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FAQs

Purchased Pro or Premium but still shows Free?
Please send us an email with:
 
1. A screenshot of your Preview subscriptions. Please use this guide to access your Apple subscriptions and take a screenshot:
 
2. A screenshot of your settings in Preview
 
3. Please also give us the Instagram usernames of all your current and past Preview accounts.
 
Send us an email at [email protected].
Posted Reels videos not loading in Preview?
Instagram Reels are very new. Unfortunately it seems like Instagram might not be loading Reels videos in 3rd party apps yet.
This is what people do:
  • In your Preview settings: Disable “Load Instagram Posts” and “Delete published posts”
  • Continue using Preview as usual and don’t delete your planned posts after you post them on Instagram
  • Upload your Reel videos (or Reel covers) as a placeholders for the Reel post.
Since you won’t delete your planned posts, you can design your feed on top of your old planned posts.
Hopefully Instagram will load Reels in other apps soon too.
What does "2 months FREE" mean?

The 2 months for free is part of the Yearly plans. So when you subscribe to the Yearly plan, you will only pay for 10 months, instead of 12. You get 2 months for free!

“Incorrect Password" when trying to login to Instagram

When you login on Preview with Instagram, you must login with your Instagram username (not email) and password.

If you have 2 accounts linked on Instagram or created your account using Facebook, then your account might not have a password.

Please try the following steps to give your account a password and login on Preview:

  • Go to the Instagram app and access your account
  • Go to Edit Profile
  • Give yourself an email address that is different from your other account
  • Go here and enter the new email address: https://www.instagram.com/accounts/password/reset/
  • Click the link on the email you will receive and give yourself a password for your account.

Then come back to Preview and log in with the username and new password.

”Session Expired” error message?
When you open Preview, does Preview ask you to login with Instagram or Facebook?
If so, please login with your Instagram username and password, or your Facebook account.
Can't login with Instagram?
Instagram just changed their login system.
 
Please update your Preview App:
 
  • Go to your App Store app
  • Search for Preview
  • Check if there is an “update” button
  • Update Preview
  • Try to login again
 
If it doesn’t work after updating, please send us an email.
Can't open Caption? "Unexpected Error Occurred"
Please do this:
  • Go in your Preview App settings
  • Press on “Create Preview Account”

Follow the steps on the screen. Then try to open your captions again.

Images flipped / reversed in your Preview Feed?
Update your Preview app! The issue is now fixed.
How to add more accounts in Preview?
For each Instagram account you want to add to Preview, you need a separate plan.
A Preview account can only be linked to 1 Instagram account.
 
Have a look at this tutorial to see how to add another account in your Preview app:
https://thepreviewapp.com/schedule-multiple-instagram-accounts-preview-app/
Can't login with Facebook? Not seeing your Instagram account?
1. Update your Preview App
Can you please check if you have the latest Preview app update installed on your phone?
Please go to your App Store app, search for Preview and see if there is an “update” button.
 
2. Connecting your Facebook page
Please go through this guide and make sure that you have done step 6:
 
Then go to settings in Preview and press “Log in with Facebook”.
3. Login with Facebook
iPhone: When you login with Facebook in Preview, and if you see a “Edit Settings” button, press on it and make sure you select all your pages.
 
Android + iPhone: Press on the “information” (the little “i”)  button on the top right corner of your screen and follow the steps to login.
Instagram Feed not Loading in Preview?
Your Instagram posts are loading directly from Instagram. Preview doesn’t have have any control over them (because it’s against Instagram’s rules to control Instagram posts – and Preview is approved by Instagram).
 
This issue might happen when Instagram is doing some changes in their back-end system. They might be changing / updating something in their system which is impacting how your feed loads. This issue usually lasts a couple of days. They usually brings things back to normal within a week or two.
 
What you can try to do to help:
 
  • Install the latest version of Preview (go in your app store app and check if there is an update available)
  • Restart your phone (don’t uninstall Preview, just restart your phone)

If this doesn’t work, please try this:

  • Turn off Wi-Fi on your phone
  • Use your phone internet only
  • Go back inside Preview and check if your Instagram feed is loading

If this still doesn’t work, please try this:

  • Go to settings in Preview app
  • Press the button with your username
  • Press “Unlink Instagram Account”
 
Then still in the settings:
  • Press “Link Instagram account” and link your Instagram account again.
 
And if this still doesn’t work, please send us an email.

 

My posts don't automatically post on Instagram?
Preview doesn’t automatically post on Instagram yet.

The Instagram auto-posting system is in BETA version at the moment and is only available to some companies for testing purposes.

We will add it in Preview as soon as Instagram fixes the issues they are having with their current auto-posting feature.

For now Preview will send you a notification when it’s time to post:

  • Select the photo you need to post
  • Select Instagram
  • Paste your caption & hashtags on Instagram (Preview automatically copies it for you)
  • Post

If you would like us to send you an email when the auto-post is available, please send us an email here.

"Required Permission Missing"?

Please try this:​

1. Update the app

Can you please check if you have the latest Preview app update installed on your phone?
Please go to your App Store app, search for Preview and see if there is an “update” button.
2. Login with Facebook
iPhone: When you login with Facebook in Preview, and if you see a “Edit Settings” button, press on it and make sure you select all your pages.
 
