Troubleshooting Guide

Quick solutions to common issues and problems you might encounter while using PreachPilot.

Login and Account Issues

Cannot Log In

Forgot Password

  1. Click "Forgot Password" on login page
  2. Enter your email address
  3. Check email for reset instructions
  4. Follow link to create new password
  5. Log in with new credentials

Account Locked or Suspended

  • Check email for account notifications
  • Verify subscription payment status
  • Contact support for account restoration
  • Ensure compliance with terms of service

Email Not Recognized

  • Verify correct email address spelling
  • Check if you have multiple accounts
  • Ensure account was successfully created
  • Try password reset with different email variations

Two-Factor Authentication Issues

Cannot Access Authentication App

  • Use backup codes provided during setup
  • Contact support for 2FA reset
  • Verify device time settings are correct
  • Try regenerating codes if available

Sermon Creation Problems

AI Features Not Working

AI Generation Fails

  • Verify you have PreachPilot or PreachPilot+ subscription
  • Check subscription payment status
  • Ensure all required fields are completed
  • Try simplifying topic descriptions
  • Contact support if issues persist

Poor AI Results

  • Be more specific in topic descriptions
  • Include additional context about your congregation
  • Try different wording or approaches
  • Use AI output as starting point for heavy customization

Editor Issues

Content Not Saving

  • Check internet connection stability
  • Refresh page and verify content appears
  • Clear browser cache and cookies
  • Try different browser or incognito mode
  • Contact support if auto-save consistently fails

Blocks Not Reordering

  • Ensure you're dragging from the handle icon (⋮⋮)
  • Check that you're not in text editing mode
  • Refresh page and try again
  • Use keyboard shortcuts if drag-and-drop fails

Formatting Problems

  • Use editor toolbar for consistent formatting
  • Avoid copying formatted text from other applications
  • Clear formatting and reapply using editor tools
  • Check browser compatibility with rich text editor

Performance Issues

Slow Loading

Page Load Times

  • Check internet connection speed
  • Clear browser cache and temporary files
  • Disable browser extensions temporarily
  • Try different browser or device
  • Check if issue occurs during peak usage times

Large Sermon Performance

  • Break very long sermons into smaller sections
  • Reduce number of blocks if excessive
  • Avoid extremely large text blocks
  • Consider archiving older unused content

Browser Compatibility

Supported Browsers

  • Chrome (recommended)
  • Firefox
  • Safari
  • Edge
  • Ensure browser is updated to latest version

JavaScript Issues

  • Enable JavaScript in browser settings
  • Disable ad blockers that might interfere
  • Clear browser cache and refresh
  • Try incognito/private browsing mode

Export and Sharing Problems

Export Failures

PDF Generation Issues

  • Verify you have paid subscription
  • Check browser popup blocker settings
  • Ensure sufficient device storage space
  • Try exporting smaller content sections
  • Use different browser if problems persist

Word Document Problems

  • Confirm subscription includes export features
  • Check file download permissions
  • Verify .docx file associations
  • Try opening in different word processor

Sharing Link Issues

Links Not Working

  • Verify link was copied completely
  • Test link in incognito/private browsing
  • Check that shared sermon has content
  • Generate new share link if needed
  • Ensure recipient has internet access

Pulpit Mode Sharing Problems

  • Confirm sermon is complete and saved
  • Test share link before distributing
  • Check that content displays properly
  • Verify theme settings work for recipients

Subscription and Billing Issues

Payment Problems

Credit Card Declined

  • Verify card information accuracy
  • Check card expiration date
  • Ensure sufficient account balance
  • Contact bank for international card issues
  • Try different payment method

Subscription Not Upgrading

  • Wait a few minutes for processing
  • Refresh browser and check subscription status
  • Clear browser cache and cookies
  • Contact support if upgrade doesn't process

Feature Access Issues

Premium Features Unavailable

  • Verify current subscription status
  • Check payment is current and processed
  • Log out and back in to refresh permissions
  • Contact support for access restoration

