Troubleshooting & FAQ

Find solutions to common issues and answers to frequently asked questions.

Table of Contents

  1. Common Issues
  2. Frequently Asked Questions
  3. Getting Help

Common Issues

Login and Access Issues

Can't Log In

Symptoms:

  • Password not working
  • Email not recognized
  • Account locked

Solutions:

  1. Verify Email Address:

    • Check for typos
    • Use the email you registered with
    • Check both personal and work emails

  2. Reset Password:

    • Click "Forgot Password" on login page
    • Check email (including spam folder)
    • Follow reset link
    • Create new strong password

  3. Account Not Verified:

    • Check for verification email
    • Resend verification email
    • Check spam folder
    • Contact support if not received

  4. Clear Browser Cache:

    • Clear cookies and cache
    • Try incognito/private mode
    • Try different browser

  5. Check Account Status:

    • Account may be suspended
    • Subscription may be expired
    • Contact support for status

Forgot Which Email I Used

Solution:

  • Try all your email addresses
  • Check email inboxes for Flexilocus messages
  • Contact support with any identifying information

Organization Setup Problems

Can't Complete Organization Onboarding

Common Issues:

Slug Already Taken:

  • Organization slug must be unique
  • Try variations: brand-name, brandname-hq, brandname-official
  • Use numbers: brandname2024
  • Contact support if your brand name is taken

Form Won't Submit:

  • Check all required fields filled
  • Verify website URL format (include https://)
  • Ensure valid email format
  • Try different browser
  • Disable browser extensions

Changes Not Saving:

  • Check internet connection
  • Look for error messages
  • Try refreshing page
  • Clear browser cache
  • Save one section at a time

Upload Failures (Logo/Cover Image):

  • Check file size (< 5MB for logo, < 10MB for cover)
  • Use supported formats (JPG, PNG)
  • Try compressing image
  • Try different image
  • Check internet connection

Subscription and Billing Issues

Credit Card Declined

Reasons:

  • Insufficient funds
  • Expired card
  • Incorrect card details
  • Bank security hold
  • Card doesn't support international transactions

Solutions:

  1. Verify card details correct
  2. Check with your bank
  3. Try different card
  4. Ensure sufficient funds
  5. Contact support if persists

Can't Upgrade Subscription

Check:

  • Payment method added
  • Card not expired
  • Billing address complete
  • Try different payment method
  • Clear cache and retry

Invoice Not Received

Solutions:

  1. Check spam/junk folder
  2. Whitelist billing@flexilocus.com
  3. Download from Billing History
  4. Update email address in settings
  5. Contact billing support

Subscription Not Active After Payment

Steps:

  1. Check confirmation email
  2. Wait 5-10 minutes for processing
  3. Refresh dashboard
  4. Check Subscription page for status
  5. Contact support with payment confirmation

Discovery and Search Issues

No Creators Match My Filters

Solutions:

  1. Broaden Filters:

    • Remove some filters
    • Expand follower range
    • Add more categories
    • Remove location restrictions

  2. Check Filter Logic:

    • Too many restrictions
    • Conflicting requirements
    • Unrealistic combinations

  3. Try Different Combinations:

    • Focus on most important criteria
    • Test one filter at a time
    • Save successful combinations

Can't Find Specific Creator

Reasons:

  • Creator not on platform yet
  • Creator's profile not public
  • Creator hasn't verified
  • Search by wrong name

Solutions:

  1. Search by username/handle
  2. Try platform-specific search
  3. Invite creator to join Flexilocus
  4. Contact support to request creator

Discovery Page Not Loading

Solutions:

  1. Refresh page
  2. Clear browser cache
  3. Check internet connection
  4. Try different browser
  5. Disable ad blockers
  6. Contact support

Collaboration Issues

Creator Not Responding

Timeline:

  • Wait 5-7 days for initial response
  • Creators may be busy
  • May be out of office

Follow-Up Steps:

  1. Send polite follow-up after 5 days
  2. Check if message was delivered
  3. Try alternative contact method (if available)
  4. After 2 follow-ups, consider moving on

Example Follow-Up:

Hi [Creator],

Just wanted to follow up on my message from last week about a potential
collaboration. I know you're busy, so no pressure!

