Troubleshooting

You might see messages like “Could not load your page settings,” “Could not load your analytics,” or “Could not load templates.” These almost always mean brandID’s server didn’t respond in time, not that anything you built was lost.

• Refresh the page. Most of these are temporary blips.
• Check your internet connection, then try again.
• If a specific card or panel (like a billing card or a picker) is stuck on “Loading…” for more than a few seconds, refresh just that page rather than waiting indefinitely.
• If the message keeps coming back after a few tries, contact support so we can check on our end.

Tip: a “Could not load” message is different from an empty state like “No purchases yet.” An error message means something failed to fetch; an empty state just means there’s nothing there yet.

Account and password screens show specific messages depending on what went wrong. Here’s what each one means:

Most content blocks in the editor publish and unpublish themselves automatically based on whether they have enough content, rather than needing a manual switch. If a block seems “stuck” unpublished, it usually just needs a bit more filled in:

• Blog publishes once you have at least one post, and unpublishes itself if you delete your last one.
• Carousel publishes once you have at least two slides.
• Coupon publishes once the title and image (and discount, if required) are filled in, and won’t automatically unpublish after that.
• Banner stays published as long as its title text isn’t empty.
• Email Me only publishes once you complete its setup wizard by choosing “Save & Exit.”
• My Contact and Text Passage publish or unpublish automatically based purely on whether you’ve entered any content, no toggle needed.

If you’re confident everything is filled in and the block still won’t show, refresh the editor, check the block’s own Published/Draft indicator, and try re-saving.

A dimmed tile with a lock icon (on things like “Add link,” “New post,” “Add New” product/brand tiles, custom domain, or your logo) means that feature is gated by your current brandID plan, not broken.

• Clicking it still works, it just opens an upgrade prompt instead of the normal action.
• These limits are tied to your plan’s entitlements (how many blog posts, custom links, products, subscription plans, or tipping cards you can have, plus features like custom domain or removing branding).
• Visit brandid.app/pricing to see what each plan unlocks, or check current usage under Account → Billing.

Note: this “plan” is brandID’s own subscription to you as the creator, separate from a “Subscription” content block you might sell to your own fans. See the Plans & Billing article for that distinction.

Uploads across the editor (carousel slides, blog thumbnails, product images, featured icons, media files) show a progress spinner or percentage while they run, and the trigger button disables itself until the upload finishes. A few things to know:

• Large PDFs go through an extra step after uploading (“Uploading… NN%” then “Optimizing PDF…”) before they’re ready. Give it a moment to finish.
• If an upload seems capped or refuses larger files, your plan may limit upload size. Look for an upgrade banner near the uploader, upgrading raises the limit.
• If an upload never finishes, try a smaller file, a different file format, or a fresh browser tab, then upload again.
• Stay on the page until the upload completes. Closing the editor mid-upload can interrupt it.

Videos you upload go through a background conversion step (a “transcode”) before they’re playable on your page. You’ll see the status move through Queue → Processing → Finished, checked automatically every 10 seconds, so you don’t need to keep refreshing.

• If it’s sitting in Queue or Processing, that’s normal, just wait. Longer videos take longer.
• If the status shows Error, the file likely couldn’t be converted. Try re-uploading, ideally in a common format (like MP4) and a smaller file size.
• If it keeps erroring on the same file, try exporting it again from your camera or editing app and re-uploading, or contact support if the problem continues.

Each translation job moves through its own set of statuses, shown on the video’s card:

• Pending Submission (draft) and Pending Payment (awaiting payment) just need you to finish the wizard, resuming a payment-pending job reopens it right at the payment step.
• Verifying Payment and Preparing (loading & resizing) show a full-card spinner. This is expected and temporary.
• Translating shows per-language progress. If one language shows a red cross icon, it failed, hover it (or check the “Reason :” text) to see why.
• Completed means it’s done, use “See Videos” to view the results.

On the payment/subscription return pages (after checkout redirects you back), a “Confirming…” message is normal while we verify with the payment provider. If it says a payment “hasn’t been confirmed yet” or to “check back shortly,” it’s usually still processing behind the scenes, refresh in a minute or check Account → Billing. Every return page has a “Back to my videos” link if you’d rather not wait it out.

Each analytics card has its own empty state until real traffic comes in, this is expected for a new or quiet page, not a bug:

• KPI cards show an “Awaiting data” badge with sub-copy like “No visits yet” or “No clicks yet.”
• The activity chart says “No activity yet, views and clicks will chart here once people start visiting your page.”
• Countries, devices, top products, top brands, downloads, messages, contacts, giveaways, and subscribers each show their own “No … yet” message until there’s activity in that area.

If instead you see “Data unavailable, we couldn’t reach Google Analytics just now,” that’s a temporary connection issue between brandID and Google Analytics, not lost data. Your page keeps tracking visits in the background. Use the “Try again” button, or check back shortly.

