Troubleshooting and FAQ
Most problems in Xyla come down to a connection that needs refreshing. This page lists the common ones and how to fix them. If your issue is not here, contact support and we will help.
Instagram will not connect
Instagram only allows scheduled posting from a Business or Creator account linked to a Facebook page. Convert your account to Business in the Instagram app, link it to a Facebook page, then reconnect it in Xyla. This fixes the large majority of Instagram problems.
Facebook posting fails
Xyla posts to a Facebook page, not a personal profile. When you connect Facebook, make sure you select the page you want and grant access to it. If posting fails later, reconnect and confirm the page is selected.
A channel shows as needing attention
Networks expire access from time to time. When a channel shows amber or needs attention, open social accounts and reconnect it. Nothing else is lost, you just refresh the permission.
Posts are not publishing
- Check the network is still connected on the social accounts page.
- Confirm the post was approved, not left as a draft.
- For Autopilot, confirm it is switched on and a network is connected.
- Check you have not run out of AI credits for new content.
My products are missing
If a product is not showing, it may have imported as a draft or been added after your last sync. Refresh your store connection so Xyla pulls in the latest catalog.