Troubleshooting & FAQs
Find a video, fix an upload or recording error, or look up a quick answer.
21 articles
- How to Manage and Troubleshoot Notifications in MarketScaleManage your MarketScale notification settings and troubleshoot common email or in-platform notification issues.
- How Can I Troubleshoot Login Issues in MarketScale?Having trouble logging into MarketScale? Most login issues can be resolved with the steps below, including password issues, browser conflicts, verification errors, and email sign-in problems.
- How to Ship UGC in Highly Regulated Industries Without Getting Stuck in ReviewA practical guide (using healthcare/medtech as the case study) for building Green/Gray/Red lanes, claims guardrails, and faster approval workflows, so decentralized creator content can ship safely and consistently.
- Why isn't my content showing up on my hub?Troubleshooting guide for content submitted via Publish to MarketScale that is not appearing on your Creator Hub.
- Why your video is stuck and hasn't moved to editing yetWhy videos stall in submission and never move to editing. Commenting on a video isn't the same as requesting edits. Walk the full edit request form, hit the 100-character minimum…
- How to Fix Low-Energy On-Camera Delivery in 60 SecondsPosture. Breath. Hook. Smile. Three takes max. A 60-second reset to turn low-energy video into confident, watchable UGC.
- Troubleshooting Audio Playback on MarketScaleEasy guide for fixing silent audio for videos in MarketScale. Covers quick checks, browser issues, and file-specific problems so you can spot what’s wrong fast and know when to send…
- Videos from my phone's photo library don't appear after I select themIf videos from your phone's photo library don't appear after selection, it's usually a browser permission issue. Here's how to fix it.
- Advanced Troubleshooting: Camera & Switcher SetupsTroubleshoot DSLR, ATEM, and capture card connection issues. Covers browser handshakes, resolution mismatches, background app conflicts, and cabling. Use this 5-step checklist to fix your setup and get your pro…
- Fix Your Framing for Webcam Content!Stop the up-the-nose shots. Learn quick fixes for clean, centered, confident webcam framing that instantly upgrades your on-camera presence.
- Want Better Audio? Fix Your Mic Placement!Bad audio kills good content. Fix it fast, move your mic closer and boost your voice clarity instantly, no gear upgrade needed.
- Troubleshooting "CSRF Token Mismatch" ErrorSeeing a "CSRF Token mismatch" error? It's just your browser and our server getting briefly out of sync. Here’s how to fix it, fast.
- Why is my video buffering or stopping during playback?If a video keeps pausing, stuttering, or buffering while you're watching it in MarketScale, here's how to diagnose and fix it fast.
- Basic browser troubleshooting: refresh, incognito, and switching browsersThree quick browser steps that fix most "buttons not responding" or "page not loading" issues in MarketScale: refresh, incognito, switch browsers.
- What do I do if I get error notifications when I try to submit editing instructions (404 error or similar)Troubleshooting steps for 404 errors (or similar) when submitting editing instructions in MarketScale.
- Troubleshooting Email Delivery from MarketScaleNot getting a MarketScale email? Find out why and fix it fast. Two paths: one for invitations and password resets, one for notification emails.
- How to fix missing email notifications in MarketScaleHow to fix missing MarketScale email notifications. Go to your profile picture (top right), Edit Profile, then Notification Center, and check every box: channel updates, media requests, content ready for…
- How to use the AI chatbot for instant self-service supportHow to get instant answers from the MarketScale support chatbot. Click the circular icon on any page, type your question, get step-by-step help, and escalate to a live agent or…
- Why can't a Member comment on or interact with a coaching video?If a Member can't comment on or interact with a coaching video, work through these steps:1. View Only mode hides all interaction options, including commenting and the "Got It" button.2.…
- Coaching Videos vs. Standard Media: Interaction DifferencesExplains how coaching video interactions (Got It, commenting, access) differ from standard media sharing in MarketScale.
- How does the "Got It" button work on coaching videos?Explains who sees the "Got It" button on coaching videos, when it appears, and what controls its visibility.