44.1 Troubleshooting Approach

When something does not work as expected, first identify whether the issue is related to account access, permissions, plan capacity, asset configuration, publication status, public routing, or external services. The steps in this chapter focus on subscriber-level checks.

44.2 I Cannot Sign In

1. Confirm the email address is entered correctly.
2. Confirm the password is correct.
3. Use Forgot? to request a reset link if needed.
4. If the message says These credentials do not match our records., recheck the credentials.
5. If the message says This workspace is disabled. Please contact support., contact support because normal sign-in is intentionally blocked.

44.3 Google Sign-In Is Not Available

Google sign-in depends on platform configuration. If Google authentication is not configured, use email/password authentication or contact support. GitHub should not be expected as a supported login option in the current build; its route is only a future-provider placeholder.

44.4 I Did Not Receive an Email Verification Message

1. Confirm the email address on the account.
2. Use the verification resend action.
3. Check spam/junk folders.
4. Allow normal email-delivery time.
5. If repeated resends do not arrive, contact support.

44.5 A Sidebar Item Is Missing

Sidebar items are permission-aware. A missing QR Codes, Short Links, Bio Pages, Landing Pages, Analytics, or Settings item may indicate that the signed-in user does not have the required permission.

Ask the workspace Owner or authorized Admin to review your role and permissions.

44.6 I Have Permission but Cannot Create Another Asset

Check the current plan resource limit. Permissions and subscription capacity are separate. You can be authorized to create an asset while the workspace has no remaining capacity for that resource.

44.7 QR Code Will Not Save

1. Enter a QR name.
2. Complete the required content fields for the selected QR type.
3. Use a valid URL where the field requires a URL.
4. If using a password, enter at least 8 characters.
5. Ensure expiration is later than the start date.
6. If uploading media, use a supported format and remain within the validated size limit.
7. Review the validation messages shown by PROS.

44.8 QR Media Upload Is Rejected

The server accepts QR media file types JPG/JPEG, PNG, WebP, GIF, SVG, and PDF up to 10 MB. The individual builder control may describe a more specific intended file type for the selected content type. Use the file type appropriate to the QR content you selected.

44.9 Bulk QR Import Fails

1. Bulk import requires a paid plan in the current implementation.
2. Use a CSV file ending in .csv.
3. Keep the CSV file at or below 2 MB.
4. Use the expected columns: name, code, destination_url.
5. Ensure destination URLs are valid.
6. Confirm the import will not exceed the plan QR Code limit.

If no valid QR rows remain after parsing, PROS reports The CSV file does not contain any QR rows.

44.10 Short Link Will Not Save

1. Enter a valid Destination URL.
2. Check the custom alias format if one is entered.
3. Use a password of 8 to 100 characters if protection is enabled.
4. Ensure expiration is after the activation/start time.
5. Correct any invalid UTM or related fields identified by validation.

44.11 Public Short Link or QR Returns an Error

1. Confirm the asset is active.
2. Check whether a scheduled start time is still in the future.
3. Check whether the asset has expired.
4. Confirm it has not been deleted.
5. If password protected, enter the correct password.

44.12 Bio Page Will Not Publish

1. Enter a valid username.
2. Enter a display name.
3. Ensure the block collection is valid.
4. Use only letters, numbers, periods, underscores, and hyphens in the username.
5. Keep the username at or below 80 characters.
6. Keep supported Bio image uploads at or below 4 MB.

If the page is incomplete, save it as a draft and finish the required publication information later.

44.13 Landing Page Is Not Public

1. Confirm the page status is Published rather than Draft.
2. Confirm the public slug is correct.
3. Use the public /page/{slug} URL generated for the page.
4. If the page was just edited, reopen the public page and verify the saved status.

44.14 AI Draft Is Unavailable

1. Confirm the current plan includes AI utilities.
2. Select an available AI provider.
3. Enter a prompt.
4. If no AI provider is configured, build the page manually or contact support.

44.15 AI Draft Content Is Wrong

Edit the generated blocks manually. AI content is a draft, and subscribers are responsible for reviewing and validating it before publication. Regenerate only when useful; do not publish unverified claims, prices, facts, or links.

44.16 Analytics Shows Zero Activity

1. Confirm the correct date range.
2. Confirm the correct asset-type filter.
3. Test the public PROS route rather than only the underlying destination URL.
4. Confirm the asset is active or published.
5. Generate a test scan, click, or page view.
6. Refresh Analytics after the event has been processed.

44.17 Analytics Contains Unknown Country or Device

Unknown values can occur when the corresponding information cannot be determined from the event. The interaction can still be valid even if one analytics dimension is unavailable.

44.18 Custom Domain Remains Pending

1. Confirm the saved hostname.
2. Confirm the CNAME host.
3. Confirm the CNAME target.
4. Check for conflicting DNS records.
5. Allow DNS propagation.
6. Verify again after the DNS record is visible.

44.19 Payment Gateway Is Not Configured Yet

This message means the paid-plan checkout or swap workflow cannot find the required configured payment price/provider state. Do not repeatedly submit payment. Contact support or use the available plan options until payment configuration is available.

44.20 Billing Portal Is Not Available

The current source can display Billing portal will be available after Stripe checkout is configured. when the account does not yet have the required billing-provider customer relationship.

44.21 Frequently Asked Questions

Can I change a dynamic QR destination after printing?

Yes, supported dynamic QR behavior is specifically designed so the internal PROS scan link can stay fixed while the saved destination is updated.

Can I protect QR Codes and Short Links with passwords?

Yes. Both support optional password protection with a minimum validated password length of 8 characters.

Can I schedule QR Codes and Short Links?

Both source request models support start and expiration date/time values.

Can I create many QR Codes from a file?

Yes. Paid plans can use the CSV bulk-import workflow, subject to file requirements and the plan QR limit.

Can I create a QR Code from a Short Link?

Yes. The Short Link workflow can generate a matching QR Code.

Can Bio Pages and Landing Pages generate Short Links and QR Codes?

Yes. Both save workflows support matching Short Link and QR Code generation.

Can I use AI to build a Landing Page?

Yes, when AI utilities are included in the current plan and an AI provider is configured.

Can I export Analytics from the current Analytics page?

The backend contains a CSV export workflow, but the current standard Analytics page source does not expose a normal export button.

Why does another team member see fewer menu items than I do?

Navigation is permission-aware, so different roles can see different workspace areas.

Are the plan prices and limits in documentation permanent?

No. Live plan definitions can be changed through platform settings and workspace limit overrides. Use the current Plan & Billing screen as the authoritative source.

44.22 When to Contact Support

Contact support after completing the relevant subscriber checks when the issue involves a disabled workspace, unavailable configured provider, payment configuration, persistent custom-domain problem, unexpected server error, or behavior that cannot be corrected through the visible workspace controls.