Troubleshooting

Quick Diagnostic

1. Identify your issue category below
2. Try the suggested solutions
3. Check for specific error messages
4. Contact support if the issue persists

Website Integration Issues

Widget Doesn't Appear

• Verify the script URL is correct: src="https://holyqa.com/widget.js"
• Check that your church slug is correct in the embed code: data-church-slug="your-church-slug"
• Open browser console (F12) and check for JavaScript errors or loading failures
• Check if ad blockers are interfering with the widget script
• Ensure your website uses HTTPS (required for widget loading)
• Try clearing your browser cache and refreshing the page

Widget Appears But Doesn't Respond

• Check that you have uploaded and processed content
• Verify your account is active and within usage limits
• Test with a simple question about your church
• Check browser network tab for API errors

Origin Not Allowed Error

• Go to your dashboard's "Website Integration" tab
• Add your website URL to the "Allowed Website URLs" list (e.g., https://yourchurch.org)
• Include both www and non-www versions if needed
• For subdomains, use wildcard patterns like https://*.yourchurch.org
• Wait a few seconds for changes to save automatically

Styling Conflicts

• Check for CSS conflicts with your website theme
• Try adjusting widget position settings
• Use custom CSS to override conflicting styles
• Test on different devices and browsers

Content Upload & Processing Issues

Upload Failures

If content uploads are failing or not completing successfully:

• Verify file format is supported (see Content Management documentation)
• Check that you haven't reached your sermon library limit
• Ensure stable internet connection during upload
• Avoid duplicate file names
• For large video files, use YouTube integration instead of direct file upload

Processing Delays

Once processing begins, content should complete within 1 minute. Items may remain in "Pending" status while waiting in queue.

• Pending: Waiting in queue (may take a few minutes during high traffic)
• Processing: Active processing (should complete within 1 minute)
• Processed: Successfully completed and ready to use

If content remains in "Pending" for more than 5 minutes, try refreshing the page. If status doesn't change to "Processing" after refreshing, contact support.

YouTube Integration Problems

Issues with YouTube video or playlist uploads:

• Ensure YouTube videos are public or unlisted (not private)
• Verify the video has auto-generated captions available
• Check that the URL format is correct
• Ensure the video has clear audio for caption generation
• Try individual videos before adding entire playlists

AI Response Quality Issues

Inaccurate or Irrelevant Answers

If HolyQA is providing answers that don't match your church's teachings or are not relevant:

• Ensure you have sufficient high-quality content uploaded
• Verify content is relevant to the questions being asked
• Consider uploading more content on frequently asked topics
• Check that uploaded content has processed successfully

Missing or Incorrect Citations

If citations are not appearing or are pointing to the wrong content sources:

• Verify content has completed processing successfully
• Ensure YouTube videos are properly linked and accessible
• Contact support if citations consistently point to wrong content

Account & Billing Issues

Usage Limit Problems

• Sermon library capacity reached: Upgrade your plan, purchase a Sermon Boost add-on, or remove old content (capacity is cumulative, not monthly)
• Q&A credit limit exceeded: HolyQA continues working but overage charges may apply - consider upgrading
• Can't upload content: Check remaining sermon capacity in Billing & Usage tab
• Q&A paused or unavailable: Your plan may have ended - Q&A pauses at the end of your billing period. Your dashboard and data stay available for 6 months to resubscribe or export (see Account & Billing documentation)

Payment and Billing

• Payment failed: Update payment method through Stripe Customer Portal (accessible from Billing & Usage tab)
• Q&A not working: Check your subscription status - Q&A pauses at the end of your billing period, while your dashboard and data remain available for 6 months
• Billing questions: Review Account & Billing documentation or contact support

Dashboard Access

• Dashboard not loading: Check your internet connection and account status - your dashboard remains available for 6 months after your plan ends
• Features missing: Verify your subscription plan includes those features (see Account & Billing documentation)
• Authentication issues: Contact support for account access problems

Common Error Messages

Performance Issues

Slow Response Times

• Normal response times are under 5 seconds - check your internet connection if slower
• Try asking simpler, more specific questions
• Complex questions requiring extensive content search may take longer
• Contact support if consistently slow (>10 seconds) responses

Widget Loading Issues

• Open browser console (F12) and check for JavaScript errors or script loading failures
• Verify embed code uses correct script URL: /widget.js
• Check if ad blockers are preventing widget script from loading
• Test on different browsers and devices to isolate the issue
• Ensure your website uses HTTPS (required for widget functionality)

Getting Additional Help

Before Contacting Support

• Note the specific error message (if any)
• Document when the issue occurs
• Try the issue on different browsers/devices
• Check your account status and usage limits

What to Include in Support Requests

• Your church name and account email
• Detailed description of the issue
• Steps you've already tried
• Screenshots or error messages
• Browser and device information