Troubleshooting

Common issues and solutions to keep you productive.

Login & Access Issues

Can’t Sign In:

• Verify your email address and password
• Try using Google OAuth instead of password
• Use the password reset option if you forgot your password
• Clear browser cache and cookies
• Try a different browser or incognito mode
• Disable browser extensions temporarily

Account Not Found:

• Verify email address spelling
• Check if you signed up with a different email address
• Try signing in with Google if you used OAuth
• Look for account creation confirmation emails in your inbox
• Contact support for account recovery assistance

Password Reset Issues:

• Check your email inbox and spam folder for the verification code
• Make sure you’re using the latest verification code sent
• Try requesting a new password reset if the code expired
• Contact support if you’re not receiving reset emails

Email Verification Problems:

• Check your email inbox and spam folder for the verification code
• Make sure you’re entering the 6-digit code correctly
• Request a new verification code if the current one expired
• Contact support if you’re not receiving verification emails

Performance Issues

Slow Loading:

• Check your internet connection speed
• Clear browser cache and cookies
• Disable unnecessary browser extensions
• Try a different browser or incognito mode
• Refresh the page
• Check if the issue persists across different devices

Sync Issues:

• Refresh the page to force sync
• Check your network connectivity
• Log out and back in to reset your session
• Try accessing from a different device or browser
• Contact support for persistent sync problems

AI & Personas Issues

AI Not Responding:

• Check if you have an active subscription for AI features
• Verify you’re in a space that supports AI personas
• Try rephrasing your request or breaking it into smaller parts
• Check if your request is within the AI’s capabilities
• Contact support for persistent AI issues

Unexpected AI Behavior:

• Review the context provided to the AI in your space settings
• Check if your request is clear and specific
• Try providing more detailed instructions
• Report concerning AI responses to support immediately

Collaboration Issues

Team Members Can’t Access Space:

• Verify the team member has been properly invited
• Check their email inbox and spam folder for the invitation
• Confirm they’ve accepted the invitation
• Ensure correct permissions are set for their role
• Check if your subscription plan supports the number of members

Shared Content Not Visible:

• Verify sharing permissions are set correctly
• Check if the user is in the correct space
• Confirm content hasn’t been archived or deleted
• Refresh the page and try again
• Contact support if issues persist

Data & Content Issues

Missing Socras or Journeys:

• Use the search function to locate content
• Check different spaces you have access to
• Look for archived items in your space
• Check if content was accidentally deleted
• Contact support for data recovery assistance

Content Not Saving:

• Check your internet connection
• Try saving your work in smaller chunks
• Refresh the page and try again
• Clear browser cache
• Contact support for persistent save failures

Billing & Subscription Issues

Payment Problems:

• Check that your payment method is current and valid
• Verify billing information is correct
• Try using a different payment method
• Contact support for billing assistance

Subscription Access:

• Verify your subscription is active in your space settings
• Check if your subscription has expired
• Ensure you’re in the correct space for your subscription
• Contact support for subscription issues

Getting Help

Before Contacting Support:

• Try the basic troubleshooting steps above
• Check if the issue happens in different browsers or devices
• Note any error messages you see
• Take screenshots if helpful

Contacting Support:

Email team@socra.com with:

• A detailed description of the issue
• Steps you’ve already tried
• Screenshots or error messages
• Your account email address
• Information about when the issue started

Response Time:

• We typically respond within 24-48 hours
• Complex technical issues may take longer to resolve
• Critical issues (data loss, security concerns) are prioritized

What to Include:

• Your account email address
• The specific space or content affected
• Browser and device information
• Screenshots or error messages
• Steps to reproduce the issue