Troubleshooting & FAQ

Common issues and their fixes. If you can't find an answer here, reach out to hi@catalystcommunications.com.au.

Login & access

I can't log in — my password isn't working

Try the Forgot password link on the login page. You'll receive a reset link by email. Check your spam folder if it doesn't arrive within a few minutes.

I can't log in — I've lost access to my authenticator app

Contact your workspace admin or email hi@catalystcommunications.com.au. We can disable 2FA on your account after verifying your identity.

My invite link isn't working

Invite links expire after 48 hours. Ask your admin to generate a new invite from the Team page.

I can't see the Team or Admin link in the nav

The Team link is only visible to Admins and Super Admins. The Admin link is only visible to Super Admins. If you believe your role is incorrect, ask a Super Admin to update it from the Team page.

Connecting platforms

Instagram connection fails with "not a Business account" error

The Instagram account must be a Professional account (Business or Creator) linked to a Facebook Page. Personal accounts are not supported by the Instagram API.

To convert: in the Instagram app → Settings → Account → Switch to Professional Account. Then link it to a Facebook Page under Settings → Linked Accounts.

Instagram connection redirects back with an error

This can happen if the Facebook account being used doesn't have admin access to the associated Page. Make sure the person connecting is an admin on the Facebook Page linked to the Instagram account.

TikTok connection fails

Make sure you're logging in with the correct TikTok account. If you're getting a "permissions denied" error, try again and make sure to approve all requested permissions on the TikTok consent screen.

The connect link isn't working for my client

Check that the link hasn't expired — connect links are valid for 30 days. If it has expired, generate a new one from the Dashboard. Also confirm the client is using the full URL (sometimes messaging apps truncate links).

I connected a platform but the badge still shows as grey

Try refreshing the page. If it still shows as disconnected after a refresh, the OAuth process may not have completed — try connecting again.

Reports

Report generation fails or shows no data

Check that the platform is connected (orange badge on the client card). If the connection exists but data is empty, the most common causes are:

• The date range is too recent — Instagram and TikTok analytics can be delayed by up to 24–48 hours
• The Instagram account has very little activity in the selected period (no posts, no reach data)
• The access token has expired — try disconnecting and reconnecting the platform

Instagram shows follower data but TikTok shows nothing

TikTok is connected and working normally if its badge is orange. If the report section is empty, the account may not have enough activity data for the selected period. Try a wider date range.

The report preview doesn't load / shows a spinner indefinitely

This is usually a network timeout. Try generating again. If the problem persists, check your internet connection and try a different browser.

Embed preview shows a broken image in the Content Inspiration section

Some platforms (particularly TikTok) periodically update their embed codes. Try pasting the URL again and clicking Preview. If the embed still fails, the URL will fall back to a plain link in the exported report.

The exported HTML file looks different to the preview

The export is a standalone file — some embedded social media posts (Instagram, TikTok) require an internet connection to render their interactive embeds. The file will display fallback links if it's opened without internet access.

I saved a report but can't find it

Saved reports are listed at the bottom of the Generate Report page. Make sure you have the correct client selected in the dropdown — reports are stored per client.

Team management

I invited someone but they didn't receive the email

Catalyst generates an invite link — it doesn't automatically send an email. You need to copy the link shown after clicking Send Invite and send it to the person manually (via email, Slack, WhatsApp, etc.).

A member can't see a client on their dashboard

Members only see clients assigned to them. Go to Team, find the member, and add the client to their assigned list — or go to the client card on the Dashboard and click Manage Access.

Account & billing

How do I change the email address on my account?

You can't change your own email from Settings. Ask your Admin to update it from the Team page using the Edit Email button next to your name.

I need to cancel or change my subscription

Contact the team at hi@catalystcommunications.com.au and we'll sort it out for you.

Still stuck?

Email us at hi@catalystcommunications.com.au and include as much detail as possible — which page you were on, what you clicked, and any error message you saw. Screenshots are always helpful.