Troubleshooting Common Issues

Let's fix those pesky problems so you can get back to creating! This guide covers the most common issues and their solutions.

🔐 Login & Access Issues

I can't log in to my account

Quick Fixes:

1. Check your email: Make sure you're using the correct email address
2. Reset your password: Click "Forgot Password" on the login page
3. Clear browser cache: Ctrl+Shift+Del (Windows) or Cmd+Shift+Del (Mac)
4. Try incognito mode: This bypasses browser extensions that might interfere
5. Check spam folder: Password reset emails might land there

Still stuck? Your account might be locked for security. Contact support@selgora.com

Two-factor authentication isn't working

Solutions:

1. Check your device time: 2FA codes are time-sensitive. Ensure your device clock is accurate
2. Use backup codes: Find them in Account Settings > Security
3. Try the previous/next code: If one expires, the next might work
4. Disable and re-enable 2FA: As a last resort, contact support to reset

Members can't access my content

Common causes and fixes:

✅ Check offer configuration:

• Go to Offers > [Your Offer] > Included Content
• Verify the content is properly linked
• Save changes even if everything looks correct

✅ Verify payment status:

• Check Members > [Member Name] > Subscriptions
• Ensure their payment is active
• Look for failed payment notifications

✅ Test the invisible paywall:

• Create a test account
• Purchase the offer
• Confirm access works
• Document any error messages

✅ Manual override (temporary fix):

• Go to Members > [Member Name]
• Click "Grant Access"
• Select content manually
• This helps while troubleshooting

💳 Payment Problems

Customer payments are failing

Immediate actions:

1. Check Stripe Dashboard:

   • Log into Stripe directly
   • Look for error messages
   • Verify your account is active

2. Common failure reasons:

   • Insufficient funds
   • Card expired
   • Bank declining (fraud protection)
   • Incorrect billing address
   • 3D Secure authentication required

3. Enable payment retries:

   • Dashboard > Settings > Payments
   • Enable "Smart Retries"
   • Set retry schedule (3, 5, 7 days recommended)

Stripe won't connect

Step-by-step fix:

1. Clear all cookies for stripe.com and selgora.com
2. Log out of both platforms
3. Log into Selgora first
4. Click "Connect Stripe" in Settings
5. Use the same email for both accounts (recommended)
6. Complete Stripe's onboarding fully
7. Return to Selgora and refresh

Requirements for Stripe:

• Valid business information
• Bank account for payouts
• Tax ID (if applicable)
• Identity verification

📧 Email Delivery Issues

Emails going to spam

Fix your sender reputation:

1. Authenticate your domain:

   Settings > Email > Domain Authentication
   - Add SPF record
   - Configure DKIM
   - Set up DMARC

2. Clean your list:

   • Remove inactive subscribers (no opens in 90 days)
   • Use double opt-in for new subscribers
   • Honor unsubscribes immediately

3. Improve content:

   • Avoid spam trigger words ("FREE", "GUARANTEE", excessive caps)
   • Balance text and images (80/20 ratio)
   • Include unsubscribe link prominently
   • Personalize subject lines

Email broadcasts not sending

Troubleshooting checklist:

• [ ] Verify email credits available
• [ ] Check "From" email is verified
• [ ] Confirm recipient list has contacts
• [ ] Look for error messages in Email > Logs
• [ ] Test with a single recipient first
• [ ] Ensure content doesn't exceed size limits

📹 Video Upload Problems

Video won't upload or process

Solutions by error type:

"File too large":

• Compress video using HandBrake (free)
• Reduce resolution to 1080p maximum
• Target bitrate: 5-8 Mbps
• Use H.264 codec for compatibility

"Processing failed":

• Check file isn't corrupted
• Try converting to MP4
• Remove special characters from filename
• Upload during off-peak hours

"Unsupported format":

• Convert to MP4 using:
  • CloudConvert (online)
  • HandBrake (desktop)
  • FFmpeg (command line)

Videos buffering for members

Optimization steps:

1. Enable CDN delivery:

   • Settings > Content > Enable CDN
   • Clears cache automatically

2. Provide multiple quality options:

   • Upload 1080p maximum
   • System auto-generates lower qualities
   • Members can select based on connection

3. Check member's connection:

   • Share speed test link
   • Recommend 5+ Mbps for smooth streaming
   • Suggest downloading for offline viewing

🎨 Landing Page Issues

Landing page not publishing

Common fixes:

1. Validation errors:

   • Check for required fields (title, URL slug)
   • Ensure URL slug is unique
   • Remove special characters from slug

2. Cloudflare connection:

   • Verify Cloudflare integration in Settings
   • Check API credentials are current
   • Ensure you have available pages quota

3. Content issues:

   • Remove broken image links
   • Fix malformed HTML
   • Check form configurations

Custom domain not working

DNS configuration steps:

1. Add CNAME record:

   Type: CNAME
   Name: @ (or subdomain)
   Value: your-store.selgora.com
   TTL: Auto

2. Wait for propagation:

   • Can take 24-48 hours
   • Check status: Settings > Domains
   • Look for green "Active" status

3. SSL certificate:

   • Auto-generated after DNS confirms
   • May take additional 1-2 hours
   • Force refresh with "Renew Certificate"

🐛 Browser-Specific Issues

Feature not working correctly

Universal fix routine:

1. Clear cache and cookies:

   • Windows: Ctrl+Shift+Del
   • Mac: Cmd+Shift+Del
   • Select "All time" range

2. Disable extensions:

   • Ad blockers can interfere
   • Try incognito/private mode
   • Especially disable password managers temporarily

3. Update browser:

   • Chrome: chrome://settings/help
   • Firefox: menu > Help > About
   • Safari: System Preferences > Software Update

4. Try different browser:

   • Recommended: Chrome, Firefox, Safari (latest)
   • Not supported: Internet Explorer

💾 Data & Content Issues

Lost content or changes not saving

Prevention and recovery:

1. Enable auto-save:

   • Settings > Preferences > Auto-save
   • Set to 30 seconds (recommended)

2. Check revision history:

   • Open content editor
   • Click "History" icon
   • Select previous version
   • Click "Restore"

3. Browser crashed:

   • Check localStorage recovery
   • Look for "Recover unsaved changes?" prompt
   • Contact support for server-side backups

Import failing

Format requirements:

CSV files:

• UTF-8 encoding
• Comma-separated (not semicolon)
• Headers in first row
• No special characters in headers
• Maximum 10,000 rows per import

Fix common errors:

1. Open in Excel/Google Sheets
2. Save As > CSV UTF-8
3. Remove empty rows
4. Check date format (YYYY-MM-DD)
5. Remove formulas (paste values only)

🚨 Emergency Procedures

Platform appears down

Check status:

1. Visit status.selgora.com
2. Check @SelgoraStatus on Twitter
3. Test from different device/network

If confirmed down:

• We're already working on it
• Updates posted every 30 minutes
• Estimated resolution time provided

Account compromised

Immediate actions:

1. Reset password immediately
2. Enable two-factor authentication
3. Review recent activity log
4. Check payment methods
5. Contact support@selgora.com
6. Review and revoke API keys

🛠️ Still Need Help?

If these solutions didn't work, here's how to get help fast:

Information to provide:

• Your account email
• Exact error message (screenshot helps)
• Steps to reproduce the issue
• Browser and operating system
• When the problem started

Contact methods:

• 📧 Email: support@selgora.com
• 💬 Priority Support: For SCALE+ plans
• 🐛 Bug Report: Include browser console errors (F12 > Console)

Pro tip: Recording a quick Loom video showing the issue helps us resolve it much faster!