Troubleshooting & FAQ

Find solutions to common issues and answers to frequently asked questions about using Flexilocus as a creator.

Common Issues

Login Issues

Can't Log In

Problem: Unable to access your account

Solutions:

  1. Check your email and password

    • Ensure you're using the correct email address
    • Check for typos
    • Remember passwords are case-sensitive

  2. Reset your password

    • Click "Forgot Password" on login page
    • Enter your email address
    • Check inbox for reset link
    • Check spam/junk folder
    • Follow link to create new password

  3. Clear browser cache and cookies

    • Clear your browser's cached data
    • Try logging in again
    • Try a different browser

  4. Check if account is verified

    • Verify your email address if you haven't already
    • Look for verification email in inbox/spam

Email Not Recognized

Problem: "Email not found" error

Solutions:

  • Verify you're using the email you signed up with
  • Check if you used social login (Google) instead
  • Try social login options
  • Contact support if you can't remember which email you used

Account Locked

Problem: "Account locked" or "Account suspended" message

Solutions:

  • Check email for notifications about why account was locked
  • Review Terms of Service for potential violations
  • Contact support immediately to resolve
  • Provide any requested verification documents

Channel Verification Problems

Channel Stuck in "Pending" Status

Problem: Channel verification taking too long

Solutions:

  • Wait 48-72 hours for normal processing time
  • Check that all information is accurate
  • Ensure channel URL is correct and accessible
  • Verify your Flexilocus profile name matches or links to channel
  • Contact support if pending for more than 5 business days

Channel Verification Rejected

Problem: Channel was not approved

Solutions:

  1. Read the rejection reason

    • Check the admin notes/feedback
    • Understand what needs to be fixed

  2. Common rejection reasons and fixes:

    • Can't verify ownership: Add Flexilocus mention in channel bio temporarily
    • Incorrect information: Update follower counts, URL, or handle
    • Inactive channel: Post new content to show activity
    • Inappropriate content: Review content guidelines

  3. Resubmit after fixing:

    • Edit channel information
    • Correct any errors
    • Add clarification in notes
    • Resubmit for verification

Can't Add Channel

Problem: Error when trying to add channel

Solutions:

  • Check that channel isn't already added
  • Verify all required fields are filled out
  • Ensure channel URL is in correct format
  • Try different browser
  • Clear cache and try again
  • Contact support if error persists

Integration Errors

YouTube Integration Won't Connect

Problem: Can't connect YouTube channel

Solutions:

  1. Check browser settings

    • Allow pop-ups for Flexilocus
    • Enable cookies
    • Try different browser

  2. Google account issues

    • Make sure you're logged into correct Google account
    • Disconnect from any other Flexilocus accounts first
    • Try incognito/private browsing mode

  3. Authorization issues

    • Clear and retry authorization
    • Revoke Flexilocus access in Google settings and reconnect
    • Ensure YouTube channel is active and accessible

Instagram Won't Connect

Problem: Instagram integration failing

Solutions:

  • Instagram must be Professional (Creator or Business) account
  • Convert from Personal to Professional in Instagram settings
  • Make sure you're logged into correct Instagram account
  • Try connecting via Facebook if Instagram is linked to Facebook page
  • Clear browser data and retry

Integration Disconnected

Problem: Previously connected integration stopped working

Solutions:

  • Reconnect the integration
  • Check if platform credentials changed
  • Verify platform account is still active
  • Review permissions granted
  • May need to disconnect and reconnect fresh

Upload Failures

Profile Picture Won't Upload

Problem: Error when uploading profile picture

Solutions:

  • Check file size (must be under 5MB typically)
  • Ensure file format is supported (JPG, PNG, WebP)
  • Try resizing image to smaller dimensions
  • Compress image if too large
  • Try different file format
  • Use different browser

Cover Image Upload Issues

Problem: Storefront cover image won't upload

Solutions:

  • Recommended size: 1920x1080 pixels
  • Maximum file size: 10MB
  • Supported formats: JPG, PNG, WebP
  • Compress large files
  • Try different image

Content File Upload Problems

Problem: Can't upload video or image drafts in collaboration

Solutions:

  • Check file size limits
  • Large videos: Use Google Drive, Dropbox, or WeTransfer
  • Share link in chat instead of uploading directly
  • Compress video files if possible
  • Check internet connection
  • Try uploading in chunks or smaller files