Android + iPhone: Press on the “information” (the little “i”)  button on the top right corner of your screen and follow the steps to login.
 
Need more accounts?
You can add more accounts through our website, on your computer:
 
Then you will be able to access them on your phone too.
IGTV post not loading in Preview App?

Unfortunately Instagram does not allow 3rd party apps to load IGTV videos yet.

It’s against their rules.

We want to stay Instagram-approved and safe for people to use. So we will add this to Preview as soon as Instagram officially allows this.

In the meantime, this is what people do:

  • In your Preview settings: Turn off “Load Instagram Posts” and “Delete published posts”
  • Continue using Preview as usual and don’t delete your planned posts after you post them on Instagram
  • Upload your IGTV covers as a placeholders for your IGTV post in Preview
Can I rearrange or edit Instagram photos I already posted on Instagram?

Unfortunately Instagram doesn’t allow anyone to rearrange or edit photos that have already been posted on Instagram. They are fixed. You can use Preview to plan your future posts. You will be able to see how your feed will look like before you post anyhting on Instagram. Want to see all the features in Preview? Have a look at our step-by-step guide here: How to Get Started with Preview

Do you get message "Unable to load image"?

Please update to latest version of Preview and Instagram.

To update:

  • Go in your Google Play Store app
  • Find Preview App
  • Press on “Update”

Update your Instagram app too.

How to Get a Receipt / Invoice

For purchases made on your iPhone, please go here.

For purchases made on your Android, please go here.

For purchases made on Preview Desktop, please go here

Instagram feed not showing in Preview?

Please do this:

  • Go to settings in Preview
  • press “Link Instagram account”

If you have already linked your Instagram account, in settings, press the button with your username and press “Unlink Instagram Account”.

Then still in settings, press “Link Instagram account” and link your Instagram account again.

“Suspicious Login Attempt” issue

This is an issue with Instagram.

Please turn off your mobile WiFi and use your phone’s Internet to log in with your Instagram account in Preview.

After you have logged in, you can turn on your WiFi again.

Many people all over the Internet are having this issue too.

Check out this blog post and the comments section to see what they are saying and what works for them: Click here.

You login but get asked to login again straight away?

Please try this:

  • Go to your Preview settings
  • Press the button with your Instagram username
  • Press “Unlink Business account”
  • Go back to your Preview feed
  • Refresh your feed by pulling it down
  • You will get asked to logging with Instagram
  • Login with your Instagram account (not with Facebook)
Have a Premium plan and need to add more accounts?

Preview allows you to manage one Instagram account for free.

Then you need to get a Pro or Premium plan for each Instagram account you want to manage in Preview.

The Premium plan has “Unlimited Users”. Users are other people that you can give access to your Preview feed.

You can share your Preview feed (and features) with as many people/devices as you want.

Please note that you only need one Premium plan for your entire team. You don’t need to get a Premium plan per device.

To add more accounts in your Preview App, please follow the steps here.

"Access denied" message

If you see an “Access denied” message, please try this:

1. Check that you have the latest version of Preview installed. This is important.
2. Please click here to remove Preview from your authorised apps
3. Come back in Preview. You should get asked to log in again to reauthorise Preview. Please log in again.

Hashtags suggestions don't appear when I type in Preview?

Unfortunately Instagram changed their hashtag system suddenly and removed their automatic hashtag suggestion tool for all apps and websites (like Preview).

Hopefully they will bring out another hashtag suggestion tool soon. When they do we will add it back in Preview straight away.

For now, here is what you can do:

  1. Use the Hashtag Finder (we will add more hashtags soon)
  2. Save your favorite hashtags in Preview so you can re-use them whenever you want
Switch Instagram account linked to your Preview account

Want to change the Instagram account you logged in with in Preview?

Please do this:

  • Go to settings in Preview app
  • press the button with your username
  • press “Unlink Instagram Account”

Then still in settings:

  • press “Link Instagram account” and link your other Instagram account.
How to cancel my subscription?
To cancel your subscription:

  • Go in your Preview settings
  • Select your subscription (Pro or Premium)
  • Press on “Cancel subscription”
"Account Not Found" when I try to log in Preview?

If you get this message, then you don’t have a Preview account for the account you are trying to log into. Please create a new account.

If you think that you do have a Preview account, send us an email.

I bought a filter pack but it is still locked. What should I do?
Please try this: press the “Buy” button again then press “Restore Purchase”.

If this doesn’t work, please try this:

  • Restart your phone (don’t uninstall Preview, just restart your phone)
  • Open Preview
  • Go in your Filter Pack
  • Press “Buy”
  • Press “Restore Purchase”

If it still doesn’t work, please send us an email.

I changed phones. How do I restore my previous purchases?
To restore a purchase, press the “Buy” button again then press “Restore Purchase”.
Multiple Instagram accounts linked to one email. How to add to Preview?

When you login on Preview with Instagram, you must login with your Instagram username (not email) and password.

If you have 2 accounts linked on Instagram or created your account using Facebook, then your account might not have a password.

