Troubleshooting

Common issues and solutions for Smart KYC platform.

Common Issues

Invitation Issues

Invitation Not Received

Problem: Customer didn’t receive invitation email.

Solutions:

1. Check spam/junk folder
2. Verify email address is correct
3. Check invitation status in dashboard
4. Resend invitation if needed
5. Verify email server settings

Invitation Link Expired

Problem: Invitation link has expired.

Solutions:

1. Check invitation expiry date
2. Send new invitation
3. Extend expiry date (if possible)
4. Verify invitation hasn’t been used

Invitation Already Used

Problem: Customer tries to use invitation that’s already completed.

Solutions:

1. Check submission status
2. Create new invitation if needed
3. Verify customer email matches

Form Issues

Form Not Loading

Problem: KYC form doesn’t load or shows error.

Solutions:

1. Check internet connection
2. Clear browser cache
3. Try different browser
4. Check browser console for errors
5. Verify form/workflow is active

Form Fields Not Saving

Problem: Form data is lost when navigating.

Solutions:

1. Check browser storage is enabled
2. Don’t clear browser data while filling form
3. Complete form in one session
4. Check for browser extensions interfering

File Upload Fails

Problem: Cannot upload documents or images.

Solutions:

1. Check file size (max limits)
2. Verify file type is accepted
3. Check file isn’t corrupted
4. Try different file format
5. Check internet connection stability

Submission Issues

Submission Not Completing

Problem: Cannot submit completed form.

Solutions:

1. Check all required fields are filled
2. Verify file uploads completed
3. Check validation errors
4. Try refreshing page
5. Check browser console for errors

Submission Status Not Updating

Problem: Submission status doesn’t reflect current state.

Solutions:

1. Refresh the page
2. Check submission details
3. Verify workflow is active
4. Check for system updates

Account Issues

Cannot Log In

Problem: Unable to log into account.

Solutions:

1. Verify email and password
2. Check caps lock is off
3. Try password reset
4. Clear browser cookies
5. Try incognito/private mode

Password Reset Not Working

Problem: Password reset email not received or link doesn’t work.

Solutions:

1. Check spam folder
2. Verify email address
3. Wait a few minutes and try again
4. Contact support if issue persists

Webhook Issues

Webhooks Not Receiving Events

Problem: Webhook endpoint not receiving events.

Solutions:

1. Verify webhook is active
2. Check webhook URL is correct
3. Verify endpoint is accessible (HTTPS)
4. Check webhook logs for errors
5. Verify signature validation

Webhook Signature Verification Fails

Problem: Cannot verify webhook signature.

Solutions:

1. Verify API secret is correct
2. Check signature calculation
3. Ensure raw request body is used
4. Verify HMAC-SHA256 algorithm
5. Check for encoding issues

Branding Issues

Logo Not Showing

Problem: Logo doesn’t appear on forms.

Solutions:

1. Verify logo file uploaded successfully
2. Check file format (PNG, JPG, SVG)
3. Check file size (max 2MB)
4. Clear browser cache
5. Verify branding is applied to workflow

Colors Not Applying

Problem: Brand colors not showing correctly.

Solutions:

1. Verify color codes are valid hex
2. Check for CSS conflicts
3. Clear browser cache
4. Verify branding saved successfully
5. Check browser compatibility

Performance Issues

Slow Page Loading

Problem: Pages load slowly.

Solutions:

1. Check internet connection
2. Clear browser cache
3. Disable browser extensions
4. Try different browser
5. Check for system maintenance

Reports Not Generating

Problem: Cannot generate or export reports.

Solutions:

1. Check date range is valid
2. Verify you have data for period
3. Try smaller date range
4. Check browser allows downloads
5. Try different export format

Getting Help

Support Resources

1. Documentation: Check this documentation
2. Support Portal: Access support through dashboard
3. Email Support: Contact support team
4. Status Page: Check system status

Reporting Issues

When reporting issues, include:

1. Description: What you were trying to do
2. Expected Behavior: What should happen
3. Actual Behavior: What actually happened
4. Steps to Reproduce: How to recreate the issue
5. Screenshots: Visual evidence if applicable
6. Browser/Device: Browser version and device
7. Error Messages: Any error messages shown

System Status

Check system status:

• Visit status page
• Check for known issues
• View maintenance schedule
• Subscribe to status updates

Best Practices

Prevent Issues

1. Keep Browser Updated: Use latest browser version
2. Clear Cache Regularly: Prevent stale data issues
3. Use Supported Browsers: Chrome, Firefox, Safari, Edge
4. Check Email Regularly: Don’t miss important notifications
5. Backup Important Data: Export submissions regularly

When Issues Occur

1. Don’t Panic: Most issues are temporary
2. Try Basic Fixes: Refresh, clear cache, try different browser
3. Check Documentation: Look for known solutions
4. Report Issues: Help improve the platform
5. Be Patient: Support team will help

Related Topics

• Getting Started - Initial setup guide
• Webhooks - Webhook troubleshooting
• Branding - Branding issues