Skip to main content

Common Issues

Solutions to frequently encountered problems.

Login Issues​

Cannot Log In​

Problem: Unable to log in despite correct credentials.

Solutions:

  1. Check your internet connection
  2. Clear browser cache and cookies
  3. Try incognito/private mode
  4. Reset your password
  5. Check if 2FA is enabled and you have the correct code

2FA Code Not Working​

Problem: The 6-digit code from your authenticator app is rejected.

Solutions:

  1. Check your device's time is synchronized
  2. Try the next code (codes change every 30 seconds)
  3. Use a backup code if available
  4. Re-sync your authenticator app

Account Locked​

Problem: Account is locked after multiple failed login attempts.

Solutions:

  1. Wait 15 minutes and try again
  2. Reset your password
  3. Contact support if the issue persists

QR Code Issues​

QR Code Not Generating​

Problem: QR code generation fails with an error.

Solutions:

  1. Check your subscription plan limits
  2. Verify all required fields are filled
  3. Check for invalid characters in content
  4. Ensure you have sufficient credits (if on credit plan)
  5. Check the error message for specific details

QR Code Not Scanning​

Problem: QR code cannot be scanned by phone cameras.

Solutions:

  1. Ensure the QR code is printed at adequate size (minimum 2x2 cm)
  2. Check for sufficient contrast (dark QR on light background)
  3. Ensure the QR code is not damaged or obscured
  4. Try a different QR scanner app
  5. Check if the QR code has expired

Verification Page Not Loading​

Problem: Scanning the QR code doesn't open the verification page.

Solutions:

  1. Check your internet connection
  2. Try opening the URL manually: https://govalid.org/v/{token}
  3. Clear browser cache
  4. Try a different browser
  5. Check if the QR code has been deleted

QR Code Shows Wrong Information​

Problem: The verification page displays incorrect data.

Solutions:

  1. Verify you scanned the correct QR code
  2. Check if the QR code was updated after creation
  3. Contact support if the issue persists

Payment Issues​

Payment Failed​

Problem: Payment is declined or fails.

Solutions:

  1. Verify your card details are correct
  2. Check with your bank for any blocks
  3. Try a different payment method
  4. Ensure sufficient funds
  5. Contact your bank if the issue persists

Subscription Not Updated​

Problem: After payment, subscription still shows old plan.

Solutions:

  1. Wait up to 5 minutes for processing
  2. Refresh the page
  3. Check your email for payment confirmation
  4. Contact support with your transaction ID

Duplicate Charge​

Problem: Charged multiple times for the same transaction.

Solutions:

  1. Check your transaction history
  2. Contact support with transaction IDs
  3. Duplicate charges will be refunded

API Issues​

401 Unauthorized​

Problem: API returns 401 error.

Solutions:

  1. Verify your API key is correct
  2. Check the Authorization header format
  3. Ensure the key hasn't expired
  4. Ensure the key hasn't been revoked

429 Rate Limit Exceeded​

Problem: API returns 429 error.

Solutions:

  1. Check the Retry-After header
  2. Wait before making more requests
  3. Consider upgrading your plan for higher limits
  4. Implement request queuing in your application

500 Internal Server Error​

Problem: API returns 500 error.

Solutions:

  1. Retry the request (may be temporary)
  2. Check the API status page
  3. Contact support if the issue persists
  4. Include the request ID in your support ticket

Integration Issues​

Office Add-in Not Loading​

Problem: GoValid add-in doesn't appear in Office.

Solutions:

  1. Check internet connection
  2. Clear Office cache
  3. Sign out and sign in again
  4. Reinstall the add-in
  5. Check Office version compatibility

OJS Plugin Errors​

Problem: OJS plugin generates errors.

Solutions:

  1. Verify API key is valid
  2. Check plugin is enabled
  3. Review OJS error logs
  4. Check PDF galley exists
  5. Verify PHP memory limits

Webhook Not Receiving Events​

Problem: Webhook endpoint is not receiving events.

Solutions:

  1. Verify URL is accessible and uses HTTPS
  2. Check server logs for incoming requests
  3. Verify event subscriptions are correct
  4. Check webhook is active
  5. Send a test event from the dashboard

Mobile App Issues​

App Crashes​

Problem: GoValid mobile app crashes.

Solutions:

  1. Update to the latest version
  2. Clear app cache
  3. Reinstall the app
  4. Check device storage space
  5. Contact support with device details

Push Notifications Not Working​

Problem: Not receiving push notifications.

Solutions:

  1. Check notification permissions in device settings
  2. Verify notifications are enabled in app settings
  3. Check internet connection
  4. Re-login to the app

Still Having Issues?​

If none of the above solutions work:

  1. Contact Support - Email our team
  2. Putri Chatbot - AI-powered help
  3. WhatsApp - Chat support
  4. FAQ - Comprehensive FAQ

When contacting support, please include:

  • Your account email
  • Steps to reproduce the issue
  • Error messages (screenshots if possible)
  • Browser/device information