Troubleshooting
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When you try to open an invite link from a partnering brand or agency, you will either be required to log in to your Creator Dashboard using a username and password combination or complete an extra email verification before you can access secure pages, such as your:
- Link Accounts page
- Campaign Details page
- Payment Onboarding page
- Onboarding Questionnaire
This step helps us ensure that we're keeping your personal information safe!
How does 2-step email verification work?
- A partnering brand or agency sends you a link via email or DM
- When you click on this link, you'll be directed to the below page letting you know that an access link has been sent to the email address that is stored on file for you:
- You can either can use the access link from the verification email, or copy and paste the access code to the verification page above
- Once verification is complete, you'll be automatically directed to the relevant page to complete the task requested by your partnering brand or agency
- Once you've verified your identity on a device, you'll be able to skip the 2-step email verification process for the next 24 hours. If you try opening the invite link from a different device, or after the 24 hours have passed, you'll be prompted to complete verification again.
What do I do if I can't get a verification code?
If you're having trouble completing the 2-step email verification, here are a few things you can try:
- Check the email address on file: When you open an invite link, you should be able to see a partially redacted version of the email that your partnering brand or agency has on file for you. If you do not recognize the email or no longer have access to that email inbox to retrieve your access link, please reach out to your Campaign Manager to have your email address updated.
- Check your spam or junk folder: If the email address looks correct, but you haven't seen your verification email come through, try checking your Spam or Junk folder - there's always a chance the email wasn't sorted correctly!
- Request a new access link: You can click Didn't get it? Resend the access link button on the verification page to request a new access link. Note that each access link expires after 10 minutes. Note that there is a maximum number of times that you can request a new access link within an hour. If you've reached this maximum, we recommend waiting for an hour and trying again later.
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If your information has changed, and you need to update your name, username, address or any other personal details in your CreatorIQ profile, you can follow the below steps.
📝 Note
Following the steps in this article will update the information associated with your profile, but will not update your payment information. If you need to update your payment address, you'll need to re-submit your payment information instead.
How to change your personal details:
- Click on your profile photo in the top right corner of your dashboard, and select My Profile.
- Under General Info, you'll see the current information stored on your profile. To make changes, simply update this information with your new name, username, address or any other information.
- Note that if update your address on this page, this will not update your payment address. To update your payment address, you'll need to re-submit your payment information!
- Note that if you update your email address on this page, this will update your contact email, but not your login email. If you'd instead like to log in using a different email address, follow these instructions.
- Once you've made the required changes, scroll to the bottom of the page, and click Save. You'll see a green pop-up message at the bottom left of the screen, confirming that your changes have been saved.
📝 Note
If you'd like to update your profile picture, you'll need to contact our Support Team to request this change!
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If you're receiving an error message when trying to grant Ad Permissions for your Facebook or Instagram accounts, we're here to help! The steps you'll take to resolve these errors are specific to the error message that you're seeing. Click on an error message below to see the ways you can troubleshoot it.
💡 Tip: Visit How do I set up Ad Permissions for Facebook and Instagram for a step-by-step guide on how to grant Ad Permissions to your partnering brand or agency.
Error Message: Uh Oh! we’ve encountered an error! Please close the page and try again.
There are three reasons why you might be receiving this error message:-
There may have been a temporary issue with Instagram or Facebook.
To resolve this, you can simply close the page and try again. We recommend trying in an incognito window for best results.
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An issue with your device's cache.
To resolve this, simply clear your browsing history and try again, or try granting Ad Permissions in an incognito window instead.
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Your Instagram account is not linked to a Facebook Page.
To resolve this, you should connect or create a Facebook Page through your business or creator Instagram account, following these instructions.
Error Message: Unfortunately the account you’ve logged in with doesn’t have permissions for the requested pages.
There are two reasons why you might be receiving this error message:-
You may have used the wrong Facebook account to log in.
To resolve this, double check that the Facebook account you are logging into has access to the Facebook Page that is linked to the Instagram account for which you are trying to grant Ad Permissions.
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Your Instagram account is not linked to a Facebook Page.
To resolve this, you should connect or create a Facebook Page through your business or creator Instagram account, following these instructions.
Error Message: The page doesn't belong to your account.
There are two reasons why you might be receiving this error message:-
You may have used the wrong Facebook account to log in.