If you're interested, I'd love to chat. If the timing isn't right, no worries.

Best,
[Your Name]

Proposal Stuck in Negotiation

After 3+ Negotiation Rounds:

  1. Assess Progress:

    • Are you getting closer?
    • Is gap closing?
    • Is conversation productive?

  2. Make Final Offer:

    • State it's your best and final
    • Give deadline (48-72 hours)
    • Be prepared to walk away

  3. Consider:

    • May not be good fit
    • Budget incompatible
    • Try different creator

Content Review Taking Too Long

Best Practices:

  • Review within 72 hours
  • Faster if possible
  • Creators waiting on you

If Delayed:

  1. Acknowledge receipt immediately
  2. Provide timeline estimate
  3. Prioritize review
  4. Communicate any delays
  5. Apologize if late

Content Doesn't Meet Requirements

Steps:

  1. Identify Issues:

    • Specific problems
    • Against which requirements
    • Major vs minor issues

  2. Request Revisions:

    • Be specific and clear
    • Provide examples if possible
    • Be constructive not critical
    • Reference agreement

  3. Work Together:

    • Give creator opportunity to fix
    • Be reasonable
    • Allow negotiation
    • Find middle ground

Example Revision Request:

Hi [Creator],

Thanks for submitting the content! Overall it looks great, but I need to
request a few revisions per our agreement:

1. FTC Disclosure: Please add #ad at the beginning of the caption
2. Product Name: It's "EcoBottle" (one word) not "Eco Bottle"
3. Call-to-Action: Can you change the link to our spring sale page instead?

Everything else is perfect! Let me know if you have questions on these changes.

Best,
[Your Name]

Campaign Issues

No Responses to Campaign Invitations

Possible Reasons:

  • Wrong creators targeted
  • Budget too low
  • Timeline too tight
  • Brief unclear

Improve Response Rate:

  1. Personalize invitations
  2. Explain why they're a good fit
  3. Be clear about compensation
  4. Offer reasonable timeline
  5. Follow up once
  6. Try different creators

Too Many Applications to Review

Manage Volume:

  1. Tighten requirements
  2. Close applications early
  3. Use filters in application list
  4. Divide among team
  5. Set clear acceptance criteria
  6. Create scoring system

Campaign Behind Schedule

Get Back on Track:

  1. Identify bottlenecks
  2. Prioritize critical path
  3. Extend deadlines if possible
  4. Add resources (team members)
  5. Parallel process where possible
  6. Communicate with stakeholders

Technical Problems

File Upload Failures

Solutions:

  1. Check file size limits
  2. Verify file format
  3. Stable internet connection
  4. Try compressing file
  5. Try different browser
  6. Contact support

Chat Not Working

Troubleshooting:

  1. Refresh page
  2. Check internet connection
  3. Clear browser cache
  4. Try different browser
  5. Check if creator blocked
  6. Contact support

Notifications Not Working

Check:

  1. Notification settings enabled
  2. Email address correct
  3. Check spam folder
  4. Whitelist email domain
  5. Try re-enabling notifications
  6. Contact support

Dashboard Not Loading

Solutions:

  1. Refresh page
  2. Clear cache and cookies
  3. Update browser
  4. Disable extensions
  5. Try incognito mode
  6. Try different device
  7. Contact support

Frequently Asked Questions

Account and Organization

Q: Can I have multiple organizations?

A: Depends on your use case:

  • Brands: Typically one organization
  • Agencies: May have multiple (contact support)
  • Each organization needs separate subscription

Q: Can I change my organization name?

A: Yes:

  1. Settings > Organization
  2. Click "Edit Organization Details"
  3. Update name
  4. Save changes

Q: Can I change my organization slug?

A: No, slugs are permanent. If absolutely necessary, contact support, but this may affect links and integrations.

Q: How do I delete my organization?

A: Contact support. Requires:

  • All collaborations completed/cancelled
  • Team members removed
  • Subscription cancelled
  • Owner confirmation

Subscriptions

Q: Can I try before paying?

