Troubleshooting

This page covers the most frequently reported issues and how to resolve them. Work through each checklist top-to-bottom before escalating.

Zero Drafts

Work through in order:

1. Campaign is Active — go to the Campaigns page and confirm the toggle is on.
2. Subreddits are Active — open the campaign and confirm at least one subreddit is set to Active.
3. Recent successful scan — check Settings → Scan History. If the last scan is stale or shows an error, click Scan Now on the Dashboard.
4. Relevance threshold — in Settings → General, temporarily switch from Strict (70%) to Balanced (50%). Strict on a niche topic can produce zero qualifying posts.
5. Setup warning banner — if the Drafts page shows an amber banner, it identifies the exact missing configuration item.

If all five are clear and you still see nothing after 24 hours, email support@help.reddgrow.ai with your org name.

Extension Not Posting

Approved drafts sit in the Posting Queue but nothing appears on Reddit.

1. Extension is pinned — confirm the icon is visible in Chrome's toolbar (not hidden in the puzzle menu).
2. Logged into reddit.com — open the same Chrome browser and verify you're logged in to Reddit.
3. Extension is connected — open the extension popup and confirm it shows your ReddGrow account.
4. Drafts are Queued — on the Drafts page, switch to the Posting Queue tab and confirm drafts have status Queued (not Pending).
5. Check activity log — Settings → Activity shows the last session timestamp and every action the extension took. The extension runs one posting session per day at a randomized time; if today's session already completed, the next post attempt is tomorrow.

Extension Session Lost (Silent Logout)

The extension can lose its session when the ReddGrow app session expires. Signs: no activity in Settings → Activity, extension popup shows "Not connected."

Fix:

1. Open the ReddGrow app in Chrome and confirm you're logged in.
2. Click the extension icon → Log In.
3. The /extension-auth-callback page opens in your current tab and re-links the session automatically.
4. Confirm a new "Extension connected" event appears in Settings → Activity.

On teams: each teammate's extension is a separate session — every person needs to log in individually after a session expires.

Drafts Stuck in "Queued"

A draft stays Queued when the extension cannot post it at this time.

You can archive stuck drafts from the Drafts page. Archived drafts do not count against your daily cap.

Daily Draft Cap Appears Wrong

Quotas reset at midnight UTC, not your local clock.

The daily cap is also per advocate, not per org or campaign. If only one advocate is active, the full org cap is not distributed. Adding more advocates spreads capacity across them.

If you believe there's a counting bug (published drafts still consuming quota), email support@help.reddgrow.ai with your org name and the affected date.

Brand Monitor / AI Visibility Numbers Wrong

The date range filter applies to the detection date — when ReddGrow first indexed the mention or ran the AI Visibility prompt — not the original Reddit post date.

• If you added a brand or prompt recently, historical data may not exist for earlier periods.
• AI Visibility prompts run on a schedule, not in real time. Data for a new prompt set only appears after the first scheduled run.
• If the filter appears stuck (numbers don't change), try a hard refresh (Cmd+Shift+R / Ctrl+Shift+R) and re-select the range.

Chrome Extension Info Panel Won't Open

If clicking the extension icon produces no popup or a blank screen:

1. Reload the extension: go to chrome://extensions, find ReddGrow, click the refresh icon.
2. Re-pin from the puzzle icon in Chrome's toolbar.
3. If still blank, re-install using Load unpacked from your ReddGrow dashboard download.

Wrong Org Opens on Login

If ReddGrow opens a different org than expected after login:

• Use the org switcher in the sidebar to select the correct org.
• The app remembers your last active org per browser session. If you share a browser with teammates, the last person to log in sets the default org for that session.

Slack Integration Not Working

Test button fails:

1. Disconnect Slack from Settings → Integrations and reconnect via the OAuth flow.
2. Ensure the Slack bot has permission to post to the target channel (check channel settings in Slack).

Digests stopped arriving:

1. Check if the webhook was revoked — reconnect the integration.
2. Verify the selected Slack channel still exists and the ReddGrow bot is a member.

See Slack Integration for setup details.

Still Stuck?

Email support@help.reddgrow.ai with:

• Your org name
• The specific symptom
• A screenshot of Settings → Activity if extension-related
• The recording_id of any affected draft (visible in the Drafts page URL)