Quick solutions to frequently encountered problems in Awardee.
Who is this for?
All users experiencing technical issues or unexpected behavior.
QR Code Issues
QR Code Won't Scan
Symptoms: Customers can't scan the QR code with their phones.
Ensure the QR code is large enough (minimum 2cm x 2cm recommended)
Check that there's good contrast between the QR code and background
Verify the QR code isn't damaged, distorted, or dirty
Test with multiple devices and QR code scanning apps
Ensure adequate lighting when scanning
Try downloading a fresh QR code from the tool page
Prevention: Always test QR codes after printing and before distribution.
QR Code Links to Wrong Tool
Symptoms: Scanning a QR code opens a different tool than expected.
Verify you downloaded the QR code from the correct tool
Check that you're viewing the correct location before downloading
Download a fresh QR code and replace the incorrect one
Prevention: Label QR code files clearly when downloading multiple codes.
Tool Issues
Tool Not Loading
Symptoms: Clicking a tool link or scanning QR code shows an error or blank page.
Check your internet connection
Try opening the link in a different browser
Clear your browser cache and cookies
Verify the tool hasn't been deleted
Ensure you're using the correct tool link
Check if the location has been deleted
Prevention: Test tool links regularly to ensure they're working.
Tool Shows Old Content
Symptoms: Changes made to a tool aren't appearing to customers.
Clear browser cache and reload
Try opening in an incognito/private window
Verify you clicked "Save Changes" after editing
Check that you edited the correct tool
Wait a few minutes for changes to propagate
Prevention: Always click "Save Changes" and test in a private window after updates.
Can't Edit Tool
Symptoms: Edit buttons don't work or aren't visible.
Verify you have permission to edit tools
Ensure you're viewing the correct location
Refresh the page
Try a different browser
Check if someone else is editing the tool simultaneously
Prevention: NEEDS CONFIRMATION: Whether there are edit locks or permissions systems.
Page and Link Issues
Links Not Working
Symptoms: Links on info pages don't open or show errors.
Verify the URL includes https:// or http://
Test the destination URL in a browser
Check that files are properly uploaded
Ensure links aren't hidden (check for plus icon)
Verify you clicked "Save Changes" after adding links
Prevention: Test all links after adding them and periodically review for broken links.
Images or Videos Not Uploading
Symptoms: Background images or videos fail to upload.
Check file size limits (5MB for images, 25MB for videos)
Verify file format is supported
Try compressing the file
Try a different file
Check your internet connection
Clear browser cache and try again
Prevention: Compress media files before uploading and stay well under size limits.
Page Theme Not Applying
Symptoms: Custom theme colors or backgrounds don't appear.
Ensure you selected "Custom" theme, not "Default"
Verify you clicked "Save Changes"
Clear browser cache
Test in an incognito/private window
Check that colors have sufficient contrast
Prevention: Always preview your page after theme changes.
AI Assistant Issues
AI Giving Wrong Information
Symptoms: AI Assistant provides incorrect or outdated information.
Update the AI personality with more specific instructions
Add accurate information to the info page
Update contact details in AI Assistant settings
Review AI chat logs to identify patterns
NEEDS CONFIRMATION: How to report AI accuracy issues
Prevention: Regularly review AI chats and update settings as needed.
AI Not Responding
Symptoms: Customers report the AI doesn't respond to messages.
Verify AI Assistant module is enabled in tool settings
Check that "Show AI Assistant button" is set to Yes
Test the AI yourself through the tool link
Refresh the page and try again
NEEDS CONFIRMATION: Whether there are service status indicators
Prevention: Test AI Assistant regularly to ensure it's functioning.
AI Personality Not Matching
Symptoms: AI tone or style doesn't match your instructions.
Be more specific in personality description
Use clear, descriptive language
Provide examples of desired tone
Avoid contradictory instructions
Test after each personality update
Prevention: Write detailed personality descriptions with specific tone and style guidance.
