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Common Issues

This page covers the most frequently encountered issues in Soku and how to resolve them.

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Login Problems

If you requested a magic link but have not received it:
  1. Check your spam/junk folder. Magic link emails can sometimes be filtered.
  2. Wait a few minutes. Email delivery can occasionally be delayed.
  3. Try again. Go to the login page and request a new magic link.
  4. Check your email address. Make sure you entered the correct email — the one you used when you signed up.
Magic links expire after a short period. If you waited too long before clicking the link, request a new one.

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Google sign-in not working

If you are unable to sign in with Google:
  1. Check that pop-ups are not blocked. Google OAuth opens a pop-up window. Make sure your browser allows pop-ups from mysoku.io.
  2. Try a different browser. Some browser extensions (especially ad blockers or privacy tools) can interfere with OAuth flows.
  3. Clear your browser cache. Cached data can sometimes cause authentication issues.
  4. Make sure you are using the correct Google account. If you have multiple Google accounts, ensure you are selecting the one associated with your Soku account.

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Stuck on a loading screen after login

  1. Clear your browser cache and cookies for mysoku.io.
  2. Try a hard refresh (Ctrl+Shift+R on Windows/Linux, Cmd+Shift+R on Mac).
  3. Try an incognito/private window to rule out browser extensions.

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Email Verification

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Did not receive verification email

  1. Check your spam/junk folder.
  2. Make sure you signed up with the correct email address.
  3. Request a new verification email from the login page.
Verification links are time-limited. If yours has expired, go to the login page and request a new one. The process is the same as requesting a magic link.

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Subscription Not Recognized

If you have subscribed but Soku still shows your account as inactive or on a free trial:
  1. Wait a moment. It can take a few seconds for the subscription status to update after payment.
  2. Refresh the page. A hard refresh (Ctrl+Shift+R or Cmd+Shift+R) can resolve stale state.
  3. Check your email for a payment confirmation from Stripe. If you did not receive one, the payment may not have gone through.
  4. Visit Settings > Billing and verify your subscription status in the Stripe billing portal.
  5. Check your payment method. If your card was declined, the subscription will not activate. Update your payment method and try again.
If your subscription still does not appear after trying the steps above, contact Soku support with your account email and the approximate date and time of your payment.

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Posts Not Publishing

If a post shows a “failed” status:
  1. Check the error message on the post’s status page at /posts. The error usually indicates the cause (expired token, invalid media, platform rejection).
  2. Verify your platform connection in Settings > Integrations. If the token status is red, re-authorize the account.
  3. Check your subscription status. Publishing is disabled if your trial has ended or your subscription is inactive.
  4. Review media requirements. Some platforms reject files that do not meet their format or size requirements.
For detailed publishing error codes, see Publishing Errors.

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Media Upload Failures

ProblemSolution
Upload fails immediatelyVerify the file format is supported (MP4, MOV, WEBM, MKV for video; JPEG, PNG, WebP for images).
Upload times outCheck your internet connection. Large video files (up to 500 MB) may take several minutes on slower connections.
File exceeds size limitVideos must be under 500 MB, images under 50 MB. Compress the file and try again.
See Media Formats and Limits for full details.

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Dashboard Not Loading

If the Soku dashboard is not loading or appears blank:
  1. Check your internet connection.
  2. Try a hard refresh (Ctrl+Shift+R or Cmd+Shift+R).
  3. Clear your browser cache and cookies for mysoku.io.
  4. Try a different browser or incognito window.
  5. Disable browser extensions temporarily, especially ad blockers and privacy tools.
  6. Check the Soku status page to see if there is an ongoing outage.