Troubleshooting
When things don't work the way you expect.
A generation is stuck
Most generations finish in under 30 seconds (images) or 2 minutes (video). If something is stuck for more than 5 minutes, refresh the page. If the job still shows in progress, contact support — we can re-credit and requeue.
My brand colors aren't showing up
Confirm your colors are set in Your Business. Some templates intentionally use accent colors sparingly so the product or subject stays the hero.
A video looks distorted
Video models are probabilistic — some outputs just don't land. Remix with a tweaked prompt, or try a different model in advanced settings.
I can't publish to Meta
Check Settings → Integrations — your Meta connection may have expired or need attention. Reconnect or review the setup, then try again. See Connect Meta to Scaleshot if an account, Page, or pixel is missing.
My campaign isn't spending
Check the campaign status in Scaleshot first. Meta may still be reviewing the ads, or the ad account may have a billing or account-status issue. Confirm the account has a valid payment method, then open Meta Ads Manager if Scaleshot links you there. See How Meta bills you for ad spend.