TroubleshootingReference
Troubleshooting index
This index lists every symptom the help centre has a fix for. Find the line that matches what you see and follow its link; each destination gives the cause and the fix.
Access and sign-in
| What you see | Most likely cause | Article |
|---|---|---|
| The login page rejects your email address or password | Wrong login page (HQ Admin vs Retail Admin), unregistered address, or an expired 24-hour invitation link | I can't sign in to the platform |
| An Access Denied page instead of the login page | Your IP address is not on the platform's allowed list, or your CDN blocked the request | I see an Access Denied error |
| A new HQ user never received their invitation email | The platform email address is not yet Verified, or AWS SES is still in sandbox mode | Add HQ Admin, Marketing and Helpdesk users |
| A store staff member cannot sign in to Retail Admin | Account not in the uploaded CSV, or the wrong first-time password | Sign in to the Retail Admin site (no SAML/SSO) |
Installation and set-up
| What you see | Most likely cause | Article |
|---|---|---|
| Verify Domain keeps failing | The CNAME records have not propagated or were entered against the wrong host | Step 3 — Set up DNS after installation |
| The certificate countdown reached zero before DNS was live | The 3-day AWS certificate expired; support has to reissue it | Step 3 — Set up DNS after installation |
| The CloudFormation stack or installer fails, or the platform does not load after installation | Stack parameters, AWS permissions or environment size | AWS deployment: testing and troubleshooting |
| Searching for a store when adding it returns nothing | No valid Google Maps API key under Platform Admin → Google Maps/Places | Adding a store finds nothing in Google Places |
| Retail Admin shows a page titled "The Unicorns have gone on Strike" | The page address is wrong; it is the platform's 404 page | Use the left navigation instead, for example Update your store's opening hours (Retail Admin) |
SMS and email
| What you see | Most likely cause | Article |
|---|---|---|
| Visitors do not receive SMS messages, or messages arrive from "UNVERIFIED" | AWS account still in SMS sandbox mode, or the SMS sender ID is not registered or is restricted | SMS messages are not sent or arrive as UNVERIFIED |
| SMS messages come from your brand name rather than the sender ID you expected | The default sender is ${BrandName} | Update the platform's SMS sender ID |
| A visitor did not get a specific queue or appointment message | That template is switched off under Shared Settings | SMS and email messages sent to visitors |
Displays and devices
| What you see | Most likely cause | Article |
|---|---|---|
| A display shows a red status dot, "Offline", or "This device is disconnected" | The device lost power or network | A display shows as offline |
| You want to know how long a display has been offline | — | View a display's status and time offline |
| Nobody was told a display went offline | No offline device notification is set up | Get notified when a display goes offline |
| A display shows the "Playback issues" icon, or a campaign is not playing on it | The campaign stopped playing; the Playback Audit shows when | Identify campaign playback issues on a display |
| You need the event history for a display (offline periods, orientation changes) | — | View a display's log history |
| Retail Admin shows "Seems like you are experiencing a Store Wide Internet issue. Contact Admin." | Every display in the store is offline at once, which points to the store's connection | A display shows as offline |
| A new device does not appear under Unassigned Devices | The device has not reached the registration screen, or digital signage is not enabled | Register a new display or device |
Mobile store sites and campaigns
| What you see | Most likely cause | Article |
|---|---|---|
| A mobile site menu item or campaign URL loads a blank page | The destination site's content security policy blocks embedding | My mobile site shows a blank page |
| The AI assistant does not write a brief from your description, or storyboard, creative or video generation fails | No integration or an invalid API key under Platform Admin → AI Models / Integrations, or no video model (Veo 3.1 or LTX 2.5) registered | Connect AI models and providers |
| A campaign shows "Not Running" or "Not Activated" | The campaign is not activated, or has no schedule that is currently live | Activate or deactivate a campaign |
Queueing and appointments
| What you see | Most likely cause | Article |
|---|---|---|
| Retail Admin shows "Lost Connection to Queueing Server!" | The tablet's connection to the queueing service dropped | Retail Admin shows 'Lost Connection to Queueing Server!' |
| A visitor is stuck in the queue from a previous day | Staff did not finish serving them | Remove a visitor from the queue |
Still stuck?
Email support@personalisationhub.com with your platform domain, the environment, what you selected, and what you saw — see How do I get support?.
Related
Last updated 3 November 2026