To resolve this, double check that the Facebook account you are logging in to has access to the Facebook Page that is linked to the Instagram account for which you are trying to grant Ad Permissions.
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Your Instagram account is not linked to a Facebook Page.
To resolve this, you should connect or create a Facebook Page through your business or creator Instagram account, following these instructions.
Error Message: Your account only had permissions to link one of the pages.
There are two reasons why you might be receiving this error message:-
You may have used the wrong Facebook account to log in.
To resolve this, double check that the Facebook account you are logging in to has access to the Facebook page that is linked to the Instagram account for which you are trying to grant Ad Permissions.
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Your Instagram account is not linked to a Facebook Page.
To resolve this, you should connect or create a Facebook Page through your business or creator Instagram account, following these instructions.
If, after trying the troubleshooting steps you find in this article for the error you're seeing, you're still not able to grant Ad Permissions to your partnering brand or agency, please contact our support team! -
There may have been a temporary issue with Instagram or Facebook.
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Part One: Create a Business Account
- Open Snapchat's Ads Manager (https://ads.snapchat.com).
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Type in your Snapchat login credentials.
- After logging in, you will be prompted to add: Business Name, Business Email, and your name. Then, click Next.
💡 Tip: If you've already created a Snapchat business account there's an option to Skip Ad Creation.
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Fill out further information about your business: location, currency, phone number, and website. Then, click Next.
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Review and confirm to create your business / Ads Manager account. After, you'll be redirected to your Business Dashboard.
Part Two: Link a Public Profile
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In your Ads Manager hub, click the home menu on the top left.
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Select Public Profiles.
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Click on I already have a Snapchat Account.
Note: If you'd to start fresh you click the Create a Snapchat Account.
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In the new window, type in your Snapchat login credentials.
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A new pop-up will appear confirming to Connect to Business.
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The linked account will now appear under Profile Manager.
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When participating in a campaign, the brand or agency you're collaborating with might request that you enable Data Sharing to capture your Spotlight metrics.
Below, we'll walk through the steps to help get you started!
- Open your Snapchat app.
- In the app, tap on Settings.
- Under Additional Services, select Permissions.
- Tap to enable next to Location.
- Click Allow.
Warning: If you cannot enable your location through the Snapchat app, you must manually update this option in your phone's Settings.
- Location's Tap to enable option should no longer appear – which confirms the app now has Data Sharing enabled!
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Manage brand partnerships through your Creator Dashboard! With your Dashboard, you can link your social account(s), review campaign invites, view campaign requirements, oversee Ad Permissions/Paid Partnerships, message collaborators directly, add payment information, and check payout statuses!
With this in mind, we'll go over how to navigate to your Dashboard below.
Warning: You must already be collaborating with a brand or agency to view your Dashboard.
- Click (or View Details) in the invite email you received. A new window will open.
- In your Campaign Details Page, around the banner section, click (or Back to dashboard).
- Voila! You're now in your Creator Dashboard!
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If you're receiving an error message when trying to authenticate your social account(s), we're here to help! The steps you'll take to resolve these error messages are specific to social channel you're connecting, and the error message that you're seeing. We'll review some error messages below and the ways you can troubleshoot.
💡 Tip: Visit Connect Your Socials for step-by-step guides on connecting different types of social platforms to your Link Accounts page.
Instagram
Error Message: Please verify that you are connecting to the correct FB page with your IG business or Creator account. If this is a personal IG account, you don't need to connect it.
There are three reasons why you might be receiving this error message:- The most common reason that you'll run into an error when connecting an Instagram account is that a Facebook Page is not connected to your professional (business or creator) Instagram account.
Note: The Facebook Page can be blank and does not necessarily have to be active. However, you are required to connect a public page to your professional Instagram account; a public personal Facebook account will not work.
- Your Instagram profile is set as a personal account.
Note: If you do not plan to update to a professional Instagram account, you can still add your username. However, you and your Campaign Manager will not receive most of these benefits.
To resolve this error, update your Instagram account type to a business or creator account using the steps below:
- In your Link Accounts page, click (or + Add Another).
- Select Instagram.
- Hover over the new section and click Add account.
- Enter your username or the full URL of your Instagram account.
- Click (or Add) to confirm.
- The format of the Facebook Page URL provided is not supported.
