Troubleshooting

Common Issues and Solutions

#### Cannot Login

Solutions

1. Check Credentials: Verify username/email and password are correct
2. MFA Issues:

- Ensure you're entering the 6-digit code from your authenticator app

- Codes expire after 30 seconds, generate a new one

- Try using a backup code if you have one

1. Account Locked: Contact your administrator
2. Browser Issues:

- Clear browser cache and cookies

- Try a different browser

- Disable browser extensions temporarily

1. Network Issues: Check your internet connection

#### Links Not Redirecting

Solutions

1. Check Domain Status:

- Go to Domains page

- Verify the domain is "active"

- Activate if it's inactive

1. Check Cloudflare Routes:

- Verify routes are configured in Cloudflare Workers

- Routes must match the domain's configured routes

1. Check Link Status:

- Go to Link Monitor

- Verify the link status is not showing errors

1. Check Destination URL:

- Verify the destination URL is valid and accessible

- Test the destination URL directly in a browser

#### Import CSV Fails

Solutions

1. Check File Format:

- Ensure file is valid CSV/TSV

- Check delimiter matches your selection

- Verify no special characters break the format

1. Check Required Fields:

- destination_url is required

- URLs must be valid (include http:// or https://)

1. Check Data Validity:

- Slug must be unique

- Category/tag names must exist (or will be created)

- No invalid characters in fields

1. Review Error Report:

- Download the error report after import

- Fix issues in your CSV file

- Re-import with corrections

#### Analytics Not Showing Data

Solutions

1. Check Date Range:

- Ensure date range includes dates with clicks

- Try "All Time" to see if any data exists

1. Check Filters:

- Remove all filters to see all data

- Verify domain/tag/category filters aren't too restrictive

1. Check Link Activity:

- Verify links have actually been clicked

- Analytics only shows data for links that received clicks

1. Wait for Aggregation:

- If using analytics aggregation, data may take time to process

- Check aggregation settings in Settings

#### API Key Not Working

Solutions

1. Verify API Key:

- Check the key is correct (no extra spaces)

- Ensure key hasn't been deleted or revoked

1. Check Expiration:

- Verify key hasn't expired

- Check expiration date in API Keys page

1. Check IP Whitelist:

- If IP whitelist is enabled, verify your IP is included

- Check your current IP address

1. Check Domain Scope:

- Verify key has access to the domain you're trying to use

- Check domain scope in API Keys page

1. Check Request Format:

- Ensure Authorization header: Authorization: Bearer

- Verify request method and URL are correct

#### Cannot Create Domain

Solutions

1. Check Domain Format:

- Must be valid domain format (e.g., example.com)

- Cannot start/end with dot

- Cannot have consecutive dots

- Maximum 253 characters

1. Check Routes:

- At least one route is required

- Routes must be valid paths (e.g., /go/*)

1. Check Permissions:

- Verify you have Editor, Admin, or Owner role

- Viewers cannot create domains

1. Check Duplicates:

- Domain name must be unique

- Check if domain already exists

#### Tags/Categories Not Appearing

Solutions

1. Check Domain Scope:

- If created with domain selected, only shows for that domain

- Create global tags/categories by clearing domain selector

1. Refresh Page:

- Sometimes UI needs refresh to show new items

- Reload the page

1. Check Filters:

- Remove any active filters

- Clear search terms

#### Sidebar Not Showing

Solutions

1. Look for Toggle Button:

- Button should be on left edge of screen

- May say "Show Sidebar" when hidden

1. Check Screen Size:

- On mobile, sidebar may be hidden by default

- Use menu button if available

1. Clear Browser Storage:

- Clear localStorage if sidebar state is stuck

- Refresh page after clearing

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