Common problems and what to do about them.
Signing in
| Problem | Try this |
|---|
| The sign-in email did not arrive | Check spam and promotions. Make sure the address is spelled correctly. Then choose Send a new link. |
| "That sign-in link has expired or was already used" | Links work once, for one hour. Ask for a new one. |
| "Too many sign-in links were requested" | Wait ten minutes. At most 3 links can be sent to one address in that time. |
| The link opens but I am not signed in | Open the link on the same device and browser you asked from. |
The agent
| Problem | Try this |
|---|
| "The agent is not connected" | The AI model has not been switched on for your server. Editing by hand still works. |
| "This needs 1 credit and the workspace has 0 left" | Credits refill on the 1st, or the owner can add more. See AI credits. |
| 'Wait for "All changes saved" and send again' | Your last edit was still saving. Wait a moment and resend. |
| "The agent is still working on your previous message" | One request at a time. Wait, or press Stop. |
| "Stopped after the maximum number of steps" | The job was large. Ask it to continue from where it stopped. |
| The result is generic | Give it the facts: names, numbers, the point of each slide. And check the brand's voice profile. |
| It keeps using a word you dislike | Add it to "Words the brand never uses" in the voice profile. That list is enforced. |
| "The agent is handling a lot of requests" | A workspace can send 20 requests a minute. Wait a minute. |
The Studio
| Problem | Try this |
|---|
| I cannot click or edit anything | While the agent works the canvas is locked. Or your role is Viewer: the Studio says "View only". |
| A layer will not move | It may be locked. Open the layers list and click its lock icon. |
| I cannot select a layer behind another | Select it in the layers list instead. |
| Text looks different for a second when the design opens | Fonts are still loading. It settles as soon as they arrive. |
| "The design has unsaved or newer changes" | The design was changed elsewhere, perhaps in another tab. Reload the page. |
| I made a mess | ⌘Z steps back. For older states use version history. |
| An uploaded image is refused | Images can be PNG, JPEG, WebP or GIF, up to 10 MB. |
Brands
| Problem | Try this |
|---|
| The scan found the wrong colours or logo | Correct them in the brand kit and save. The scan is a first draft. |
| The scan could not read the site | Some sites block automated readers. Set the brand up by hand. |
| "The Free plan includes 1 brand" | You are at your plan's limit. See Plans and billing. |
| I cannot delete a brand | A brand with designs cannot be deleted. Delete its designs first. |
Publishing
| Problem | Try this |
|---|
| A platform says "Not set up on this server" | That platform is not switched on yet. See Connect social accounts. |
| "Write and save the caption first" | Each platform you post to needs its own saved caption. |
| "…posts need approval before they are scheduled" | The brand requires approval. See Client approvals. |
| "Pick a time in the future" | The date and time are in your own time zone. Check the day. |
| A post failed | See When a post fails. |
| Analytics is empty | It only counts posts published through Soda, and the first numbers arrive about an hour after a post goes out. |
Billing
| Problem | Try this |
|---|
| The plan buttons are greyed out | Only the owner can change the plan. If you are the owner, paid plans may not be switched on for your server yet. |
| I downgraded and something is "over the plan" | Nothing is deleted. You just cannot add more of it until you are under the limit. |
| "A payment did not go through" | The plan stays on while the card is retried. Update the card under Manage billing. |
Still stuck?
Write down what you were doing, the exact message you saw, and the name of the design or brand, and send it to whoever looks after Soda for your team. The exact wording of a message is the most useful thing you can give.
