Troubleshooting Common Issues

Overview

This guide covers the most common issues TradieLink users encounter and provides step-by-step solutions to resolve them quickly.

Account Access Issues

Can't Sign In

Forgotten Password:

1. Go to the sign-in page
2. Click "Forgot your password?"
3. Enter your email address
4. Check your email for reset instructions
5. Follow the link to create a new password

Email Not Recognized:

• Verify you're using the correct email address
• Check for typos in the email field
• Try alternative email addresses you might have used
• Contact support if you're unsure which email was used

Magic Link Not Working:

• Check that you're using the same browser/device
• Ensure the link hasn't expired (valid for 1 hour)
• Look for the email in spam/junk folders
• Request a new magic link if the current one fails

Account Verification Problems

Verification Email Not Received:

• Check spam/junk email folders
• Ensure email address was entered correctly
• Wait 5-10 minutes for email delivery
• Request a new verification email
• Add noreply@trde.link to your email contacts

Verification Link Expired:

• Request a new verification email
• Click the new link within the time limit
• Complete account setup immediately after verification
• Contact support if issues persist

Page and Content Issues

Business Page Not Displaying

Page Not Loading:

1. Check your internet connection
2. Try refreshing the browser (Ctrl+F5 or Cmd+Shift+R)
3. Clear browser cache and cookies
4. Try a different browser or incognito mode
5. Check if the page is published (not in draft mode)

Content Not Saving:

• Ensure stable internet connection
• Check all required fields are completed
• Try saving individual sections first
• Avoid browser back button while editing
• Use "Save Draft" frequently while editing

Images Not Uploading:

• Check file size (maximum 10MB per image)
• Verify file format (JPG, PNG, or WebP)
• Ensure stable internet connection
• Try compressing large images
• Refresh page and try again

Form and Contact Issues

Contact Forms Not Working:

1. Verify all required fields are filled
2. Check email format is correct
3. Ensure message field has content
4. Try submitting with minimal information first
5. Check spam folder for form confirmations

Not Receiving Enquiries:

• Check email notifications are enabled
• Verify correct email address in settings
• Look in spam/junk folders
• Test contact form yourself
• Check form display on your public page

Technical Performance Issues

Slow Loading Pages

Page Loading Slowly:

1. Check your internet speed
2. Optimize image sizes before uploading
3. Reduce number of images per page
4. Clear browser cache
5. Try different browser or device

Mobile Display Issues:

• Test on multiple mobile devices
• Check responsive design preview
• Ensure buttons are touch-friendly
• Verify contact information is clickable
• Report device-specific issues to support

Browser Compatibility

Issues with Specific Browsers:

• Try updating your browser to latest version
• Clear browser cache and cookies
• Disable browser extensions temporarily
• Use incognito/private browsing mode
• Try a different browser for comparison

JavaScript Errors:

• Refresh the page completely
• Disable ad-blockers temporarily
• Check browser console for error messages
• Try different browser
• Contact support with error details

Billing and Subscription Issues

Payment Problems

Payment Declined:

1. Check with your bank for transaction blocks
2. Verify card has sufficient funds/credit
3. Ensure billing address matches bank records
4. Try a different payment method
5. Contact your bank if issues persist

Subscription Not Upgrading:

• Check payment was processed successfully
• Verify upgrade confirmation email
• Wait 10-15 minutes for system processing
• Check current plan in account settings
• Contact support with transaction details

Can't Access Billing Portal:

• Ensure you're signed into correct account
• Clear browser cache and cookies
• Try different browser or incognito mode
• Verify email address associated with account
• Contact support for billing portal access

Plan and Feature Issues

Features Not Available After Upgrade:

• Wait 10-15 minutes for system sync
• Sign out and sign back in
• Check current plan in account settings
• Verify upgrade was completed successfully
• Contact support with upgrade confirmation

Downgrade Not Processed:

• Downgrades typically occur at next billing cycle
• Check confirmation email for timing
• Verify request was submitted correctly
• Contact support for status update

Data and Content Problems

Lost Content

Content Disappeared:

1. Check if you're viewing the correct page
2. Verify you didn't accidentally delete content
3. Check browser history for recent changes
4. Try refreshing the page
5. Contact support for data recovery assistance

Photos Not Displaying:

• Check if images finished uploading
• Verify file format compatibility
• Try re-uploading problematic images
• Clear browser cache
• Check image file isn't corrupted

Synchronization Issues

Changes Not Reflecting:

• Wait 5-10 minutes for changes to propagate
• Clear browser cache and refresh
• Check if changes were actually saved
• Try viewing from different device/browser
• Force refresh public page (Ctrl+F5)

