Troubleshooting
The most common problems and how to fix them. If yours is not here, write to support with what you did and what you saw.
“This needs an active Creaton subscription”
Your subscription is not active (or has lapsed). Open Billing & wallet, top up if needed, and subscribe. If you just paid by transfer, the wallet is credited once we check the receipt.
A post failed or was partly published
- Open the post — each account shows the reason the network gave.
- Token expired / needs reconnecting: reconnect the account on Accounts, then Retry failed.
- Too long / too many images / needs an image or a video: edit a copy of the post (Duplicate) to fit that network.
- Subscription not active: renew, then retry.
Facebook says no Pages were shared
Connect again and tick at least one Page on the Pages screen. You must be an admin of the Page.
Instagram refuses every request
The account is personal. Switch it to a Business or Creator account in the Instagram app, then connect again.
Telegram: “bot is not an administrator”
Add the bot to the channel or group as an administrator with permission to post messages, then connect again.
Video Wizard
- “This HTML has no MersalVideo render hook”: the scenes file was not made from the step 1 brief. Generate it again with the brief.
- “Your wallet is short”: top up in another tab, then press Render again — your scenes and voice stay loaded.
- “The renderer is offline”: your job is queued and starts when the renderer is back. Nothing is charged twice.
- Stopped: the real length costs more than your wallet holds: the video was longer than its preview. The hold is refunded; top up and render again.
Payments
- Paid but no balance: refresh Billing after a minute. Still missing after 15 minutes? Email support with the time and amount.
- Transfer under review for long: transfers are checked by hand during working hours. Make sure you uploaded the receipt.
I cannot sign in
Try another sign-in method linked to the same account (for example email instead of WhatsApp). If your account was suspended, the sign-in page says so.