Troubleshooting

Overview

This guide helps you resolve common issues you might encounter while using Delivami.

Login Issues

Can't Log In

Symptoms: Login page shows error or doesn't work.

Solutions:

1. Check credentials - Ensure email and password are correct
2. Reset password - Use "Forgot Password" link
3. Clear cache - Clear browser cookies and cache
4. Try incognito - Open in private/incognito window
5. Check 2FA - Ensure authenticator app is working

Two-Factor Authentication Issues

Symptoms: Can't complete 2FA verification.

Solutions:

1. Check time sync - Ensure device time is accurate
2. Use backup code - Enter one of your backup codes
3. Sync authenticator - Re-sync your authenticator app
4. Account recovery - Use recovery process if locked out

Passkey Not Working

Symptoms: Can't sign in with passkey.

Solutions:

1. Check device - Ensure passkey is on this device
2. Use different method - Try password or backup code
3. Add new passkey - Re-register passkey

Delivery Issues

Files Won't Upload

Symptoms: Upload fails or gets stuck.

Solutions:

1. Check file size - Verify against plan limits
2. Check file type - Ensure format is supported
3. Try smaller files - Split large files
4. Check connection - Ensure stable internet
5. Try different browser - Some browsers work better

Client Can't Open Delivery

Symptoms: Client reports broken link or access issues.

Solutions:

1. Verify email - Check client's email is correct
2. Check expiration - Ensure delivery hasn't expired
3. Resend delivery - Send again from dashboard
4. Share direct link - Copy and send link manually
5. Check password - If password-protected, verify client has it

Delivery Link Not Working

Symptoms: Link shows error or doesn't load.

Solutions:

1. Check URL - Ensure no typos in the link
2. Clear cache - Clear browser cache
3. Try different browser - Test in another browser
4. Check status - Verify delivery is still active
5. Regenerate link - Create new delivery link

Payment Issues

Payment Not Received

Symptoms: Client paid but you don't see it.

Solutions:

1. Check invoice status - Verify payment was processed
2. Wait for processing - Some methods take time
3. Verify payment method - Ensure correct details
4. Contact support - If issue persists

Withdrawal Failed

Symptoms: Withdrawal request rejected.

Solutions:

1. Check balance - Ensure sufficient funds
2. Verify KYC - Complete identity verification
3. Check limits - Ensure within withdrawal limits
4. Verify payout method - Ensure details are correct
5. Contact support - If issue persists

Invoice Not Generating

Symptoms: Can't create or send invoice.

Solutions:

1. Check plan - Ensure invoice feature is available
2. Fill required fields - Complete all required info
3. Check client - Ensure client exists
4. Try again - Refresh and retry

Technical Issues

Page Not Loading

Symptoms: Delivami pages don't load or show errors.

Solutions:

1. Check connection - Ensure internet is working
2. Clear cache - Clear browser cache
3. Try different browser - Test in another browser
4. Disable extensions - Some extensions block content
5. Check status page - Visit status.delivami.com

Slow Performance

Symptoms: Delivami feels slow or unresponsive.

Solutions:

1. Close tabs - Reduce browser memory usage
2. Clear cache - Remove cached files
3. Check connection - Test internet speed
4. Try incognito - Open in private window
5. Update browser - Use latest version

Mobile App Issues

Symptoms: Mobile app crashes or doesn't work.

Solutions:

1. Update app - Install latest version
2. Restart app - Close and reopen
3. Restart device - Power cycle your phone
4. Reinstall app - Uninstall and reinstall
5. Check storage - Ensure sufficient space

Feature-Specific Issues

Custom Domain Not Working

Symptoms: Custom domain doesn't load or shows error.

Solutions:

1. Check DNS - Verify DNS records are correct
2. Wait for propagation - DNS can take 24-48 hours
3. Verify SSL - Check certificate is active
4. Clear cache - Clear DNS cache
5. Contact support - If issue persists

Webhook Not Receiving Events

Symptoms: Your endpoint isn't getting webhook calls.

Solutions:

1. Check URL - Verify endpoint URL is correct
2. Check SSL - Ensure HTTPS is working
3. Verify events - Check event subscriptions
4. Review logs - Check webhook delivery logs
5. Test endpoint - Send test event

API Not Working

Symptoms: API requests fail or return errors.

Solutions:

1. Check API key - Ensure key is valid
2. Check permissions - Verify key has required scope
3. Check rate limits - Ensure not rate limited
4. Verify endpoint - Check API endpoint URL
5. Review docs - Check API documentation

Getting Help

Contact Support

If you can't resolve the issue:

1. Gather details - Note error messages, steps to reproduce
2. Check FAQ - Review similar issues
3. Contact us - Email support@delivami.com
4. Include info - Provide screenshots and details

Response Times

Still Stuck?

Contact our support team with:

• Description of the issue
• Steps to reproduce
• Screenshots if possible
• Browser/device information