Troubleshooting

Can’t find what you’re looking for or experiencing an issue? This guide covers common problems and their solutions. If you don’t find an answer here, contact support for additional help.

Getting Started Issues

Can’t Create an Account

Problem: Sign-up form won’t submit or returns an error.

Solutions:

• ✅ Verify your email address is valid
• ✅ Check that passwords match in both fields
• ✅ Use a strong password (at least 8 characters)
• ✅ Try a different browser or clear your cache
• ✅ Check your internet connection

Didn’t Receive Confirmation Email

Problem: No confirmation email after signing up.

Solutions:

1. Check spam/junk folder - Confirmation emails sometimes end up there
2. Wait a few minutes - Email delivery can be delayed
3. Check email address - Verify you entered the correct address
4. Resend confirmation - Look for a “Resend” option on the login page
5. Whitelist sender - Add Stagecraft to your email contacts

Can’t Log In

Problem: Login form rejects your credentials.

Solutions:

• ✅ Verify email address is correct (check for typos)
• ✅ Ensure password is correct (remember it’s case-sensitive)
• ✅ Clear browser cookies and cache
• ✅ Try the password reset if you’re unsure
• ✅ Check if Caps Lock is on
• ✅ Try a different browser

Forgot Password

Problem: Can’t remember your password.

Solutions:

Festival Management Issues

Can’t Create Festival

Problem: Festival creation fails or button doesn’t work.

Solutions:

• ✅ Fill in the required festival name field
• ✅ Check that name isn’t excessively long (max 255 characters)
• ✅ Verify your subscription/trial is active
• ✅ Try refreshing the page
• ✅ Check browser console for errors
• ✅ Try a different browser

Festival Not Showing

Problem: Don’t see your festival after creating it.

Solutions:

• ✅ Refresh the page (Cmd/Ctrl + R)
• ✅ Log out and back in
• ✅ Check that festival creation actually completed
• ✅ Verify you’re logged in with the correct account
• ✅ Look in the Festivals section/link

Can’t Edit Festival Details

Problem: Unable to change festival name or description.

Current Limitation: Festival details can only be edited at the database level currently. A dedicated settings page for editing festival details is planned for a future update.

Workaround: Contact support if you need to update your festival name or description.

Event Issues

Can’t Create Event

Problem: Event creation fails or form won’t submit.

Solutions:

• ✅ Verify you have Editor or Admin role (Viewers can’t create)
• ✅ Fill in all required fields (start date, end date, timezone)
• ✅ Ensure end date is same as or after start date
• ✅ Select a valid timezone from the dropdown
• ✅ Check subscription is active
• ✅ Try refreshing and trying again

Event Not Showing

Problem: Created event doesn’t appear in list.

Solutions:

• ✅ Refresh the page
• ✅ Check the Events page directly (not just dashboard)
• ✅ Verify creation completed successfully
• ✅ Look for error messages that may have appeared

Wrong Event Is Active

Problem: Working on the wrong event by accident.

Solution:

Can’t Delete Event

Problem: Event deletion fails or button is disabled.

Check:

• ✅ Verify you have Admin or Editor role
• ✅ Make sure you really want to delete (this is permanent)
• ✅ Event may have dependencies that need to be removed first
• ✅ Try refreshing the page

Artist Issues

Can’t Add Artists

Problem: Unable to create new artists.

Solutions:

• ✅ Verify you have Editor or Admin role (Viewers can’t add)
• ✅ Fill in the required “Name” field
• ✅ Check subscription is active
• ✅ Try a simpler name first (remove special characters)
• ✅ Refresh page and try again

Artist Image Not Showing

Problem: Hero image URL provided but image doesn’t display.

Solutions:

• ✅ Verify URL is correct and complete (including https://)
• ✅ Test URL in browser to ensure it loads
• ✅ Check if image host allows embedding
• ✅ Try a different image hosting service
• ✅ Use a direct image link (not a webpage containing an image)
• ✅ Ensure image is publicly accessible (no login required)

Example of correct URL:

https://example.com/artist-photo.jpg

Not a valid image URL:

example.com/photos (missing https://)
facebook.com/artist (webpage, not direct image)

Social Links Not Clickable

Problem: Social media links don’t work when clicked.

Solutions:

• ✅ Include https:// at the start of URLs
• ✅ Copy complete URL from browser address bar
• ✅ Test the link separately in a browser
• ✅ Check for extra spaces or typos
• ✅ Ensure link goes to correct profile/page

Artist Not in Event

Problem: Artist exists but isn’t available in an event.

