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Onboarding: Common Issues

Quick help during onboarding

Here you'll find the most common onboarding issues — and what you can check yourself in 1–2 minutes before contacting support.

Quick check (almost always the cause)

Before going into detail:

  • Are you in the right workspace?
  • Do you have the right permissions/roles (e.g. to connect accounts or invite members)?
  • Have you reloaded the page (refresh) and, if needed, logged in again?

Social media accounts won't connect

Typical symptoms

  • Login window doesn't open
  • Login works, but the account isn't shown as "connected"
  • Permissions were declined/canceled

Quick fixes

  1. Check your pop-up blocker / browser settings (the login window must be allowed to open).
  2. Make sure you have the right login credentials at hand.
  3. Restart the connection process and confirm all permissions.
  4. If you have multiple accounts: make sure you're actually logged into the right platform account.

After onboarding (management in the settings)

  • Go to Settings → Workspace → Social Media Accounts
  • Check whether the account appears under Connected

Here you'll find a guide on how to add your social media channels.

2) Account is connected, but data is missing in Insights

Typical symptoms

  • Insights seem incomplete
  • certain metrics are missing

Important context

  • Many platforms deliver data with a delay or not for every post type.
  • Right after connecting there can be a short sync delay.

Quick fixes

  1. Wait a moment after connecting and reload the page.
  2. Check the time period in Insights (e.g. 30/90 days or custom).
  3. Check the account and, if needed, the platform filter.
  4. Open a post in the post details to check whether values are available there.

Help pages:

3) "I can't add accounts / can't see any settings" (roles & permissions)

Typical symptoms

  • Buttons are missing (e.g. "Add account", "Invite members")
  • you don't see certain menu items

Quick fixes

  1. Check whether you're in the right workspace.
  2. Check your role in the workspace.
  3. If you use an organization, note the difference:
    • Organization members are not automatically workspace members.
    • Workspace members, however, are organization members.

Help page:

4) Company info/brand context seems "not right"

Typical symptoms

  • Tone/brand voice doesn't fit yet
  • suggestions feel generic

Quick fixes

  1. In addition to your website, add a brand document if possible (CI guideline/brand book/booklet).
  2. Check whether your goals are set correctly (they influence recommendations).

Help pages:

5) Team invitation doesn't work / person doesn't get into the workspace

Quick fixes

  1. Check whether the email address is correct.
  2. Check whether the person was invited as a workspace member (not just into the organization).
  3. Check whether the invitation may have landed in their spam folder.

Help page:

Support (if it still doesn't work)

When you write to us, this helps us solve it quickly:

  • affected platform (e.g. Instagram, TikTok …)
  • whether it happens during onboarding or in Settings → Social Media Accounts
  • a screenshot of the error message
  • rough time of occurrence (date/time)

Support: support@knowyourchat.de

✅ Quick Start: 1) Check connection/status in Social Media Accounts → 2) Check time period/filters in Insights → 3) Check roles/permissions.

Related pages

Need personal help? Email us at support@knowyourchat.de