Common Issues

Portal Setup Issues

Portal Creation Failed

Problem: Error when creating a new portal

Common Causes:

• Portal name already taken
• Invalid name format
• Network connectivity issues
• Account verification pending

Solutions:

1. Check portal name availability:

   • Try a different portal name
   • Use only letters, numbers, and hyphens
   • Must be 3-50 characters long

2. Verify account status:

   • Check email for verification link
   • Complete email verification process
   • Wait 5-10 minutes after verification

3. Clear browser cache:

   • Clear cookies and cache
   • Try incognito/private browsing mode
   • Disable browser extensions temporarily

Subdomain Not Working

Problem: Portal URL returns 404 or doesn't load

Solutions:

1. Check subdomain format:

   • Correct: https://portals.feedbacknexus.com/portal-name

2. DNS propagation delay:

   • Wait 15-30 minutes for DNS updates
   • Try accessing from different network/device
   • Use DNS checker tools online

3. Portal status:

   • Ensure portal is active (not suspended)
   • Check subscription status
   • Verify trial hasn't expired

Widget Integration Issues

Widget Not Loading

Problem: Widget doesn't appear on website

Diagnostic Steps:

1. Check browser console (F12 → Console):

   Look for errors like:
   - "Failed to load resource"
   - "CORS policy" errors
   - "FeedbackNexus is not defined"
   

2. Verify script loading:

   <!-- Check this loads successfully -->
   <script src="https://api.feedbacknexus.com/widget.min.js"></script>
   

3. Check container element: Make sure you have pasted the embed code correctly, it should include the default container element:

   <div id="feedback-widget"></div>
   

Common Solutions:

Incorrect portal name:

// Wrong
FeedbackNexus.init({
    portal: 'portals.feedbacknexus.com/portal-name', // Don't include domain
    container: '#feedback-widget'
});

// Correct
FeedbackNexus.init({
    portal: 'portal-name', // Just the subdomain
    container: '#feedback-widget'
});

Domain not allowed:

1. Go to Portal Settings → Widget Settings
2. Add your domain to "Allowed Domains"

Widget Styling Issues

Problem: Widget looks broken or conflicts with site styles

Solutions:

CSS conflicts:

/* Reset widget styles */
.fn-widget-container * {
    box-sizing: border-box !important;
}

/* Override conflicting styles */
.fn-widget-container {
    font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto !important;
    line-height: 1.5 !important;
}

Z-index issues:

.fn-widget-container {
    z-index: 9999 !important;
    position: relative !important;
}

Authentication Problems

Login Issues

Problem: Can't log into admin dashboard

Solutions:

Forgot password:

1. Click "Forgot Password" on login page
2. Check email (including spam folder)
3. Follow reset link within 1 hour
4. Create new strong password

Account locked:

1. Wait 15 minutes before trying again
2. Contact support if still locked
3. Verify you're using correct email

Email not verified:

1. Check email for verification link
2. Click "Resend verification" if needed
3. Check spam/junk folders

📧 Email Notification Issues

Not Receiving Emails

Problem: Users not getting notification emails

Diagnostic Steps:

1. Check spam/junk folders
2. Verify email addresses in user profiles
3. Check notification settings in portal

Solutions:

Email settings:

1. Go to Settings → Notification Settings
2. Verify email notifications are enabled
3. Check specific notification types
4. Test with "Send Test Email" button

Email deliverability:

1. Add [email protected] to contacts
2. Whitelist feedbacknexus.com domain
3. Check corporate email filters
4. Try personal email for testing

🤖 AI Features Not Working

Sentiment Analysis Issues

Problem: AI sentiment detection seems inaccurate

Solutions:

1. Data quality:
   • Ensure feedback has sufficient text
   • Check for non-English content

Duplicate Detection Problems

Problem: AI not detecting obvious duplicates or flagging false positives

Solutions:

1. Content quality:
   • Encourage detailed feedback descriptions
   • Use consistent terminology
   • Standardize category usage

Security Concerns

Spam Submissions

Problem: Receiving spam or inappropriate feedback

Solutions:

Enable moderation:

1. Go to Settings → Moderation
2. Enable "Moderate new feedback"
3. Set up moderation queue workflow
4. Train team on moderation guidelines

Getting Additional Help

Before Contacting Support

1. Check this knowledge base for solutions
2. Search existing documentation
3. Try basic troubleshooting steps:
   • Clear browser cache
   • Try different browser
   • Check internet connection
   • Restart application

When Contacting Support

Include this information:

• Portal name
• Browser and version
• Operating system
• Error messages (screenshots helpful)
• Steps to reproduce the issue
• When the issue started

Support Channels

• Email: [email protected]
• Response time: 24-48 hours within UK business hours