Help & Support
Find answers to the most common questions, troubleshoot issues yourself, or reach out to the team directly.
Top 5 Questions
1. How do I get started?
Create your account, then complete two setup steps: fill in your brand profile (Settings > Brand Profile) so the AI understands your voice, and connect at least one social account (Settings > Connected Accounts) for publishing. After that, head to the Dashboard and start creating. The whole process takes about 5 minutes.
Brand Brain works better with more detail. Include your website URL, brand guidelines, examples of content you like, and a description of your target audience. The AI uses all of this to generate content that sounds like you, not a generic bot.
2. How does the credit system work?
1 credit = $0.01 USD. Different actions cost different amounts based on the AI model and complexity:
| Action | Typical cost |
|---|---|
| Content idea | 1 credit |
| Caption or hashtags | 1 credit |
| AI image (mid-range model) | 20-30 credits |
| AI video (standard model) | 100-200 credits |
| AI video (premium model) | 300-900 credits |
Your plan includes a monthly credit allowance (Free: 100, Starter: 800, Pro: 2,000, Team: 6,500). Every generation shows its cost before you confirm, so there are no surprises. Purchase add-on credit packs anytime from Settings > Billing if you need more.
3. What AI models are available?
Social Neuron integrates 35+ AI models across video, image, text, and avatar categories. In Easy Mode, the platform picks the best model for your task and budget. In Pro Mode, you choose the exact model. See the full list with costs on the Platforms and AI Models page.
4. Can I edit AI-generated content before publishing?
Yes, at every step. AI generates drafts -- you review, edit, regenerate, or approve before anything goes live. The built-in Video Editor lets you trim, add captions, adjust timing, and export in multiple formats. Nothing is published without your explicit approval.
5. What platforms can I publish to?
YouTube and TikTok are fully live. Instagram and LinkedIn are active. X/Twitter integration is in progress. Facebook, Bluesky, and Pinterest are planned. Connect your accounts in Settings > Connected Accounts. See the full platform status on the Platforms and AI Models page.
Troubleshooting
Content not generating?
Check your credit balance. Look at the top navigation bar for your remaining credits. If your balance is zero or below the cost of the generation, the request will not start. Purchase a credit add-on from Settings > Billing.
Check model availability. Occasionally, an AI model provider experiences downtime. If one model fails, try switching to a different model in Pro Mode. Easy Mode automatically falls back to available models.
Check your generation queue. If you have multiple generations running, they process in order. Video generation can take 30 seconds to several minutes depending on the model and duration. The Content Library shows the status of each pending generation.
If a generation seems stuck for more than 10 minutes, try canceling it and regenerating. Veo 3 Quality and Sora 2 Pro are the slowest models -- they can take up to 5 minutes for a single clip.
Cannot connect a social account?
Check OAuth permissions. When connecting an account, you are redirected to the platform's authorization page. Make sure you grant all requested permissions. If you denied a permission, disconnect and reconnect the account.
Check account type. Instagram requires a Professional or Creator account (not a personal account). LinkedIn requires a company page for article publishing. YouTube works with any channel.
Clear browser cache. If the OAuth redirect loop fails, clear your cookies for socialneuron.com and the platform you are connecting, then try again.
Check connected account limits. Free plans support 2 connected accounts, Starter supports 3, Pro supports all platforms, and Team supports all platforms with up to 25 accounts.
Posts not publishing?
Check your scheduling timezone. Go to Settings > Account and verify your timezone is correct. Scheduled posts use this timezone. A post scheduled for "3 PM" publishes at 3 PM in your configured timezone.
Check the platform connection. If a connected account's OAuth token has expired, the post will fail. Go to Settings > Connected Accounts and reconnect any accounts showing a warning state.
Check the Distribution Hub. Failed posts appear with a red status indicator and an error message explaining what went wrong. Common causes: expired token, platform rate limit, content policy violation. You can retry, edit, or reschedule directly from the failed post view.
Check content requirements. Each platform enforces specific limits on video length, caption size, and file format. If your content does not meet a platform's requirements, the post will fail with a specific error. See the Requirements and Limits page for details.
If a scheduled post fails, Social Neuron automatically retries temporary failures (network timeouts, rate limits). Permanent failures (expired tokens, content policy violations) require manual intervention. You receive a notification for all failed posts.
Analytics not showing data?
Wait for the refresh cycle. After publishing, analytics refresh automatically at 1 hour, 6 hours, and 24 hours. Data from the first hour may be incomplete -- check back after 24 hours for stable numbers.
Check the connected account. Analytics require an active connection to the platform. If your account was disconnected and reconnected, historical data prior to reconnection may not be available.
Platform delays. Some platforms (particularly TikTok) delay analytics reporting by several hours. This is a platform-side limitation, not a Social Neuron issue.
Quick Links
| Topic | Where to go |
|---|---|
| First-time setup | Getting Started |
| Creating content | Content Creation |
| AI-powered ideation | Ideation Station |
| Scheduling and publishing | Distribution Hub |
| Performance tracking | Analytics |
| Billing and credits | Credits and Plans |
| Automations and workflows | Automations |
| Platform requirements | Requirements and Limits |
| AI models and platforms | Platforms and AI Models |
| API and developer tools | Developer API |
| MCP server setup | MCP Quickstart |
| Authentication guide | Authentication |
| Common questions | FAQ |
Developer Support
If you are integrating with the Social Neuron API or MCP server:
- Start with the MCP Quickstart guide for AI agent integration
- Read the Authentication guide for API key setup and OAuth 2.0 + PKCE flow
- Browse the REST API Reference for HTTP endpoints or the MCP Tools Reference for the 60-tool MCP interface
- Report bugs and feature requests at github.com/socialneuron/mcp-server/issues
API access requires a Starter plan ($29/month) or higher. Starter includes read and analytics access. Pro and Team plans include full API access. Free and Trial plans do not include API access.
Contact Support
Our team typically responds within a few hours during business hours (Monday through Friday, 9 AM to 6 PM GMT).
Email: socialneuronteam@gmail.com
When contacting support, include:
- Your account email address
- A description of the issue or question
- Screenshots if applicable
- The browser and device you are using
- Any error messages you see
Account Management
| Action | How |
|---|---|
| Change password | Settings > Account > Change Password |
| Update email | Settings > Account > Email |
| Delete account | Settings > Account > Delete Account (permanent, includes data export option) |
| Export your data | Settings > Account > Export Data (GDPR Article 20 -- all your data as structured JSON) |
| Cancel subscription | Settings > Billing > Manage Subscription |
Account deletion is permanent and cannot be undone. We recommend exporting your data first. Financial records are retained for 7 years as required by law.
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