Help & Troubleshooting
Fix generation failures, website extraction gaps, and publishing-account problems.
Use this page when a flow did not match the happy path. Check the current brand name first — many “missing” results are on a different brand.
Generation problems
| What you see | What to try |
|---|---|
| Button asks for a website | Add a public website on Settings → General, then extract guidelines |
| Job stays in progress | Wait a few minutes, refresh Recent activity. You can leave the tab; the job continues on the server |
| Job failed | Retry once. If it fails again, note the format, brand, and time, and contact support |
| Result is off-brand | Review Brand Guidelines, add a logo or product image, generate again |
| Result is the wrong business | Confirm the brand selector. Video, Static, Carousel, and Rich Media playgrounds can create a brand via Brand options → Create a new brand. Product Ad and UGC Ad use Existing or New brand (Brand name and Website). UGC also requires Save brand before you cast |
| Insufficient credits | Add credits on the team, then retry |
| Tool result missing from a brand | Check the team Media Library. Video Generator never saves to a brand. Adapt Ad lands in that brand's Static Ads list, not a media library. Most other tools save to a brand only when you selected one |
See Generation basics.
Website and brand data problems
| What you see | What to try |
|---|---|
| No scraped data found yet | Confirm the website loads in a browser, then run Extract from website |
| Guidelines still empty after extract | Reload the Brand Guidelines page after a few minutes |
| Extraction overwrote nothing you typed | Expected — existing guidance is preserved. Edit the field yourself |
| Voice, layout, or CTA still blank after extract | Expected today. Fill those sections manually |
| You changed the website and nothing updated | Saving General does not extract. Run Extract from website |
| Training Data looks wrong | Exclude the bad image, or select the highlight chip, so it stays out of creative. The snapshot itself stays read-only. Correct colors, fonts, and logos in Brand Guidelines |
See Brand guidelines and website data.
Compliance problems
| What you see | What to try |
|---|---|
| Compliance rules could not be loaded | Choose Reload and try again. Do not assume the team has no rules |
| Save fails | You may lack permission to manage team settings |
| Ad is missing a required line or makes a banned claim | Confirm team Settings → Compliance, then generate again. Rules instruct the model; they do not block or rewrite the finished ad. A long account + brand + campaign list can also drop later lines once the legal block fills |
See Compliance settings.
Publishing account problems
| What you see | What to try |
|---|---|
| Platform row missing | That integration may be off for your team |
| Connect Meta first on Instagram | Connect Facebook, pick the Page, then link Instagram |
| No Facebook Pages found | Confirm you manage a Page and granted Page permissions |
| Needs attention | Reconnect, or use Change Page / Change Ad Account |
| Deploy fails while status is Connected | Disconnect and connect again on this brand |
See Connect publishing accounts.
Still stuck
From the app, use the in-product support path for your team. Include the brand name, the page you were on, and what the UI showed.