Troubleshooting

Fix it fast.

Step-by-step solutions for every common issue on Promo — from login problems to payment failures. Find your fix in seconds.

Account & Login Campaigns Payments & Escrow Chat & Notifications App Performance

Account Compromised or Unauthorised Payment?

If you suspect your account has been hacked or you see an unauthorised payment, email security@promo.app immediately with your registered email address. Our security team responds to critical incidents within 2 hours and will lock your account to prevent further damage.

Account & Login

Account & Login Issues

Problems with logging in, password resets, verification, and account access.

I can't log in to my account

Possible Causes

  • Incorrect email or password
  • Account temporarily locked after too many failed attempts
  • Account suspended by moderation team
  • Email not verified after signup

Step-by-Step Solution

1Double-check that you're using the correct email address. Promo accounts are case-insensitive, but make sure there are no extra spaces.
2Tap "Forgot Password" on the login screen. Enter your registered email address. You'll receive a password reset link within 5 minutes.
3Check your spam/junk folder if you don't see the email. Add noreply@promo.app to your contacts.
4If your account is locked due to too many failed login attempts, wait 30 minutes before trying again. The lockout resets automatically.
5If you see a "Account Suspended" message, check your email for a notification explaining the reason. You can appeal by emailing appeals@promo.app.
Still stuck? Email support@promo.app with your registered email address and a screenshot of the error message. Our team will respond within 24 hours.
My 2FA code isn't working

Possible Causes

  • Your phone's clock is out of sync (TOTP codes are time-sensitive)
  • You switched phones and didn't transfer your authenticator app
  • You reinstalled the authenticator app and lost the Promo entry
  • Entering the code too slowly (codes expire every 30 seconds)

Step-by-Step Solution

1Sync your phone clock: Go to your phone's Settings → Date & Time → Enable "Set automatically" or "Use network-provided time". This is the #1 fix for 2FA failures.
2Enter codes faster: TOTP codes refresh every 30 seconds. Wait for a fresh code to appear, then enter it immediately.
3Lost authenticator access: If you no longer have access to your authenticator app, you will need to contact our support team to verify your identity and reset your 2FA.
4Email support@promo.app with subject line "2FA Reset Request". Include your registered email, a government-issued ID photo, and a selfie holding the ID for verification. Our team will process the reset within 24–48 hours.
Pro tip: When setting up 2FA, save the QR code screenshot or the manual key in a secure location (like a password manager). This allows you to re-add the entry if you switch phones.
My verification has been pending for over 24 hours

Possible Causes

  • Submitted documents are blurry, cropped, or expired
  • Document type not accepted (e.g. student ID instead of government ID)
  • High volume of pending reviews during beta periods
  • Name mismatch between your account and the document

Step-by-Step Solution

1Go to Settings → Verification in the app and check if your submission has a status update or rejection reason.
2If rejected, re-upload with a clear, unobstructed photo of the full document. Ensure all four corners are visible and the text is readable.
3Accepted documents: Aadhaar card, passport, driving licence (creators). GST certificate, company incorporation certificate, trade licence (brands).
4If it's been more than 48 hours with no update, email verification@promo.app with your username and a reference to your submission.
I'm not receiving emails from Promo

Step-by-Step Solution

1Check your spam, junk, and promotions folders. Many email providers route automated emails there by default.
2Add noreply@promo.app and support@promo.app to your email contacts to prevent future filtering.
3If using Gmail, check the "All Mail" label — the email may have been archived automatically.
4Verify that the email address on your account is correct: open the app → Settings → Account → Email.
5Wait 10 minutes and try the action again (e.g. "Resend verification email"). If still nothing, try from a different email provider.
My account is locked or suspended

Possible Causes

  • Temporary lock: 5+ failed login attempts triggers a 30-minute automatic lockout for security
  • Suspension: Violation of community guidelines (e.g. fake metrics, harassment, off-platform payment solicitation)
  • Security hold: Unusual login activity detected from a different country or device

Step-by-Step Solution

1Temporary lock: Wait 30 minutes, then try logging in again with the correct credentials.
2Suspension: Check your email for a message from Promo explaining the reason. If you believe this is an error, email appeals@promo.app with your username and a brief explanation.
3Security hold: You may receive a verification email to confirm it's really you. Click the link in the email to unlock your account.
4After regaining access, immediately change your password and ensure 2FA is enabled from Settings → Security.
Campaigns

Campaign & Application Issues

Problems with creating campaigns, applying, deliverables, or campaign visibility.

