Troubleshooting for creators

Most problems have a quick fix. Find yours below, and if it's not here, the table at the end tells you who can help. Questions rather than problems are answered in the Creator FAQ.

I can't sign in

• The code or link doesn't work: sign-in links and codes expire and work once. Request a new one from the sign-in page, and use the newest email.
• No email arrived: check spam and promotions, and make sure you typed the address you signed up with.
• You signed up with Google: click Google on the sign-in page again; there's no separate password.

"Invitation Mismatch"

You're signed in with a different email than the one the brand invited. Sign in with the invited address, or ask the brand to invite the email you use. See Join a brand.

My invitation or invite link expired

Email invitations last 7 days. Ask the brand for a new invitation or link.

The marketplace is locked

It opens once your profile has your country, birth date, and languages. Unlock the marketplace links to whatever's missing. If a brand invited you, your account doesn't include the marketplace; see Join a brand.

A job I want isn't in the marketplace

It doesn't match your country, languages, age, or AI-content answer, it's paused, or it belongs to a brand you already work with. See Which jobs you see.

A featured account or video won't verify

Pick the right platform and enter the handle, not a share link. Make sure the account or video is public. You get 30 checks a day for accounts and videos together, so add everything first and save once. See Featured accounts and videos.

I replied to an email and nothing happened

Replies to viral.app emails reach our support team, not the brand. To apply, open the job in the Marketplace and click Apply. To reach a brand you work with, use Chat.

"You've applied to a lot of jobs today"

You've sent 10 applications in the last 24 hours. Try again once the oldest one is a day old. Answering a job offer doesn't count toward the limit.

My video doesn't count

Wait a day: new videos and views can take that long to show. Then go through Check that a video was counted. Views that come in after a video's view window closes don't add pay; see Which views count.

My payout is missing or late

• Still Due: the brand hasn't settled it yet. Ask the brand.
• Lower than expected: see Why is my payout lower than I expected?
• Ready to claim but no email: claim it from Payouts in viral.app.
• The claim link doesn't work: claim from Payouts, which opens a fresh link, or ask the brand to resend the email.
• Expired: ask the brand to reissue it.
• Claimed but not arrived: check the typical transfer times, then use the support chat on the claim page.
• The transfer failed: fix your details on the claim page and claim again. See If a transfer fails.

Who to ask