This article addresses the technical challenges that advocates frequently encounter, with a particular emphasis on issues related to task submission.
Task Submission Errors
🔁 Duplicate or Conflicting Submissions
🔎 Invalid or Missing Content
🧠 System Parsing & Validation Errors
🌐 Platform/API Connection Issues
📝 Input/Submission UI Errors
📹 Video Upload Issues
🔄 Syncing & Task Completion Visibility
🎟️ Promo Code Distribution
Other Common Support Issues
🌐 Platform Access
📧 Email Issues
🎟️ Promo Code Delivery
🧭 Navigation & UI Confusion
📝 Registration and Application Issues
🔐 Log in Problems
Task Submission Errors
Error messages usually appear at the top of the screen, highlighted in red or blue:
🔁 Duplicate or Conflicting Submissions
You have previously submitted this post.
Cause: Duplicate post detected via hashtags, mentions, or post timestamp.
Fix: Use a unique hashtag or submit different content for each task.
- Another member has submitted this post.
Cause: The content has already been submitted by another advocate.
Fix: If possible, verify post ownership and ask the affected advocate to change content and resubmit the task.
- Your TikTok or IG post is associated with another member.
Cause: The same post was submitted by another advocate.Fix: Locate the duplicate, remove the conflict, and reassign ownership.
- A TikTok or IG account is associated with another member.
Cause: Duplicate handle in the system - typically from sign-up errors.
Fix: Export member data across Complete, Incomplete, and Rejected tabs. Resolve any duplicate handles or mistaken sign-ups by rejecting them.
🔎 Invalid or Missing Content
- We couldn’t find your post/Missing mention & hashtags
Cause: Missing/incorrect hashtags or mentions, or the post is private. 🚨Long captions may hide tags from the algorithm.
Fix: Ensure all required mentions and hashtags are present, visible at the top of the caption (in case of a long caption), and that the post is public.
- Please enter a valid TikTok post URL.
Cause: The URL is incorrect, truncated, or points to a photo instead of a video.
Fix: Copy the full video link using TikTok's "Share" (mobile) or click “copy link” (desktop).
- Please enter a valid Instagram Reel URL.
Cause: URL points to a profile or image post instead of a reel (video).
Fix: Use the /reel/ format, e.g., https://www.instagram.com/reel/abc123/.
- Please enter a valid Instagram post URL.
Cause: A profile or reel link was submitted instead of a post.
Fix: Use /p/ format for grid posts, e.g., https://www.instagram.com/p/xyz123/. - Invalid Pinterest post URL (no pin ID).
Cause: A standard pin was submitted instead of an Idea Pin.
Fix: Submit an Idea Pin to properly capture hashtags and mentions.
- The URL does not lead to a valid post.
Cause: The link format is incorrect or the content is unavailable or private.
Fix: Verify that the URL points to a live, public post. - Please enter a valid post URL.
Cause: Link is incomplete, broken, or malformed.
Fix: Copy and paste the full URL directly from the platform.
⚙️ Task Configuration Errors
- Incorrect post type submitted.
Cause: The advocate submitted the wrong content format (e.g., post instead of reel).
Fix: Match the content type to the specified action step in the task.
- Instagram action step is misconfigured.
Cause: Task backend set up incorrectly (e.g., set to Post instead of Reel).
Fix: Update the task configuration to reflect the correct format.
🧠 System Parsing & Validation Errors
- Validate Instagram Post - Unexpected token T in JSON.
Cause: System failed to parse Instagram post metadata.
Fix: Retry later or switch browser/device.
- Entry validation failed - source post comments.
Cause: The post has comments turned off.
Fix: Enable comments and ensure the post is public.
- Must be a valid username or full profile URL.
Cause: Incorrect or malformed username or link.
Fix: Double-check spelling and formatting of the handle or profile URL.
- Cast to Number failure for value “NaN”.
Cause: System could not read the comment count.
Fix: Make sure comments are enabled and visible.
🌐 Platform/API Connection Issues
- We are having an issue connecting to TikTok.
Cause: TikTok’s API is temporarily down or inaccessible.
Fix: General troubleshooting steps (clear cache, cookies, try different browser), retry later or retry a different connection.
- We are having an issue connecting to Facebook.
Cause: Facebook API or integration issue.
Fix: General troubleshooting steps (clear cache, cookies, try different browser), retry later or retry a different connection.
- We are having an issue connecting to Instagram.
Cause: Instagram’s API is down or blocked.
Fix: General troubleshooting steps (clear cache, cookies, try different browser), retry later or retry a different connection.
- HTTP/1.1 407 Proxy Authentication Required.
Cause: A proxy is blocking the request.
