Troubleshooting — Voidhash Docs

What to check in Studio when sign-in, a paywall, a test, a report, a push, an invitation, Meta or an alert doesn't behave.

Find your symptom: each section lists what to check in Studio, and when to hand over to a developer.

"This account cannot sign in this way": your email belongs to a Voidhash account that signs in another way, such as with a password rather than GitHub, or the account is suspended. Sign in the way you first did, or ask us.
Forgot your password: click Forgot your password? on the sign-in page. Accounts created with GitHub sign in with Continue with GitHub and have no password.
No verification code: check spam, then click Resend code. After "Too many attempts", wait a few minutes.
You're on the list: your team is on the waitlist. We email you when it's your turn.
You signed in but don't see your team: you may have used another email than the one invited, or your team requires SSO: sign out and click Sign in with SSO.
You were signed out, logged out, or your session expired: browsers sign out after a week unused and 30 days after signing in; see Why you were signed out.

Related: Get access to Studio.

A button or page is missing

Members see most pages but change little, and Studio doesn't hide every control they can't use. If you're a Member, ask an admin or the owner; What Members see lists each case.

A button is hidden or grayed out, such as Add project, Install or Create alert, no Pending invitations, or the paywall designer won't let you edit: your role.
"Failed to create product", "Failed to save changes" or another failure after saving: your role.
Add override or Create flag does nothing: your role.
"Only admins and the owner can see API keys." (or payment providers), or Billing is locked: admin-only pages.
"Could not refund the payment" or "Could not cancel the subscription": see Refunds and cancellations.
"Could not load activity." in a history: history reads the audit log, which is admin-only.
"This page is not available.", or a link to Automations, Files, Boards, Inbox or Bots opens Overview: that early-access area is off for your team. Ask us.
Billing, Query, insights, dashboards or location stats are missing: they're on Voidhash Cloud only. Ask whoever runs your Studio.
A project page is missing: no project is selected in the project switcher.

A paywall doesn't show in the app

Paywalls → Paywall locations: the location the app opens is Live, or runs a Running A/B test, and isn't Archived. A location running a test reads Empty in the list.
The paywall's page: it has a Live build. Placing or changing a paywall needs a deploy first.
Timing: changes reach most people within about an hour. After that, open the paywall again; the first opening can still show the old design while the new one loads.
A/B test: if the location runs a test, each variant needs a paywall with a live build.

Hand over to a developer when the location is live but the app still shows its own fallback screen: it may ask for another slug, be too old for the build, or be offline. See What running apps see.

An A/B test won't start or shows no results

Start does nothing: a variant's paywall has no live build, a location runs another test, or you're a Member. Studio shows no message.
The test is Running. A Draft or Paused test counts nobody, and results count from when it last started or resumed.
The Goal event is set and spelled exactly as recorded. Left empty, every variant shows 0.
Settings → Events keeps the Experiment exposure event on. It's off by default in self-hosted Studio.
Too early to tell needs more people and conversions; see Read the results.

Hand over to a developer when the goal is a custom event that never appears in Activity → Analytics events.

Numbers look wrong

The environment in the project switcher. Test purchases show only under Test.
The range, granularity and filters, and your time zone: days split at midnight where you are.
Revenue includes tax and store commission; compare Proceeds with your store. See Check a number against App Store Connect.
Analytics → Data health: rejected events, late store notifications, or payers without events.
Settings → Payment providers: each store you sell through shows Enabled, and its server notifications are set up. See Payment providers.

Hand over to a developer when revenue is missing altogether, or Check your data says to.

Someone paid but has no access

Find the person in People and work through Why someone has or lacks access: the right account and environment, an active purchase, a product that grants the perk, and a linked store product. Hand over to a developer when the purchase isn't on any profile at all.

A push notification didn't arrive

Activity → Sent notifications: the send's status. no recipients means the person has no registered device for an enabled service.
Settings → Notifications: the service for their platform (Apple or Firebase) is Enabled.
The automation's Runs tab: the run reached Send push notification and didn't fail.

succeeded only means Apple or Google accepted it. Hand over to a developer when every send fails, or people never get a registered device. See Push notifications.

An automation didn't send

The automation is Active, and Who can enter again or a Leave the flow on event didn't keep the person out.
The Runs tab shows the person's run and status. Retry continues a Failed run.
Automations react to production data only, and not to events more than 24 hours old. See Automations.

An invitation didn't arrive

Settings → Team → Members → Pending invitations (admins and the owner): the address is right and the invitation is under 7 days old. Ask the person to check spam.
Invite again and send the link Studio shows yourself; this replaces the old link.
Invitation not found: the link was replaced or revoked, or its sender can no longer invite.
The team may have reached its invitation limit, or, with SSO, the person can't sign in through your identity provider. See Members and roles.

Meta won't connect

The token has the ads_read permission and the ad account with View performance. Each Check token message is explained under Connect Meta Ads.
You're an admin or the owner in Voidhash.
Settings → Ad platforms → Meta → Ad accounts: Health says what's wrong. Token expired · reconnect needs a new token and Reconnect.
Spend without people means the ads' links lack URL parameters.

An alert didn't fire

Check on Analytics → Alerts:

The status. Not enough volume and Not enough history stay silent on purpose. A Firing alert doesn't notify again until it clears.
The event name matches what the app records, letter for letter.
Alerts run hourly on production data only, and notify admins and the owner only. See Alerts.

Get help from us

Discord: ask on Discord, on every plan, including for early-access features.
Email: on paid plans, write to support@voidhash.com, also for billing and early access. Grow aims to reply within one business day; Enterprise per contract.
Feedback: choose Feedback in the menu under your name to suggest an improvement.

Include your team, project and environment; the page and what you clicked; the exact message and a screenshot; and for a person or purchase, their ID or email and the time with your time zone. Never send passwords, API keys or tokens. Developers have their own troubleshooting guide (developer docs).

Next steps