Common issues and fixes

Issue

Fix

This draft changed in another session. Reload before publishing.

A teammate edited the draft. Reload the editor, then publish.

Choose a valid destination for all main cards before publishing.

Set a destination for each home page main card in Site settings → Homepage.

Publishing failed. The public help center was not changed.

Try again. Your draft is safe.

Full editing needs a larger screen.

Open the editor on a laptop or desktop computer.

Published changes don't show

Refresh your help center, or open it in a private window.

The image couldn't be uploaded.

Use a PNG, JPG, JPEG, or WEBP file up to 10 MB.

Issue

Fix

Imported page has no headings

PDF and TXT files import as paragraphs. Import a Word document, or add headings in the editor.

This PDF appears to be scanned or image-based.

Import the original document or a text-based PDF.

Already imported

That file was imported before. Find the page in Page storage.

Issue

Fix

Select an active team to view requests.

Choose a team in the team switcher.

Can't find a request

Check your active team and view, then search by request ID or title.

Can't email a customer

Connect a support email in Settings → Email, and make sure the request has a contact with an email address.

AI summary could not be generated.

Try again. Check you have AI credits in Settings → Billing.

Issue

Fix

Customers see old questions

Publish the workflow in the Request Form Editor.

Too many requests. Wait a few minutes and try again.

The form limits repeated submissions. Wait a few minutes.