Solution: Artists must be explicitly added to each event. From the event’s page, use “Add Artist” to associate existing artists with that event.

Stage Issues

Can’t Create Stage

Problem: Stage creation fails.

Solutions:

• ✅ Verify you’re in an event (not festival-level view)
• ✅ Check you have Editor or Admin role
• ✅ Fill in the required “Name” field
• ✅ Ensure event exists and is accessible
• ✅ Try refreshing page

Stage Not Appearing in Program

Problem: Stage created but doesn’t show in program builder.

Solutions:

• ✅ Refresh the program page
• ✅ Verify stage was created successfully (check Stages list)
• ✅ Make sure you’re viewing the correct event
• ✅ Check that the stage hasn’t been deleted
• ✅ Try creating a test performance on that stage

Can’t Delete Stage

Problem: Unable to remove a stage.

Common Cause: Stage has scheduled performances.

Solution:

1. Remove or reschedule all performances on that stage
2. Then delete the stage
3. Alternatively, accept that deleting will remove those performances

Program Building Issues

Can’t Access Program Builder

Problem: Program page won’t load or shows error.

Solutions:

• ✅ Ensure event has stages created (required)
• ✅ Check that event exists and is active
• ✅ Confirm you have Editor or Admin role
• ✅ Try refreshing the page

Can’t Add Performance

Problem: Unable to schedule a performance.

Solutions:

• ✅ Check all required fields are filled (artist, stage, times)
• ✅ Ensure start time is before end time
• ✅ Verify times are within event dates
• ✅ Check for overlapping performances on same stage
• ✅ Make sure artist is added to the event

Drag and Drop Not Working

Problem: Can’t move performances by dragging.

Solutions:

• ✅ Use a modern browser (Chrome, Firefox, Safari, Edge)
• ✅ Update your browser to latest version
• ✅ Try disabling browser extensions
• ✅ Check you have edit permissions
• ✅ Try using the Edit dialog instead
• ✅ Refresh the page

Performance Not Saving

Problem: Changes to performances don’t save.

Solutions:

• ✅ Check internet connection
• ✅ Verify you clicked Save/Confirm
• ✅ Look for error messages
• ✅ Try editing via the dialog instead of drag/drop
• ✅ Refresh and try again
• ✅ Check if another user is editing

Times Appear Wrong

Problem: Performance times show incorrect values.

Check:

• ✅ Event timezone setting
• ✅ Your computer’s timezone
• ✅ AM vs PM when entering times
• ✅ 12-hour vs 24-hour time format

User Management Issues

Can’t Invite Users

Problem: Invitation form doesn’t work.

Solutions:

• ✅ Verify you have Admin role (only Admins can invite)
• ✅ Enter a valid email address
• ✅ Select a role from the dropdown
• ✅ Check subscription is active
• ✅ Try refreshing page

Invited User Didn’t Receive Email

Problem: Team member didn’t get invitation.

Solutions:

1. Verify email address is correct
2. Ask them to check spam folder
3. Cancel and resend invitation
4. Check if their email provider blocks automated emails
5. Contact support if problem persists

Can’t Remove User

Problem: Unable to remove a team member.

Check:

• ✅ Verify you have Admin role
• ✅ Make sure you’re not trying to remove yourself as the only Admin
• ✅ Refresh page and try again
• ✅ Check for error messages

Permission Denied Errors

Problem: User gets “Permission Denied” when trying to do something.

Solution: Check their role and what it allows:

• Viewers - Can only view, cannot edit anything
• Editors - Can manage content but not users or billing
• Admins - Can do everything

Upgrade their role if they need more permissions.

Subscription & Billing Issues

Can’t Add Payment Method

Problem: Payment form won’t accept card or save.

Solutions:

• ✅ Verify you have Admin role (only Admins manage billing)
• ✅ Enter complete, valid card information
• ✅ Check card hasn’t expired
• ✅ Verify billing address is correct
• ✅ Contact your bank if card is being declined
• ✅ Try a different card
• ✅ Use a different browser

Payment Failed

Problem: Credit card was declined.

Common Reasons:

• Insufficient funds
• Card expired
• Wrong billing address
• Card issuer blocking charge
• International transaction restrictions

Solution:

1. Contact your bank/card issuer
2. Update payment information
3. Try a different card
4. Check billing address matches card

Subscription Shows Wrong Status

Problem: Subscription status doesn’t look right.

