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Common Issues and Solutions

Quick fixes for frequently encountered problems

Common Issues and Solutions

Quick fixes for frequently encountered problems

Troubleshooting

Common Issues and Solutions

Find quick solutions to common problems.

Login Issues

Can't Log In

  1. Check email address for typos
  2. Verify caps lock is off
  3. Try password reset
  4. Clear browser cache
  5. Try incognito/private mode

Forgot Password

  1. Click "Forgot Password" on login page
  2. Enter your email address
  3. Check email (including spam folder)
  4. Click reset link
  5. Create new password

Account Locked

  • Too many failed attempts
  • Wait 30 minutes or contact support
  • Reset password to regain access

Website Display Issues

Website Not Updating

  1. Clear browser cache (Ctrl+F5)
  2. Check publication status
  3. Verify changes were saved
  4. Allow 5 minutes for propagation
  5. Try different browser

Images Not Loading

  • Check file size (max 5MB)
  • Verify format (JPG, PNG, GIF)
  • Ensure proper permissions
  • Re-upload image
  • Check internet connection

Mobile Display Problems

  • Force refresh mobile browser
  • Clear mobile browser cache
  • Check responsive settings
  • Test in different orientations
  • Update mobile browser
  1. Verify menu is published
  2. Check item status (enabled/disabled)
  3. Review category settings
  4. Confirm location assignment
  5. Clear cache and refresh

Price Changes Not Reflecting

  • Save changes before publishing
  • Publish menu after edits
  • Clear browser cache
  • Wait 2-3 minutes for update

Categories Missing

  • Check category visibility
  • Ensure items in category
  • Verify category order
  • Review menu structure

Domain and SSL Issues

Custom Domain Not Working

  1. Verify DNS settings
  2. Check domain propagation (24-48 hours)
  3. Confirm domain ownership
  4. Review CNAME records
  5. Contact support for assistance

SSL Certificate Errors

  • Certificate auto-renews
  • Clear browser cache
  • Check domain configuration
  • Wait for provisioning (up to 1 hour)
  • Contact support if persists

Performance Issues

Slow Loading

  1. Optimize images (compress, resize)
  2. Reduce number of sections
  3. Minimize custom code
  4. Check internet speed
  5. Try different browser

Timeout Errors

  • Check internet connection
  • Reduce file upload size
  • Try operation again
  • Use different network
  • Contact support

Billing Problems

Payment Failed

  1. Verify card details
  2. Check expiration date
  3. Confirm billing address
  4. Contact bank for blocks
  5. Try different payment method

Subscription Not Recognized

  • Allow payment processing (up to 24 hours)
  • Check email for confirmation
  • Review billing history
  • Contact support with transaction ID

Email Issues

Not Receiving Emails

  1. Check spam/junk folder
  2. Add noreply@welcomehq.co to contacts
  3. Verify email address
  4. Check email filters
  5. Try different email provider

Contact Form Not Working

  • Test with different email
  • Check form settings
  • Verify CAPTCHA
  • Clear form cache
  • Enable JavaScript

Browser Compatibility

  • Chrome (latest)
  • Firefox (latest)
  • Safari (latest)
  • Edge (latest)

Not Supported

  • Internet Explorer
  • Outdated browser versions

Getting More Help

Before Contacting Support

  1. Check this help center
  2. Clear cache and cookies
  3. Try different browser
  4. Document error messages
  5. Take screenshots

Contact Support

  • Email: support@welcomehq.co
  • Response time: 24-48 hours
  • Include account email
  • Describe issue in detail
  • Attach relevant screenshots

Emergency Support

For critical issues affecting business:

  • Mark email as "URGENT"
  • Include phone number
  • Describe business impact
  • Premium plans: Use priority support

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