My campaign isn't showing up for influencers

Possible Causes

  • Campaign is in "Draft" status — it hasn't been published yet
  • Application deadline has passed
  • All application slots are filled
  • Your brand verification is incomplete — unverified brands can create drafts but not publish

Step-by-Step Solution

1Open the campaign from your Dashboard → My Campaigns. Check the status badge — it should say "Active" not "Draft".
2Verify the application deadline hasn't passed. If it has, edit the campaign and extend the deadline.
3Check if all application slots are filled. You can increase the slot count from the campaign editor.
4Ensure your brand account verification is complete. Go to Settings → Verification and check your status.
I can't apply to a campaign

Possible Causes

  • You're logged in as a Brand account (only Creator accounts can apply)
  • The campaign's application slots are full
  • The application deadline has passed
  • Your profile is incomplete (missing required fields)
  • You've already applied to this campaign

Step-by-Step Solution

1Confirm you're logged in as a Creator account. Brand accounts cannot apply to campaigns — they create them.
2Check the campaign card for a "Slots Full" or "Deadline Passed" indicator.
3Complete your profile: Go to Settings → Profile and fill out all required fields (bio, niche, at least one social link, follower count).
4Check "My Applications" to see if you've already applied. Duplicate applications are blocked.
My campaign brief won't save or publish

Step-by-Step Solution

1Check for required fields: Title, content type, at least one deliverable requirement, budget/payout amount, and application deadline are all mandatory.
2Ensure your budget amount meets the minimum threshold (shown on the form). Very low budgets may be rejected to protect creator expectations.
3If the app shows a loading spinner and nothing happens, check your internet connection, close and re-open the campaign editor.
4Save your campaign as a Draft first, then publish from the Drafts section. This avoids losing progress on flaky connections.
My application status is stuck on "Pending"

Step-by-Step Solution

1"Pending" means the brand has not yet reviewed your application. Brands review applications manually and may take 24–72 hours.
2Improve your chances: Complete your profile fully, get verified, and write a specific, personalised pitch note for each campaign.
3You can send a polite follow-up message to the brand via the in-app chat (if the brand has enabled pre-approval messaging).
4If the application deadline passes and you're still on "Pending", the campaign may have closed. Apply to other relevant campaigns in the meantime.
Payments & Escrow

Payment & Escrow Issues

Problems with funding escrow, payment releases, wallet withdrawals, and bank linking.

Escrow funding failed or is stuck

Possible Causes

  • Payment gateway timeout due to slow internet connection
  • Insufficient balance in your linked payment method
  • Your bank declined the transaction (daily limits, international blocks)
  • Payment gateway maintenance window

Step-by-Step Solution

1Check your payment tracker in the campaign view. If the status says "Processing", wait 15 minutes — some bank transfers take time to confirm.
2If it says "Failed", tap "Retry Payment". Ensure your account has sufficient funds and try again on a stable Wi-Fi connection.
3If your bank is blocking the transaction, call your bank and confirm that online payments to payment gateways are enabled.
4Try a different payment method (UPI, debit card, net banking) if available.
5If money was debited from your bank but escrow doesn't show "Funded", email payments@promo.app with your transaction reference number. We'll reconcile within 24 hours.
Brand hasn't released my payment

Step-by-Step Solution

1Confirm that you have submitted your deliverable URL through the milestone tracker (not just via chat).
2Check the milestone tracker to see if the brand has requested revisions. Complete any revision requests first.
3Send a polite message to the brand through the in-app chat asking for a status update on the payment release.
4If the brand does not release payment within 7 days after your deliverable has been submitted and meets the brief, raise a formal dispute from the campaign screen → "Raise Dispute".
5Promo's admin team will review the submitted deliverable against the agreed brief and release the payment within 72 hours if your work meets the requirements.
Your money is safe: Escrow funds are locked in the platform's neutral wallet. Neither the brand nor the creator can access the funds unilaterally — they can only be released by mutual approval or by our dispute resolution team.
Wallet withdrawal failed or money not received

Step-by-Step Solution

1Go to Wallet → Transaction History. Check if the withdrawal status says "Processing" (normal — bank transfers take 2–4 business days).
2If it says "Failed", verify your linked bank details are correct: account number, IFSC code, and account holder name must match exactly.
3Re-link your bank account from Wallet → Bank Details → Edit. Ensure there are no extra spaces in the account number or IFSC code.
4UPI withdrawals are typically instant. If a UPI withdrawal failed, verify your UPI ID is active and correctly formatted (e.g. name@bankname).
5If money was deducted from your Promo wallet but hasn't arrived in your bank after 4 business days, email payments@promo.app with your withdrawal transaction ID.
How do refunds work?

