Troubleshooting Common Issues

If you encounter login problems, website not updating, domain connection failures, or unsuccessful payments, it doesn't necessarily mean your website data is lost. Please follow the steps on this page to check first. If the issue persists, provide customer support with screenshots of what you see and the steps you took to help them resolve the problem faster.

Use This Order to Find Answers First

1. Determine if the issue occurs on only one website, device, or browser, or if it's happening everywhere.
2. Refresh the page and ensure your internet connection is stable.
3. Consult the help articles for related features to avoid causing new problems by changing settings directly.
4. If you need customer support, prepare your website name, the time the issue occurred, the steps you took, any error messages, and screenshots.

Login and Account Issues

Not Receiving Email Verification Codes

Kanorio uses Google Sign-in or email verification codes for login, so no separate password is required. If you're not receiving codes, first confirm the email address entered is correct and check your spam, promotions, or company email's filtering rules. Wait a few minutes before requesting a new code to avoid multiple requests in a short period.

If Google Sign-in fails within a social app's in-app browser, try using your phone's system browser or switch to email verification login. In-app browsers can sometimes restrict Google's secure sign-in process.

For more login instructions, see: Creating an Account and Logging In.

Two-Factor Authentication (2FA) Code Not Working

Two-factor authentication (2FA) adds an extra layer of security after login. Codes from authenticator apps update over time; if your phone's time is incorrect, the codes may become invalid. Try enabling "Automatic date & time" on your phone and attempt again.

If you've lost your phone, use the backup codes saved when setting up 2FA to log in. If you don't have backup codes and cannot log in, please Contact Us with your account email and a description of the issue; we may need to verify your identity first.

Log in to your dashboard and confirm or reset your two-factor authentication in the "Security" section of Account Settings.

Editor and Content Issues

I've Made Changes, But My Live Site Isn't Updated

Changes made in the editor are automatically saved as drafts. Drafts are only visible to you in the dashboard. Visitors will only see new content after you click "Publish." Ensure you've published your changes, then check your live site using an incognito window or a different device to avoid browser cache displaying an older version.

See: Understanding the Editor and Drafts, Saving, and Publishing.

Image Upload Failed, Blurry, or Loading Slowly

First, check if the image format and file size meet the requirements. Images that are too small will appear blurry when enlarged, while excessively large images may increase loading times or cause upload failures. It's recommended to use clear, original images and provide ALT text for them, which describes the image content for search engines and assistive tools.

See: Images and Media Assets.

AI Features Not Responding or Unusable

AI features utilize AI credits from your plan. AI credits are allocated usage limits for AI operations like content generation and text optimization. Check your account's current AI usage status and save any error messages that appear. If the feature remains unusable, try refreshing the page and attempting again.

See: Accelerate Your Website Building with AI.

Publishing and Domain Issues

"Publish" Button Not Working

First, check if all required fields on the page have been completed. With a free plan, your live site can only display the homepage, and a maximum of 10 modules are visible. Any excess pages or modules must be hidden, deleted, or you'll need to upgrade your plan before publishing.

See: Publishing Your First Website and Choosing the Right Plan.

Custom Domain Not Connecting After Binding

DNS settings tell the internet where to direct your domain. After updating DNS, it takes time for global networks to sync. Additionally, an HTTPS certificate might be in the process of being configured. Please verify your records are correct based on the DNS check results in your dashboard, and avoid adding conflicting CNAME or A records simultaneously.

See: DNS Check and Binding Your Domain with a Registrar.

Visitors See Old Content or Cannot Connect

If you've just published content, confirm the publication was successful, then reopen your site in an incognito window. If the issue occurs with a custom domain, check if your DNS has taken effect. If you still cannot connect after a reasonable waiting period, please provide the domain name, your DNS provider, and a screenshot of the error message when contacting support.

Payment and Subscription Issues

Credit Card Payment Declined

Credit card declines can be due to expiration, insufficient funds, or temporary blocks by the bank for online transactions. Manage your payment methods in the Billing section of your dashboard and update your card information. Contact your bank if necessary. For detailed steps, read Billing, Invoices, and Payment Methods. Never share your full card number, CVC, or one-time verification codes in chat support. For more reminders, see Payment Security.

Plan Not Updated After Successful Payment

After payment, refresh your Billing section in the dashboard and ensure you're viewing the correct website. If the plan doesn't update after some time, reconfirm according to Billing, Invoices, and Payment Methods, then Contact Us with the payment date, amount, and the name of the subscribed website. Do not send your full card number.

Cannot Find Invoice or Want to Cancel Subscription

Switch to the correct website first, then check your invoices in the Billing section of your dashboard. For information on canceling subscriptions, expiration dates, content retention, and resubscribing, please read Canceling, Refunds, and Resubscribing.

E-commerce Store Issues

Stripe Connect Review Not Completed

Stripe Connect is a payment service that allows you to receive store payments into your own account. Reviews typically require complete identity, bank, and business information. If information is incomplete or doesn't comply with regional rules, Stripe may request additional documents or deny the application. Follow the prompts in your dashboard to complete the information and check the status.

See: Getting Started with Your Store.

Customer Cannot Find Digital Product After Purchase

First, confirm the transaction was successful in the "Store" section of your dashboard. Access to digital products is processed based on product settings and payment status. If a customer encounters issues, ask them for their email address, transaction time, and product name before contacting support to help locate it.

Unsure About Store Transaction Fees

Store fees may include both Kanorio's platform fees and the payment processor's transaction fees. These serve different purposes and vary based on your plan, currency, and payment gateway settings.

See: Fees and Exchange Rates.

Display and Performance Issues

If your website is loading slowly, check if you've uploaded very large images, included too many external embeds on a single page, or if your internet connection is unstable. If the mobile layout differs from the desktop version, this is usually a normal result of responsive design. Use the device preview in the editor to confirm content is still easy to read and interact with.