and were published after link tagging was turned on. Check that the switch in Voice & Tone → Your websites is on, and that your recent posts link to your site rather than only to YouTube. Until a property's first collection finishes, the Web tab says Waiting on first sync. If a card says Needs reconnect, click Reconnect with Google, or for Bing, disconnect and paste a new key. See Website analytics.

Imports

I can't find RSS Import

Back-catalog import is available only on plans that include historical import. Where your plan includes it, open Integrations → RSS Feed (in the launcher, under Workspace) and click Go to Content Import under Import your episodes. Guided setup also offers the import. See Import your back catalog.

Sync now says "Synced recently"

You pressed Sync now within a few minutes of the last sync. The message says when you can try again.

Synced episodes have no audio or video

That's expected. The daily sync brings across episodes and their details, not the audio or video files. Upload media to any episode yourself.

An episode I deleted came back, or appears twice

It shouldn't. Episodes you already have are matched rather than duplicated, and anything you deleted stays deleted, including episodes you permanently delete from the Trash.

Some OpusClip clips weren't imported

Convia imports full-quality files only. A clip OpusClip is still rendering when the import finishes is left out and named in the message, so import it again in a few minutes. The Import button shows "Preparing clips in OpusClip" while this happens. See Bring in clips from other tools.

Descript finished my render, but the download into Convia failed

Click Retry download on the episode card. Convia fetches the finished render again without starting a new one, so Descript doesn't bill you twice. If Descript has already expired the render, Retry download says so straight away, and Start a new render is the only route.

"Add existing post" didn't bring in a post

Check the post type and the account. Reposts of someone else's post are left out, Instagram stories can't be brought in, and personal LinkedIn profiles aren't supported. If the account needs reconnecting, Convia says so; reconnect it and try again. Otherwise, the dialog shows what the platform said.

Billing and plans

Publishing and AI features are paused

Your workspace doesn't have an active plan yet, your trial ended without a card, or a payment didn't go through. Nothing is deleted. Owners and managers can fix it from the billing screen Convia shows; see the table below.

What the billing screen is telling you

A plan change was refused

Convia shows a plain-language reason and a reference code. Quote the code when you contact support.

My plan has custom pricing

Billing asks you to contact support to change a plan with custom pricing, so your rate isn't disturbed. See Get support.

I can't open Billing

Billing is open to owners and managers. Ask one of them, or ask a manager to change your role.

I can't invite more people

You've reached your plan's seat limit. The Invite Member button on Settings → Members is disabled with the message You've reached the maximum number of members of this workspace. Upgrade your plan to add seats. See Plans, trials & billing.

Related

• FAQ: answers to common "how do I" questions.
• Get support: report a problem and check service status.
• Connect your social accounts: connections, states and reconnecting in detail.
• Plans, trials & billing: trials, payment and plan changes.