Troubleshooting Guide

Even well-designed systems can hit snags. This guide lists the most frequent issues users face and how to solve them quickly.

Written By Nabil

Last updated 5 days ago

1. Login or Access Issues

Problem	Why it happens	Solution
Can’t log in	Wrong credentials or SSO mismatch	Reset password or use the same SSO provider used during signup
Account locked	Too many failed attempts	Wait 10 minutes or contact support
Workspace not found	Logged in with a different email	Log out and use your primary workspace email

Example
> A user signs up with Google but tries to log in with email-password — they must use Google SSO instead.

2. File Upload Issues

Problem	Cause	Fix
Upload stuck at 99%	File size too large	Compress before upload
PDF pages not visible	Corrupted PDF	Re-export from design tool
Video thumbnail blank	Unsupported codec	Re-encode as MP4 (H.264)

Tips
- Keep uploads under 500 MB for best performance.
- Use stable Wi-Fi during large transfers.
- File names with special characters can cause encoding issues.

3. Feedback Not Appearing

Issue	Cause	Solution
Comments missing	Viewing different version	Switch to correct version
Comments overlap	DOM updated since feedback	Use extension-based capture

Example
> QA sees empty page — turns out they’re viewing v2, while comments were made on v1.

4. Integration Failures

Issue	Likely Cause	Fix
ClickUp sync failed	Token expired	Reconnect under Workspace → Integrations
Jira 403 error	Missing project access	Ask Jira admin to add API scope
Asana tasks not creating	Project not mapped	Re-link Asana project in settings

Tip
- Integration setup always requires Owner role.
- Run test sync with one comment before enabling auto-sync.

5. Notification or Email Issues

Problem	Why it happens	Fix
No emails received	Filters or spam rules	Whitelist `@bugsmash.io`
Too many emails	All mentions enabled	Adjust preferences under Profile Settings → Email Notification
Delayed alerts	Email throttling	Switch to Slack integration for instant alerts

6. Website Review or Extension Problems

Problem	Cause	Solution
Website not loading correctly in BugSmash	CSP blocking	Whitelist `proxy.bugsmash.io`
Website not showing recent updates	Cache conflict	Hard refresh or clear cookies
Extension not working	Not logged in	Re-authenticate via popup

Example
> Widget fails to load on production — adding CSP rule script-src https://proxy.bugsmash.io fixes it.

7. Payment or Billing Issues

Issue	Reason	Resolution
Double charge	Card retry on failure	Contact `support@bugsmash.io` for refund
Card declined	Bank verification	Try a different card
Invoices missing	Owner changed	Check new owner’s email inbox

8. Contacting Support If the above doesn’t help, we’re always available:

- Email: support@bugsmash.io
- Chat: In-app support bubble (Mon–Fri, 9AM–7PM GMT)
- Status Page: status.bugsmash.io

Include:
- Workspace owner email id
- Affected project
- Screenshot or screen recording
- Browser + OS info