troubleshooting

Troubleshooting

Common issues and solutions to get you back on track quickly.

Can't log in:

Verify email and password are correct
Check caps lock is off
Try password reset
Clear browser cache and cookies
Try incognito/private mode

Account locked:

Too many failed attempts locks account for 30 minutes
Reset password to unlock immediately
Contact support if urgent

MFA code not working:

Ensure time on device is correct
Check for typos in code
Generate new code
Contact support to reset MFA

Report Submission

Can't submit report:

Check all required fields completed
Verify file uploads are under size limit
Try different browser
Disable browser extensions
Check internet connection

Tracking ID not received:

Check you completed full submission process
Look for confirmation page with tracking ID
Take screenshot immediately after submission
Contact support if not provided

File upload fails:

Check file is under 10MB
Verify file type is supported
Try smaller file or compress
Upload fewer files at once

Tracking & Status

Tracking ID doesn't work:

Verify exact ID (case-sensitive)
Check for extra spaces
Ensure you're on correct organization's page
Contact support with submission proof

Status not updating:

Investigation may be in progress
Complex cases take time
Send message to request update
Check after business hours

Can't see messages:

Scroll down in messaging section
Refresh page
Clear browser cache
Verify correct tracking ID

Team Management

Invitation not received:

Check spam/junk folder
Verify email address correct
Resend invitation
Try different email address

Can't add team member:

Check you have Admin or Org Admin role
Verify subscription has available seats
Ensure email not already in use
Contact support if issue persists

Team member can't access:

Verify account is active
Check role permissions
Ensure they're logged into correct organization
Check for system-wide issues

Custom Branding

Logo not displaying:

Verify file uploaded successfully
Check file size under 2MB
Use supported format (PNG, JPG, SVG)
Clear browser cache
Try different browser

Brand color not applying:

Verify valid hex color code
Clear browser cache
Check CSS not being overridden
Contact support if persists

Custom Domains

Domain not verifying:

Check DNS records are correct
Wait 24-48 hours for DNS propagation
Verify no conflicting records
Use DNS checker tool

SSL certificate not issued:

Ensure DNS fully propagated
Check no CAA records blocking
Wait 30 minutes and retry
Contact support if fails

AI Features

AI not responding:

Check subscription includes AI features
Verify not exceeding usage limits
Try refreshing page
Contact support

AI gives irrelevant answers:

Provide more context in question
Upload relevant documents
Rephrase question
Try more specific query

General Issues

Slow performance:

Check internet connection
Clear browser cache
Disable browser extensions
Try different browser
Check system status page

Features not working:

Verify subscription plan includes feature
Check user role has permissions
Clear cache and cookies
Try incognito mode
Contact support

Data not syncing:

Refresh page
Check internet connection
Log out and back in
Clear browser cache

Getting Help

If troubleshooting doesn't resolve your issue:

Email Support: support@disclosurely.com

Include:

Clear description of issue
Steps to reproduce
Screenshots if applicable
Browser and OS version
When issue started

Response Times:

Basic plan: 48 hours
Pro plan: 24 hours
Enterprise plan: 4 hours (24/7)

Emergency Support: Enterprise customers: Call emergency hotline (provided in dashboard)

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