Troubleshooting Scenarios

PDF Generation Stuck or Timeout

Symptom: The study plan generation spinner keeps spinning for more than 2 minutes and never completes.

Cause: Usually caused by the serverless function timing out during PDF rendering or a slow Vercel deployment.

Click Try Again - the retry often succeeds.
If the issue persists, the prospect data may be too complex. Simplify the career goals or modules.
Contact support if timeouts continue - the function may need a higher timeout setting.

Email Not Reaching the Prospect

Symptom: The system says the email was sent, but the prospect never received it.

Ask the prospect to check their spam/junk folder.
Verify the email address on the lead detail page - a typo causes silent delivery failures.
Go to Settings and click Test to verify your SMTP connection works.
Some providers (especially Gmail) may block automated emails - check your sending limits.
As a fallback, share the study plan via WhatsApp or copy-paste the tracking link.

Study Plan PDF Has Missing or Incorrect Data

Symptom: The generated PDF is missing fees, modules, or shows placeholder text.

Check that the programme has modules configured in Programme Management.
Verify the fees are set correctly for the selected duration.
Ensure the advisor profile has all required fields (name, photo, email).
Regenerate the study plan - template changes only apply to new generations.

Cannot Log In After Password Reset

Symptom: You reset your password via the email link but still cannot log in.

Make sure you clicked the link within the expiry window (usually 1 hour).
Check that you are entering the new password correctly (case-sensitive).
Clear your browser cache and try again.
If the link expired, request a new reset from the login page.
Contact your admin if the issue persists - they can reset it via the CLI.

Tracking Link Shows "Not Found"

Symptom: The prospect opens the tracking link and sees a 404 error.

Verify the link is complete - check for truncated URLs in WhatsApp or email.
The study plan may have been deleted by an admin.
Check the study plan history to confirm the plan exists.
Generate a new study plan and share the fresh link.

WhatsApp Share Button Not Working

Symptom: Clicking the WhatsApp button does nothing or shows an error.

On mobile: ensure WhatsApp is installed and the phone number is correct.
On desktop: your browser may be blocking the redirect - allow pop-ups for this site.
Some browsers require WhatsApp Desktop to be installed for the deep link to work.
Fallback: copy the tracking link manually and paste it into WhatsApp.

Admin Sees "Unauthorised" on Pages

Symptom: An admin user gets redirected or sees an error when accessing admin pages.

Verify the user's role is set to admin or super_admin in User Management.
Log out and log back in to refresh the session.
Clear browser cookies and try again.
Contact a super admin to verify and correct the role assignment.

Template Changes Not Appearing in New Study Plans

Symptom: You edited a template but the generated PDF still shows the old layout.

Ensure you clicked Save after editing the template.
Check that you edited the correct programme template (MBA, MIM, etc.).
Verify you are editing the active version, not an older draft.
Use Preview PDF in the Template Editor to confirm your changes.
Template changes only apply to newly generated study plans.

Google Sheets Sync Fails or Skips Rows

Symptom: The sync runs but most rows are skipped or the sync errors out.

Verify column headers match exactly (case-sensitive) - see expected format.
Rows without an email address are always skipped.
Advisor names must match system records exactly, or use email addresses.
Check that the Google service account has access to the sheet.
Review the sync history page for detailed error messages.

Dashboard Analytics Show No Data

Symptom: The admin analytics dashboard shows empty charts or zero counts.

Check the date range filter - it may be set to a period before any data exists.
Analytics are based on generated study plans, not just leads in the CRM.
If this is a new installation, generate a few study plans first.
Verify the database connection is working (check the server logs).

Support Ticket Not Getting Response

Symptom: You submitted a support ticket but haven't received a response.

Check the ticket status in My Tickets - it may be "In Progress".
Add a comment to the ticket if you have more information to share.
For urgent issues, contact support through the WhatsApp button in the documentation.
Make sure you provided enough detail in the original ticket description.