📋 Available on: Startup, Growth, Enterprise, Agency, Custom, and legacy Pro/Advanced/Enterprise plans. Not available on Starter or Free plans
If you can see a creator's content when you view their profile under Social Profiles > Creator Profile, but that same content isn't showing up in your Content tab, Seeding tab, or other filtered views, work through the steps below.
1. Check your account connection
Go to Settings > Sources and verify that the relevant social platform account is still connected to Archive. Disconnected accounts won't pull in new content.
2. Check tagging and notifications
For platforms like Instagram Stories, confirm that the creator actually tagged you and that you received a DM notification about it. Archive can't detect content if the notification wasn't delivered.
3. Check the upload template
If content was manually uploaded, make sure the correct template was used during the upload process. An incorrect template can cause content to be filed incorrectly or not appear in the expected views.
4. Check the social profile upload status
Go to Operations Center and confirm the creator's profile was properly uploaded to your workspace. A profile that wasn't fully imported is specified in the Status.
5. Check for hidden social profiles
Go to Settings > Workspace > Hidden Social Profiles and check whether the creator's profile is hidden. If it is, their content won't appear in your main views. Unhide the profile to make the content visible again.
6. Allow time for processing
How long new content takes to appear depends on how Archive captures it:
Instagram Stories from a connected account that tagged you — usually within ~10 minutes.
Content matching a tracked hashtag or mention — usually within a few hours.
Content found only by monitoring the creator's profile (Tagged Content / All Content) — up to about 12 hours, since profiles are scanned on a recurring schedule.
Manually uploaded content — within ~5 minutes.
Give it the relevant window above before troubleshooting further.
Still not working?
If you've gone through all of the steps above and the expected window has passed — up to about 12 hours for content captured only through profile monitoring — contact us via email at [email protected] or chat with our team, with the specific social profile and content details, so we can investigate further.