Fix: Disable proxy or try another connection.
- curl: (56) CONNECT tunnel failed, response 474.
Cause: Proxy tunnel connection failure.
Fix: Try another network or contact IT support.
📝 Input/Submission UI Errors
- Please check your entered details.
Cause: Required form fields are missing or incorrect.
Fix: Double-check all inputs before resubmitting.
- You have already uploaded this task to the portal.
Cause: Duplicate submission from refreshing or resending.
Fix: Confirm task status before retrying.
- Task submission fails with no visible error.
Cause: Frontend silently refreshes or blocks the submission.
Fix: Retry in another browser; escalate if persistent.
📹 Video Upload Issues
- Uploading video fails or never completes.
Cause: File is too large or not compatible. Must be <30MB in .mp4 or .mov.
Fix: Compress the file and use a different browser on mobile device if not attempt desktop browser.
- Video won’t upload from the mobile device.
Cause: Mobile browser compatibility issue.
Fix: Switch to desktop or use another browser.
- Video upload fails across multiple browsers.
Cause: File issue or system-wide bug.
Fix: Compress or convert file; try alternate method.
🔄 Syncing & Task Completion Visibility
- I have completed all tasks but it says I still need to do them in order to level up
Cause: There appears to be a sync or frontend display issue affecting the points system. Please review the group structure to identify any inconsistencies or errors in points attribution. The task points structure might have been changed as well.
Fix: Manually check in the Activity tab; assign points manually if necessary.
- All tasks show as completed but the system does not acknowledge them.
Cause: Frontend and backend are out of sync.
Fix: Backend verification needed; manually allocate rewards.
🎟️ Promo Code Distribution
- Promo code not received after leveling up.
Cause: No codes left for the tier.
Fix: Issue code manually or assign via an unlisted task.
Other Common Support Issues
🌐 Platform Access
Cause: Broken links, redirect loops, or access errors.
Fix: Ensure the account is fully registered. Clear cache, switch browsers or devices, and escalate if needed.
📧 Email Issues
Cause: Mismatched or mistyped email used during sign-up.
Fix: Search by name/handle. If needed, ask the user to re-sign up. Clean up duplicates in the system.
🎟️ Promo Code Delivery
Case 1: Code was not issued after task completion
- Cause: The promotion ran out of codes.
- Fix:
- Go to the dashboard → ‘Promotions’ tab.
- Check the code status for the advocate.
If no code was issued, manually send a code. - You may also use an unlisted task to issue a new code if needed.
Case 2: Advocate received an expired code
- Cause: A promo code was issued, but it is no longer valid.
- Fix:
- First, simulate a dummy purchase on the Brand e-commerce site using the advocate’s code to confirm if it’s expired. Geo location restrictions.
- If confirmed expired, contact the e-commerce team to request a new code specifically for the advocate.
You may also use an unlisted task to issue a new code if needed.
Case 3: Code was issued and redeemed already
- Cause: The code has already been used by the advocate.
- Fix:
- Go to the dashboard → ‘Promotions’ tab.
- Check the code status to verify if it has already been redeemed.
- If it has, communicate this to the advocate and provide guidance if needed (e.g., whether they’re eligible for additional codes, etc.).
🧭 Navigation & UI Confusion
Cause: Broken buttons or unclear steps causing advocate frustration.
Fix: Walk advocates through the process. Capture bugs with screenshots and report to Duel tech.
📝 Registration and Application Issues
Cause: Confirmation email not received.
Fix: Check spam folder. Ask Duel tech to check if email bounced via Mailchimp and have confirmation email resent if applicable. Have advocates reapply if unresolved.
🔐 Log in Problems
Cause: Password errors, looping logins, or account status issues.
Fix: Guide the advocate through the password reset process. Confirm the correct platform link and ensure the account is active (not incomplete or rejected).
- Error Message: "There was a problem. Sorry for your inconvenience, we're working on a fix."
- Cause: Temporary back-end updates by the tech team may cause login outages resulting in this error.
- Fix: Ask the advocate to clear cookies and cache for the period the issue started (e.g., from 5 days ago).
To avoid impacting the entire browser experience, they can clear cookies/cache only for the program login page.
If the issue persists after clearing cookies and cache, escalate to the support team for further investigation.
- Blank Page Upon Login
- Cause: This issue is commonly seen on iPhones using outdated iOS versions. The latest iOS version is iOS 18.5.
- Fix: Ask the advocate to:
-
- Update their iOS by navigating to Settings → General → Software Update and tapping Download and Install if an update is available.
- Try accessing the program via desktop as an alternative.
If the problem continues after updating or trying desktop login, report it to the support team for follow-up.