Technical Difficulties

Browser Issues

Cache and Cookie Problems

  1. Clear browser cache and cookies
  2. Disable browser extensions
  3. Try incognito/private browsing mode
  4. Restart browser completely
  5. Try different browser for comparison

Session Timeout Issues

  • Log out and back in to refresh session
  • Check browser cookie settings
  • Ensure cookies are enabled for PreachPilot
  • Clear authentication data and re-login

Mobile Device Issues

Mobile Browser Problems

  • Use desktop version for full functionality
  • Ensure mobile browser supports JavaScript
  • Check mobile data connection stability
  • Try switching between WiFi and cellular data

App-Like Behavior

  • Add PreachPilot to home screen for app-like experience
  • Enable notifications if prompted
  • Use landscape mode for better editing experience

Data and Content Issues

Missing Content

Sermons Not Appearing

  • Check if content was accidentally archived
  • Verify filter settings aren't hiding content
  • Search for content using different keywords
  • Check if content was deleted vs. archived

Series Organization Problems

  • Verify sermons are properly assigned to series
  • Check series order and numbering
  • Ensure series isn't archived or hidden
  • Refresh page to reload series data

Sync Issues

Changes Not Syncing

  • Check internet connection stability
  • Refresh browser to force sync
  • Clear browser cache if needed
  • Log out and back in if problems persist

Getting Additional Help

Self-Service Resources

Documentation

  • Search help articles for specific issues
  • Check FAQ section for common problems
  • Review feature guides for detailed instructions
  • Browse troubleshooting articles

Community Resources

  • User forums and discussions
  • Video tutorials and guides
  • Best practices documentation
  • Feature update announcements

Contacting Support

When to Contact Support

  • Technical issues persist after troubleshooting
  • Account access problems
  • Billing and subscription questions
  • Bug reports and feature requests

How to Contact Support

  • Email support with detailed problem description
  • Include browser and device information
  • Provide screenshots of error messages
  • Mention troubleshooting steps already tried

Support Response Times

  • Standard support: 24-48 hours
  • Priority support (PreachPilot+): 12-24 hours
  • Urgent issues escalated as needed
  • Check email for support responses

Preparing for Support Contact

Information to Include

  • Detailed description of the problem
  • Steps you were taking when issue occurred
  • Error messages or screenshots
  • Browser and operating system information
  • Account email address

Troubleshooting Steps to Try First

  • Clear browser cache and cookies
  • Try different browser or device
  • Check internet connection
  • Verify subscription status
  • Review relevant documentation

Preventing Common Issues

Best Practices

Regular Maintenance

  • Clear browser cache periodically
  • Keep browser updated to latest version
  • Maintain stable internet connection
  • Regularly backup important content

Content Management

  • Save work frequently (auto-save handles this)
  • Use descriptive titles and organization
  • Archive completed content regularly
  • Export important sermons as backup

Security Practices

  • Use strong, unique passwords
  • Enable two-factor authentication if available
  • Log out from shared or public computers
  • Keep account information confidential

Avoiding Problems

Browser Optimization

  • Keep browser updated
  • Manage browser extensions carefully
  • Maintain sufficient device storage
  • Close unnecessary tabs and applications

Network Considerations

  • Use reliable internet connection
  • Avoid public WiFi for sensitive work
  • Consider offline backup strategies
  • Test connectivity before important deadlines

Emergency Procedures

Service Outages

Planned Maintenance

  • Check announcements for scheduled downtime
  • Plan sermon work around maintenance windows
  • Export critical content before maintenance
  • Use offline tools if necessary

Unexpected Outages

  • Check status page for service updates
  • Try accessing from different device or network
  • Wait for service restoration
  • Contact support if outage is prolonged

Data Recovery

Accidental Deletion

  • Check archived content section
  • Search for content using different terms
  • Contact support for data recovery assistance
  • Review export backups if available

Account Issues

  • Document problem thoroughly
  • Contact support immediately
  • Provide as much detail as possible
  • Maintain records of account information

Next Steps

  • Review Best Practices and Workflow recommendations
  • Explore Advanced Features documentation
  • Check for Updates and New Features
  • Provide feedback for service improvements

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