Don't worry — most import problems come from the URL format, not your account. Run down this list and you'll usually be unblocked in a minute.
1. Use the canonical post URL
Paste the direct link to the post itself:
Instagram:
instagram.com/p/…orinstagram.com/reel/…TikTok: the full video URL — not the short
vm.tiktok.comshare link (open the short link in a browser first and copy the resolved URL)Facebook: the post permalink (click the post's timestamp to get it)
X (Twitter): the status URL
LinkedIn: the URL from Copy link to post
A profile URL also works — we'll open the profile so you can browse and pick a post.
2. Is the post public?
Private accounts, deleted posts, and age- or region-gated content can't be imported.
3. Give it a few minutes
Fresh imports run in the background — the post card on the Import page shows progress. If a card sits in "importing" unusually long, retry once before escalating.
4. Assign a brand
Imported posts must be linked to a brand before they show up in Ad Builder. If you see "imported posts need to be assigned to a brand", click Assign brands.
The post imported, but some text or media is missing
An import brings in what the social network makes available on the post: its media, caption, handle, and engagement counts. Fields that only exist on paid ads (headline, description) aren't part of an organic post, so they won't appear — the caption is the copy your ad inherits.
If something you expected is missing, it's usually one of these:
The post has no caption, so copy comes through blank. Add copy directly in Ad Builder — the import only pre-fills it.
The network doesn't expose that media (some link-based or restricted post formats). Try a regular image or video post, or upload the media yourself with Upload media.
The post changed after import. Re-import it to pick up the latest version.
Still stuck?
Message us via the chat bubble with the post URL — we can usually import it manually or tell you why the network is blocking it.