Troubleshooting Guide

Solutions to common problems and issues.

Property Issues Import/Export Media & Photos Domain Issues User Access Email Problems

Property Issues

Property won't save

The property form shows errors or doesn't submit.

Solutions:

  • Check all required fields are filled (reference, address, city)
  • Verify the reference number is unique
  • Look for validation errors highlighted in red
  • Ensure address/country fields are valid

Property not showing on website

Property is saved but doesn't appear publicly.

Solutions:

  • Check "Visible" toggle is enabled in Sale/Rental tab
  • Verify property is not archived
  • Ensure "For Sale" or "For Rent" is enabled
  • Clear browser cache and refresh

Photos not showing

Property images don't display correctly.

Solutions:

  • Verify photos are actually uploaded (check Photos tab)
  • If using external URLs, check they're accessible
  • Try re-uploading the photos
  • Check file format (JPEG, PNG, WebP supported)

Import/Export Issues

CSV file won't upload

  • Verify file is .csv format (not .xlsx)
  • Check file size is under the limit
  • Ensure file is UTF-8 encoded
  • Try saving as CSV from Excel again

Import shows many errors

  • Download and use the official template
  • Check column headers match exactly
  • Verify property type keys exist (e.g., types.apartment)
  • Ensure required fields are not empty
  • Check for special characters in data
  • Use dry run to identify specific errors

Duplicate properties created

  • Enable "Update Existing" option
  • Or enable "Skip Duplicates" option
  • Ensure reference numbers are unique in CSV

Media & Photos Issues

Upload fails or times out

  • Check file size (may exceed limits)
  • Try uploading fewer files at once
  • Check internet connection stability
  • Try a different browser

Storage quota exceeded

  • Go to Storage Stats to view usage
  • Delete unused or duplicate files
  • Run cleanup job for orphaned files
  • Consider upgrading your plan

Images appear blurry

  • Upload higher resolution originals
  • Minimum recommended: 1200px width
  • Use JPEG for photos, PNG for graphics

Domain Issues

Domain verification failing

  • Wait 24-48 hours for DNS propagation
  • Double-check TXT record value is exact
  • Verify record at your DNS registrar
  • Check for extra spaces or characters
  • Use online DNS lookup tools to verify

Custom domain not working

  • Ensure domain is verified first
  • Check CNAME or A record is correct
  • SSL certificate may need time to provision
  • Clear browser cache

User Access Issues

User can't log in

  • Check if account is activated
  • Resend invitation email
  • User should use password reset
  • Check Activity Logs for failed attempts

User can't access certain features

  • Check user's role (Owner, Admin, Member)
  • Members have limited access
  • Upgrade to Admin for more permissions
  • Only Owners can access billing

Invitation email not received

  • Check spam/junk folder
  • Verify email address is correct
  • Use "Resend Invitation" option
  • Add sender to contacts/whitelist

Email Problems

Inquiry emails not received

  • Check Agency settings for correct email
  • Look in spam/junk folder
  • Verify email template is active
  • Test with notification settings

Email template not working

  • Check variable syntax (use double braces)
  • Preview template with sample data
  • Ensure HTML is valid
  • Test with simple template first

Still Need Help?

Check the Activity Logs for detailed error information, or contact support with screenshots of the issue.

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