# Troubleshooting (/docs/brands/troubleshooting)

Fixes for the most common brand admin problems, from videos that don't sync to payouts that look wrong and a brand that shows as inactive.

Start with the problem you're seeing. Each answer lists the usual causes in the order worth checking, with a link to the page that covers the fix.

## Videos and sets [#videos-and-sets]

<Accordions>
<Accordion title="A creator's videos aren't showing up">

1. **Check the creator's status.** Bloss syncs only creators who are **Active** or on a **Trial**. Paused and deleted creators aren't synced. See [Managing your roster](/docs/brands/creators/managing-your-roster).
2. **Check their social accounts.** Open the creator's profile and make sure each platform has a connected account and that the account is public. Private accounts can't be synced. See [Creator profile](/docs/brands/creators/creator-profile).
3. **Look for an account alert.** If the creator renamed or deleted their account, their new posts stop arriving and you'll see a handle-change or profile-unavailable alert. Update the handle on their profile. See [Link health](/docs/brands/videos/link-health).
4. **Wait for the next sync, or run one.** Videos arrive with the nightly sync. To fetch them now, sync that one creator from their profile. The Creator Hub's **Refreshed** chip shows when stats last updated. See [Syncing](/docs/brands/videos/syncing).
5. **Check it isn't excluded.** Videos marked <Term id="irrelevant">irrelevant</Term>, or posted before the creator's relevance cutoff date, don't count toward pay or stats. See [Irrelevant videos](/docs/brands/videos/irrelevant-videos).

</Accordion>
<Accordion title="A set doesn't qualify for pay">

Find the reason first. In <UiPath>Analytics › Download CSV</UiPath>, export **Creator Payouts by Set** for the cycle and read the **Why Not Eligible** column. See [Exports](/docs/brands/insights/exports#creator-payouts-by-set).

| Why Not Eligible says             | What to do                                                                                                                                                                                                          |
| --------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Needs a post on** _platform_    | Your base pay rules require that platform. The creator needs to post there, and the post has to be paired into the same set. See [Pairing videos](/docs/brands/videos/pairing-videos).                              |
| **Below minimum views**           | The set hasn't reached your minimum yet. The message says which figure was measured (combined views, best post or weakest post) against your threshold. See [Base pay rules](/docs/brands/settings/base-pay-rules). |
| **No eligible posts in this set** | Every post in the set is excluded, for example marked irrelevant.                                                                                                                                                   |
| **Not evaluated yet**             | Bloss hasn't evaluated the set yet. Run a sync, then check again.                                                                                                                                                   |

Two posts of the same video on different platforms should be one <Term id="set">set</Term>. If they were paired wrongly or not at all, fix the pairing. See [How sets work](/docs/brands/videos/how-sets-work).

</Accordion>
</Accordions>

## Payouts [#payouts]

<Accordions>
<Accordion title="A payout looks wrong">

1. **The cycle uses its own rules.** A <Term id="cycle">cycle</Term> keeps a snapshot of your pay rules from when it was created, so changing your settings doesn't change a running cycle. To apply new rules to it, see [Changing rules mid-cycle](/docs/brands/settings/changing-rules-mid-cycle).
2. **Recalculate.** Payouts are worked out when you generate the cycle. If videos synced or sets changed since, recalculate it. See [Running a cycle](/docs/brands/payouts/running-a-cycle).
3. **Check for sets that don't qualify.** A set that fails base pay earns no bonus either. See [How payouts work](/docs/brands/payouts/how-payouts-work).
4. **Check for overrides.** Custom pay, sets marked unpaid and **Don't pay bonus** all change the total. The **Custom Pay** column in the payouts-by-set export shows which sets have custom pay. See [Custom pay and unpaid sets](/docs/brands/videos/custom-pay).
5. **Check the creator's own deal.** A creator can have custom base pay or a custom bonus deal that differs from the brand's rules. See [Creator profile](/docs/brands/creators/creator-profile).

</Accordion>
<Accordion title="I can't switch payout provider">

Go to <UiPath>Settings › Integrations</UiPath> and look at the **Payout provider** card.

- **The button is disabled with "payments are still in progress".** A payment started on one provider has to finish there. Finish or resolve the in-progress payments, then switch.
- **"Connect a … account first".** You can only switch to a provider you've connected. Connect it further down the same page.
- **You're a limited admin.** Only full admins can change the payout provider. See [Full vs limited admins](/docs/brands/full-vs-limited-admins).

See [Payout providers](/docs/brands/payouts/payout-providers).

</Accordion>
</Accordions>

## Access and visibility [#access-and-visibility]

<Accordions>
<Accordion title="A creator can't see team stats">

If your creators can't see charts, leaderboards or team tables in their portal, **Hide brand-wide stats from creators** is probably on. Turn it off in <UiPath>Settings › Rules › Features</UiPath>. It only hides team-wide numbers. See [Feature flags](/docs/brands/settings/feature-flags).

If a creator can't see their _own_ videos, work through [A creator's videos aren't showing up](#videos-and-sets) above.

</Accordion>
<Accordion title="The brand shows &quot;This brand is inactive&quot;">

The brand has no active subscription and no complimentary access, so its whole workspace is locked for admins and creators. An agency owner or admin can reactivate it: on the agency's **Brands** tab, click **Subscribe** on the brand. Only the agency owner can open the **Billing** tab. See [Billing](/docs/agencies/billing#subscribe-a-brand).

</Accordion>
<Accordion title="&quot;You're not authorized to view this page&quot;">

You're signed in, but your account doesn't have admin access to this brand. Ask a full admin of the brand, or an owner or admin of its agency, to give you admin access. If you're a creator in this brand, click **Go to your dashboard**. See [Team & access](/docs/brands/settings/team-and-access).

</Accordion>
<Accordion title="A menu item is missing from the sidebar">

Some pages only appear when their feature is on: **Bounties**, **Streak Survivor**, **Individual Videos** and **Referral Payouts**. Turn them on in <UiPath>Settings › Rules › Features</UiPath>. See [Feature flags](/docs/brands/settings/feature-flags).

</Accordion>
</Accordions>

## Still stuck? [#still-stuck]

Check the [FAQ](/docs/get-started/faq), or email Bloss support at [support@bloss.app](mailto:support@bloss.app) with the brand name, the creator or cycle involved, and what you expected to see.