When you encounter issues such as login failures, website updates not appearing, custom domain access errors, or payment failures, it is usually not due to data loss but rather a specific setting or network cache.
Please find your current situation among the 7 symptom categories below and follow the "Immediate Check" steps. If the issue persists, please contact our support team via Contact Us with screenshots.
| Symptoms | Most Likely Causes | Immediate Troubleshooting Steps |
|---|---|---|
| Not receiving the email verification code | The email went to spam, the email address was mistyped, or you requested the code too many times, causing the old one to expire | Check your spam, promotions folder, and company email filters. Wait 1–2 minutes and click "Resend." Ensure you use the 6-digit code from the latest email (valid for 15 minutes). See Account and Login. |
| Cannot log in with Google (or Passkey not showing) when clicking links from LINE, IG, or FB | The social app's "in-app browser" blocks Google authentication and Passkeys for security | Use the Email verification code on that screen, or tap the menu in the top-right corner of the app and select "Open in default browser (Safari/Chrome)" to use Google and Passkey normally. |
| 2FA 6-digit code always shows as incorrect | There is a time sync discrepancy between your phone and the standard time | Go to your phone's "Settings › General › Date & Time" and enable "Set Automatically." If your phone is lost, use your pre-saved backup codes to log in, then reset your 2FA in "Account Settings". |
| "You do not have permission to perform this action" error when clicking dashboard buttons | Your team role (e.g., custom editor or fulfillment role) does not include this permission | The pop-up panel will list the missing permission and your current role. If you need access (e.g., to payment settings, CSV exports, or backups), fill in the reason in the panel and click "Request Permission." Once the site owner or admin approves, you can proceed. See Team Members and Permissions. |
| Symptoms | Most Likely Causes | Immediate Troubleshooting Steps |
|---|---|---|
| Changes to text or images are not showing on the live site | You saved as a "Draft" but didn't click "Publish," or the browser is showing a cached version | After editing modules, headers, footers, or design, you must click "Publish" in the top-right corner of the editor to update the live site (only SEO settings, business contact info, brand name/logo, and site promotions take effect immediately upon saving). After publishing, open your browser in "Incognito mode" to check the live URL. See Drafts and Publishing. |
| Image upload failed or looks blurry | File size exceeds 40 MB, format is corrupted, upload limit of 20 images per minute reached, or original resolution is too low | Ensure the format is JPG, PNG, WebP, GIF, SVG, or HEIC and the file is under 40 MB. If the image looks blurry, it was likely scaled up from a small original; please upload a high-resolution version (the system automatically provides optimized sizes for mobile and desktop). See Images and Media. |
| "Insufficient storage" error when uploading PDF, audio, or video files | Shared media storage is full (removing module images does not automatically free up space) | Go to the "Media Library" on the left, filter by "Unused" files, move them to the trash, and click "Delete Permanently" to free up space. Alternatively, click "Manage billing" in the Media Library storage section to upgrade your plan. See Website Storage. |
| AI generation or AI writing buttons not working | AI credits for the site (or shared across free sites in your account) are exhausted, or the daily limit has been reached | Go to "Site Settings › Usage" to check your remaining AI credits. Running out of credits will not affect existing site content or manual editing. You can upgrade your plan for more credits. See AI Features. |
| Symptoms | Most Likely Causes | Immediate Troubleshooting Steps |
|---|---|---|
| Added a new page, but it shows a 404 error on the live site | The page hasn't been "Published" yet, or the eye icon next to the page is set to "Hidden" | New pages only exist in the dashboard draft until you click "Publish" for the first time, and they won't appear in the navigation bar. Ensure the page is visible and click "Publish" in the top-right corner of the editor. See Page Management. |
| Blog post published, but it's not appearing on the site | Blog posts are published individually | Go to "Blog" in the dashboard, open the draft, ensure the site itself is published, and click "Publish" in the top-right corner of the post editor. |
| Symptoms | Most Likely Causes | Immediate Troubleshooting Steps |
|---|---|---|
| Custom domain not working or missing the security lock (HTTPS) | DNS records are still propagating, were entered incorrectly, or there are conflicting old A/AAAA records | Go to "Site Settings › Domain" to check DNS status. Ensure you are updating records at the provider that currently manages your Nameservers and remove any conflicting records pointing to old hosts. SSL will be configured automatically once DNS verification passes. See DNS and Certificate Troubleshooting. |
| Site works, but an old shared link leads to a 404 error | You changed the URL path (Slug) of a published page, or the path is different after migrating from an old site | Go to the "Redirect rules" section under "Site Settings › Domain" and add a 301 permanent redirect from the old path to the new one. See URL Redirects. |
| Site is published, but cannot be found on Google search | The site is brand new (Google takes days to weeks to crawl), or search engine indexing is disabled | Go to "SEO › Settings" to ensure "Allow search engines to index the entire site" is enabled. Complete the one-click connection to Google Search Console, then check indexing status in "SEO › Overview". |
| Shared link preview image on LINE or Facebook is outdated | Social platforms have cached the original image on their servers | Ensure you have clicked "Save" in the Page SEO and Social Sharing panel. Wait for the social platform's cache to refresh naturally, or use their official sharing debugger tools to force a re-scrape. |
| Symptoms | Most Likely Causes | Immediate Troubleshooting Steps |
|---|---|---|
| Credit card payment failed during subscription or renewal | Card expired, insufficient funds, or the bank blocked the international/online transaction | If renewal fails, the system provides a 14-day grace period; your site will not be downgraded immediately. Go to "Site Settings › Subscription" to manage billing and update your card, or contact your bank to authorize the transaction. |
| Just upgraded, but paid features are still locked | The page hasn't refreshed, or you accidentally upgraded a different site in your account | Refresh your browser and click the "Site Switcher" in the top-left to confirm you upgraded the correct site (plans are bound to individual sites). If the issue persists, contact us with your payment date and amount. |
| Symptoms | Most Likely Causes | Immediate Troubleshooting Steps |
|---|---|---|
| Payment gateway (PAYUNi/SHOPLINE Payments/Stripe) applied, but checkout page is missing | The gateway is still under review, or the toggle is not enabled in "Payment Management" | Go to "Site Settings › Payments" to confirm the status is "Enabled" and ensure the gateway is in the "Visible to buyers" section in Payment Management. |
| Buyer paid successfully but cannot find the digital product file | The buyer has not logged in with the email used at checkout to claim their "Purchased Content" | Go to "Orders" in the dashboard to confirm the order is "Paid." Direct the buyer to click the link in their order confirmation email (or log in with the same email used at checkout) to download files from their "Purchased Content". |
| Customer didn't receive form confirmation, newsletter, or order notification emails | Sender domain not verified, monthly sending limit reached, customer unsubscribed, or email bounced | Go to "Customers › Records" in the dashboard and search for the customer's email. The list will clearly show if each email was "Delivered" or "Not Sent," along with the specific reason. |
| Symptoms | Most Likely Causes | Immediate Troubleshooting Steps |
|---|---|---|
| New order or form submission received, but I (or team members) didn't get an email notification | Personal notification toggle is off, or the member's email is not on the "Email Recipients" list | Go to "Account Settings › Preferences" to ensure "Customer and Order" notifications are enabled. By default, new order/form emails are only sent to the site owner. To include other members, add their emails to the "Email Recipients" list in the Store Notifications or Form Confirmation panels. See Notifications and Inbox. |