Troubleshooting

If you're having trouble logging in:

1. Verify you're using the correct email address
2. Check if your password is correct (case-sensitive)
3. Clear your browser cache and cookies
4. Try using a different browser
5. If you use SSO, contact your organization's IT department
6. Use the "Forgot Password" link to reset your password

If you're not receiving emails from Mediajinn:

1. Check your spam or junk folder
2. Add no-reply@mediajinn.ai to your contacts/safe senders list
3. Check with your IT department if they block emails from our domain
4. Try using a different email address if possible
5. Wait at least 10 minutes as emails may be delayed

If you still don't receive emails after 30 minutes, contact support@mediajinn.ai.

For security reasons, your account is temporarily locked after 5 failed login attempts:

1. Wait 30 minutes before trying again
2. Use the "Forgot Password" function to reset your password
3. Contact support if you believe your account was compromised

If you're having trouble connecting your social accounts:

1. Ensure you're logged in to the social platform in the same browser
2. Check if you have admin/owner permissions on the social account
3. Temporarily disable browser extensions or ad blockers
4. Try a different browser or device
5. Check if the social platform is experiencing API issues

For specific platforms:

• Facebook: Ensure your Facebook account has admin access to the Business Manager and Page
• Instagram: Your Instagram account must be connected to a Facebook Page
• TikTok: You need a TikTok Business account
• LinkedIn: You need admin access to your Company Page

If a previously connected account appears disconnected:

1. Check if the access token has expired (usually after 60-90 days)
2. Verify you still have proper permissions on the social platform
3. The platform may have changed their API requirements
4. Try disconnecting and reconnecting the account

Note: Social platforms occasionally require re-authentication for security reasons.

This usually means your social media account doesn't have the necessary permissions:

1. Verify you have admin/owner role on the social account
2. For Facebook/Instagram, check your Business Manager settings
3. Make sure you've granted all requested permissions during connection
4. For business accounts, ensure your admin hasn't restricted third-party access

For detailed platform-specific permission requirements, see our Permissions Guide.

If your scheduled content isn't publishing:

1. Check if the social account is still properly connected
2. Verify there are no API limitations from the platform
3. Check your content against platform guidelines (might be rejected)
4. Ensure your time zone settings are correct in your profile
5. Check the publishing queue for error messages

Note: During high traffic periods, there might be slight delays (usually no more than 5-10 minutes).

If you're experiencing issues with AI content generation:

1. Ensure your prompt is clear and specific (more detail = better results)
2. Check if you've reached your plan's AI generation limits
3. Try refreshing your browser or clearing cache
4. Avoid requesting content that violates our Terms of Use
5. Try simplifying your request and then expanding on the result

For best results, provide specific examples of the style and tone you want in your generated content.

For media upload issues:

1. Check if your file meets platform requirements:
   • File type (JPG, PNG, MP4, etc.)
   • File size (typically under 100MB)
   • Dimensions (platform-specific)
2. Try compressing your media file
3. Ensure your internet connection is stable
4. Try a different browser or device
5. Check if the media contains copyright-protected material

See our Media Specifications Guide for detailed requirements by platform.

If you're experiencing issues with analytics:

1. Check if the platform's API is experiencing issues
2. Verify the time period you're trying to analyze
3. Note that data collection may have a delay of 24-48 hours
4. Some metrics may be limited by the platform's API
5. Ensure your account connection has analytics permissions

For historical data, note that Mediajinn can only retrieve analytics from the point of account connection onward, not retroactively.

If you're having trouble exporting reports:

1. Check if your plan includes report exports
2. Ensure you're not trying to export too much data at once
3. Try a different file format (CSV vs. PDF)
4. Check your browser's download settings
5. Clear your browser cache and try again

Large reports may take several minutes to generate before downloading begins.

If your payment is declined:

1. Verify your card details are correct
2. Check if your card has expired
3. Contact your bank to ensure they're not blocking the transaction
4. Try a different payment method if available
5. Check if your billing address matches what's on file with your bank

For recurring subscription issues, your bank may require reauthorization after a certain period.

If you believe you were charged incorrectly:

1. Check your invoice in Settings → Billing → Invoices
2. Review your plan and any add-ons you may have purchased
3. Check if you've been upgraded automatically due to usage
4. Verify if your billing frequency changed (monthly vs. annual)

For billing disputes, please contact billing@mediajinn.ai with your account details and the invoice in question.