Note: Facebook Page URLs that contain a string of numbers (e.g. https://www.facebook.com/profile.php?id=123456789123456) are not supported in Meta's authentication workflow.
Error Message: You did not allow all requested scopes.As a standard practice, most social platforms request that you review third-party permissions when connecting your account with a partnering brand/agency. All permissions must be enabled to successfully authenticate your social accounts.
To fix this, there are two parts – resetting your Meta Permissions and reconnecting your Instagram account.
Part One: Resetting your Meta Permissions- Login to your Facebook account.
- Click on Settings & Privacy.
- In the dropdown, select Settings.
- Click on Business Integrations.
- Find CreatorIQ.
- Click (or Remove).
Part Two: Reconnecting your Instagram account
- After removing CreatorIQ, navigate back to your Link Accounts page.
Note: Your Link Accounts is the page you received from your Campaign Manager to connect your social account(s).
- Hover over your Instagram handle and click (or x) to remove it.
- Hover over the Instagram box again. You should see either Connect or Add. If you no longer see an Instagram box, click +Add another at the bottom of the page.
- Connect your Instagram account.
Note: We understand how important your data is, so we only collect read-only information. Please review our privacy practices for further information!
Error Message: Sorry, something went wrong.If you're seeing this platform-specific error in the authentication pop-up window, it's likely an issue that will require attention from the Meta Support Team. You can access Meta Business Support here.
Tiktok
Error Message: The account doesn’t belong to your accountYou'll see this error if you try to connect your TikTok account while you're logged in to more than one TikTok account within the TikTok app.
To resolve this, you have two options:- You can either log out of all other TikTok profiles within the app, and then try connecting your TikTok account again. Or;
- You can instead try to connect your Tiktok using a desktop device (e.g a laptop), where you're not logged in to any of your TikTok accounts.
YouTube
Error Message: The channel doesn't belong to your accountYou're likely seeing this error because the Google account that you've selected as part of the authentication process isn't the Google account that is connected to your YouTube channel.
To resolve this, first double-check which of your Google accounts is linked to your YouTube channel, and try linking your YouTube account again, being sure to select the correct Google account during this process. If after trying this, you're still running into this error please notify our Support Team who will be able to help resolve this!
Facebook
Error Message: This Facebook account is not associated with any Facebook pages. In order to link a Facebook page, you must own or have permissions to a Facebook page.You'll see this error if you are trying to authenticate with a Facebook Profile. To complete authentication, you must have a public-facing Facebook Page; learn more about creating a Page here.
Error Message: You did not allow all requested scopes.As a standard practice, most social platforms request that you review third-party permissions when connecting your account with a partnering brand/agency. All permissions must be enabled to successfully authenticate your social accounts.
To fix this, there are two parts – resetting your Meta Permissions and reconnecting your Facebook Page.
Part One: Resetting your Meta Permissions- Login to your Facebook account.
- Click on Settings & Privacy.
- In the dropdown, select Settings.
- Click on Business Integrations.
- Find CreatorIQ.
- Click (or Remove).
Part Two: Reconnecting your Facebook Page
- After removing CreatorIQ, navigate back to your Link Accounts page.
Note: Your Link Accounts is the page you received from your Campaign Manager to connect your social account(s).
- Hover over your Facebook handle and click (or x) to remove it.
- Hover over the Facebook box again. You should see either Connect or Add. If you no longer see a Facebook box, click +Add another at the bottom of the page.
- Connect your Facebook Page.
Note: We understand how important your data is, so we only collect read-only information. Please review our privacy practices for further information!
Error Message: Sorry, something went wrong.If you're seeing this platform-specific error in the authentication pop-up window, it's likely an issue that will require attention from the Meta Support Team. You can access Meta Business Support here.
All Platforms
Message: Email Required for LoginWe request all creators to verify their identity by adding the verification code they receive from their email. Please contact your campaign manager or our Support Team to check the email we have on file for you!
How long is the authentication link for creators active?The authentication link, or Link Accounts page, never expires.
For security purposes, however, you must verify your email by entering the code you receive when prompted. This verification code is only valid for 10 minutes. If it expires, you will need to request a new one.
If you're logged into your Connect brand account, your session will end after 24 hours or when you log out of your portal. You will need to reauthorize your account when you log in again.