Feedback Issues
Not Receiving Feedback Notifications
Symptoms: Alert contacts aren't getting email or SMS notifications.
Verify alert contacts are properly configured
Check that Email/SMS toggles are enabled
Verify email addresses and phone numbers are correct
Check spam folders for email alerts
Ensure phone numbers include country codes
NEEDS CONFIRMATION: SMS carrier restrictions
Prevention: Test notifications by submitting test feedback.
Feedback Not Appearing
Symptoms: Customers submit feedback but it doesn't show in dashboard.
Verify you're viewing the correct location
Check that feedback wasn't routed to a review site (if using review site routing)
Refresh the feedback page
Verify the tool's feedback settings are correct
NEEDS CONFIRMATION: Whether there's a delay in feedback appearing
Prevention: Understand your feedback routing configuration.
Can't Change Feedback Status
Symptoms: Unable to mark feedback as closed or update status.
Ensure you have permission to manage feedback
Verify all required fields are filled
Click "Save Changes" after updating
Refresh the page and try again
Try a different browser
Prevention: NEEDS CONFIRMATION: Required permissions for feedback management.
Account and Login Issues
Can't Log In
Symptoms: Login fails or shows error message.
Verify email and password are correct
Check caps lock is off
Try password reset if forgotten
Clear browser cache and cookies
Try a different browser
NEEDS CONFIRMATION: Account lockout policies
Prevention: Use a password manager to avoid typos.
Changes Not Saving
Symptoms: Edits to settings don't persist after saving.
Ensure you clicked "Save Changes" button
Wait for confirmation message before navigating away
Check for error messages
Verify all required fields are filled
Try a different browser
Check internet connection stability
Prevention: Always wait for confirmation before leaving edit screens.
Location Switcher Not Working
Symptoms: Can't switch between locations or locations not appearing.
Refresh the page
Verify you have access to multiple locations
Clear browser cache
Try a different browser
NEEDS CONFIRMATION: Access permission requirements
Prevention: Ensure you have proper access to all locations you need.
Billing Issues
Payment Failed
Symptoms: Credit card charge fails or subscription shows as unpaid.
Verify credit card details are correct and current
Check card expiration date
Ensure sufficient funds are available
Contact your bank about potential blocks
Try a different payment method
Update payment details in billing portal
Prevention: Keep payment information current and monitor card expiration dates.
Unexpected Charges
Symptoms: Billing amount is higher than expected.
Review invoice details on billing page
Count active locations (each location adds to cost)
Check for recent location additions (pro-rata charges)
Review subscription plan details
NEEDS CONFIRMATION: How to dispute charges
Prevention: Monitor location count and understand pro-rata billing.
Can't Access Billing
Symptoms: Billing page won't load or shows error.
Verify you have billing access permissions
Refresh the page
Clear browser cache
Try a different browser
NEEDS CONFIRMATION: Who to contact for billing access
Prevention: Ensure appropriate team members have billing permissions.
Browser and Performance Issues
Slow Loading
Symptoms: Pages load slowly or time out.
Check your internet connection speed
Try a different browser
Clear browser cache and cookies
Disable browser extensions temporarily
Close unnecessary tabs and applications
Try a different device
Prevention: Use modern, updated browsers and maintain good internet connection.
Features Not Working
Symptoms: Buttons, dropdowns, or other features don't respond.
Refresh the page
Clear browser cache
Try a different browser
Disable browser extensions
Check browser console for errors (F12)
Update your browser to latest version
Prevention: Keep browsers updated and avoid outdated browsers.
Getting Additional Help
If these solutions don't resolve your issue:
Check the FAQ for more information
Review relevant help articles for specific features
NEEDS CONFIRMATION: Support contact information
NEEDS CONFIRMATION: Whether there's a support ticket system
NEEDS CONFIRMATION: Support hours and response times
Next Steps