Troubleshooting

Find your problem below. Each entry tells you what you see, why it happens and how to fix it.

I can’t see a menu item or a button

What you see: a menu item from this guide is missing, a button is greyed out, or a page says “Not available to your role”.

Why: one of three things decides what you see: your role’s privileges, whether your agency uses that module, and your plan.

Fix: ask an administrator to check your role in Team users and its privileges in Roles and permissions. In Digital Marketing, also check which workspaces you can access.

My invitation has expired

What you see: the link in your invitation email no longer works.

Why: team invitations work for 72 hours.

Fix: ask the administrator who invited you to send a new invitation from Team users. Clients use How clients sign in.

A social account says Access lost

Why: the platform ended AgencyOS’s access, for example because the password changed, access expired or permission was removed.

Fix: click Reconnect on Social accounts and sign in again with an account that manages the profile. Posts waiting for it continue by themselves.

A post failed, wasn’t confirmed or needs manual publishing

• Publishing Failed: read the reason on the post, fix it (often the media or the connection), then click Retry publishing.
• Needs Publishing Review: the platform didn’t confirm the result. Check the client’s profile, then confirm or retry from the publishing queue.
• Manual Publishing Required: this format can’t be published automatically. Post it by hand, then click Mark as published.

See Publishing.

An import skipped some rows

Why: rows with missing required values, unknown names or values AgencyOS doesn’t accept are skipped; the rest are imported.

Fix: read the report shown after the import, correct those rows in your file and import them again. See Import Center and CSV templates.

I reached a plan limit

What you see: a banner saying the plan limit is reached, for example “You are using 3 of 3 team users”.

Fix: click View upgrade options to move to a bigger plan, or free up space, for example by archiving people who left. See Plans and limits.

The agency’s account is past due or restricted

• Payment past due: update the payment method before the date shown to avoid restrictions.
• Account restricted for non-payment: publishing and other changes are paused until the balance is settled. If it stays unresolved, the agency moves to the Free plan on the date shown.

Fix: people who manage billing click Update payment method. Everyone else asks an administrator. See Plan and billing.

A client can’t sign in to the portal

• Check that the client has portal access and that their invitation was accepted. Resend the invitation from Clients if needed.
• Make sure they use the client portal address, not the agency sign-in page.
• A client who only needs to approve a post can use a public approval link instead.

I see “Access unavailable”

Message	What to do
Your account is not active	An administrator suspended or archived your account. Ask them to restore it.
This workspace is not active	The agency account was deactivated. Contact your administrator.
No workspace assigned	Ask an administrator to give you access to a workspace.
Your IP address is not allowed	Your agency only allows certain networks. Connect from an allowed network or ask an administrator to add your address.
You are not authorized here	You signed in to the wrong application. Sign out and use the correct address.

A section says it couldn’t load

Click Try again. The rest of the page keeps working. If it keeps failing, refresh the page or sign in again.

Still stuck?

Use Contact support at the bottom of every page in this guide. Tell us what you were doing, what you expected and what you saw, and include a screenshot. Never send passwords.