A: Yes! Free plan available:

  • 1 collaboration per month
  • Full creator discovery
  • Test platform features
  • No credit card required
  • Upgrade anytime

Q: What happens if I downgrade mid-month?

A: Downgrade takes effect at end of billing period:

  • Keep current features until period ends
  • Then switch to new plan
  • No refund for unused time
  • Prorated credit for annual plans

Q: Do unused collaborations roll over?

A: Launch plan only:

  • Unused collaborations roll over 1 month
  • Maximum 15 total collaborations
  • Amplify plan has unlimited
  • Free plan: no rollover

Q: Can I pause my subscription?

A: Not directly. Options:

  • Downgrade to Free
  • Cancel and restart later
  • Contact support for special situations

Q: Are there non-profit discounts?

A: Contact support:

  • Verified non-profits may qualify
  • Education discounts available
  • Case-by-case basis

Creators and Discovery

Q: How many creators are on Flexilocus?

A: Growing constantly:

  • Verified creators across all major platforms
  • Multiple niches and sizes
  • New creators joining daily

Q: Can I invite creators not yet on the platform?

A: Coming soon. Currently:

  • Browse existing creators
  • Request creator additions (contact support)
  • Creators can join freely

Q: Do creators see my budget?

A: No:

  • Budget info is private
  • Used for internal tracking
  • Helps with recommendations
  • Not shared with creators

Q: Can creators contact me directly?

A: Only if you allow it:

  • Enable in Discovery Settings
  • Set minimum requirements
  • Control who can reach out
  • Disable anytime

Collaborations

Q: What happens if a creator doesn't deliver?

A: You're protected:

  • Agreement terms enforceable
  • Can cancel collaboration
  • Don't pay until delivered
  • Platform can mediate
  • Contact support

Q: Can I work with same creator multiple times?

A: Absolutely!

  • Encouraged for long-term relationships
  • Start new collaboration each time
  • May negotiate better rates
  • Build partnerships

Q: Do I have to use campaigns?

A: No:

  • Direct collaborations available
  • Campaigns optional
  • Use for organization
  • Not required for platform use

Q: How long does typical collaboration take?

A: Average timeline:

  • Outreach to acceptance: 1-2 weeks
  • Content production: 2-4 weeks
  • Review: 3-7 days
  • Total: 4-7 weeks typically

Pricing and Payments

Q: Do I pay through Flexilocus?

A: Payment handled outside platform:

  • Agree on terms in Flexilocus
  • Payment direct to creator
  • Your payment method
  • Platform facilitates agreement
  • Future: integrated payments possible

Q: What's a fair price for influencer?

A: Depends on:

  • Follower count
  • Engagement rate
  • Platform
  • Content complexity
  • Usage rights
  • See Pricing Guide for benchmarks

Q: Can I negotiate pricing?

A: Yes:

  • Expected and encouraged
  • Respectful negotiation
  • Fair to both sides
  • Find win-win
  • Document agreed terms

Q: Are there hidden fees?

A: No hidden fees:

  • Subscription cost only
  • Creator payments separate
  • No transaction fees
  • No commission on deals
  • Transparent pricing

Legal and Compliance

Q: Who is responsible for FTC compliance?

A: Both parties:

  • Brand must instruct creators
  • Creators must disclose
  • Brand must monitor
  • Both can be held liable
  • Include in agreements

Q: Do I need a contract?

A: Yes:

  • Accepted proposal = contract
  • Legally binding
  • Terms clearly specified
  • Platform facilitates
  • Additional contracts optional

Q: What if content violates our guidelines?

A: You have rights:

  • Request revisions
  • Require compliance
  • Can reject content
  • Withhold payment (if not delivered)
  • Terminate if severe

Q: Can I use creator content in ads?

A: Only if agreed:

  • Must be in usage rights
  • Additional compensation typical
  • Get explicit permission
  • Document in agreement
  • Don't assume

Platform Features

Q: Can I export my data?