Error Message: The social handle that you have selected is associated with another account that already exists. Please verify that you have entered the right social account, or contact support for assistance.You're likely seeing this error because you’ve previously created an account, or your partnering brand or agency has created an account on your behalf.
First, double-check that your username/URL is correct. If it is correct, and you're still receiving this error message, our Support Team will be able to help resolve this!
Error Message: Please link accounts on the following platform(s)If you're unable to proceed to the next step in your creator onboarding process (i.e. unable to click on the Next Step button), it likely means that your partnering brand or agency has made authentication for the specified platform(s) a requirement for you to participate in their campaigns. All platforms that require authentication will be marked with an asterisk on your Link Accounts page If you do not have an account on a required social media platform, you can either create a social account to proceed with your onboarding, or you can reach out to your Campaign Manager to discuss possible alternatives for joining the campaign without meeting this authentication requirement. Read more about how you can contact your Campaign Manager here.
- The most common reason that you'll run into an error when connecting an Instagram account is that a Facebook Page is not connected to your professional (business or creator) Instagram account.
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A public Facebook Page is an essential requirement before being able to connect your Instagram account to your Link Accounts page. Connecting your Instagram to your Link Accounts page allows brands and agencies to pull real-time metrics, automatically collect Instagram Stories, and collaborate with brands/agencies on Ad Permissions.
There are two ways that you can create a Page: through Facebook and Instagram.
How-Tos
Create through Facebook- Log into your personal Facebook account.
- Navigate to https://www.facebook.com/pages/create.
- Under the Create a Page section, fill out the details under Page Information (Page name, category, and description).
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Click Create Page.
Create through Instagram- Open your Instagram app on a mobile device.
- In the navigation bar, tap on your profile picture on the bottom right.
- Click Edit Profile in your profile header.
- Under Profile Information, tap on Page. A pop-up will appear giving you the option to: Create Facebook Page or Connect existing Page.
- In the pop-up, select Create Facebook Page.
- Go through the setup process of creating your new Page.
- After successfully creating your new Page, it will now be listed under Profile Information.
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In order to allow Ad Permissions and Link your Instagram account, you'll need to have a published and public Facebook Page. To check to see if your Facebook Page is published, you can either:
View your Facebook Page status on Mobile
- Go to your Facebook app and click on the Menu iconon the bottom right of the screen.
- From the Menu page, click on Your Pages.
- All published pages will be listed above the Unpublished Pages list.
View your Facebook Page status on Desktop
- Go to Facebook and click on Pages in the navigation bar on the left hand side of the page.
- Select the Page you want to confirm is published.
- Scroll down on the navigation bar and click on Settings.
- Check the Page Visibility to ensure that your Page is published.
📝 Note
Pages can also be accessed by clicking on the Settings icon in the top right corner of your Facebook desktop app. From this Settings menu, click on Pages under the Socials header and follow steps 2-4 above.
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⚠️ Warning
A Professional Account is required to connect your Instagram profile to your Creator Dashboard.
What is a Professional Instagram account?
Professional Instagram accounts provide additional features that help Creators and publishers manage and measure their business on the platform. There are two types of Professional accounts: Business and Creator. Both of these types of accounts provide additional analytical insights into your profile's content performance and audience data.
How do I change my account type?
- Begin by opening the Instagram app on your mobile device
- In the bottom navigation bar, tap your profile picture on the right.
- Tap on the top right.
- In the menu, tap (or Settings).
- Select (or Account), in the Settings menu.
- Scroll to the bottom and tap Switch to Professional Account.
- Tap Continue after reviewing all the details.
- Go through the setup process, which will include choosing between a Business or Creator account:
Now that you've switched to a Professional account, you can head over to your Creator Dashboard Link Accounts page to connect your Instagram profile! -
In order to connect your Instagram account to your Creator Dashboard successfully, your Instagram account must be connected to a public Facebook Page. However, the Page does not necessarily have to be active or contain any information or posts.
⚠️ Warning
Facebook Pages are different than profiles. Profiles focus on personal information (e.g. interests, hometown, current city) while Pages connect businesses and creators to their fanbase. Click here to learn more about the difference.
There are two ways to link your Instagram Account to your Facebook Page; within Instagram or within Facebook.Connect your Accounts within Instagram:
- Begin by opening the Instagram app on your mobile device.
