Frequently asked questions (FAQ)

Find quick answers to common questions about MyContentLab features, connections, billing, and troubleshooting.

Connections and data sync

How often do connected platforms sync?

Connected organic and paid ad accounts sync automatically every 2 to 4 hours. You can also trigger an immediate manual refresh on any client overview page by clicking Refresh Data.

What happens if an OAuth connection expires?

If a platform revokes permissions or requires re-authentication (for example, after a password change), an alert appears in your Attention Queue. Click Reconnect in the Connections Hub to refresh credentials.

White-label and client portals

Can clients see that we are using MyContentLab?

No. When using white-label features, all mentions, URLs, email notifications, and PDF report footers display your agency brand, logo, domain, and colors.

Can I set custom domain SSL?

Yes. SSL certificates are auto-provisioned and managed automatically when you point your CNAME record to our custom domain cluster.

AI research and video analysis

Are my clients' video uploads kept private?

Yes. All uploaded videos, creative scripts, and competitor queries are strictly confidential and isolated within your organization workspace. They are never shared publicly or used to train third-party foundation models.

What video formats are supported in Creative Analysis?

We support .mp4, .mov, .webm direct uploads as well as public video URLs from TikTok, Instagram Reels, and YouTube Shorts.

Billing and plans

Can I upgrade, downgrade, or cancel anytime?

Yes. You can manage your plan, add extra client seats, or cancel renewal anytime inside Billing → Manage Subscription.

Do you offer discounts for annual commitments?

Yes. Annual billing includes a 20% discount (equivalent to two months free per year).