Troubleshooting
Most problems come from the network refusing a post, a channel's access expiring, a file that is too large, or an agent that cannot reach Studio. This page lists the symptoms and the fix for each.
Start with the message Studio shows you. Most messages come straight from the network and name the problem.
Why did my post fail to publish?#
A failed post has a red outline and an exclamation mark in the calendar. Hover the mark to read the reason, then match it here:
| Reason | What to do |
|---|---|
| A message from the network, for example about duplicate content or a video that is too long | Open the post, change what the network objects to, and choose Update. The channel pages list the common messages, for example X. |
| Refresh channel needed | The channel's access expired. Reconnect it (see below), then reschedule the post. |
| Channel disabled | Choose Enable Channel in the channel's menu, then reschedule. |
| This post links to a post that hasn't published yet | A (post:<id>) reference points to a post that did not go out within an hour. Publish that post first, or remove the reference. |
| This post links to a post that will never publish | The referenced post was deleted or failed. Remove the reference. |
| Not published: there weren't enough credits when it was due. | On the free plan, the wallet could not pay for an X post. Top up, then reschedule it. |
Why does a channel need reconnecting?#
Networks end Studio's access from time to time, for example when you change your password, remove the app in the network's settings or the access simply expires. The channel's avatar then shows a warning and "Channel disconnected, click to reconnect."
- In the calendar, open the channel's menu.
- Choose Reconnect channel.
- Sign in to the network as the same account and approve Studio again.
- Reschedule any posts that failed while it was disconnected.
Why does connecting a channel fail?#
- You are signed in to the wrong account. Networks such as X use whichever account your browser is signed in to. Sign out on the network first, or switch account there.
- No page or account to pick. LinkedIn Pages, Facebook Pages and Instagram (Facebook Business) need you to be an admin of the page. Instagram (Facebook Business) also needs an Instagram Business account linked to a Facebook Page; use Instagram (Standalone) if you have none. See the channels overview.
- X opens the top-up. On the free plan, X is locked until your first wallet top-up. See Post to X.
- A network is greyed out. Networks marked Coming soon cannot be connected yet.
- Sanity refuses the token. The token needs the Editor role. See Sanity.
Why does an upload fail?#
| Message | What to do |
|---|---|
| Image file is too large. Maximum size allowed is 30MB. | Resize or compress the image. |
| Video file is too large. Maximum size allowed is 1GB. | Shorten or compress the video. |
| File type "..." is not allowed | Use JPEG, PNG, GIF or WebP for images and MP4 for video. |
| Your media library is full. Delete files you no longer need, or upgrade for more storage. | The free plan's 2 GB is used up. Delete files, or top up your wallet to go past it. |
| Not enough credits to store this file. Top up to upload it. | After a top-up, a new GB of storage is paid from your wallet, and your balance cannot cover it. Top up. |
Through the API or an agent, images are limited to 10 MB. See Media library and storage.
Why can my agent not connect?#
- The link or key is old. Rotating the API key disconnects every agent that used the old one. Copy the new link from Settings › Connect Agent and add the connector again.
- The key is missing or wrong. Coding agents need the header
Authorization: Bearer <your API key>; the server answers "Invalid API Key or OAuth token" otherwise. See Developer tools. - ChatGPT has no option to add a server. Developer mode is needed, it is on the web only, and on work plans an admin may have to allow it. See Connect ChatGPT.
- "Too many requests, slow down and try again in a minute." The agent hit the rate limit. Wait a minute. See What are the rate limits?
- You cannot see the connector link. Only Admins can. See Team members and roles.
Why can my agent not upload or open files?#
In Claude, the sandbox only lets the agent reach domains you allow. Add the domains listed in step 4 of the Claude tab in Settings › Connect Agent to Settings › Capabilities › Domain allowlist in Claude, then try again. See Connect Claude.
ChatGPT and coding agents need no allowlist. If they still fail, check the file against the upload limits above.
Why is my wallet on hold?#
A card payment for a top-up was refunded or disputed, so the credits it bought were removed and the wallet was paused. Studio shows "This wallet is on hold. Contact support to restore it." Write to [email protected] from the address on your account to sort it out. See Credits and wallet.
Why can I not sign in?#
- "Your account is not activated yet." Email sign-ups need to click the link in the activation email first. Choose Resend Activation Email if it did not arrive, and check your spam folder.
- Forgotten password. Choose Forgot password on the sign-in page and follow the link in the email. Reset links expire, so use it soon.
- Signed up with Google. Use Continue With Google rather than a password.
- An invitation link does not work. Invitation links last two days. Ask an admin of the workspace to send a new one.
Frequently asked questions
- Where do I see why a post failed?
Hover the red exclamation mark on the post in the calendar. The bell in the top bar also lists failed posts, and an agent can read each post's error with the postsList tool.
- Will Studio retry a failed post by itself?
Studio retries a few times when the network has a passing problem. Once a post is marked as failed, it stays failed until you fix it and schedule it again.
- How do I get help if this page does not cover my problem?
Choose Support in the app to reach the Studio community, or write to [email protected] with the channel, the time of the post and the message you saw.