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Troubleshooting

Here are solutions for common issues. If your problem is not listed, contact us.

Chrome extension

Extension shows "Not connected"

Problem: The extension says your account is not connected.

Solution:

  1. Open your dashboard settings
  2. Generate a new token
  3. Copy the token
  4. Open the extension popup and paste the token
  5. See details in Connect account

Token does not work

Solution:

  • Make sure you copied the full token
  • Check whether the token is still valid (dashboard settings)
  • Generate a new token and try again
  • Reinstall the extension

Save button not visible

Problem: No save button appears on TikTok/Instagram.

Solution:

  • Make sure you are on a profile (not the home feed or a single post)
  • Reload the page (F5 or Ctrl+R)
  • Verify the extension is enabled (Chrome → Extensions)
  • Disable other extensions that may conflict

Data is incomplete

Problem: Follower counts or fields are missing.

Solution:

  • Wait until the page is fully loaded
  • For Instagram: ensure you are logged in
  • Private profiles provide limited data

Extension stopped after Chrome update

Solution:

  1. Go to chrome://extensions
  2. Disable Murpheuz · Creator Hub
  3. Enable Murpheuz · Creator Hub again
  4. If that does not help, remove and reinstall the extension

Dashboard & account

Login does not work

Solution:

  • Check if your email is entered correctly
  • Reset your password
  • Clear cookies for influencer.murpheuz.com
  • Try another browser or private mode

No verification email received

Solution:

  • Check your spam folder
  • Wait 5-10 minutes
  • Click "Resend email" on the login page
  • Verify the email address is correct

Creators not visible

Problem: Dashboard is empty although creators were saved.

Solution:

  • Reload the page
  • Check the selected filter (a list filter may be active)
  • Log out and in again
  • Verify the extension is connected to the correct account

AI agent or sub-section is missing

Problem: The agent tab or the training area is not visible.

Solution:

  • First verify your role inside the organization
  • The agent tab is visible for admin and owner roles
  • The training area is visible only for superadmins
  • If a direct link does not work, reopen the dashboard and switch into the agent tab again

Quick menu does not show the expected actions

Problem: The quick menu inside the dashboard does not show the shortcuts you expected.

Solution:

  • Check whether you are in the correct tab
  • The quick menu shows different actions depending on the active tab
  • Close and reopen the quick menu if you just changed the tab
  • On mobile: open the relevant agent sub-section first, then use the quick menu
  • Viewer accounts do not see direct agent shortcuts — those require at least Member access

Creator discovery

Search returns no results

Problem: The creator search shows "No results".

Solution:

  • Select a platform first (TikTok or Instagram)
  • Lower the minimum follower count or remove it entirely
  • Remove or broaden regional filters (country, language)
  • Use broader keywords instead of very specific terms
  • Start with fewer active filters and refine step by step

Save a search and reuse it later

  1. Set up your desired search filters
  2. Click "Save search" below the filter area
  3. Give the search a name
  4. Saved searches are visible to all members of your organisation
  5. Load a saved search from the panel at the top right of the Discover tab

Find similar creators (lookalike)

The lookalike feature finds creators with a profile similar to a known creator.

  1. Enter a known creator handle (e.g. @example) in the lookalike field
  2. Choose a platform (default: TikTok)
  3. Click "Search"
  4. Results show creators with matching hashtags and similar reach

Save creators to my list

  1. Run a search and select the desired creators using the checkbox
  2. Click "Save selected"
  3. Saved creators appear in the "Creators" tab of your dashboard
  4. Note: Viewer accounts can view creators but cannot save them

Billing & subscription

Payment failed

Solution:

  • Check whether your card is valid and has sufficient funds
  • Try a different payment method
  • Contact your bank if payment is blocked
  • Contact us for alternative payment options

Plan upgrade does not work

Solution:

  1. Go to Settings → Subscription
  2. Click "Manage plan"
  3. If the button does not work: clear cookies and try again

Still having issues?

If none of these solutions work, contact us:

For faster support: Describe the issue as precisely as possible including browser, OS, and screenshots.