Troubleshooting Guide

This guide covers common issues you might encounter while using GroupBuySEO and provides step-by-step solutions.

Account & Login Issues

Can't Log In / Forgot Password

Problem: Unable to access your account or forgot your password.

Solutions:

1. Reset Your Password:

   • Go to app.groupbuyseo.org/login
   • Click "Forgot Password"
   • Enter your email address
   • Check your inbox for password reset link (check spam folder)
   • Click the link and create a new password

2. Account Not Found:

   • Verify you're using the correct email address
   • Check if you registered with a different email
   • Contact support if you can't locate your account

3. Password Reset Email Not Received:

   • Check spam/junk folder
   • Wait 5-10 minutes (emails can be delayed)
   • Add noreply@groupbuyseo.org to your contacts
   • Try again or contact support

Email Verification Not Working

Problem: Didn't receive verification email or link expired.

Solutions:

1. Resend Verification Email:

   • Log in to your account
   • Click "Resend Verification Email" button
   • Check inbox and spam folder

2. Email in Spam:

   • Check spam/junk folder
   • Mark email as "Not Spam"
   • Add sender to contacts

3. Link Expired:

   • Verification links expire after 24 hours
   • Request a new verification email
   • Complete verification within 24 hours

Two-Factor Authentication (2FA) Issues

Problem: Lost access to 2FA device or codes not working.

Solutions:

1. Use Backup Codes:

   • Enter one of your saved backup codes
   • Each code works only once

2. Lost Backup Codes:

   • Contact support with proof of identity
   • Support can temporarily disable 2FA
   • Re-enable 2FA with new device

3. Codes Not Working:

   • Ensure device time is synced correctly
   • Try the next code generated
   • Check if using correct authentication app

Tool Access Issues

Tool Won't Activate

Problem: Unable to activate a specific tool.

Solutions:

1. Check Plan Limits:

   • Go to Settings → Subscription
   • Verify active tool count vs. plan limit
   • Deactivate unused tools or upgrade plan

2. Tool Temporarily Unavailable:

   • Check dashboard for maintenance notices
   • Try again in 30 minutes
   • Contact support if issue persists

3. Browser Cache:

   • Clear browser cache and cookies
   • Log out and log back in
   • Try different browser

Tool Credentials Not Working

Problem: Login credentials for a tool don't work.

Solutions:

1. Verify Credentials:

   • Go to My Tools → Click tool name
   • Copy credentials exactly (no extra spaces)
   • Check if credentials recently rotated

2. Regenerate Credentials:

   • Go to My Tools → Click tool
   • Click "Regenerate Credentials"
   • Use new credentials to log in

3. Tool-Specific Issues:

   • Some tools require browser cookies enabled
   • Disable browser extensions that block tracking
   • Try incognito/private browsing mode

4. Credentials Expired:

   • Some tools rotate credentials every 30 days
   • Generate new credentials from your dashboard

Tool Shows as "Inactive"

Problem: Tool shows as inactive even though you activated it.

Solutions:

1. Refresh Dashboard:

   • Click refresh button
   • Log out and log back in
   • Clear browser cache

2. Activation Pending:

   • Some tools take up to 24 hours for manual provisioning
   • Check email for activation confirmation
   • Wait and check back later

3. Plan Limit Reached:

   • Check if you've exceeded active tool limit
   • Deactivate other tools first
   • Consider upgrading plan

Payment & Billing Issues

Payment Failed

Problem: Credit card or payment was declined.

Solutions:

1. Verify Payment Details:

   • Check card number, expiry, and CVV
   • Ensure billing address matches card
   • Verify sufficient funds available

2. Try Different Payment Method:

   • Add alternative credit card
   • Use PayPal instead
   • Contact your bank (card may be blocked for online purchases)

3. Update Billing Information:

   • Go to Settings → Billing → Payment Methods
   • Update or add new payment method
   • Retry payment

4. Bank Declined Transaction:

   • Some banks block international transactions
   • Contact your bank to authorize
   • Try different payment method

Subscription Canceled Unexpectedly

Problem: Subscription was canceled without your action.

Solutions:

1. Check Payment Method:

   • Expired credit card
   • Insufficient funds
   • Update payment method and reactivate

2. Review Account Activity:

   • Settings → Billing → History
   • Look for cancellation record
   • Contact support if unauthorized

3. Reactivate Subscription:

   • Go to Settings → Subscription
   • Click "Reactivate" or "Subscribe Again"
   • Complete payment process

Wrong Amount Charged

Problem: Charged incorrect amount.

