Common Operator Questions

This article covers the questions operators ask most often when managing their platform day-to-day. If you do not find your situation here, open a support ticket with a description of the issue and any relevant user or transaction IDs.

“A user says they cannot log in”

Work through these in order:

1. Check if they registered. Go to Influenzic → Users and search for their email address. If they do not appear, they have not completed registration (or registered with a different email).
2. Check if email verification is pending. If email verification is enabled and their account shows as unverified, they need to click the verification link. You can resend the verification email from the user’s admin profile page.
3. Check if they are banned. Banned users cannot log in and see a ban message. If they were banned in error, open the user in Influenzic → Users and click Unban User.
4. Check if they completed onboarding. Users who are logged in but redirected back to the setup wizard on every page have not completed their onboarding steps. They need to finish the wizard before accessing the platform.
5. Check the password. Use the standard WordPress “Send Password Reset” from the WordPress Users admin to trigger a reset email to the user.

“A brand paid but their wallet still shows zero”

This is almost always a webhook configuration problem. Follow the full diagnosis in Gateway & Webhook Troubleshooting. The short version:

• Log into your gateway dashboard (Stripe or PayPal) and check the webhook delivery log for failures.
• If the webhook failed, check whether the failure was a signature mismatch (wrong webhook secret in Influenzic settings) or a 4xx/5xx response from your server.
• Once the root cause is fixed, resend the failed webhook event from the gateway dashboard — the wallet will update without the brand needing to pay again.

“Platform emails are not arriving”

The most likely cause is that WordPress is using PHP’s default mail function, which most hosts block or which most receiving mail servers reject as spam.

1. Install and configure WP Mail SMTP with a transactional email provider (Brevo, Mailgun, SendGrid).
2. Use WP Mail SMTP’s built-in test email to send a message to your personal inbox and confirm it arrives.
3. If it arrived in spam, set up SPF and DKIM DNS records for your sending domain — your email provider’s dashboard will show you the exact DNS records to add.
4. Go to Influenzic → Settings → Emails and confirm the sender address uses your own domain (e.g. noreply@yourplatform.com), not a free email service.

Full instructions: Email Delivery Issues.

“An influencer cannot connect their social account”

Bio verification requires the influencer to add a unique code to their social media profile and then click Verify. Common failure reasons:

• Follower count below the platform minimum. Check Influenzic → Settings → Social Accounts for the minimum follower setting for that platform. The influencer’s account must be at or above this threshold.
• Bio code not added correctly. The code must appear exactly as shown — no extra characters, no spaces around it. On Instagram, it must be in the bio text. On YouTube, it must be in the channel description (not the channel name).
• Profile is private. Influenzic checks the public profile. A private Instagram or TikTok account cannot be verified. The influencer must set their profile to public before verifying.
• Their handle was previously blacklisted. Check Influenzic → Social Accounts for the handle with a blacklisted status. Use Remove from Blacklist if it was flagged in error.

“A campaign is not showing to influencers”

• Check the campaign status. Only active campaigns appear in the influencer browse page. Go to Influenzic → Campaigns and check the status. If it is pending_review, you need to approve it from the moderation queue first.
• Check the platform. The campaign is only visible to influencers who have an approved social account on the campaign’s target platform (Instagram, TikTok, or YouTube). If there are no approved influencers for that platform, no one will see the campaign.
• Check the campaign’s slot cap. If all slots are already filled (accepted_count ≥ max_slots), the campaign stops accepting new applications and is effectively hidden from influencers who have not yet applied.

“An influencer is not appearing in brand search”

• Creator Level 0 is invisible. Influencers stay at Level 0 until they have an approved rate card. Check the influencer’s profile in Influenzic → Users — if they have no rate card saved, they cannot appear in search regardless of their follower count or quality score.
• No approved social account. Brands filter discovery by platform. An influencer with no approved social account on any platform will not appear for any platform filter.
• Holiday mode is on. Check the influencer’s profile for the inzc_holiday_active flag. Influencers on holiday are excluded from all brand search results.
• Account is banned. Banned influencers are excluded from discovery.

“How do I manually refund a brand?”

Influenzic does not automatically issue refunds to payment cards — it manages funds inside platform wallets. A “refund” means crediting the brand’s platform wallet, not reversing the original card transaction.

• For unused wallet balance: The brand can request a wallet refund from their dashboard (if the refund feature is enabled in settings). You review and process it from Influenzic → Payouts as a manual transfer back to the brand.
• For an escrowed project that was cancelled: The escrow is automatically returned to the brand’s available wallet balance when the project is cancelled.
• For a dispute outcome: Use the Resolution Centre — the brand_refunded or partial_refund decision returns the relevant funds automatically.
• For a card-level chargeback: This is handled directly by your payment gateway. Stripe and PayPal have chargeback processes in their own dashboards. Influenzic does not participate in this — you must manually adjust wallet balances after a chargeback is resolved.

“A payout request has been pending for several days”

Influenzic payout requests are manual — you must send the funds yourself (via bank transfer or PayPal) and then mark the payout as completed in the admin.

1. Go to Influenzic → Payouts and find the pending request.
2. Send the funds to the influencer’s bank account or PayPal using your normal banking app or PayPal business account.
3. Once the transfer is initiated, click Mark as Paid in the payout row. The influencer is notified.

The admin dashboard shows the Oldest Payout Age tile so you always know how long your oldest pending request has been waiting. Aim to process payouts within your stated processing time (set this expectation in your platform terms of service).

“A project is stuck in the wrong status”

Admins can force any project into any status from the project detail page. Go to Influenzic → Projects, open the project, and use the Force Status control. Use this carefully — forcing a project to completed triggers payment release to the influencer. Force status actions are logged.

If a project is stuck because a deadline timer expired unexpectedly, check whether your WordPress cron is running. The daily deadline cron (run_daily_deadline_pass) must fire for projects to advance automatically. See Cron Jobs & Background Processes for how to verify and fix cron health.

“How do I test something without affecting real users?”

• Use your test brand and influencer accounts (the ones you created during initial setup).