Troubleshooting

Overview

Having trouble? This guide covers common issues and their solutions. If you don't find your answer here, contact support@vavolta.com.

Login Issues

Can't Log In

Symptoms:

• Login button not responding
• "Invalid credentials" error
• Stuck on login page

Solutions:

1. Check credentials: Ensure email is correct and password is right
2. Reset password: Click "Forgot Password" and reset
3. Clear cookies: Clear browser cookies for vavolta.com
4. Try incognito: Open incognito/private window and try again
5. Different browser: Try Chrome, Firefox, or Safari

Password Reset Not Working

Symptoms:

• No reset email received
• Link doesn't work
• Link expired

Solutions:

1. Check spam: Look in spam/junk folder
2. Wait a few minutes: Emails can be delayed
3. Check email spelling: Ensure correct email
4. Request again: Try another reset request
5. Contact support: If still not working

Account Locked

Symptoms:

• Message about too many attempts
• Account temporarily disabled

Solutions:

1. Wait 30 minutes: Lockout expires automatically
2. Reset password: May unlock account
3. Contact support: For immediate unlock

Upload Issues

Upload Fails

Symptoms:

• Progress bar stops
• Error message appears
• File doesn't appear after upload

Solutions:

1. Check file size: Ensure within 50 MB limit
2. Check file type: Must be PDF (or supported type)
3. Check lead magnet limit: Ensure you haven't reached your plan's limit
4. Try smaller file: Compress or reduce quality
5. Try different browser: Chrome recommended
6. Check connection: Ensure stable internet

Upload Very Slow

Symptoms:

• Progress bar moves very slowly
• Takes much longer than expected

Solutions:

1. Check file size: Large files take longer
2. Check connection: Test internet speed
3. Try different time: Server load varies
4. Use wired connection: More stable than WiFi

Wrong File Uploaded

Solutions:

1. Use Replace PDF to upload correct file
2. Delete and re-create lead magnet
3. All existing links will serve new file

Viewing Issues

Content Not Loading

Symptoms:

• Blank page
• Spinning forever
• Error message

For Recipients:

1. Refresh page: Simple but often works
2. Check connection: Ensure internet working
3. Try different browser: Chrome recommended
4. Clear cache: Browser settings > Clear cache
5. Check link: Ensure full URL was copied

For Account Holders:

1. Check lead magnet status: Is it active?
2. Check link status: Is it disabled/expired?
3. Check view limit: Has limit been reached?
4. Test yourself: Try the link logged out

PDF Displays Wrong

Symptoms:

• Pages out of order
• Missing pages
• Formatting issues

Solutions:

1. Check original: Does the PDF work normally?
2. Re-upload: Upload again to re-process
3. Simplify PDF: Remove complex elements
4. Export differently: Try different PDF export settings

Download Not Working

Symptoms:

• Download button doesn't respond
• Download starts but fails

Solutions:

1. Check browser: Try different browser
2. Check popup blocker: May be blocking download
3. Right-click, save as: Alternative method
4. Contact support: If persists

Analytics Issues

No Data Showing

Symptoms:

• Analytics page empty
• All zeros
• "No data" message

Solutions:

1. Check date range: Might be wrong period selected
2. Wait for data: New views take a few minutes
3. Check filters: Clear any active filters
4. Verify views: Has content actually been viewed?
5. Check plan: Some analytics require Pro/Team

Numbers Seem Wrong

Symptoms:

• Count seems too high/low
• Doesn't match expectations

Understanding:

1. Views vs unique: Views count all opens, unique counts people
2. Including your views: Your testing counts as views
3. Bots/crawlers: May cause some extra views
4. Refresh views: Each refresh = new view

Solutions:

1. Review how metrics are calculated
2. Check for test views
3. Consider date range
4. Contact support if significantly off

Data Delayed

Symptoms:

• Recent views not showing
• Data appears hours late

Solutions:

1. Wait a few minutes: Normal processing time
2. Session data: Takes up to 30 min (waits for session end)
3. Refresh page: Data may have arrived
4. Check timezone: Times shown in your timezone

Team Issues

Can't Invite Members

Symptoms:

• Invite button doesn't work
• Error when inviting

Solutions:

1. Check plan: Team plan required
2. Check limit: May have reached member limit
3. Check role: Must be Owner or Admin
4. Check email: Valid email format required

Member Didn't Receive Invite

Solutions:

1. Check spam: Ask them to check spam folder
2. Verify email: Confirm spelling
3. Resend: Click resend in pending invitations
4. Try different email: Their email may be blocking

Can't See Team Content

Solutions (for member):

1. Confirm accepted: Ensure invitation was accepted
2. Correct workspace: Make sure in right workspace
3. Ask admin: Verify membership

Billing Issues

Payment Failing

Symptoms:

• Card declined
• Payment error

Solutions:

1. Check card: Correct number, expiry, CVV
2. Check funds: Sufficient balance
3. Try different card: Use alternative
4. Contact bank: They may be blocking
5. Use SEPA: Alternative for EU

Can't Access Features

After payment:

1. Refresh: Page may need refresh
2. Log out/in: Session may need refresh
3. Check plan: Verify upgrade completed
4. Contact support: If still not working

Wrong Charge

Solutions:

1. Review invoice: Check what was charged
2. Prorated charges: May be mid-cycle adjustment
3. Annual vs monthly: Check billing cycle
4. Contact support: For discrepancies

Link Issues

Link Not Working

For recipients:

1. Check full URL: Ensure complete link
2. Check expiration: Link may have expired
3. Check view limit: May have reached limit
4. Contact sender: Ask for new link

For account holders:

1. Check link status: Active vs disabled
2. Check lead magnet: Is it still active?
3. Test yourself: Try incognito window
4. Check settings: Expiration, view limits

Wrong Content Showing

Symptoms:

• Link shows different content than expected

Solutions:

1. Check link assignment: Verify linked to correct lead magnet
2. PDF was replaced: Content may have been updated
3. Wrong link copied: Verify correct link

Performance Issues

Slow Loading

Solutions:

1. Large files: Bigger PDFs load slower
2. Connection: Check internet speed
3. Browser: Try Chrome (fastest)
4. Extensions: Disable browser extensions
5. Different time: Try off-peak hours

Browser Crashing

Solutions:

1. Update browser: Use latest version
2. Clear cache: Free up memory
3. Reduce tabs: Close other tabs
4. Restart browser: Fresh start
5. Try different browser: May be browser-specific

Integration Issues

Webhook Not Firing

Solutions:

1. Check URL: Verify endpoint correct
2. Check HTTPS: Must use HTTPS
3. Check events: Correct events selected
4. Check logs: View delivery attempts
5. Test endpoint: Ensure it accepts POST

CRM Not Syncing

Solutions:

1. Check connection: Verify still connected
2. Check settings: Sync enabled?
3. Check permissions: OAuth scopes correct
4. Manual sync: Force sync from settings
5. Reconnect: Disconnect and reconnect

Getting More Help

Before Contacting Support

Have ready:

1. Your account email
2. What you were trying to do
3. What error (if any) appeared
4. When the issue started
5. Steps you've already tried
6. Screenshots if possible

Contact Support

Email: support@vavolta.com

Include:

• Clear description of issue
• Steps to reproduce
• Screenshots or screen recordings
• Browser and device info

Response times:

• Free: Within 48 hours
• Starter: Within 24 hours
• Pro/Team: Within 12 hours (priority)