Skip to main contentTroubleshooting Guide
Encountering an issue? Check here for quick solutions.
Instagram Connection Issues
Problem: “I can’t connect my Instagram account.”
Solutions:
- Check Account Type: Ensure your Instagram is a Business or Creator account. Personal accounts cannot be connected to third-party tools.
- Facebook Page Link: Your Instagram must be linked to a Facebook Page (even a dummy one). This is a Meta requirement.
- Permissions: When connecting, ensure you grant all requested permissions (Publishing, Insights). If you unchecked any boxes, the connection will fail.
- Fix: Go to Facebook Business Integrations settings, remove “Brandzy”, and try connecting again.
Video Generation Delays
Problem: “My video is stuck on ‘Generating’ or ‘Processing’.”
Cause: Video rendering is resource-intensive. Occasionally, high demand can slow down the queue.
Solution:
- Wait 15-20 minutes.
- Refresh the page.
- If it has been over an hour, please contact support.
Failed Publishing
Problem: “Video shows ‘Failed to Publish’.”
Common Reasons:
- Token Expiry: Your Instagram connection “token” may have expired (Meta expires them periodically for security).
- Fix: Go to Settings > Integrations and click “Reconnect Instagram”.
- Aspect Ratio: If you uploaded a custom video that isn’t 9:16 (vertical), Instagram may reject it.
- Music Rights: Occasionally, Instagram blocks a post due to regional music copyright issues. We try to use copyright-cleared music, but algorithms vary by region.
”Off-Brand” Content
Problem: “The AI made a video that doesn’t fit my style.”
Solution:
- Reject the Video: Tell us why. “Too energetic”, “Wrong colors”.
- Update Brand Kit: Go to Settings > Brand Kit.
- Upload more representative photos.
- Refine your “Vibe” selection.
- Add negative keywords to your “Never Show” list.
Need more help?
Contact us at support@brandzy.ai or use the chat widget in the dashboard. 