Troubleshooting

This page covers the issues both submitters and marketers actually run into in practice. Each section follows the same pattern: what the user sees, the most likely cause, and how to fix it.

If the issue is not listed here, jump to the relevant section (Review & Proof Collection, Testimonials, Social Advocacy, Notifications & Alerts) or check the FAQ.

Submitter issues

Camera or microphone permission denied

Symptom. The video testimonial recorder will not start, or the page asks for camera and mic access and is then blocked.

Likely cause. The browser is denying access, another app on the device is already using the camera or microphone, or the page was opened in an embedded context that blocks media permissions.

How to fix.

Retry the permission prompt and allow access for the page.
Close other apps that may be holding the camera (video call apps, OBS, other browser tabs).
Open the campaign in a top-level browser tab if it was opened inside another app’s web view.
If the campaign supports a text testimonial path, switch to that to unblock the submission.

Upload or connectivity failure mid-flow

Symptom. The screenshot upload spins forever, the page warns about an in-memory recording being lost, or the Submit button does nothing after a click.

Likely cause. The connection dropped, or the file is too large or in an unsupported type.

How to fix.

Keep the page open and retry when the connection returns. The flow is designed to survive a transient drop.
Do not reload the page if a warning says an in-memory recording will be lost; reloading discards the recording.
For screenshot uploads, switch to a common format (PNG or JPG).
If a refresh is unavoidable, draft text content may persist in the same browser session for review and social flows, but video recordings do not persist.

Validation error blocks the Submit button

Symptom. The Submit button stays disabled or the page shows a specific error like “Rating required” or “URL not valid”.

Likely cause. A required field is empty or not in the expected format.

How to fix.

For testimonials, provide the star rating, name, and email; all three are required on new submissions.
For text testimonials, write enough characters to clear the minimum and stay under the maximum that the campaign defines.
For review and social claims, provide either a URL or a screenshot. The Submit button activates when one of them is present.
For X drafts, keep the post under 280 characters.
For bundled engagement, provide the reshare URL if reshare is enabled and the comment URL if comment is enabled. Like and follow do not need URLs.

AI draft did not generate

Symptom. Clicking “Generate my draft” does nothing, or a generic draft appears that does not look tailored.

Likely cause. The AI service is temporarily unavailable. The flow falls back to a marketer-approved pre-cached draft rather than showing an error.

How to fix.

Continue with the fallback draft; it was written for the campaign and is safe to use.
Edit the textarea directly. You do not have to use a generated draft; writing from scratch is always supported.
If you need a fresh AI draft, retry later in the session.

Video recording got interrupted

Symptom. The recording stopped before you were done, or the page lost focus and the recording state was reset.

Likely cause. A browser permission was revoked, the device sleep behavior interrupted the camera, or the page was minimized for too long.

How to fix.

Restart the recording from the testimonial flow. The page exposes a retry path rather than failing silently.
Keep the page in the foreground during recording.
If repeated retries fail, switch to the text testimonial path if the campaign supports it.

Draft does not come back after closing the tab

Symptom. Reopened the campaign and the text or chip selections are gone.

Likely cause. Draft state for review and social flows is browser-session scoped. Video recordings are never persisted.

How to fix.

Reopen the campaign and start the flow again. For AI Assist campaigns, generating again is fast.
For long writing sessions, draft outside the campaign and paste in.

Marketer issues

A submission shows different prompts or rewards than the current campaign config

Symptom. A submission you are reviewing has prompts, chip labels, or reward copy that no longer match what is in the campaign editor.

Likely cause. Two effects can cause this:

The submitter started their session before you edited the campaign. The widget and webpage flow reflect the campaign state the submitter started with for the duration of their session. New sessions see the latest configuration.
The reward on a submission is snapshotted at submission time. Editing rewards on a live campaign never changes what existing submitters were promised.

How to fix. Both are expected behavior. To preview the latest state, open the campaign and use the preview controls (Widget / Webpage, Desktop / Mobile). See Reward versioning.

A testimonial submission has no star rating

Symptom. The submission detail view shows “No rating captured” instead of stars on a testimonial item.

Likely cause. The submission predates the redesigned testimonial collection page, which requires rating, name, and email. Legacy testimonials may not carry this data.

How to fix. Legacy submissions are not re-prompted to backfill. They display without empty stars in both submission detail and the Proof Library. New submissions enforce the rating, so this only affects older proof.

Teammate cannot see a workspace or an action

Symptom. A teammate reports a missing Create Campaign button, an account settings page they cannot open, or a workspace that does not show in their sidebar.

Likely cause. The action or page is hidden because it is not allowed for their role. Forbidden actions are hidden, not just disabled. Members cannot create or edit campaigns. Admins and Members cannot see account settings.

How to fix.

Check the user’s role on the workspace.
If you want them to create campaigns, set them to Admin on that workspace.
If they should see the workspace at all, confirm they have a membership row (Owner has access to every workspace implicitly).
For account-level settings, only Owners have access. If a teammate needs that level of access, promote them to Owner. See Roles and permissions.

Webhook test failed

Symptom. Clicking “Test Connection” on a Slack, Microsoft Teams, Discord, Zapier, or custom webhook returns “Couldn’t reach your destination” or a non-2xx status.

Likely cause. A typo in the URL, a webhook that has been revoked on the destination side, or a destination that requires custom headers.

How to fix.

Recheck the webhook URL. Slack URLs come from the Incoming Webhook flow inside Slack. Microsoft Teams and Discord URLs come from each platform’s incoming-webhook setup. Zapier URLs come from the Webhooks by Zapier trigger setup. For custom endpoints, the URL must be https://.
Expand the “Show details” section of the test result. The status code, response body, and payload sent are all visible there.
For custom webhooks with auth requirements, add the required headers under the advanced options (max 5 headers, alphanumeric keys plus hyphens).
Test events do not count against the failure counter, so you can iterate without risking auto-disable.

Integration was auto-disabled after failures

Symptom. An integration shows a red Failed badge and stopped sending alerts. The Owner received an email about the auto-disable.

Likely cause. Five consecutive delivery failures triggered the auto-disable safety net.

How to fix.

Open the integration detail page. The warning banner explains the trigger and gives a Re-enable action.
Editing the webhook URL or successfully delivering an event resets the failure counter.
If the destination URL has changed (for example, a Slack channel was deleted), update it before re-enabling, or the integration will auto-disable again after 5 more failures.

”All 10 integration slots used” or “Maximum 10 recipients reached”

Symptom. The Add button on the integrations list or the team-email recipient input is disabled with a max-reached message.

Likely cause. The account is at its limit (10 integrations, 10 team-email recipients).

How to fix. Remove an integration or recipient you no longer need, then add the new one. The limit is per account.

Access issues

Signed out unexpectedly with an “access removed” message

Symptom. The session ended and the sign-in screen shows a message about lost access.

Likely cause. All workspace memberships were removed during the session, or the role was downgraded such that there is no workspace the user can open.

How to fix. Ask the Owner or an Admin to re-invite you to at least one workspace.

When to contact support

Contact support if:

A webhook delivery succeeds in test mode but fails on every real event.
A campaign keeps showing stale config to new sessions even after a fresh load.
The Proof Library is missing approved items more than a few minutes after approval.
An ownership transfer is stuck in a pending state past its expected window.