Troubleshooting

#"Insufficient credits"

Your balance can't cover the action — nothing was charged. Check your balance under your name at the bottom of the sidebar, then upgrade or wait for your monthly refill. See Credits.

#Generation failed

Occasional generations fail — the placeholder post shows the reason in red, with an × to dismiss it. Try again; if it keeps happening with one template, check that the template's slot descriptions aren't empty and, for a template that features your product, that the project's brand is set up on its Overview tab. If credits were deducted for a failed run, contact us.

#"This TikTok post has no slideshow images" / "This Instagram post has no photos"

Template import only works with photo posts — TikTok photo carousels and Instagram photo or carousel posts. Videos and reels can't be imported. Find a carousel version of the content you like, or build the layout from scratch.

#The TikTok popup never finishes

• If your browser blocked the popup, allow popups for viral.garden and try again — or let the fallback full-page redirect complete.
• The authorization window times out after 10 minutes; restart the link flow if it sat open too long.

#TikTok publishing is blocked in the dialog

The Publish button stays disabled until TikTok's rules are satisfied:

• Pick a privacy level (Who can view this post).
• If Disclose photo content is on, check Your brand and/or Branded content.
• Branded content can't be combined with Only me privacy.

#"This automation's TikTok account isn't linked anymore"

The account's authorization lapsed or was revoked. Open the automation's settings (gear icon) and re-link the TikTok account; queued posts resume publishing on the next cycle.

#A scheduled post published late

Automations publish on a 10-minute cycle, so a post can go live up to ~10 minutes after its slot. That's normal.

#"Couldn't process this HEIC image"

Rarely, an iPhone HEIC file can't be converted. Export it as JPEG or PNG (or screenshot it) and upload that instead. Uploads cap at 10 MB.

#My upload was rejected

• "File too large (max 10 MB)" — compress or resize the image.
• "Unsupported or unrecognized image format" — use PNG, JPEG, WebP, or HEIC. The server checks actual file contents, so renaming the extension won't help.

#An automation shows "Not Started"

It has no TikTok account linked — posts are generating and queueing, but nothing publishes. Open its settings (gear icon) and link an account. See Automations.

#Posts are missing from Analytics

Analytics only covers TikTok posts published through Viral Garden, and an account whose TikTok authorization expired drops out until re-linked. Drafts appear once you finish posting them in the TikTok app.

#Still stuck?

Contact us with what you were doing and any error text — we'll dig in.