Troubleshooting
Learn how to diagnose common issues
Troubleshooting helps you diagnose issues with inquiry submission, notifications, GitHub integration, custom domains, FAQs, and web pages. Start with settings, permissions, subscriptions, publish status, and external services
Troubleshooting Flow
1
Check Inquiry Submission
If inquiries cannot be submitted, check required fields, attachments, NG words, and rate limiting
- Missing required fields prevent submission
- Attachment size and type must be within allowed limits
- NG word rules or rate limiting may block the submission
2
Check Notifications
If notifications do not arrive, check notification settings, email address, and browser permission
- Confirm that the relevant notification setting is enabled in the agent profile
- Check spam folders and mail filtering rules
- Browser notifications work only while the management screen is open
3
Check GitHub Integration
If GitHub issues are not created, check subscription, settings, enabled status, and token permission
- Confirm that the GitHub integration plan is active for the target form
- Check owner, repository, and Personal Access Token settings
- Issue creation happens only when an inquiry is converted to a ticket
4
Check Custom Domain
If a custom domain does not work, check the plan, DNS, verification status, and URL
- Confirm that the custom domain plan is active for the target form
- Check that the CNAME record matches the value shown in the management screen
- DNS propagation and SSL preparation can take time
5
Check Public Content
If FAQs or web pages do not appear, check publish status, plan limits, slug, and URL format
- Confirm that the FAQ or web page is published
- Check required plans and public page limits
- Remember that default-domain and custom-domain URL formats differ
Before You Start
- Record the form ID and time when the issue occurred
- Check the agent, page, and error message involved
- If settings changed recently, prepare to review audit logs
Investigation Tips
- For issues after setting changes, audit logs help identify what changed and when
- For external integrations, check QAries settings and external-service permissions separately
- A short reproduction procedure makes support requests easier to resolve
What to Do Next
If the issue remains unresolved, collect the time, form, operation, and error message before contacting support