How Refunds Work

1Creator fails to deliver: If the creator does not deliver by the deadline and doesn't respond to follow-ups, the brand can raise a dispute. If the dispute is upheld, the full escrow amount is refunded to the brand.
2Mutual cancellation: If both parties agree to cancel, the brand receives a full refund minus any platform fees for work already completed.
3Refund processing time: Refunds to the original payment method take 5–7 business days. Refunds to your Promo wallet are instant.
4Platform fees on completed milestones are non-refundable unless the dispute team rules otherwise.
Chat & Notifications

Chat & Notification Issues

Problems with messaging, media uploads, and push notifications.

Messages aren't sending or loading

Step-by-Step Solution

1Check your internet connection. Chat requires an active connection to send and receive messages in real-time.
2Force-close the app and reopen it. This reconnects to the messaging service.
3If messages show a red "Failed" indicator, tap the message to retry sending.
4If you're on a VPN or corporate network, try switching to mobile data — some networks block WebSocket connections used by real-time chat.
5Ensure the app is updated to the latest version from the App Store or Play Store.
Media uploads failing in chat

Step-by-Step Solution

1Check the file size: Images must be under 10 MB. Videos must be under 50 MB. Compress large files before uploading.
2Supported formats: JPEG, PNG, WebP for images. MP4, MOV for videos. Unsupported formats will be rejected.
3Ensure the app has storage/photos permissions: Settings (phone) → Apps → Promo → Permissions → Enable Storage/Photos.
4Upload on a stable Wi-Fi connection. Large video files on mobile data may time out.
I'm not receiving push notifications

Step-by-Step Solution

1Check phone settings: Go to your phone's Settings → Apps → Promo → Notifications → Ensure they are enabled and not set to "Silent".
2Check in-app settings: Open Promo → Settings → Notifications → Enable all relevant notification types (new applications, approvals, messages, payments).
3Battery optimisation: On Android, go to Settings → Battery → App Battery Management → Promo → Set to "Unrestricted". Battery savers often kill background notification services.
4Do Not Disturb: Check if your phone's DND mode is active — it blocks all notifications including Promo.
5Log out of the app and log back in. This re-registers your device with the notification service.
App Performance

App Performance & Technical Issues

App crashes, slow loading, offline sync problems, and compatibility issues.

The app keeps crashing or freezing

Step-by-Step Solution

1Update the app: Go to App Store (iOS) or Play Store (Android) and install the latest version of Promo. Many crashes are fixed in newer releases.
2Clear app cache: Android: Settings → Apps → Promo → Storage → Clear Cache. iOS: Delete and reinstall the app (iOS doesn't expose cache clearing).
3Free up storage: The app needs at least 200 MB of free storage to function properly. Delete unnecessary files or apps to free up space.
4Restart your phone: A full restart clears background processes that may conflict with Promo.
5Minimum requirements: Android 8.0+ or iOS 14.0+. Older operating systems may cause unexpected crashes.
Report persistent crashes: If the app continues crashing after trying all steps, email bugs@promo.app with your phone model, OS version, and a description of when the crash occurs (e.g. "crashes when opening chat").
The app is loading very slowly

Step-by-Step Solution

1Test your internet speed. Promo works best on connections with at least 2 Mbps download speed.
2Switch between Wi-Fi and mobile data to see if one is faster.
3Close other apps running in the background that may be consuming bandwidth.
4Clear the app cache (see crash fix above) — accumulated cached data can slow down the app over time.
5If the entire platform is slow for everyone, check our status page or X/Twitter (@promo_app) for any ongoing service issues.
Offline mode isn't syncing when I reconnect

Step-by-Step Solution

1Ensure you have a stable internet connection when attempting to sync. The app needs a strong signal to upload cached changes.
2Pull down on the main screen to trigger a manual sync/refresh.
3If offline data appears outdated, force-close the app and reopen it while connected to the internet. The app will pull fresh data from the server.
4Note: Some actions (like applying to campaigns or sending payments) require an active connection and cannot be queued offline.

Problem not listed here?

Our support team is ready to help you with any issue not covered above. Reach out and we'll get back to you quickly.

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