Troubleshooting

If your problem isn't listed, email hello@shlist.com with the post or page link, the error message, and roughly when it happened.

Programs#

Overview, Campaigns, and other pages are missing from the sidebar#

Until a program is paid, a workspace without a Roar plan shows Home, Chat, Offers, and Settings. The rest opens when you pay to kick off. See Kickoff.

"We couldn't open checkout. Try again, or talk to your Shortlist contact."#

Select the pay button again; each attempt opens a new checkout. If it keeps failing, ask your Shortlist contact to send an invoice instead.

"A card payment didn't go through"#

The card was declined. Pay again from the program's page with another card, or ask to pay by invoice.

"We couldn't finish reading that link."#

Roar couldn't read the link you gave it for your brand report. Try your website or a social profile, or book a call.

The Team or Developers tab is missing#

These tabs appear for workspaces on a Roar plan. A workspace without one sees Profile and Upgrade. Ask your Shortlist contact if you need teammates added to a program workspace.

Tracking posts#

"That post is already being tracked."#

The post is already in your workspace, possibly in another campaign or group. Find it on Campaigns → Posts and use Move to… to move it.

"Unsupported URL."#

Roar couldn't read the link as a post. Check that:

• It's a link to a single post, Reel, Short, or video, not a profile or channel page. To follow a creator, track their account instead.
• It's from TikTok, Instagram, or YouTube.
• It's the full link, copied from the app's Share or Copy link button.

Pasting links does nothing#

Paste-to-track works on Campaigns → Posts when exactly one group is selected, so Roar knows where the posts belong. Select a group and paste again, or use Create New Post to choose the campaign and group by hand. See Track posts.

"Tracked video limit reached."#

You're tracking as many posts as your plan includes (250 on Individual, 1,000 on Pro). Turn tracking off for posts you no longer need with the Tracking switch on Campaigns → Posts, or move to a bigger plan. See Plans and usage.

Numbers and refreshes#

A post stopped updating#

Possible causes:

• The post was removed. If a post can't be found on three refreshes in a row (because it was deleted, made private, or taken down), Roar stops tracking it. Its history is kept.
• Tracking is off. Check the post's Tracking switch, and that its campaign or group isn't paused. A paused campaign or group pauses every post in it.
• It's an older post. With scrape decay on, older posts refresh less often. See Refreshes.

To update a creator's posts immediately, open them on Creators and choose Resync profile & posts.

Saves show "—"#

The platform didn't report saves for that post, which is common on Instagram. Roar shows "—" instead of 0, and counts missing saves as 0 in engagement rate. See Metrics and formulas.

EMV or CPM is blank#

CPM requires spend, so enter what you paid for the post. The reach part of EMV requires a Target CPM in Settings → Workspace. See Settings.

The numbers differ from the platform's own app#

Roar shows numbers from its most recent refresh, so fast-growing posts will be ahead in the platform's app.

Your agent and credits#

"This workspace is out of AI credits."#

Today's AI credits are used up. The allowance resets daily. Owners can choose Top up credits or buy more in Settings → Usage & Billing (100 for $10). Members see "Ask a workspace owner to top up."

"Daily sourcing run limit reached."#

You've started as many sourcing runs as your plan allows today (10 on Individual, 25 on Pro). Runs started in chat and over MCP share this limit. It resets tomorrow.

A sourcing run won't start because of credits#

Each run costs 25 AI credits, taken when it starts. The message says how many you have left. Buy more, or wait for the daily reset.

"Workspace already has 2 active … run(s)."#

Two sourcing runs are already waiting or running. Cancel one from its card in chat, or wait for one to finish.

A sourcing run failed#

Credits for failed runs aren't refunded. Try again, and if the same request keeps failing, email us the conversation link.

MCP and outside agents#

401 Unauthorized, or "MCP authentication is required."#

The key is missing, mistyped, or revoked, or the person who created it has left the workspace. Create a new key in Settings → Developers, or sign in again. See MCP keys and sign-in.

"This MCP key cannot call that tool."#

The key is Read and the request needs Read and write (tracking, creating, tagging, sourcing). Create a Read and write key, or reconnect and choose it at sign-in.

"Daily MCP tool limit reached."#

Your workspace has used today's MCP calls (500 on Individual, 2,000 on Pro). They reset tomorrow.

"Owner access required."#

Only owners can create MCP keys. Ask an owner to create one for you. See Team and roles.

Team and access#

A teammate can't see the workspace#

Check Settings → Team. If their email is under Pre-added emails, they haven't signed up yet or used a different address. They need to sign up with the exact email you added.

You can't change a setting#

Most workspace settings are owner-only. Settings → Workspace shows Your Role.