# Troubleshooting index

> Find the fix for what you are seeing: every symptom-first article in the help centre, grouped by access, set-up, messaging, displays, mobile sites and queueing.

Reference · Troubleshooting · Last updated 3 November 2026

URL: https://personalisationhub.com/support-centre/troubleshooting/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](https://personalisationhub.com/support-centre/company-set-up-and-users/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](https://personalisationhub.com/support-centre/company-set-up-and-users/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](https://personalisationhub.com/support-centre/company-set-up-and-users/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)](https://personalisationhub.com/support-centre/company-set-up-and-users/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](https://personalisationhub.com/support-centre/platform-installation/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](https://personalisationhub.com/support-centre/platform-installation/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](https://personalisationhub.com/support-centre/platform-installation/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](https://personalisationhub.com/support-centre/troubleshooting/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)](https://personalisationhub.com/support-centre/stores-and-retail-data/update-your-stores-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](https://personalisationhub.com/support-centre/troubleshooting/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](https://personalisationhub.com/support-centre/queue-management/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](https://personalisationhub.com/support-centre/queue-management/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](https://personalisationhub.com/support-centre/) |
| You want to know how long a display has been offline | — | [View a display's status and time offline](https://personalisationhub.com/support-centre/digital-signage/view-a-displays-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](https://personalisationhub.com/support-centre/digital-signage/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](https://personalisationhub.com/support-centre/digital-signage/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](https://personalisationhub.com/support-centre/digital-signage/view-a-displays-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](https://personalisationhub.com/support-centre/) |
| 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](https://personalisationhub.com/support-centre/digital-signage/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](https://personalisationhub.com/support-centre/mobile-store-sites/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](https://personalisationhub.com/support-centre/personalisation-and-ai/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](https://personalisationhub.com/support-centre/launching-campaigns/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!'](https://personalisationhub.com/support-centre/queue-management/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](https://personalisationhub.com/support-centre/queue-management/remove-a-visitor-from-the-queue/) |

## Still stuck?

Email [support@personalisationhub.com](mailto:support@personalisationhub.com) with your platform domain, the environment, what you selected, and what you saw — see [How do I get support?](https://personalisationhub.com/support-centre/getting-started/how-do-i-get-support/).

## Related

- [How do I get support?](https://personalisationhub.com/support-centre/getting-started/how-do-i-get-support/)
- [AWS deployment: testing and troubleshooting](https://personalisationhub.com/support-centre/platform-installation/aws-deployment-testing-and-troubleshooting/)
- [Glossary](https://personalisationhub.com/support-centre/getting-started/glossary/)