Notification Issues

Not Receiving Email Notifications

Problem: Missing important emails from Flexilocus

Solutions:

  1. Check spam/junk folder

    • Look for Flexilocus emails there
    • Mark as "Not Spam"
    • Add Flexilocus to safe senders list

  2. Verify email address

    • Confirm email is correct in settings
    • Verify email address if not already done

  3. Check notification preferences

    • Go to Settings → Notifications
    • Ensure email notifications are enabled
    • Check that specific notification types are turned on

  4. Email provider issues

    • Some providers aggressively filter automated emails
    • Try adding different email address
    • Contact your email provider

Too Many Notifications

Problem: Overwhelmed by notifications

Solutions:

  • Adjust notification preferences
  • Switch to daily digest instead of real-time
  • Disable non-critical notification types
  • Set quiet hours
  • Keep only essential notifications enabled

Frequently Asked Questions

Account-Related Questions

Q: How do I change my username?

A: Go to Settings → Profile, find the username field, enter your new username, and save. Note: Username changes may be limited (e.g., once per 30 days) and will change your storefront URL.

Q: Can I have multiple accounts?

A: Typically, one account per person/brand is recommended. If you manage multiple distinct creator brands, contact support to discuss your situation.

Q: How do I delete my account?

A: Go to Settings → Account → Delete Account. Complete any active collaborations first, as deletion may be permanent.

Q: What happens to my data if I delete my account?

A: Your public profile and storefront are removed. Some data may be retained for legal/compliance purposes. Download your data before deletion if needed.

Q: Can I change my registered email?

A: Yes, go to Settings → Account → Email Address. You'll need to verify the new email before it becomes active.

Collaboration Questions

Q: How do I know if a brand is legitimate?

A: Research the brand online, check their website and social media, look for reviews, verify company information. Trust your instincts—if something feels off, it probably is.

Q: What should I charge for my services?

A: Pricing depends on your audience size, engagement rate, platform, content type, and niche. Research market rates, consider your costs and time, and don't undersell yourself. Starting range: $10-100 per 1,000 followers, but varies widely.

Q: Can I negotiate brand proposals?

A: Absolutely! Negotiation is expected. If a brand's initial offer is too low or terms aren't ideal, send a professional counter-proposal with justification.

Q: What if a brand asks me to work for free or "for exposure"?

A: Unless it's a brand you genuinely love and would promote anyway, or a legitimate non-profit, you should be compensated for your work. "Exposure" doesn't pay bills. Politely decline or ask for monetary compensation.

Q: How many revisions should I include?

A: Industry standard is typically 1-2 rounds of revisions. More than that should be negotiated separately. Be clear about revision policy in your proposals.

Q: What are usage rights and how should I price them?

A: Usage rights define how brands can use your content. Organic posting only (base price). Brand can repost (+20-30%). Paid advertising use (+50-100%). Exclusive rights (+100-200%). Always clarify usage rights in contracts.

Q: Can I work with competing brands?

A: Check your contracts for exclusivity clauses. Without exclusivity agreements, you can work with competitors, but space them out and be transparent with both brands.

Q: What if I can't meet a deadline?

A: Contact the brand immediately, explain the situation, propose a new timeline, and offer solutions. Most brands are understanding if you communicate proactively.

Payment Questions

Q: When do I get paid?

A: Payment terms vary by collaboration. Common options: 50% upfront/50% upon completion, payment after content approval, Net-30 (30 days after invoice). Always clarify payment terms before starting work.

Q: What if a brand doesn't pay?

A: Follow up politely with reminders. If payment is significantly late, send formal notice. Escalate to platform support or consider legal options for large amounts.

Q: Do I need to pay taxes on my earnings?

A: Yes, influencer income is taxable. Keep records of all earnings, report on your tax return, consider quarterly estimated payments. Consult a tax professional. In the US, platforms issue 1099-NEC for earnings over $600/year.

Q: Are there fees for using Flexilocus?

A: Check current fee structure. Platforms typically charge service fees (often 10-20%) on transactions. Fee structure should be transparent in your account settings.

Q: How do I invoice brands?

A: Create professional invoices with unique invoice numbers, detailed services, your business information, payment terms, and due date. Platform may provide automated invoicing features.

