Troubleshooting

Find solutions to common issues and learn how to get help when you need it.

Account & Login Issues

Cannot Log In

Symptoms: Login fails, error messages, credentials not accepted

Solutions:

1. Verify Your Credentials

   • Double-check email address (no typos)
   • Ensure password is correct (check Caps Lock)
   • Try "Forgot Password" to reset

2. Clear Browser Cache

   • Clear cookies and cache
   • Try incognito/private browsing mode
   • Test in a different browser

3. Check Account Status

   • Verify email confirmation was completed
   • Ensure account hasn't been suspended
   • Check for service outage notifications

4. Browser Compatibility

   • Use modern browsers (Chrome, Firefox, Safari, Edge)
   • Update to latest browser version
   • Disable browser extensions temporarily

Still not working? Contact Support

Email Verification Not Received

Symptoms: No verification email after registration

Solutions:

1. Check Spam/Junk Folder

   • Look for emails from noreply@aiandsocialwork.com
   • Mark as "Not Spam" if found

2. Request New Verification Email

   • Go to sign-in page
   • Click "Resend Verification"
   • Wait 5-10 minutes

3. Whitelist Our Domain

   • Add @aiandsocialwork.com to safe senders
   • Check corporate email filters

4. Try Different Email

   • Some providers block automated emails
   • Use personal email if corporate email fails

Two-Factor Authentication Issues

Symptoms: Cannot access 2FA codes, device lost

Solutions:

1. Use Backup Codes

   • Enter one of your saved backup codes
   • Each code works once

2. Reset 2FA

   • Contact support@aiandsocialwork.com
   • Provide account verification information
   • 2FA will be temporarily disabled

3. Authenticator App Problems

   • Ensure time sync is enabled
   • Try regenerating QR code
   • Use backup authentication method

Subscription & Billing Issues

Subscription Not Updating After Payment

Symptoms: Paid but still showing as free tier

Solutions:

1. Wait for Processing

   • Subscriptions can take 5-10 minutes to update
   • Refresh your browser
   • Log out and log back in

2. Verify Payment Success

   • Check email for payment confirmation
   • Review bank/card statement
   • Check Stripe dashboard if available

3. Clear Session

   • Log out completely
   • Clear browser cache
   • Log back in

4. Contact Support

   • If not resolved after 30 minutes
   • Provide payment confirmation email
   • Include screenshots of billing page

Payment Failed

Symptoms: Card declined, payment error messages

Solutions:

1. Card Issues

   • Verify card details are correct
   • Check expiration date
   • Ensure sufficient funds
   • Try different card

2. Bank Blocks

   • Contact your bank
   • Approve international transactions if needed
   • Remove fraud blocks

3. Billing Address

   • Ensure billing address matches card
   • Include postal/ZIP code
   • Verify country selection

4. Try Alternative Method

   • Use different credit/debit card
   • Contact support for alternative payment options

Cannot Access Paid Features

Symptoms: Access denied despite active subscription

Solutions:

1. Verify Subscription Status

   • Check Settings → Billing
   • Confirm subscription is "Active"
   • Check payment is current

2. Session Refresh

   • Log out completely
   • Clear browser cache
   • Log back in

3. Wait for Propagation

   • Changes can take up to 10 minutes
   • Refresh dashboard
   • Try accessing tool again

Tool & Feature Issues

Tool Not Loading

Symptoms: Blank page, infinite loading, error messages

Solutions:

1. Check Internet Connection

   • Verify stable connection
   • Test other websites
   • Try different network if possible

2. Browser Issues

   • Refresh page (F5 or Cmd+R)
   • Clear browser cache
   • Try incognito/private mode
   • Test different browser

3. Service Status

   • Check for platform maintenance notifications
   • Look for system status updates
   • Try again in a few minutes

4. Browser Console

   • Press F12 to open developer tools
   • Check Console tab for errors
   • Screenshot errors and contact support

AI Not Responding

Symptoms: No AI output, stuck processing, error messages

Solutions:

1. Check Input

   • Ensure you've provided required information
   • Verify input isn't too long (500-3000 words ideal)
   • Remove special characters if present

2. Try Again

   • Refresh the tool
   • Resubmit your request
   • Simplify input if complex

3. Service Capacity

   • High usage periods may cause delays
   • Wait 30 seconds to 1 minute
   • Try again during off-peak hours

4. Report Persistent Issues

   • Note the specific tool
   • Save your input (if possible)
   • Contact support with details

Cannot Save Work

Symptoms: Save button not working, data not persisting

Solutions:

1. Check Connection

   • Verify internet connection is stable
   • Avoid closing browser during save
   • Look for save confirmation message

2. Browser Storage

   • Clear browser cache (but this may lose unsaved work)
   • Check browser storage settings
   • Ensure cookies are enabled

3. Copy Content First

   • Copy your work to clipboard or text editor
   • Attempt save again
   • If fails, paste into new session

4. Try Different Browser

   • Some browsers have storage limits
   • Test in Chrome or Firefox
   • Report issue with browser details

Export Not Working

Symptoms: Download fails, file corrupted, wrong format

Solutions:

1. Check Browser Settings

   • Allow downloads from our domain
   • Check download location settings
   • Disable download blocking extensions

2. File Format

   • Try different export format (PDF vs Word)
   • Ensure adequate disk space
   • Check file isn't blocked by antivirus