Reviews Not Updating:

• Google reviews sync every 2-4 hours
• Verify Google Maps URL is correct
• Check Google Business Profile is active
• Wait 24 hours before contacting support
• Ensure reviews are public on Google

Analytics and Tracking Issues

Missing Analytics Data

No Analytics Showing:

• Check selected date range
• Verify page has been published
• Ensure tracking is properly installed
• Wait 24-48 hours for data collection
• Check if ad-blockers are affecting tracking

Inaccurate Data:

• Exclude your own visits from analytics
• Check time zone settings
• Verify correct date range selection
• Consider external factors affecting traffic
• Review data collection settings

Mobile App and QR Code Issues

QR Code Problems

QR Code Not Scanning:

• Ensure sufficient lighting when scanning
• Try scanning from different distances
• Check QR code isn't damaged or distorted
• Use different QR code scanner app
• Regenerate QR code if necessary

QR Code Links to Wrong Page:

• Verify correct page was selected during generation
• Regenerate QR code with correct page
• Test QR code before printing/distributing
• Update printed materials with new code

Mobile Experience Issues

Mobile Site Not Working:

• Check mobile data or WiFi connection
• Try different mobile browser
• Clear mobile browser cache
• Ensure JavaScript is enabled
• Test on different mobile device

Email and Communication Issues

Email Delivery Problems

Not Receiving TradieLink Emails:

1. Check spam/junk folders
2. Add noreply@trde.link to contacts
3. Whitelist @trde.link domain
4. Check email filters and rules
5. Try alternative email address

Notification Settings:

• Verify notifications are enabled in settings
• Check email address is correct
• Update notification preferences
• Test with simple enquiry to yourself
• Ensure email service isn't blocking notifications

Customer Communication

Customers Can't Contact You:

• Test all contact methods yourself
• Verify phone numbers are correct
• Check email addresses are accurate
• Ensure contact forms are working
• Test from customer perspective

Security and Privacy Concerns

Account Security

Suspicious Account Activity:

1. Change password immediately
2. Use "Sign out all devices" feature
3. Check recent account activity
4. Enable two-factor authentication if available
5. Contact support if unauthorized access suspected

Data Privacy Questions:

• Review privacy policy for data handling
• Check data sharing preferences
• Understand cookie usage
• Know your rights regarding personal data
• Contact support for specific privacy concerns

Integration and External Service Issues

Google Services Integration

Google Reviews Not Syncing:

• Verify Google Maps URL is exactly correct
• Check Google Business Profile is claimed and active
• Ensure reviews are public on Google
• Wait 24 hours before troubleshooting further
• Contact support with Google listing details

Google Maps Issues:

• Check business address is accurate
• Verify Google listing exists and is active
• Ensure consistent business information
• Update Google Business Profile if needed
• Contact Google support for listing issues

Getting Additional Help

Before Contacting Support

Information to Gather:

1. Account email address
2. Specific error messages
3. Browser and device information
4. Steps you've already tried
5. Screenshots of the problem

Quick Self-Help Checklist:

• Tried refreshing the page
• Cleared browser cache and cookies
• Tested on different browser/device
• Checked internet connection
• Verified account settings

Contacting Support

How to Reach Us:

• Email: support@trde.link
• Response Time: Within 24 hours during business days
• Urgent Issues: Mark subject line as "URGENT"

What to Include:

• Detailed description of the problem
• Steps you've already attempted
• Screenshots or error messages
• Your account email address
• Browser and device information

Response Times

Standard Support:

• General questions: 24-48 hours
• Technical issues: 12-24 hours
• Account problems: 4-8 hours
• Billing issues: 2-4 hours

Escalation Process:

• If no response in expected timeframe
• Send follow-up email with "FOLLOW-UP" in subject
• Include original email in thread
• Mark as urgent if business-critical

Preventive Measures

Regular Maintenance

Monthly Checks:

• Test all contact forms
• Verify contact information accuracy
• Check page loading speeds
• Review and update content
• Monitor analytics for issues

Browser Hygiene:

• Clear cache and cookies regularly
• Keep browser updated
• Disable unnecessary extensions
• Check for malware/viruses
• Use reliable internet connection

Best Practices

Account Security:

• Use strong, unique passwords
• Enable available security features
• Monitor account activity regularly
• Keep contact information updated
• Sign out when using public computers

Content Management:

• Save work frequently
• Keep backups of important content
• Test changes before publishing
• Use consistent formatting
• Monitor page performance regularly