Troubleshooting common issues

"Scan didn't finish" notification

A scan you triggered hit a problem partway through. Usually it's temporary (Facebook being slow, a network blip) and the next scheduled scan completes normally, so if you only see it once, no action needed. If it repeats:

1. Check Settings > Platforms for an Expired badge on your page. If present, click Reconnect with Facebook.
2. Check Settings > Billing for a payment issue banner. Syncing pauses while payment is past due.
3. Still failing? Email support@clarify.net.au with the approximate time of the scan.

No comments showing up

• Confirm a page is connected and Active in Settings > Platforms.
• Has a scan run? The dashboard subtitle shows the last sync time. Click Scan Comments to run one now.
• Check your filters in the Social Stream. The date preset defaults to recent comments; switch to All time, and check whether the Hidden, Moderated or category chips are narrowing the list.

"Rate limited" badge, or "Facebook is rate limiting this Page" when connecting

Facebook caps how often an app can check each page, and the cap is much smaller for new or quiet pages (it grows with the page's engagement). Two ways this shows up:

• Connecting a brand-new or quiet page fails with a rate-limiting message. Nothing is wrong with your access; wait an hour or so and try again. If the page is brand new, a little genuine activity on it (a post with a few likes and comments) raises the cap.
• A connected page shows an amber "Rate limited" badge in Settings > Platforms. Clarify has noticed the page's cap running low and is resting it for a few minutes. New comments still arrive through Facebook's instant notifications during the rest, and the badge clears itself. No action needed unless it never clears; then email support@clarify.net.au.

"Page needs to be reconnected" banner

Facebook expires access tokens occasionally, especially after a Facebook password change. Go to Settings > Platforms and click Reconnect with Facebook. History and settings are unaffected.

AI features paused

Two usual causes:

• Monthly token limit reached. Check the usage card in Settings > AI. AI work resumes at the start of next month, or upgrade your plan for a bigger allowance.
• Billing problem. A failed payment pauses AI analysis and syncing. Fix the card in Settings > Billing via Manage billing.

Not receiving emails

• Check spam for mail from no-reply@clarify.net.au and mark it as safe.
• Check your toggles in Settings > Alerts: each alert type has separate in-app and email switches.

Can't use a button (bulk actions, posting replies)

You're missing the permission for that action; the app will say so. The workspace Owner can grant it in Settings > Team.

Locked out of your account

Lost authenticator: use a saved recovery code via log in with a recovery code, then reset your authenticator in account settings. No recovery codes left either? Email support@clarify.net.au from your account's email address.

Something else?

Email support@clarify.net.au. Include your workspace name, what you were doing, and roughly when, and we'll dig in.