- In the navigation bar at the bottom of your screen, tap on your profile picture on the right.
- Click Edit Profile in your profile header.
- Under Profile Information, tap on Page.
- A pop-up will appear giving you the option to either Create Facebook Page or Connect existing Page. Select one of these options.
📝 Note
If you have an existing Page, it cannot be connected to two different Instagram accounts. We recommend linking one Page to one Instagram account only.
- Go through the setup process of connecting or creating your Page.
- Once successfully linked, your Facebook Page's name should now be listed under Profile Information.
Connect your Accounts within Facebook:
To connect your Facebook page and Instagram account within Facebook follow the steps below:
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Go to Facebook and click on Pages in the navigation bar on the left-hand side of the page.
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Select the page you want to use.
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Scroll down to the navigation bar and click Settings.
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Scroll down on the navigation bar to Instagram.
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On the Connect to Instagram page, click on Connect Account.
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Next, you'll be prompted to log into your Instagram account to complete the linking process.
💡Tip
If you're ready to connect your Instagram account, visit How do I connect my Instagram Account? for next steps.
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If you've activated your Creator Dashboard account, but would now like to update your login email or your password, this article will take you through a step-by-step guide. Click on the relevant section below to view the steps you'll need to take to change your login email or your password:
How to Change your Login Email
When you were invited to partner with a brand or agency via the Creator Dashboard, the email that you received your invite on is the default email address that your partner has on record for you. However, you may have a different email address that you would prefer to use to log in. If so, follow the below steps to update your login email.
⚠️ Warning
The steps for changing your login email outlined below will only be applicable if you activated your Creator dashboard with an email and password combination. Skip to the Note at the bottom of these steps if you would like to update your login email after activating your Creator Dashboard via Google or Facebook.
- Select 'Account Settings' in the dropdown menu on the top right hand side of your Creator Dashboard.
- Click 'Change Email'.
- Enter your new login email address.
- Click 'Save'.
A verification link will be sent to your new login email. Please confirm the change via the verification link within 24 hours; if you're unable to verify your new email within time time frame, your login credentials will revert to original email, and you will need to proceed through the steps above again.
📝 Note
If you initially logged in via Google or Facebook, you will need to create a password before you can change your login email. Be sure to click on 'Create Password' to continue. After creating a password, you will then be able to change your login email using the instructions above.
How to Change your Password
If you activated your account with an email and password, you can follow the below steps to update your password. If you initially logged in via google or facebook, you'll need to instead Create a New Password following the same steps.
📝 Note
This password reset method requires you to be logged in to your Creator Dashboard. If you cannot remember your password, so can't log in, please use the Forgot your password? link on the login page to reset your password.
- Select 'Account Settings' in the dropdown menu on the top right hand side of your Creator Dashboard.
- Click Change Password.
- Next, you'll need to enter your current password and then enter your new password as prompted.
- Once you've entered your current and new passwords, click Save. You'll see a pop-up window asking you to confirm that you would like to change your password. Note that updating your password will log you out of the Creator Dashboard on all devices, and you'll need to log back in using your new password.
- You've now successfully changed your password! Remember to log back into your dashboard using your new password.
If you run into any issues following the above steps to change your login email or change your password, please reach out to the CreatorIQ Support Team!
- Select 'Account Settings' in the dropdown menu on the top right hand side of your Creator Dashboard.
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Below we'll review how you can use your Facebook account to sign up for your Creator Dashboard. Note that you can also use a Google account to sign up as well.
How to Sign Up with Facebook
- Click on the invitation link you received.
- From the 'Let's Get Started' page, check the box agreeing to the Privacy Policy and Terms of Use.
- Click "Sign up with Facebook".
- When prompted, provide your Facebook credentials and Log In.
- All set! Your account is created and you can proceed with setting up your Creator Profile.
💡Tip Signing up with the Facebook option will allow you to more quickly link your Instagram & Facebook social accounts to your Creator Dashboard when you set up your profile.
How to log in With Facebook
- On the Creator Dashboard home page, click Sign In
- On the 'Log in' page click Log in with Facebook
- And you're in!
📝 Note
If you haven't logged in to your Creator Dashboard using your Facebook account before you will be prompted to re-enter your password.