Troubleshooting
Common Issues

Common Issues

Quick solutions to the most frequently encountered problems in Keplur.

Login and Authentication Issues

Cannot Sign In

Problem: Unable to log in with correct credentials

Solutions:

  1. Check your email address: Ensure you're using the exact email used during registration
  2. Reset your password: Click "Forgot Password" on the login page
  3. Clear browser cache: Clear cookies and cached data for keplur.io
  4. Try incognito mode: Test login in a private browsing window
  5. Check for typos: Verify there are no extra spaces or characters

Still having issues?

  • Ensure your browser supports modern web standards
  • Disable browser extensions that might interfere
  • Try a different browser or device

Email Verification Problems

Problem: Verification email not received or link not working

Solutions:

  1. Check spam folder: Verification emails sometimes end up in spam
  2. Wait a few minutes: Email delivery can take up to 10 minutes
  3. Resend verification: Click "Resend verification email" on the login page
  4. Check email address: Ensure you entered the correct email during signup
  5. Try different email: Some email providers block automated emails

Verification link expired?

  • Request a new verification email
  • Complete the verification process within 24 hours
  • Contact support if you continue having issues

Renewal Management Issues

Renewals Not Appearing

Problem: Added renewals don't show up in the dashboard

Solutions:

  1. Check filters: Ensure no filters are hiding your renewals
  2. Verify status: Make sure the renewal isn't paused or archived
  3. Check date range: Confirm the renewal date is within your view range
  4. Refresh the page: Sometimes a simple refresh resolves display issues
  5. Clear browser cache: Cached data might be showing outdated information

Incorrect Renewal Dates

Problem: Renewal dates are wrong or not updating

Solutions:

  1. Double-check source: Verify the correct date from your service provider
  2. Consider time zones: Ensure you're using the correct time zone
  3. Update manually: Edit the renewal to correct the date
  4. Check billing cycle: Ensure the billing frequency is set correctly
  5. Account for processing time: Some services process renewals 1-2 days early

Missing Cost Information

Problem: Costs not displaying or calculating incorrectly

Solutions:

  1. Include all fees: Add taxes, processing fees, and other charges
  2. Check currency: Ensure the correct currency is selected
  3. Verify decimal places: Use proper decimal notation (e.g., 9.99, not 999)
  4. Update exchange rates: Currency conversions may need updating
  5. Re-enter the amount: Sometimes re-typing the cost resolves calculation issues

Notification and Reminder Issues

Not Receiving Reminders

Problem: Email reminders not arriving

Solutions:

  1. Check spam folder: Reminder emails might be filtered as spam
  2. Verify email address: Ensure your profile email is correct
  3. Check notification settings: Confirm reminders are enabled
  4. Whitelist sender: Add noreply@keplur.io to your email whitelist
  5. Test with different email: Try updating to a different email address

Too Many Notifications

Problem: Receiving excessive or duplicate notifications

Solutions:

  1. Adjust reminder settings: Reduce the number of reminders per renewal
  2. Check for duplicates: Remove duplicate renewal entries
  3. Update frequency: Change reminder timing to reduce volume
  4. Use digest mode: Switch to daily/weekly summary emails
  5. Customize by service: Set different reminder preferences for different renewals

Data and Synchronization Issues

Changes Not Saving

Problem: Edits to renewals don't persist

Solutions:

  1. Check internet connection: Ensure stable internet connectivity
  2. Complete all required fields: Make sure all mandatory fields are filled
  3. Wait for save confirmation: Look for the "Saved" indicator before navigating away
  4. Refresh and retry: Reload the page and try editing again
  5. Use different browser: Test with another browser to rule out browser issues

Data Missing After Update

Problem: Information disappears after making changes

Solutions:

  1. Check browser history: Use back button to recover unsaved changes
  2. Look in archived items: Data might have been accidentally archived
  3. Check filters: Ensure filters aren't hiding your data
  4. Contact support immediately: We can help recover recent changes
  5. Export data regularly: Prevent future loss with regular backups

Performance Issues

Slow Loading

Problem: Dashboard or pages load slowly

Solutions:

  1. Check internet speed: Test your connection speed
  2. Clear browser cache: Remove cached files that might be corrupted
  3. Close other tabs: Free up browser memory
  4. Disable extensions: Browser extensions can slow down page loading
  5. Try different browser: Test performance in another browser

App Freezing or Crashing

Problem: Application becomes unresponsive

Solutions:

  1. Refresh the page: Force reload with Ctrl+F5 (Cmd+Shift+R on Mac)
  2. Clear browser data: Remove all cached data for keplur.io
  3. Update browser: Ensure you're using the latest browser version
  4. Check system resources: Close other applications to free up memory
  5. Try incognito mode: Test in private browsing to rule out extensions

Mobile App Issues

Touch Interface Problems

Problem: Difficulty interacting with mobile interface

Solutions:

  1. Update browser: Ensure mobile browser is current
  2. Clear mobile cache: Clear browser data on mobile device
  3. Check screen orientation: Some features work better in landscape mode
  4. Zoom level: Adjust zoom to improve touch target size
  5. Try different mobile browser: Test with Chrome, Safari, or Firefox mobile

Offline Access Issues

Problem: Can't access data without internet

Solutions:

  1. Enable offline mode: Check that offline access is enabled in settings
  2. Load data while online: Visit pages while connected to cache data
  3. Clear app cache: Reset offline data and reload
  4. Check storage space: Ensure device has enough storage for offline data
  5. Update browser: Newer browsers have better offline support

Getting Additional Help

Before Contacting Support

  1. Try the solutions above: Most issues can be resolved with these steps
  2. Check system status: Visit status.keplur.io for service updates
  3. Search documentation: Use the search function to find specific help
  4. Check recent changes: Note if issues started after recent updates

When to Contact Support

Contact our support team if:

  • You've tried the suggested solutions without success
  • You're experiencing data loss or corruption
  • You need help with account recovery
  • You have billing or subscription questions
  • You encounter error messages not covered here

How to Contact Support

  1. In-app help: Use the help system within Keplur for fastest response
  2. Email support: Send detailed information to support@keplur.io
  3. Include details: Provide browser version, operating system, and steps to reproduce
  4. Screenshots: Include screenshots of error messages when possible

Response Times

  • Critical issues (data loss, security): Within 2 hours
  • High priority (login problems, payment issues): Within 4 hours
  • Standard issues (feature questions, minor bugs): Within 24 hours
  • General inquiries: Within 48 hours

Remember: The more specific information you provide, the faster we can help resolve your issue!

Account ManagementAccount Problems