3. Pop-up Blocker

   • Allow pop-ups for our site
   • Look for blocked pop-up notification
   • Retry export

4. Alternative Method

   • Copy content directly
   • Use print-to-PDF function
   • Contact support for manual export

Technical Issues

Missing Environment Variables Error

Symptoms: Error messages about missing configuration

This is a server-side issue. If you see this:

1. Report Immediately

   • This indicates a platform configuration problem
   • Email: support@aiandsocialwork.com
   • Include screenshot of error

2. Temporary Workaround

   • Log out and try again later
   • Check for maintenance notifications
   • Use different browser/device

3. Not User-Fixable

   • Requires administrative intervention
   • Our team will investigate promptly

Webhook Failing

Symptoms: Payments not processing, updates not syncing

This is primarily a backend issue:

1. For Users

   • Wait 10-15 minutes for retry
   • Refresh your session
   • Contact support if persists

2. What We're Doing

   • Webhooks retry automatically
   • System monitors failures
   • Alerts sent to administrators

3. Prevention

   • System redundancy
   • Automatic retries
   • Status monitoring

Browser Compatibility Issues

Symptoms: Display problems, features not working

Solutions:

1. Update Browser

   • Use latest version of:
     • Chrome 90+
     • Firefox 88+
     • Safari 14+
     • Edge 90+

2. Enable JavaScript

   • Platform requires JavaScript
   • Check browser settings
   • Ensure not blocked by extensions

3. Disable Conflicting Extensions

   • Ad blockers may interfere
   • Privacy extensions may block features
   • Test in incognito mode

4. Mobile Browser Issues

   • Use native browsers (Safari on iOS, Chrome on Android)
   • Update to latest version
   • Rotate to landscape for some tools

Performance Issues

Slow Loading Times

Symptoms: Pages take long to load, sluggish interface

Solutions:

1. Check Your Connection

   • Test internet speed
   • Close bandwidth-heavy applications
   • Use wired connection if possible

2. Browser Optimization

   • Close unnecessary tabs
   • Clear browser cache
   • Disable unused extensions
   • Restart browser

3. Device Resources

   • Close other applications
   • Check available RAM
   • Restart computer if needed

4. Platform Status

   • Check for high-traffic notifications
   • Try off-peak hours
   • Report if consistently slow

Dashboard Not Loading

Symptoms: Stuck on loading screen, blank dashboard

Solutions:

1. Force Refresh

   • Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
   • This clears cached files
   • May resolve display issues

2. Clear Site Data

   • Open browser settings
   • Clear site-specific data for aiandsocialwork.com
   • Log in again

3. Check Network

   • Verify connection is stable
   • Try different network
   • Disable VPN temporarily

4. Browser Console Check

   • Open developer tools (F12)
   • Check for JavaScript errors
   • Screenshot and report errors

Data & Privacy Concerns

Accidentally Entered Identifying Information

Immediate Actions:

1. Delete/Edit Immediately

   • Go to the assessment/tool
   • Edit or delete the entry
   • Save changes

2. Clear from AI History

   • Content is not stored long-term by AI
   • Your saved work is in your account only

3. Assess Breach Requirements

   • Check your organization's breach protocols
   • Determine if reporting is needed
   • Document remediation steps

4. Contact Us

   • Email: privacy@aiandsocialwork.com
   • Request confirmation of data handling
   • We can verify deletion

Data Export Problems

Symptoms: Cannot export data, incomplete exports

Solutions:

1. Try Different Format

   • Switch between PDF, Word, CSV
   • Export smaller date ranges
   • Export individual items vs. bulk

2. Browser Requirements

   • Allow downloads
   • Disable popup blockers
   • Check download folder

3. Request Manual Export

   • Contact support
   • Specify required data
   • Allow 2-3 business days

Getting Additional Help

Before Contacting Support

Gather this information:

1. Account Details

   • Your registered email
   • User role (practitioner, educator, student)
   • Subscription plan

2. Issue Details

   • What you were trying to do
   • What actually happened
   • Steps to reproduce

3. Technical Information

   • Browser and version
   • Operating system
   • Screenshots of errors
   • Time the issue occurred

Contact Methods

General Support

• Email: support@aiandsocialwork.com
• Response time: Within 24 hours weekdays

Billing Issues

• Email: billing@aiandsocialwork.com
• Response time: Within 24 hours

Security/Privacy

• Email: security@aiandsocialwork.com
• Response time: Within 48 hours

Bug Reports

• Use bug report widget (bottom right)
• Include screenshot and steps to reproduce

Response Times

Priority Levels:

• 🚨 Critical: Account access, data loss (4 hours)
• ⚠️ High: Payment issues, tool failures (24 hours)
• ℹ️ Medium: Feature questions, guidance (48 hours)
• 💬 Low: General questions, suggestions (72 hours)

Escalation

If your issue isn't resolved:

1. Reply to support email with "ESCALATE"
2. Reference original ticket number
3. Provide additional context if available
4. Management will review within 24 hours

Self-Help Resources

Before contacting support, check:

• Documentation Home: Complete guides
• FAQ sections: In each documentation page
• Community forums (coming soon)
• Video tutorials (coming soon)

System Status

Check platform status:

• In-app notifications
• Twitter/X: @aisocialwork
• Status page (coming soon)

Still need help? Contact Support - We're here to assist you!