Tip: share your page link to start generating traffic, stats typically begin appearing once visitors arrive.

Checkout failures show different messages depending on where things went wrong:

• Card payment failed: card and CVC fields are cleared and an error shows, usually the reason from your card issuer, or the fallback “Payment failed. Please check your card details.” Double-check your card number, expiry, and CVC, and try again.
• Coupon code problems: “This code has expired,” “Cart total too low for this code,” or “Invalid coupon code,” depending on the issue.
• Plan change failed: “Could not change plan. Please try again.”
• PayPal return issues: “Missing PayPal reference on return” (something went wrong with the redirect back from PayPal) or “Could not confirm this payment.”
• A checkout success screen that shows “Something went wrong” means the payment didn’t complete as expected, no charge should have gone through in that case, but it’s worth checking your payment method’s own transaction history to be sure before retrying.

If a charge did go through but brandID shows an error, don’t retry the payment again immediately, contact support with your payment date and amount so we can check it manually.

Your connected payment account can be in one of a few states in the Payments section:

• Connected/Enabled (green): everything’s working.
• Restricted (amber/red): your account started onboarding but hasn’t finished, or the payment provider needs more information from you. Follow the dashboard link shown on that card to finish setup directly with Stripe or PayPal.
• Not connected: you haven’t linked an account yet, use the “Connect” button to start.

If connecting fails outright, you’ll see “Unable to connect to Stripe/PayPal. Please try again,” or “Could not check the account status. Please try again.” Wait a moment and retry. If you’re returning from a Stripe or PayPal onboarding flow and it says your session expired or onboarding was canceled, just start the connect process again from the Payments page.

If verification fails, you’ll see either a specific message from the system or the fallback “We couldn’t verify this domain. Please check your DNS settings and try again.” This almost always means the DNS records at your domain registrar don’t match what brandID expects yet, or haven’t finished propagating.

• Double-check the DNS records you added against what brandID’s settings page shows you.
• DNS changes can take anywhere from a few minutes to a few hours to take effect. Wait and try verifying again rather than repeatedly re-adding records.
• Custom domains require a plan with that entitlement unlocked, if the Verify button itself is dimmed with a lock icon, that’s a plan limit, not a DNS problem, see the “greyed out with a lock icon” item above.

The withdraw form on the Payouts tab only lets you submit once a few conditions are met:

• If you see “Add a PayPal payout method to withdraw,” you haven’t saved a payout method yet, the amount field stays disabled until you add one.
• The amount you enter has to be a valid number between the minimum withdrawal amount and your available balance, otherwise the submit button stays disabled.
• If “Earnings breakdown” says “No earnings to pay out yet,” there simply isn’t a balance to withdraw yet.
• If a payments table shows “Data unavailable,” that’s a temporary loading issue on our end (similar to the analytics connection message), wait a moment and refresh, no retry button is shown for this one so a manual refresh is the fastest fix.

Catalog and template pickers (used when adding products, brands, or email templates to a block) show one of a few states:

• Still loading: “Loading brands…,” “Loading products…,” “Loading templates…”
• Nothing matches your search: “No brands found” or “No products found,” with “Try adjusting your search or filters.”
• Nothing available yet: “No images available for this product,” “No scheduled emails yet,” or “No templates available.”
• Failed to load: “Could not load templates.” Refresh and try again.

If you’re building a scheduled email queue (for Billboard, Product, or Tip blocks) and can’t add another one, you’ve likely hit the limit of 5 scheduled emails per queue, shown as “You have reached your scheduled email limit.”

Your public page (brandid.app/yourname) can show a few full-screen states instead of your normal content:

• Not found: happens if a visitor lands on a tab, blog post, or product link that no longer exists, double-check the exact URL was shared correctly and that the post or product is still published.
• Blocked or unpublished: your page itself isn’t currently live. Check its Live/Offline status from your Dashboard.
• Sensitive content gate: an age/content interstitial visitors must click through if you’ve marked your page as containing sensitive content.

Note: brandID pages do not currently support password protection. If you’re looking for a way to restrict access, the “gated” screens above (blocked, unpublished, or sensitive) are the only lock-style states that exist today.

Your TikTok card in the editor shows its current connection state clearly:

• Not connected: “Connect your TikTok, we’ll pull in your handle, avatar, follower count and recent videos.”
• Needs reconnecting: “Reconnect your TikTok, this link isn’t connected to TikTok yet, or the connection expired. Connect again to show your profile and videos.” This usually means an expired authorization, reconnect to refresh it.
• Connected: shows your handle, stats, and a “Connected” pill.

If your TikTok embed fails to load on your public page, brandID automatically falls back to showing a plain button link instead of an error, so visitors can still reach your content even if the live embed can’t load.