Please try the following steps to give your account a password and login on Preview:

  1. Go to the Instagram app and access your account
  2. Go to Edit Profile
  3. Give yourself an email address that is different from your other account
  4. Go here and enter the new email address: https://www.instagram.com/accounts/password/reset/
  5. Click the link on the email you will receive and give yourself a password for your account.
  6. Come back to Preview and log in with the username and new password.
Not receiving a notification when it's time to post?

Please check if you have allowed notification for Preview in your phone settings. To check if you have the notification turned on for Preview, do this: iPhone:

  • Open your iPhone settings
  • Select “Notifications”
  • Find “Preview” in the list of apps
  • Make sure “Allow Notifications” is turned on and turn on all the ALERTS

Android:

  • Open your Android phone settings
  • Select “Apps”
  • Find “Preview”in the list of apps
  • Select “Notifications”
  • Turn on “Allow notifications”and “set as priority”.

After checking your notification settings, please try this:

  • Schedule a photo for 5 minutes in the future
  • Go out of Preview and leave your phone
  • Wait
  • See if you get a notification

If you are still not getting a notification, please email us.

What is the timezone in Preview?
The timezone in Preview is based on the timezone you set on your phone, in your phone settings.
I cannot login to my Instagram account. What should I do?

Instagram might be having problems with its login system. Preview doesn’t have control over the Instagram login system. Please try these solutions:

  1. You don’t need to login to Instagram to start using Preview. You can use Preview without logging in for now. You can log in later when Instagram is back to normal.
  2. Please restart your phone and try to login again.
  3. Make sure you have the latest version of Instagram installed on your phone.
  4. Here are few more tricks you can try: Please read these solutions.
  5. A trick that seems to work: Some people managed to log in. They told us that they tried to login in over and over and over again, and eventually Instagram logged them in. If you can, please try to log in multiple times.

Hopefully Instagram will fix their login issue soon. They usually do within a few days.

Can I sync my Preview feed with my other phones or tablets?

Yes you can. You will need to get a Premium Plan. Once you have a Premium plan, you can share your Preview feed with as many devices as you want. You only need ONE subscription to sync your Preview posts with your other devices. Have a look at this guide: How to upgrade to a Premium Plan?

How to use Preview? How do I start?
Check out our step-by-step guide.
Can I share my Preview feed with my team?

Yes you can. You will need to get a Premium Plan. Once you have a Premium plan, you can share your Preview feed with as many people (and phones) as you want. You only need ONE subscription to share your Preview feed with your team. Your team mates don’t need to get any extra subscriptions. Please see this guide on the team feature.

How do I add another Instagram account in Preview?
Have  a look at this tutorial to see how to add another Instagram account:
How to Schedule Multiple Accounts in Preview
My caption disappears when I post on Instagram. What should I do?
What happens when you paste once you are in your Instagram caption? Instagram doesn’t allow automatic pasting. Preview automatically copies the caption and hashtags for you and then you have to paste them once you are on Instagram.

Please have a look at this video to see how to paste your caption once on Instagram: watch the video.

What if your caption and hashtags disappear after you post on Instagram?

Please try this:

  • Check if you wrote the same hashtag twice
  • Check if you wrote more than 30 hashtags (Instagram hashtag limit is 30 hashtags per post)
  • Check if you tagged the same account twice in your caption
  • Check if your caption is not too long (Instagram has a limit)

Sometimes Instagram doesn’t post a photo or deletes the caption if we do those things.

How to delete or logout of my Instagram account on Preview?
To delete or logout of your Instagram account:

  • Go in your Preview settings
  • Scroll down to the bottom of your settings screen
  • Press on “Delete account” or “Logout”

If you have multiple accounts on Preview and you just want to delete one, check step 3 in this tutorial.

How to design a beautiful feed?
Download our Instagram Guide. Enjoy!
You will receive an email with the PDF. Check your junk folder if you don’t see it in your inbox.
I hid an Instagram photo. How do I unhide it?
Please try this:

  • Select another Instagram photo and press on the “reload” icon. Your other Instagram photo will appear again.
  • If it doesn’t work, restart Preview (don’t uninstall it, just restart it).
  • If that doesn’t work, restart your phone.
I cannot upload my photos or videos in Preview ?

Try this:

  • Check if you have enough storage space on your phone
  • Check that you have allowed photo access to Preview in your phone settings (see the tutorial below)
How to allow photo access?
 
iPhone:
  • Go in your iPhone settings
  • “Privacy”
  • Select “Photos”
  • Find “Preview” in the list of apps and select it
  • Select “Read and Write”

Android:

  • Go in your phone settings
  • “Apps”
  • Find “Preview” and select it
  • Under “App Settings”, go in “Permissions”
  • Turn on “Storage”
How to upload multiple photos at once in Preview?
If you have an Android phone, please try this:

1. Hold your finger pressed on a photo, or
2. Select photos from the “Photos” app

How to create one post with multiple photos in it?
To create a post with multiple photos in it:

  • Press on the “+” button
  • Select “Carousel”
  • Select your photos and videos
  • Done

Please also have a look at this guide with the images: Click here.

Need more help?

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