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Fixing Problems

Something Went Wrong?

The most common problems – and what to do, in what order. Find your case below.

A scheduled post didn't go out

Work through these four points in order:

  1. Check the status. Open Posts. If the post is Pending, an approval is missing – it won't publish even once its time has passed. Chase the assigned person, or remove the approval and reschedule.
  2. Check the channel. Under Settings → Channels: is the channel still connected? Expired connections are the most common cause.
  3. Check the format. Does the format suit the platform? A photo gallery can't go to LinkedIn, and a document post only goes there.
  4. Check notifications. Under Settings → Notifications, you should have Publishing switched on. Then you'll hear about failures immediately in future, rather than noticing by chance.

If none of that helps: note the post's ID from the Posts list and open a ticket with it.

A channel is suddenly disconnected

Platforms expire access after a while. Connections also end if you change your password there, revoke rights, or remove capty in the platform's own app settings.

Fix: Settings → Channels → disconnect the affected channel and connect it again. Make sure you sign in with the account that holds the necessary rights and confirm all permissions. Details: Connecting Social Media Channels.

A channel won't connect in the first place

  • Instagram: a personal account isn't enough. It has to be a Business or Creator account linked to a Facebook Page.
  • Facebook: you need admin rights for the Page. A personal profile can't be connected.
  • TikTok: it has to be a Business account.
  • All platforms: if you cancel the permission prompt or untick individual boxes, no working connection is created. Try again and confirm everything.

An upload is rejected

Accepted formats are PNG, JPG, GIF and MP4, at max. 30 MB each.

  • File too large? Export the video at a lower resolution or bitrate; compress images.
  • Wrong format? HEIC from an iPhone, MOV or WebP aren't accepted – convert to JPG or MP4 first.
  • For the logo: the Brand Voice has its own limit of 5 MB, square (1:1).

No captions are being generated

  1. Check your allowance: Settings → Plan & Usage → the AI generations meter. If it's used up, nothing more happens until the next billing period – or you change plan.
  2. Destination selected? Without selected channels, capty doesn't know which platforms to write for.
  3. Reload the page and try again.

The captions don't fit the content

  • Too general: fill in the caption brief – one or two concrete sentences about the occasion.
  • Wrong tone: that belongs in the Brand Voice, not in every single post.
  • Wrong language: check Default Language in the Brand Voice, and Language on the post.
  • Words that grate: into Words to Avoid.

A client can't approve anything

If the assignment says "No consented customers available", consent is missing. Under Team → Clients, the Consent column shows who has agreed. Without consent, nobody appears in the list – see Approvals: Team & Clients.

An invitation doesn't arrive

  • Check the e-mail address for typos.
  • Have them check spam and promotions folders.
  • For corporate addresses, IT can allow capty.ai.

Analytics shows no numbers

  • Only published posts are included – drafts and scheduled posts don't count.
  • Set the period to 30 or 90 days.
  • Disconnected channels deliver no data.
  • Platforms report with a delay: right after publishing, a metric may still sit at zero.

I can't get into my account

Use the password reset on the login page. A new password needs at least 8 characters, one number and one special character. If you're a team member, an admin can also set a new password for you.

The interface is behaving oddly

Before opening a ticket, these usually help:

  1. Reload the page.
  2. Try another browser, or a private window.
  3. Disable browser extensions – ad blockers in particular – for app.capty.ai.

None of this helps – how do I report it?

The fastest route is "Help" inside the app. Pick a category (Account & users, Plan & billing, Social media channels, Posts & publishing, Technical issue, Other), give it a subject and describe the problem. Your account is attached automatically.

What belongs in a good ticket: the post's ID from the Posts list, the platform involved, what you did, what happened and what you expected instead – plus the time and your browser. That usually lets us reproduce it without having to ask.

If you can't get into the app at all, use our contact form.

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