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

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:

• Kontaktformular
• E-Mail: support@murpheuz.com