Technical Questions

Q: What file formats are supported for uploads?

A: Images: JPG, PNG, GIF, WebP. Videos: MP4, MOV. Documents: PDF, DOCX. Check specific file size limits for each upload type.

Q: Can I use Flexilocus on mobile?

A: Check if there's a mobile app or if the website is mobile-responsive. Some features may work better on desktop.

Q: What browsers are supported?

A: Modern browsers like Chrome, Firefox, Safari, and Edge. Always use the latest version for best performance.

Q: Is my data secure?

A: Reputable platforms use encryption, secure servers, and follow data protection regulations. Review the privacy policy for details.

Q: Can I export my data?

A: Check Settings for data export options. GDPR and similar regulations often require platforms to provide data export functionality.

Policy Questions

Q: Can I promote any product or service?

A: You should only promote products you genuinely support or believe in. Avoid promoting anything illegal, harmful, or against platform policies. Check FTC guidelines and platform rules.

Q: What happens if I violate Terms of Service?

A: Depending on severity: warning, temporary suspension, or permanent ban. Review ToS carefully and contact support if you have questions.

Q: Do I own the content I create?

A: You typically own the content, but grant usage rights to brands per your agreement. Always clarify ownership and usage rights in contracts.

Q: Can brands use my content in ads without extra payment?

A: Not unless you've granted those rights. Paid advertising use should be negotiated and compensated separately from organic posting rights.

Q: What if a brand wants exclusivity?

A: Exclusivity should be compensated significantly (often 2-3x standard rates or more). Clarify exact terms: how long, which competitors, all platforms or specific ones.

Getting Help

Support Contact Methods

Email Support:

Help Center:

  • Browse comprehensive documentation (you're here!)
  • Search for specific topics
  • Step-by-step guides
  • Video tutorials (if available)

Contact Form:

  • Submit support requests through website
  • Fill out required information
  • Select appropriate category
  • Describe issue in detail

In-App Chat (if available):

  • Look for chat widget in bottom right
  • Real-time support during business hours
  • Quick questions and troubleshooting

When to Contact Support

Do Contact Support For:

  • Account access issues
  • Technical bugs or errors
  • Billing/payment problems
  • Verification issues after waiting period
  • Policy clarification
  • Feature requests
  • Reporting abuse or violations

Try Self-Help First For:

  • How-to questions (check help center)
  • Common issues (check troubleshooting section)
  • General information (check FAQ)
  • Navigation questions (explore platform)

What Information to Provide

Essential Information:

  • Your account email or username
  • Detailed description of the issue
  • Steps to reproduce the problem
  • What you expected to happen vs. what actually happened
  • Screenshots or screen recording (if applicable)
  • Browser and operating system information
  • Any error messages received

Example Support Request:

Subject: Channel Verification Issue - YouTube Channel Stuck in Pending

Account: username@email.com
Username: @creatorname

Issue: My YouTube channel has been pending verification for 7 days 
without update.

Channel Details:
- Platform: YouTube
- Handle: @mychannel
- Submission Date: [date]
- Current Status: Pending

I've verified that:
- All information is accurate
- Channel URL is correct
- Channel is active and public
- Profile information matches

Screenshots attached showing:
1. Pending status in my dashboard
2. Channel URL proving it's accessible

Could you please check on the status and let me know if additional 
information is needed?

Thank you!

Response Time Expectations

Typical Response Times:

  • Critical issues (account access, payment): 24-48 hours
  • General support: 2-5 business days
  • Feature requests: Acknowledged but no timeline guarantee
  • Complex issues: May require multiple exchanges

Follow-Up:

  • Wait appropriate time before following up
  • Check spam folder for replies
  • Provide requested information promptly
  • Be patient and courteous

Community Resources

Creator Communities (if available):

  • Forums or discussion boards
  • Social media groups
  • Discord or Slack communities
  • Peer support and advice

Educational Resources:

  • Blog articles
  • Webinars
  • Tutorial videos
  • Best practices guides
  • Industry insights

Still Need Help?

If you can't find the answer to your question:

  1. Search the Help Center → Use search function to find specific topics
  2. Check Other Sections → Answer might be in a different documentation page
  3. Contact Support → Reach out with detailed information about your issue
  4. Join Community → Ask fellow creators for advice and support

We're here to help you succeed on Flexilocus!