If you encounter issues like login failures, website updates not showing, domain connection errors, or failed payments, it does not necessarily mean your data is lost. Please follow the steps in this guide first. If the issue persists, provide your screen details and the steps you took to our support team so we can resolve it faster.
Kanorio uses Google login or email verification codes, so you don't need a separate password. If you don't receive the code, ensure the email address is correct and check your spam, promotions, or company email security filters. Wait a few minutes before requesting another code to avoid repeated requests in a short time.
If you fail to log in with Google inside a social app's built-in browser, please use your phone's system browser or use the email verification code instead. Built-in browsers sometimes restrict Google's secure login flow.
For more details, see: .
2FA adds an extra layer of security after login. The code in your authenticator app updates over time; if your phone's time is incorrect, the code may fail. Please enable "Set time automatically" on your phone and try again.
If you lost your phone, use the backup codes saved when you set up 2FA. If you don't have backup codes and cannot log in, please with your account email and the situation; we may need to verify your identity first.
Log in to your dashboard and go to the "Security" section in "Account Settings" to confirm or reset 2FA.
Changes in the editor are automatically saved as drafts. Drafts are only visible to you in the dashboard; visitors will only see the new content after you click "Publish." Ensure you have published the changes, then check the live site in an incognito window or on another device to avoid browser caching.
See: and .
First, check if the image format and file size meet the requirements. Images that are too small will look blurry when scaled up; images that are too large may increase load times or cause upload failures. We recommend using clear, original images and adding ALT text to help search engines and assistive tools understand your content.
See: .
AI features use the AI credits included in your plan. AI credits are the quota allocated for AI operations like content generation and text optimization. Check your current AI usage in your account and keep any error messages that appear. If the feature still doesn't work, refresh the page and try again.
See: .
Check if there is any required information missing on your page. On the free plan, the live site only displays the homepage and supports up to 10 visible modules; you must hide or delete extra pages/modules, or upgrade your plan to publish.
See: and .
DNS settings tell the internet which website your domain should point to. After updating DNS, it takes time for global networks to sync; meanwhile, an HTTPS certificate might be in the process of being set up. Follow the DNS check results in your dashboard to ensure your records are correct, and avoid adding conflicting CNAME or A records.
See: and .
If you just published content, confirm the publish was successful, then reopen the site in an incognito window. If the issue is with a custom domain, check if the DNS has taken effect. If it still doesn't connect after a reasonable wait, provide your domain name, DNS provider, and the error screen when contacting support.
If the domain works but a specific old path doesn't, the page path has likely changed. Set up redirect rules for old paths that are still in circulation to automatically send visitors to the new page. See .
Declined cards may be due to expiration, insufficient funds, or temporary blocks by your bank. Manage your payment methods in "Billing" in your dashboard and update your card, or contact your bank if necessary. Read for full steps. Never provide full card numbers, CVCs, or one-time verification codes in support chats. See for more tips.
After payment, refresh the "Billing" page in your dashboard and ensure you are viewing the correct website. If it hasn't updated after some time, check , then with the payment date, amount, and subscription website name. Do not send full card numbers.
Switch to the correct website, then view your invoices in "Billing". For subscription cancellation, expiration dates, content retention, and resubscription, read .
Stripe Connect is the payment service that lets you receive store payments into your own account. Verification usually requires complete identity, bank, and business information. If data is incomplete or doesn't meet regional rules, Stripe may request more documents. Complete the info based on dashboard prompts.
See: .
Check if the transaction was successful in your "Store" dashboard. Access to digital products depends on product settings and payment status. If a customer has issues, confirm their email, transaction time, and product name before contacting support.
Store costs may include both Kanorio's platform fees and the payment provider's transaction fees. These serve different purposes and vary based on your plan, currency, and payment settings.
See: .
If your site loads slowly, check if you've uploaded very large images, embedded too many external elements on one page, or if your internet connection is unstable. If the mobile layout differs from the desktop version, this is normal for responsive design; use the device preview in the editor to ensure content remains readable and clickable.
Please send your issue via Contact Us. Include your website name, time of occurrence, steps taken, full error messages, and screenshots; this information makes it much easier for support to reproduce the issue than just saying "it doesn't work."
First, ensure you clicked "Publish," then ask your friends to reopen the site in an incognito window or a different browser. If you are using a custom domain and just changed DNS, you need to wait for DNS synchronization.
It depends on your domain provider and previous settings, ranging from minutes to hours. Use the DNS check results in your dashboard as the reference; do not add different records repeatedly while waiting.
No. Support will never ask for your full card number, CVC, online banking password, or one-time verification codes. Only manage payment information on the secure payment page provided by Stripe.
No. Existing website content will be preserved; only new AI operations that require credits may be temporarily unavailable. Check your plan and AI usage.
Not necessarily. Kanorio websites adjust layouts based on screen size to remain readable and clickable on mobile. Use the editor's device preview to confirm content and adjust module settings as needed.
Support usually replies within 1 business day. Ensure you can still log in to your dashboard to view the conversation; if you cannot log in, email support@kanorio.com.
