preroll.io docs
Features

Troubleshooting

Solutions for common issues with authentication, integrations, storage, email delivery, and portal access.

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This page covers common issues you might encounter while using preroll.io, along with their solutions.

Authentication Issues

Symptoms: Clicking the magic link shows an error, or you're redirected to the login page.

Solutions:

  1. Check link expiry — Magic links expire after 15 minutes. Request a new one if the link is old.
  2. Check your email — Make sure you're clicking the most recent link. Earlier links are invalidated when a new one is sent.
  3. Clear cookies — Clear your browser cookies for preroll.io and try again.
  4. Check the email address — Ensure you're using the same email address you registered with.
  5. Disable VPN — Some VPNs can interfere with token validation.

Session expired unexpectedly

Symptoms: You're logged out while actively using preroll.io.

Solutions:

  1. Sessions last 7 days by default. If you're being logged out sooner:
    • Check if you have browser extensions that clear cookies
    • Ensure your system clock is accurate
    • Try a different browser to rule out browser-specific issues
  2. Click Sign In and request a new magic link

"You don't have access to this organization"

Symptoms: After signing in, you see an access error instead of your dashboard.

Solutions:

  1. Confirm you're using the correct email address
  2. Check with your organization owner/admin that your membership is active
  3. If you were recently invited, try signing out and back in

Integration Disconnections

Transistor.fm connection lost

Symptoms: Publishing fails with "unauthorized" or "invalid API key" error.

Solutions:

  1. Go to Settings > Integrations
  2. Check the Transistor connection status
  3. If disconnected, click Reconnect and re-enter your API key
  4. Verify the API key is still valid in your Transistor account settings
  5. Ensure the Transistor show hasn't been deleted or transferred

YouTube / Google OAuth expired

Symptoms: YouTube publishing fails, or you see "token expired" errors.

Solutions:

  1. Go to Settings > Integrations
  2. Click Reconnect next to YouTube/Google
  3. Re-authenticate with your Google account
  4. Ensure you grant all requested permissions

Google OAuth tokens expire periodically and need re-authorization. This is normal.

Frame.io disconnected

Symptoms: Comment sync stops, or you see "authentication failed" in the activity log.

Solutions:

  1. Go to Settings > Integrations
  2. Click Reconnect next to Frame.io
  3. Re-authenticate with your Adobe ID
  4. Ensure your Frame.io team/project still exists

Note: Frame.io uses Adobe IMS for authentication. If your Adobe account password changed, all Frame.io connections need re-authentication.

Google Drive disconnected

Symptoms: File delivery to Google Drive fails.

Solutions:

  1. Go to Settings > Integrations
  2. Reconnect your Google account
  3. Ensure the target Drive folder still exists and you have write access
  4. Check that Drive storage isn't full

Storage and Upload Errors

Upload fails or stalls

Symptoms: File upload progress bar stops or shows an error.

Solutions:

  1. Check storage quota — View usage in Settings > Storage
  2. Check your connection — Large uploads need a stable connection
  3. Try a different browser — Some browser extensions block uploads
  4. Retry — Click the retry button; transient network issues are common

"Storage limit exceeded"

Symptoms: Upload button is disabled or shows a storage warning.

Solutions:

  1. Check your current storage usage in Settings > Storage
  2. Delete unused files from the storage management table
  3. Upgrade your plan for more storage, or add storage at $19/TB/month (Pro and Studio)
  4. Consider linking external files instead of uploading (Frame.io, Google Drive, Vimeo)

Uploaded file shows broken preview

Symptoms: Image thumbnails or video previews don't render.

Solutions:

  1. Verify the file isn't corrupted (try opening it locally)
  2. Check that the file format is supported
  3. Large files may take a moment to process — wait 30 seconds and refresh
  4. Clear your browser cache

Email Delivery Issues

Symptoms: Client says they never got the email.

Solutions:

  1. Check spam/junk folder — preroll.io emails sometimes land in spam initially
  2. Verify the email address — Check for typos in the client's email on their profile
  3. Whitelist the sender — Ask clients to add notifications@preroll.io to their contacts
  4. Check corporate filters — Some companies block emails from unfamiliar domains
  5. Resend — Use the "Resend Invitation" button on the client's portal access settings

Emails arriving delayed

Symptoms: Magic links or notifications arrive minutes or hours late.

Solutions:

  1. This is usually on the recipient's email server side
  2. Magic links remain valid for 15 minutes from when they were sent (not received)
  3. If consistently delayed, the client should check with their IT department
  4. Request the link, then check email immediately (don't wait)

Portal Access Issues

Client sees "Portal not found" or blank page

Symptoms: Client clicks the portal link but sees an error.

