FAQ & Troubleshooting

Common questions and solutions for issues you may encounter on Ace Influence.

Account & Login

I didn't receive a verification email

• Check your spam or junk folder.
• Make sure you entered the correct email address during registration.
• Wait a few minutes — email delivery may be delayed.
• If the email still hasn't arrived, try requesting a new verification email from the login page.

I forgot my password

1. Go to the login page.
2. Click Forgot password.
3. Enter your email address.
4. Follow the instructions in the password reset email to set a new password.

I can't find my organization

• If you're joining an existing organization, ask the Owner or Admin to invite you.
• If your organization uses a company email domain, it may appear automatically in Discover Organizations during organization setup.
• If you need to create a new organization, click Create Organization after signing in.

Campaigns

My campaign brief analysis is stuck on "Processing"

Brief analysis typically completes within 30 seconds to 2 minutes. If it remains in "Processing" status:

• Refresh the page and check again.
• For large PDF files or complex URLs, analysis may take longer.
• If the status shows Error, see the troubleshooting tips for common causes and solutions.
• Try re-uploading the brief if the status doesn't change after a few minutes.

Can I delete a campaign?

Campaigns cannot be permanently deleted. Instead, archive the campaign to hide it from your active campaign list. Archived campaigns and their associated data are preserved and can be restored.

Creators

Creator import failed or shows errors

When importing creators:

• Ensure your file is in the correct format (CSV).
• Check that required fields (e.g., handle, platform) are present.
• Look at the error summary — it will indicate which rows failed and why.
• Duplicate creators (same platform + handle) are automatically detected and skipped.

Creator Radar returns no results

• Broaden your search criteria — Try fewer filters or a wider audience range.
• Check the platform selection — Make sure you selected the correct social media platform.
• Try different keywords — Use broader niche terms or synonyms.
• See Creator Radar tips for more guidance.

What does the AI Validator "Flagged" result mean?

A Flagged result means the AI detected some concerning metrics but they are not definitive. The creator may still be a good collaboration partner — review the specific flags in the validation report before deciding. Common flags include uneven engagement patterns or rapid follower growth, which may or may not indicate issues.

Outreach & Email

My emails are not being delivered

• Verify your email integration is active under Settings > Integrations.
• Check if you have remaining email quota for the current billing period.
• If using a custom domain, ensure your DNS records (SPF, DKIM, DMARC) are properly configured.
• Review the individual email status on the Bulk Send detail page for specific failure reasons.
• If you see many "Bounced" emails, your creator email data may be outdated — consider re-validating email addresses.

What is email quota and how does it work?

Email quota is the number of outreach emails your organization can send per billing period. It is determined by your subscription plan and can be supplemented by purchasing credits.

• Monthly quota resets at the start of each billing period.
• Daily cap limits how many emails you can send per day. When reached, remaining emails queue for the next day. See Daily email cap.
• Bulk sends consume quota for each recipient.
• Individual drafts each consume one unit of quota.
• Replies in the Inbox do not consume quota.
• Bounced/failed emails still count toward quota (they were sent from the system's perspective).
• Skipped emails (unsubscribed creators) do not consume quota.

Check your remaining quota on the subscription page.

How do template variables work?

Reply Templates support variable placeholders that are automatically replaced with actual values when the email is sent. Variables use double curly brace syntax:

Variable	Replaced with	Example output
	Creator's display name	"Sarah Johnson"
	Creator's social handle	"@sarahj_beauty"
	Campaign name	"Summer Beauty Launch"
	Your organization name	"Acme Brands"

TIP

Preview your email in the Bulk Send wizard (Step 4) to verify that all variables resolve correctly before sending. If a variable name is misspelled, it will appear as-is in the sent email (e.g., the literal text ).

What do the different email statuses mean?

Each outreach email goes through multiple statuses. The key ones to watch:

• Sent — Email was accepted by the recipient's mail server (does not guarantee inbox delivery).
• Delivered — Email confirmed in the recipient's inbox.
• Opened — Recipient opened the email (tracked via pixel; not 100% accurate).
• Bounced — Email rejected by the mail server (usually invalid address).
• Skipped — Creator has unsubscribed from your emails.

See the full list of statuses in the Glossary.

What does "Resolving" mean during a bulk send?

During the Resolving stage, the system looks up and validates email addresses for each creator in your recipient list. Creators without a valid email are excluded and marked as "Invalid" in the recipient details.

Collaborations

What's the difference between a "Collaboration" and an "Offer"?

They are the same concept. The documentation uses "collaboration" to describe the partnership, while the platform interface and URLs may use "offer" (e.g., Collaborations). See the Glossary for details.

What happens when I cancel a collaboration?

When you cancel a collaboration, you must provide a reason. The collaboration moves to Cancelled status and cannot be re-opened. If you need to collaborate with the same creator again, create a new collaboration.

Cancellation reasons include: Creator declined, Creator unresponsive, Budget cut, Campaign cancelled, or a custom reason.

Can I edit a collaboration after sending it?

You can update collaboration details while the collaboration is in Pending or Negotiating status. Once a collaboration moves to Fulfilling or Completed, the terms are locked.

Tracking & Analytics

Why don't I see any tracking data?

Tracking data appears after content has been published and linked to a campaign:

1. The creator must have an active collaboration in Fulfilling or Completed status.
2. Published content must be linked to the campaign through the creator's collaboration.
3. Metrics may take up to 24 hours to populate as data is collected from social platforms.

What metrics are tracked?

See the full list of tracked metrics on the Post Performance page. Key metrics include views, likes, comments, shares, saves (Instagram/TikTok), engagement rate, and click-throughs.

How does attribution tracking work?

Ace Influence supports four attribution methods: keyword matching, hashtag tracking, URL tracking (UTM parameters), and manual attribution. Each detected match goes through a Pending → Confirmed → Rejected workflow before being counted in your analytics.

AI Features

The AI Assistant gave an inaccurate response

The AI Assistant provides suggestions based on your data and general knowledge. Responses may occasionally be inaccurate. You should:

• Verify important information before acting on AI suggestions.
• Provide more context in your prompts for better results.
• Report persistent issues via a support ticket.

All AI outputs are recommendations — the AI does not take actions without your confirmation.

I've run out of AI usage

AI feature usage is tied to your subscription plan and credits. If you've reached your limit:

• Purchase additional credits for immediate access.
• Wait for your quota to reset at the start of the next billing period.
• Upgrade your subscription plan for a higher AI usage allowance.

AI usage is metered by token consumption — longer conversations use more tokens.

Billing & Subscription

How do I upgrade my plan?

1. Go to Settings > Subscription.
2. Click Upgrade or select a new plan.
3. Complete the checkout through Stripe.
4. Your new plan takes effect immediately.

How do credits work?

Credits are shared across your organization and provide additional capacity beyond your plan's base limits. Credits are consumed automatically when your plan quota is exhausted. They do not expire as long as your subscription remains active. See Credits for full details.

Can I get a refund?

Contact the support team via a support ticket for billing inquiries including refunds. Include your subscription details and the reason for the request.

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Still need help?

If your question isn't answered here, submit a support ticket or ask the AI Assistant for help.