Solutions:

• ✅ Refresh the page
• ✅ Log out and back in
• ✅ Check billing portal for actual status
• ✅ Review recent email confirmations
• ✅ Contact support with details

Trial Not Working

Problem: Trial features are limited or expired early.

Check:

• ✅ When the festival was created (trial starts then)
• ✅ Whether 14 days have passed
• ✅ Email for trial expiration notices
• ✅ Subscription page for exact status

API Issues

API Key Not Working

Problem: API key returns authentication errors.

Solutions:

• ✅ Verify key hasn’t been revoked (check API Keys page)
• ✅ Check key is in X-API-Key header (not URL or body)
• ✅ Ensure no typos in the key
• ✅ Confirm subscription is active
• ✅ Check you have an active event

API Returns No Data

Problem: API calls succeed but return empty results.

Check:

• ✅ Active event exists
• ✅ Event has artists/stages/performances
• ✅ Correct endpoint being called
• ✅ API key has access to the festival

Rate Limit Errors

Problem: API returns 429 “Too Many Requests” errors.

Solution: Reduce request frequency:

• Cache data locally in your app
• Only request updates every 5-15 minutes
• Don’t make continuous requests
• Implement exponential backoff

Current Limit: 60 requests per minute per API key

Performance & Browser Issues

Page Loading Slowly

Solutions:

• ✅ Check your internet connection
• ✅ Try a different browser
• ✅ Clear browser cache and cookies
• ✅ Disable browser extensions
• ✅ Close other tabs/applications
• ✅ Try a different device

Changes Not Appearing

Problem: Made changes but don’t see them.

Solutions:

• ✅ Refresh the page (Cmd/Ctrl + R)
• ✅ Do a hard refresh (Cmd/Ctrl + Shift + R)
• ✅ Clear browser cache
• ✅ Check if changes actually saved
• ✅ Verify you’re looking at the right event/page

Buttons Not Working

Problem: Clicking buttons doesn’t do anything.

Solutions:

• ✅ Try a different browser
• ✅ Disable browser extensions
• ✅ Check browser console for errors
• ✅ Ensure JavaScript is enabled
• ✅ Clear cache and cookies
• ✅ Try on a different device

Getting Additional Help

If you’ve tried these solutions and still have issues:

Before Contacting Support

Gather this information:

• Your festival name
• Email address associated with your account
• What you were trying to do
• What happened instead
• Any error messages (screenshot if possible)
• Browser and version you’re using
• When the problem started

Contact Support

Email: [support email - to be added]

Include in your message:

1. Clear description of the problem
2. Steps to reproduce the issue
3. Screenshots if relevant
4. Information listed above

Browser Requirements

Stagecraft works best with:

• Google Chrome (latest version)
• Mozilla Firefox (latest version)
• Safari (latest version)
• Microsoft Edge (latest version)

Not officially supported:

• Internet Explorer (any version)
• Very old browser versions
• Mobile browsers (works but not optimized)

Common Error Messages

”Permission Denied”

Meaning: Your user role doesn’t allow this action.

Solution: Ask an Admin to upgrade your role if you need access.

”Subscription Required”

Meaning: Your trial expired or subscription is inactive.

Solution: Add a payment method to reactivate your subscription.

”Event Not Found”

Meaning: Trying to access an event that doesn’t exist or was deleted.

Solution: Check the event ID/URL, or create a new event.

”Authentication Failed”

Meaning: Not logged in or session expired.

Solution: Log in again.

”Invalid API Key”

Meaning: API key is wrong, revoked, or formatted incorrectly.

Solution: Check API key is correct and active.

Tips for Avoiding Issues

Best Practices

✅ Use modern browsers - Keep your browser updated ✅ Save frequently - Don’t rely on auto-save alone ✅ Check before deleting - Deletions are permanent ✅ Verify events - Always know which event is active ✅ Communicate - Let team know before major changes ✅ Test first - Try changes on a test event if possible

Common Mistakes to Avoid

❌ Don’t work on the wrong event ❌ Don’t delete without backing up data ❌ Don’t share API keys publicly ❌ Don’t give everyone Admin access ❌ Don’t forget to save changes ❌ Don’t ignore subscription expiration warnings

Still Need Help?

Can’t find a solution here? We’re here to help!

1. Review the relevant documentation page for your task
2. Check this troubleshooting guide again
3. Contact support with detailed information
4. Include screenshots if possible

We typically respond within 24-48 hours during business days.