Solutions:

1. Check Billing History:

   • Settings → Billing → Invoices
   • Verify charge matches plan pricing
   • Look for prorated charges (if you upgraded/downgraded mid-cycle)

2. Currency Conversion:

   • Banks may add foreign transaction fees
   • Currency conversion rates vary daily
   • Check bank statement for breakdown

3. Contact Support:

   • If amount is genuinely incorrect
   • Provide invoice number and transaction details
   • Support will investigate and refund if needed

Dashboard & Performance Issues

Dashboard Loading Slowly

Problem: Dashboard takes long time to load or is unresponsive.

Solutions:

1. Clear Browser Cache:

   • Chrome: Ctrl/Cmd + Shift + Delete
   • Clear cache and cookies
   • Reload page

2. Check Internet Connection:

   • Test connection speed
   • Try different network
   • Disable VPN temporarily

3. Reduce Active Tools:

   • Deactivate rarely-used tools
   • Use compact dashboard view (Settings → Dashboard)

4. Try Different Browser:

   • Test on Chrome, Firefox, or Safari
   • Update browser to latest version
   • Disable browser extensions

Search Not Working

Problem: Tool search returns no results or incorrect results.

Solutions:

1. Check Search Terms:

   • Try simpler keywords
   • Remove special characters
   • Use tool category instead

2. Clear Search Filters:

   • Remove any active filters
   • Refresh page
   • Try again

3. Rebuild Search Index:

   • Log out and log back in
   • Wait 5 minutes for index to rebuild
   • Search again

Tool Card Images Not Loading

Problem: Tool logos or images not displaying.

Solutions:

1. Check Ad Blocker:

   • Disable ad blocker for groupbuyseo.org
   • Whitelist the domain
   • Refresh page

2. Browser Extensions:

   • Disable privacy/tracking protection extensions
   • Test in incognito mode
   • Re-enable extensions one by one

3. Network Issues:

   • CDN may be blocked
   • Try different network
   • Clear DNS cache

API Issues (Pro/Enterprise)

API Key Not Working

Problem: API requests return authentication errors.

Solutions:

1. Verify API Key:

   • Ensure key is copied correctly
   • No extra spaces or characters
   • Check if key was revoked

2. Check Authorization Header:

   Authorization: Bearer YOUR_API_KEY

   • Ensure "Bearer" prefix is included
   • Key should be in header, not URL

3. Regenerate API Key:

   • Settings → Developer → API Keys
   • Revoke old key
   • Generate new key
   • Update applications with new key

Rate Limit Exceeded

Problem: API returns 429 error (too many requests).

Solutions:

1. Check Rate Limits:

   • Pro: 1,000 requests/hour
   • Enterprise: 10,000 requests/hour

2. Implement Rate Limiting:

   • Add delays between requests
   • Use exponential backoff
   • Cache responses when possible

3. Upgrade Plan:

   • Contact sales for higher rate limits
   • Enterprise plans offer custom limits

Getting Additional Help

Contact Support

If these solutions don't resolve your issue:

1. Email Support:

   • support@groupbuyseo.org
   • Include account email and description
   • Response time: 24-48 hours (Basic), 12-24 hours (Pro), Priority (Enterprise)

2. Live Chat (Pro/Enterprise):

   • Click chat icon in dashboard
   • Available during business hours
   • Immediate assistance for urgent issues

3. Include This Information:

   • Your account email
   • Plan type (Basic/Pro/Enterprise)
   • Specific tool or feature affected
   • Steps you've already tried
   • Screenshots if applicable
   • Browser and operating system

Provide Useful Screenshots

When contacting support, include:

• Full browser window showing the error
• URL visible in address bar
• Browser console errors (F12 → Console tab)
• Any error messages displayed

Frequently Asked Questions

How long does tool activation take?

Most tools activate instantly. Some require manual provisioning and take up to 24 hours.

Why did my tool credentials stop working?

Some tools rotate credentials every 30 days for security. Regenerate credentials from your dashboard.

Can I get a refund if a tool doesn't work?

Yes, if you're within the 7-day money-back guarantee period for monthly plans. Contact support for assistance.

What if a tool is permanently unavailable?

We'll replace it with an equivalent alternative at no cost to you and notify you of the change.

How do I report a bug?

Email support@groupbuyseo.org with detailed description, steps to reproduce, and screenshots.

Next Steps

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Still need help? Don't hesitate to contact support at support@groupbuyseo.org. Our team is here to help you get the most out of GroupBuySEO.