A: Yes:

  • Collaboration data
  • Analytics
  • Reports
  • CSV/Excel formats
  • API access (Amplify)

Q: Is there an API?

A: Coming soon:

  • Launch plan: basic API
  • Amplify plan: full API access
  • Custom integrations possible
  • Contact support for details

Q: Can I white-label for my agency?

A: Amplify plan only:

  • Custom branding options
  • Client-facing reports
  • Agency features
  • Contact sales for details

Q: Do you offer training?

A: Yes:

  • Help center documentation
  • Video tutorials (coming soon)
  • Email support
  • Amplify: onboarding sessions
  • Amplify: account manager

Getting Help

Support Contact Methods

Email Support:

Response Times:

  • Free plan: 48 hours
  • Launch plan: 24 hours
  • Amplify plan: 4 hours priority

Live Chat:

  • Available for paid subscribers
  • Business hours: 9am-6pm ET
  • Monday-Friday
  • Access from dashboard

Phone Support:

  • Amplify plan only
  • Schedule call with account manager
  • Technical support available

When to Contact Support

Contact Support For:

  • Account access issues
  • Billing problems
  • Technical bugs
  • Feature questions
  • Platform guidance
  • Dispute mediation
  • Partnership issues

Try Self-Service First:

  • Check Help Center
  • Review FAQs
  • Search documentation
  • Watch tutorials
  • Check system status

What Information to Provide

Include in Support Request:

  1. Account Information:

    • Email address
    • Organization name
    • User ID (if known)

  2. Issue Description:

    • What happened
    • What you expected
    • Steps to reproduce
    • When it started

  3. Technical Details:

    • Browser and version
    • Operating system
    • Screenshots (if relevant)
    • Error messages
    • Collaboration/campaign ID (if applicable)

  4. Impact:

    • Urgency level
    • Blocking work?
    • Deadline concerns?

Example Support Request:

Subject: Unable to Send Proposal in Collaboration #12345

Hello,

I'm having trouble sending a proposal in collaboration #12345 with @CreatorName.

Issue: When I click "Send Proposal", I get an error message "Failed to send proposal" and the proposal doesn't send.

Expected: Proposal should send and creator should be notified.

Steps I took:
1. Created proposal with 2 items
2. Added pricing and timeline
3. Wrote message
4. Clicked "Send Proposal"
5. Error appeared

This started today around 2pm ET. I tried:
- Refreshing the page
- Different browser (Chrome and Safari)
- Clearing cache

System:
- MacOS 13.2
- Chrome 121
- Screenshot attached

This is blocking a time-sensitive campaign. Deadline is in 3 days.

Please help!

Thank you,
[Your Name]
[your@email.com]
Organization: BrandName

Response Time Expectations

Standard Response Times:

  • Free Plan: 48 hours (business days)
  • Launch Plan: 24 hours (business days)
  • Amplify Plan: 4 hours (business days)

For Urgent Issues:

  • Amplify subscribers: phone support available
  • All plans: mark as "Urgent" in subject
  • Critical platform issues: expedited

Follow-Up:

  • If no response in expected time, reply to ticket
  • Check spam folder for responses
  • Look for ticket number in original email

Community Resources

Coming Soon:

  • Community forum
  • User groups
  • Best practice webinars
  • Case study library
  • Template library

Stay Connected:

  • Follow on social media
  • Subscribe to newsletter
  • Platform updates blog
  • Feature announcements

Common Error Messages

"Subscription limit reached"

  • Meaning: Hit collaboration limit for your plan
  • Solution: Upgrade plan or wait for period reset

"Payment method required"

  • Meaning: No valid payment method on file
  • Solution: Add payment method in Settings

"Invalid file format"

  • Meaning: File type not supported
  • Solution: Convert to supported format (JPG, PNG, PDF, etc.)

"Organization not found"

  • Meaning: Organization setup incomplete or error
  • Solution: Complete onboarding or contact support

"Unauthorized access"

  • Meaning: Don't have permission for action
  • Solution: Check role permissions or contact organization owner

Additional Resources

Can't find what you're looking for? Contact support - we're here to help!