Troubleshooting and Best Practices

How to Use This Article

This is a companion reference for the rest of the Campaign Setup Flow series. If a step in the flow does not behave the way that step's article describes, scan the table below for the matching symptom and apply the fix.

If your specific issue is not here, message your account manager from the campaign workspace. The thread is scoped to your campaign so they can see exactly what you are seeing.

Common Issues and Fixes

Symptom	Fix
Brief upload is not working	Confirm the file type is supported (Word, PDF, markdown, or text) and the file size is within the upload limit. Prefer the recommended DOCX template, which has the most consistent extraction.
Generated copy sounds unnatural	Rewrite it as spoken language inside the Copy Review step. Shorter, simpler sentences land better on camera than dense product page paragraphs.
Copy exceeds the word limit	Remove secondary ideas, split one long claim into multiple scenes, or let the platform rewrite it shorter. The word counter is at the top right of each scene.
Research pages found in discovery are irrelevant	Deselect them on the discovered pages screen. Add specific URLs manually if important pages were missed. More pages is not always better.
Persona does not fit the brand	Open the persona description edit on the Image Selection step. Adjust gender, age range, personality, and style. Generate a new batch, pick from the client library, or upload an approved persona selfie.
Product image is rejected or looks wrong in showcase	Use a cleaner main image. Strip tags, overlays, faces, other logos, and clutter before uploading. Match the exact SKU you are advertising.
Too many creative concepts in one brief	Keep the brief at 10 concepts or fewer. Split larger batches into separate campaigns for cleaner review and faster turnaround.
Brand standards came out wrong after extraction	Edit them in place on the Brand Standards review screen. Do not click Confirm until they are right. Fixing bad standards now is one step. Fixing them after generation means redoing creatives.
Generation seems stuck	Generation typically takes 3 to 6 minutes. The activity log shows live progress. If the log has not advanced in 10 minutes, refresh the page once and check whether the campaign status pill has updated. If still stuck, message your account manager.
Created the campaign on the wrong client	Open the campaign settings (or the campaign workspace menu) and check if it can be moved. Otherwise, message your account manager. Avoid pushing the campaign forward into production on the wrong client.

Best Practices That Compound

A few habits that pay off across many campaigns:

Use a Consistent Naming Convention

A repeatable pattern for campaign names, brief filenames, and image filenames saves time when you are managing many campaigns. One pattern that works:

Item	Pattern
Campaign	BrandOrProduct Batch001 VAR001 DD Month YYYY
Brief file	Client_Product_Batch001_Brief_DDMMYYYY.docx
Creative title	Variation 1 Short Descriptive Title
Main product image	Product_Main_Clean.png
Secondary images	Product_Secondary_Scale_01.png, Product_Secondary_Scale_02.png

The pattern is less important than picking one and sticking to it. Future you, searching back through six months of campaigns, will be grateful.

Use the DOCX Template Every Time

The DOCX brief template is the most reliable input format. Other formats work, but the structure of the DOCX template makes extraction more consistent, which means the brand standards review needs fewer edits, which means generation produces stronger variations.

Review Brand Standards Carefully

Of all the spots in this flow, the brand standards review is the highest leverage. Catching a problem here costs thirty seconds. Catching the same problem in the delivered video costs a regeneration.

Approve Fewer Strong Variations

When the platform produces several creative variations, the instinct is to approve them all. Approve only the variations you would be proud to ship. Strong creatives compound into strong campaigns. Weak creatives compound into rework.

Submit Three Persona Candidates in Priority Order

Pick exactly three persona candidates, in the order you would want them ranked. First choice first. The production team uses your ordering as a tiebreaker if their first pick cannot be produced.

Use Default 3 for Showcase on the First Run

For a first creative with product showcase, Default 3 is almost always the right choice. You can switch to Custom on later runs once you have data on how the brand performs.

Trust the Token Estimate as a Range, Not a Number

The estimate is directional. The actual cost reconciles at delivery based on what the team produced. If you need a hard guarantee on cost, message your account manager before submitting and they can confirm the working math.

When in Doubt, Message Your Account Manager

The single fastest unblock is the message thread at the top of every campaign and creative workspace. The thread is scoped to whatever you are looking at, so your account manager can see the exact state of your creative without you having to describe it.

For deeper coverage on troubleshooting specific delivery problems, see:

• Common Questions About Video Quality
• Technical Issues and Browser Support
• Video Not What You Expected
• Credit Balance Discrepancies

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