When something looks stuck

First, the honest wait times — if you’re inside these windows, nothing is wrong yet:

• Brand scan for a new brand — 1–2 minutes.
• Video breakdown from a pasted link — 1–3 minutes.
• Live reference search — first results within about a minute.
• One step of a content project — a few minutes per step.

You can keep chatting while any of these run.

A brand scan usually finishes in a minute or two. If it’s been noticeably longer:

1. Check whether the account is private or very new. A private account gives the scan nothing to read.
2. If it is, restart with the This is a private or new account. checkbox ticked and add your website — your Director builds Brand DNA from your site’s public text instead. See Set up your first brand.
3. If the account is public and the scan still hasn’t finished after several minutes, refresh the page. Scans resume; they don’t start over.

Paste a public Instagram Reel or TikTok video link into chat and your Director breaks it down. When that fails, the card tells you why in plain words. The two most common messages:

• "We couldn’t fetch the video from the source. The link may be private or expired." — Open the link in your browser. If it asks you to log in, the video is private and can’t be analyzed.
• "This URL isn’t a TikTok video or Instagram Reel." — You may have pasted a profile link instead of a video link. Copy the link from the video itself.

For anything temporary — too many videos at once, a slow network — tap Retry on the card. One retry fixes most of these.

This is a feature, not an error. While building your content project, your Director works in steps — Research, Storyline, Creative brief, Screenplay, Storyboard, Shot list — and sometimes pauses to ask which direction you prefer.

1. Read the question in the card.
2. Click one of the option buttons — or click Revise instead and type your own direction.
3. The project resumes on its own.

While a project runs, the message box stays open — you can steer in plain words at any time. Type "Skip the current stage," "Revise the last stage" plus what should change, or drop in a note like "keep it under 25 seconds." More in Turn an idea into a script.

When a task fails, the card says so and usually offers Retry. Messages like "Too many videos are being watched at once. Tap Retry in a moment." mean exactly that — wait a beat and retry. If the same card fails twice in a row, copy the message text and send it to us.

Your followers, engagement, and daily insights refresh once a day — they’re a daily snapshot, not a live ticker. If today’s post isn’t reflected yet, that’s expected. For the freshest read, ask your Director directly in chat: "how did this week go?"

Each limit message names itself:

• Monthly limit reached — your monthly credits are used up. They reset at the start of your next billing cycle.
• "You’ve reached today’s agent turn limit — upgrade for unlimited turns." — you’ve sent your 30 messages for the day. The counter resets tomorrow.
• Profile limit reached — you’re at your plan’s tracked-brand count.

None of these lose your work. What each plan includes — and what to do at each limit — is covered in Plans, credits, and your free trial.

Email contact@enlightenanimation.com. Including these four things gets you a faster answer:

1. The brand handle you were working on.
2. What you asked or clicked right before the problem.
3. Roughly what time it happened.
4. A screenshot of the card or message, if you can grab one.