Common problems

Most reported faults have one of four causes: automatic publishing is switched off, a platform is not connected, the post was scheduled and moved to the Calendar, or the account is still on the free tier. Each is quick to check.

My scheduled post never published

Check Account Settings → Content Posting → Publish Automatically. When it is off, every scheduled post is held and nothing goes out until it is switched back on. Then check the platform is still connected — connections lapse when a token expires or you change your password there.

My post disappeared

If it was scheduled, it left the content feed and is on the Calendar on its date. See scheduling and the calendar.

I can't schedule a post

A post has to be finished first, and every platform you choose has to be connected. If one is not, nothing is scheduled and the post stays a draft.

I can't connect Instagram, or my Facebook profile

Facebook must be connected first, it must be a Page rather than a personal profile, and the Instagram account must be a business or creator account linked to that Page. Personal Facebook and Instagram accounts are blocked by Meta for every third-party application, not by iGentitY. See supported platforms for the full reason.

My download has a watermark

That is the free tier. Upgrading to any plan removes it.

The generation failed

The card offers Try again. If the same post keeps failing, that is worth reporting to support.

It ran out of credits halfway

Nothing was charged for the part that did not run. Top up and pick the post back up where it stopped — iGentitY checks the cost before generating, so a run either happens or is refused up front.

The colours or style are wrong

That is the brand setup rather than a fault. Brand & style in the sidebar holds the colours, logo and brand voice, and you can also just say what is wrong in the chat and it is recorded against the brand.

The button I need isn't on the card

The buttons on a post card differ by what the post is — a video has options an image does not, and the other way round. Buttons ending in … put an opening line in the message box and wait for you to finish the sentence, which is why pressing one can look like nothing happened.

Where do I contact support?

Account Settings → Support, which takes a message and up to five screenshots or screen recordings. Use it for billing or payment problems, account and login issues, genuine bugs, and feature requests.