Solutions:

  1. Confirm portal access is enabled for this client
  2. Check that the client's email matches what's configured in portal access
  3. Ensure the magic link hasn't expired (15-minute window)
  4. Have the client try a different browser or clear cookies

Client can't see their deliverables

Symptoms: Client logs into the portal but the deliverable list is empty.

Solutions:

  1. Verify deliverables are in submitted status (not draft)
  2. Check that deliverables are attached to the correct episode and show
  3. Confirm the show belongs to the correct client record
  4. Check that the episode isn't in a hidden/archived state

Client sees wrong content

Symptoms: Client reports seeing content from another show or client.

Solutions:

  1. This should not happen due to RLS policies. If it does:
    • Check that shows and episodes have the correct client_id
    • Verify the client's client_user_id matches their auth record
    • Contact support immediately — this may indicate a configuration issue

Distribution Failures

Transistor publish fails

Symptoms: Episode status shows "failed" after attempting to publish.

Solutions:

  1. Check the error message in the distribution tab
  2. Common causes:
    • Audio file format not supported (use MP3 or M4A)
    • File too large for your Transistor plan
    • Missing required fields (title, audio file)
    • API key revoked or expired
  3. Fix the issue and click Retry

YouTube upload fails

Symptoms: Video upload starts but fails partway through.

Solutions:

  1. Check the error message in the distribution tab
  2. Common causes:
    • OAuth token expired (reconnect in Settings)
    • Video file exceeds YouTube limits
    • Daily upload limit reached
    • Copyright/content policy flag
  3. For large videos, ensure a stable connection during upload

Castopod publish fails

Symptoms: Episode publish returns an error or shows "failed" status.

Solutions:

  1. Check the error message in the distribution tab
  2. Common causes:
    • Castopod instance unreachable from the preroll.io server (check the instance URL)
    • Invalid credentials (username or password changed)
    • Audio file format not accepted by Castopod
    • Castopod returned an HTML error page (often from Cloudflare or a reverse proxy — check your Castopod server configuration)
    • Episode slug conflict (an episode with the same slug already exists on Castopod)
  3. Fix the issue and click Retry

Scheduled publish didn't fire

Symptoms: The episode was scheduled to publish at a specific time but remains in "scheduled" status.

Solutions:

  1. Check if the schedule time has actually passed (verify timezone)
  2. Look for error messages in the distribution tab
  3. Verify the integration connection is still active
  4. Manually publish if the schedule window has passed

Performance Issues

Kanban board loads slowly

Symptoms: The board takes a long time to load or feels sluggish.

Solutions:

  1. Reduce visible episodes — Use filters to show only relevant episodes
  2. Archive completed shows — Remove old shows from the active board
  3. Clear browser cache — Stale data can slow rendering
  4. Check your connection — Slow connections affect real-time updates

Pages not updating in real time

Symptoms: Changes made by team members don't appear until page refresh.

Solutions:

  1. Check your internet connection
  2. Try refreshing the page (Ctrl/Cmd + R)
  3. Real-time updates require a WebSocket connection — some corporate firewalls block these
  4. If persistent, try a different network

Getting More Help

If none of the above solutions resolve your issue:

  1. Check the error message — Copy the exact error text for reference
  2. Note your browser and OS — Helps identify browser-specific issues
  3. Check the status page — Look for any ongoing incidents
  4. Contact support — Email support@preroll.io with:
    • What you were trying to do
    • What happened instead
    • Any error messages
    • Your browser and OS
    • Screenshots if possible

White-Label Branding

Customize the client portal with your own logo, colors, and business name.

FAQ

Frequently asked questions about preroll.io — billing, limits, security, integrations, and more.

On this page

Authentication Issues"Unable to sign in" or magic link not workingSession expired unexpectedly"You don't have access to this organization"Integration DisconnectionsTransistor.fm connection lostYouTube / Google OAuth expiredFrame.io disconnectedGoogle Drive disconnectedStorage and Upload ErrorsUpload fails or stalls"Storage limit exceeded"Uploaded file shows broken previewEmail Delivery IssuesClient not receiving magic links or notificationsEmails arriving delayedPortal Access IssuesClient sees "Portal not found" or blank pageClient can't see their deliverablesClient sees wrong contentDistribution FailuresTransistor publish failsYouTube upload failsCastopod publish failsScheduled publish didn't firePerformance IssuesKanban board loads slowlyPages not updating in real timeGetting More Help