Troubleshooting

Find your area below. If nothing here helps, contact support and include your workspace name, the page you were on and the exact message.

Access and sign-in

“This invite link is invalid or has expired.” Invite links work once and last 7 days. Ask the workspace owner for a new one, or sign up without it and create your own workspace. See Sign-in and security.

“Incorrect email or password”, but I am sure it is right. That message covers several problems: too many attempts (wait a minute), a Google-only account (use Sign in with Google or Forgot password?), or being removed from the workspace.

My password reset email never arrived. Check spam, and request it only once: you can ask for 3 an hour. The link lasts 30 minutes and works once.

I invited someone and they cannot join. Invites work once and expire after 7 days. If you did not type an email when creating the invite, send the link yourself: https://app.svay.ai/invite/<code>. See Team and roles.

I cannot see Creative Space, Email, Ads or Context in the sidebar. Those items need the editor role. Ask an owner to change yours.

My authenticator code is rejected. Sync your phone’s clock, or choose Send a code to your email instead. There are no backup codes.

Videos and runs

I cannot find my runs. There is no Runs item in the sidebar. Open a video from Creative Space → Recent work, or a post from Performance. See Runs.

My run has been Waiting for ages. It is waiting for you to approve the quoted cost. Open it and approve.

My run failed. Press Retry. It keeps the finished steps and restarts from the one that failed. If it keeps failing, change the brief and start a new video.

Retry gives an error on a cancelled run. Cancelled runs cannot be retried. Start a new video.

I cannot start a video: “up to 3 content jobs in progress at once”. Wait for one to finish, or cancel one.

“That needs N credits and you have M.” Buy credits or choose a shorter video. See Credits and billing.

Create project is disabled. The line under the button names the missing title, avatar or voice. See Create a video.

I want to change the video’s length. Use Approximate duration on the setup form (0:15 to 1:30) or ask for a length in the brief. It guides the script and is not a hard cap.

“This video cannot be edited here.” Videos delivered to you by the Svay team can be approved and published but not edited.

“Editing isn’t available for videos made with an earlier version.” Make a new video.

Images and text

A frame shows Failed. Press Retry this frame. See Images and carousels.

The image Publish button is disabled. A frame failed. Retry it first.

“Approve the text draft before publishing.” The draft is over the channel limit or not approved. Shorten it. See Text posts.

svay and Context

svay says it cannot do something I know it can. Its actions depend on the surface you are on. See Home and svay.

svay keeps getting a fact wrong. Add a correction rather than repeating it in chat.

svay ignores a document I uploaded. Check the document’s label in All sources. Metadata only or “No retrievable text was extracted” means Svay cannot read it. See Context.

A banner says Svay is ignoring some of my saved text. A saved field reads like an instruction to the assistant. Rewrite it as plain description.

I cannot create my avatar. The photo must be a PNG or JPEG up to 20 MB. A new avatar can take a minute: reopen the picker. See Presenters.

Publishing and calendar

I cannot publish to a platform. Check Integrations: the account must be connected, and some platforms need you to Choose account first. See Supported channels.

An account says it needs reconnecting. Its access expired. Press Reconnect. This happens periodically on every platform.

My LinkedIn post went to my profile, not my company page. Open Manage on the LinkedIn card and choose the page.

“svay cannot publish video to (platform) yet.” Video publishing through scheduling covers YouTube, X, Instagram and Facebook.

A video shows Processing on the Calendar. Its final file is being produced from your approved draft. If it fails, press Retry processing.

I cannot drag a calendar card. Only drafts, queued and scheduled items move. External and published items are fixed.

Performance and engagement

A metric is blank or zero. The platform may not have reported yet, or may not share it. LinkedIn counts about once a day. X never shares results. See Performance.

I see Reply but it fails. Replying needs the editor role.

Email

My scheduled campaign did not go out. Svay processes scheduled sends about every five minutes. Allow for that, and if it is still Scheduled well after the time, contact support.

My automation seems slow. Steps are processed about every five minutes, so waits are approximate.

“Fix what svay found before sending.” The pre-send check found a problem. Open it and follow the advice, and add a physical mailing address in Email settings. See Build a campaign.

An imported contact is not getting emails. Check their status. Unsubscribed and Cleaned contacts are never mailed, and importing does not re-subscribe them. See Contacts and import.

My form page or embed does not load. The form must be published. If it is, contact support. See Forms.

Credits, billing and team

“Team limit reached, including pending invitations.” Revoke an invite or deactivate a member. See Team and roles.

“This feature is not included in your active plan.” Ads and meetings need the Pro or Enterprise plan.

I cannot see billing. Billing is owner-only.

My top-up has not appeared. Credits arrive when payment clears. Wait a minute and reload.

Settings

My notification preferences do nothing. They are not connected yet and only save in your browser. See Settings.

I need to delete my account or workspace, or export my data. Not available in the app yet. Contact support.