Reference
Start troubleshooting here
Find what went wrong in one table and go straight to the page that fixes it, with what to check when an email from SemPost doesn't arrive.
Something didn't happen the way you expected? Find what you see in the table below and open the page it names. Each of those pages starts from what SemPost shows you, such as a status, a message or a greyed-out button, and gives the steps that fix it.
Most problems can be caught before they cost you a post: go through the regular checks once a week, and through Before you switch to live mode before your posts start going out for real.
Find what you see
| What you see | Where to go |
|---|---|
| A post didn't go out, or its status is Failed, Expired or Validated (test) | Posts that didn't go out |
| A social account shows Needs reconnecting, or says the network's permission could not be renewed automatically | A connected social account, in Connection problems |
| A social account or a store won't connect | Connection problems |
| A generation or a Studio job didn't start, stopped halfway or hasn't finished | Generation problems. The Generating card at the top of the Approval queue follows each product of a generation; Studio jobs are under The Studio and the Video Studio. |
| A button is greyed out or missing, or a whole page doesn't open | A button is greyed out or missing |
| A payment didn't go through, Your payment failed shows on every page, or there's a charge you don't recognise | Payment and billing problems |
| You can't sign in, or your two-factor code isn't accepted | Can't sign in |
| An email from SemPost doesn't arrive | Emails don't arrive, below |
| An automation rule shows Waiting or Stopped, or made no posts | Rule statuses and warnings |
| An RSS feed shares nothing, or its row says Error | If something goes wrong, in Share your blog's new posts (RSS) |
| Your store's products are missing or out of date | A store marked Needs reconnecting lists no products: see Store checks, reconnecting and removing. A change you just made in your store can take up to 10 minutes to show, and Check on the store's row reads it at once: see How fresh the list is. |
| A connected AI assistant can't connect, or says a request waits for your confirmation | If something goes wrong, in Connect an AI assistant. Only an owner connects an assistant, once Allow assistant connections is on in Settings › Workspace. A request waits under Waiting for your confirmation in Settings › Connected assistants for 10 minutes. |
Emails don't arrive
Go through these in order:
- Is your address verified? Settings › Profile shows Verified next to your email: the weekly summary, the special days emails and the assistants' daily summary go only to a verified address. If you came from the Shopify admin and the page says Shopify hasn't verified your email yet, SemPost sends you no email at all: verify it in Shopify and open SemPost again.
- Is the email switched on? The Emails card in Settings › Profile has a switch for each email you can choose: Weekly summary for owners and admins, Assistants' daily summary for owners, Weekly special days email and Reminders of the days you follow. Each member chooses for themselves, in each workspace. The one-click unsubscribe at the foot of an email switches it off until you switch it on here again.
- Is the email for your role? Emails about problems go to the workspace's owners and admins: most failed live posts, an account or a store that needs reconnecting, and an automation rule that stops or waits.
- Was the post live? Emails about failed posts go out for live posts only, never in test mode.
- Look in your spam folder, and mark SemPost's email as not spam.
- A verification link or a new password? See Can't sign in. SemPost sends at most 5 of each a day to one address.
- An invitation? It can't be sent again as it is: an owner or admin presses Revoke on it in Settings › Team and invites the same address again. An address gets one invitation a day.
Still stuck?
Write to [email protected]. Say what you were trying to do and what SemPost showed, word for word if you can, and name the post, account or rule. A screenshot helps.