Getting started
Troubleshoot common problems safely
Work through sign-in, saving, publishing, media, contact, and data issues without destructive shortcuts.
Before you start#
- The exact page, action, and visible error if available.
Steps#
Step 1: Check the account and page first#
Confirm you are on the expected site and signed in with the DH Connect email/password account that owns your work. Finish required Account Setup. Check the Card Name selection or Spotlight variant before assuming content is missing.
A private workspace link asks for sign-in; a published visitor card should be tested using its actual public URL. An owner-only demo is not your live data.
Step 2: For save or upload errors, pause and read#
Wait for any current operation to finish. Read the field-level message and correct the identified input. If a photo upload fails, check file suitability, connection, and storage, then retry manually.
Do not refresh while a save or upload is actively running. Do not assume failed uploads are stored in an offline queue. Avoid repeated clicks that make it harder to tell what succeeded.
Step 3: For publishing issues, inspect every required stage#
Open the intended card in Card Editor, complete Setup and the required content, and review every defined Close. Follow red correction messages, then publish explicitly.
After a confirmed publish, check the exact public link in a private window. A stale social thumbnail is a separate issue from the card's live content.
Step 4: For media or contact issues, test the destination#
Open the provider's own public media link or the intended contact destination. Check whether it requires another app, account, or permission. Reels and TikTok may intentionally use direct-watch cards.
Opening a message draft is not sending it. Check the destination format and finish the native app action yourself when testing.
Step 5: For empty lists or unexpected counts, check scope#
Check filters, reporting period, selected card, live/demo state, and whether a real submission or signup actually happened. Use Refresh or Retry once where available.
Do not create fictional records, duplicate accounts, delete cards, or change sponsor information as a shortcut. A view, a lead submission, and a new member signup are different events.
Step 6: Prepare a privacy-safe problem description#
Record the page, what you selected, what you expected, what happened, the exact visible error, device/browser, and approximate time. Include a redacted screenshot if helpful.
Never include passwords, sign-in codes, session cookies, secret links, private lead contact details, or unredacted account information. Use the actual assistance channel provided by the product owner; this Help Center does not create a support ticket.
How you know it worked#
- You have isolated the failing page and action.
- You have checked the relevant account, selection, and published state.
- Your issue description contains no private credentials or customer data.
Tips#
- Do not use deletion or duplicate signups as general troubleshooting tools.
- A concise exact error is more useful than 'nothing works'.
Troubleshooting#
- I am still stuck.
- Use the problem-description checklist and the assistance channel provided to you by the product owner. Include the exact action and redacted evidence; do not guess at a backend fix.
Related questions#
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