Documentation

Troubleshooting

This page provides solutions to common issues you might encounter while using TipPanel. If you can't find a solution to your problem, please contact our support team.

Table of Contents
  1. Widget Issues
  2. Payment Issues
  3. Account Issues
  4. Integration Issues
  5. Common Error Messages
  6. Contacting Support

Widget Issues

Widget Not Loading

Symptoms
  • Widget doesn't appear on your website
  • Widget script is installed but nothing happens
  • Console errors related to the widget script
Solutions
  1. Check your embed code:
    • Verify that you've copied the entire embed code from your TipPanel dashboard
    • Make sure the embed code is placed just before the closing </body> tag in your website's HTML
    • Check that the widget ID in the embed code matches your campaign ID
  2. Check for JavaScript errors:
    • Open your browser's developer tools (F12 or right-click and select "Inspect")
    • Go to the Console tab and look for any errors related to the TipPanel widget
    • If you see errors like "Failed to load resource" or "Uncaught ReferenceError", it may indicate a problem with the widget script
  3. Check for content blockers:
    • Disable any ad blockers or content blockers in your browser
    • Some security plugins or browser extensions might block the widget script
  4. Verify your website's domain:
    • Make sure the domain where you're embedding the widget matches the domain you've configured in your TipPanel campaign settings
    • If you're testing on a local development environment, you may need to add "localhost" to your allowed domains
  5. Clear your browser cache:
    • Sometimes, cached scripts can cause issues with the widget loading
    • Clear your browser cache and reload the page
Note: If you're using a content management system (CMS) like WordPress, make sure you're adding the embed code in a way that allows JavaScript to execute. Some WYSIWYG editors might strip out script tags.

Widget Styling Problems

Symptoms
  • Widget appears but looks different from what you configured
  • Colors, fonts, or sizes don't match your settings
  • Widget layout is broken or elements are misaligned
Solutions
  1. Check your appearance settings:
    • Go to your TipPanel dashboard and review the appearance settings for your campaign
    • Make sure you've saved your changes after updating the appearance settings
    • Try previewing the widget in the dashboard to see if it matches what you expect
  2. Check for CSS conflicts:
    • Your website's CSS might be overriding the widget's styles
    • Use your browser's developer tools to inspect the widget elements and see if any styles are being overridden
    • You may need to add more specific CSS selectors to your widget's custom CSS to override your website's styles
  3. Test in different browsers:
    • Some styling issues might only appear in certain browsers
    • Test your widget in different browsers (Chrome, Firefox, Safari, Edge) to see if the issue is browser-specific
  4. Check for responsive design issues:
    • Resize your browser window to see if the widget responds correctly to different screen sizes
    • Test on mobile devices to ensure the widget is mobile-friendly
  5. Try custom CSS:
    • If you're experiencing specific styling issues, you can use the custom CSS option in the widget appearance settings to fix them
    • Use the browser's developer tools to identify the CSS selectors you need to target
Pro Tip: If you're comfortable with CSS, you can use the !important declaration to ensure your widget styles take precedence over your website's styles. However, use this sparingly as it can make your CSS harder to maintain.

Widget Conflicts with Website

Symptoms
  • Widget causes other elements on your website to behave incorrectly
  • Website functionality breaks when the widget is installed
  • JavaScript errors appear in the console after installing the widget
Solutions
  1. Check for JavaScript conflicts:
    • The widget script might conflict with other JavaScript libraries on your website
    • Look for errors in the browser console that might indicate conflicts
    • Try temporarily disabling other scripts on your website to identify the conflict
  2. Check for CSS conflicts:
    • The widget's CSS might affect other elements on your website
    • Use your browser's developer tools to inspect affected elements and identify conflicting styles
  3. Try different widget positions:
    • If the widget is conflicting with specific elements, try changing its position on the page
    • You can adjust the widget's position in the appearance settings
  4. Use the widget's isolation mode:
    • TipPanel widgets have an isolation mode that helps prevent conflicts with your website
    • Enable the "Isolate Widget Styles" option in the advanced appearance settings
  5. Update your website's libraries:
    • Outdated JavaScript libraries might conflict with the widget
    • Make sure your website's libraries are up to date
Important: If you're using multiple widgets or third-party scripts on your website, make sure they're not trying to use the same DOM elements or JavaScript variables, as this can cause conflicts.

Payment Issues

Payment Declined

Symptoms
  • Payment is declined when trying to upgrade your subscription
  • Error message indicating payment failure
  • Subscription doesn't activate after payment
Solutions
  1. Check your payment details:
    • Verify that your credit card information is correct (number, expiration date, CVV)
    • Make sure your billing address matches the address on file with your card issuer
    • Check that your card hasn't expired
  2. Check your card's available balance:
    • Ensure you have sufficient funds available on your card
    • Some banks might decline transactions if you're close to your credit limit
  3. Contact your bank:
    • Your bank might be blocking the transaction for security reasons
    • Call your bank's customer service to authorize the transaction
  4. Try a different payment method:
    • If possible, try using a different credit card or PayPal
    • Some cards might have restrictions on international or online transactions
  5. Check for temporary payment processor issues:
    • Sometimes payment processors experience temporary outages
    • Wait a few hours and try again
Note: TipPanel uses Stripe for secure payment processing. If you're experiencing persistent payment issues, you can contact Stripe support directly at support.stripe.com.

Missing Payment

Symptoms
  • Payment was charged but doesn't appear in your TipPanel account
  • Subscription status doesn't reflect your payment
  • Missing payment receipt or invoice
Solutions
  1. Check your billing history:
    • Go to your TipPanel dashboard and check the Billing History section
    • Look for any pending or processing payments
  2. Check your email:
    • Check your email inbox (including spam folder) for payment confirmation
    • TipPanel sends payment receipts to your registered email address
  3. Verify the payment on your bank statement:
    • Check your credit card or bank statement to confirm the payment was processed
    • Note the transaction date, amount, and merchant name
  4. Allow for processing time:
    • Some payments might take up to 24 hours to be fully processed
    • Check your account status again after 24 hours
  5. Contact support:
    • If you've confirmed the payment was processed but it's not reflected in your account, contact TipPanel support
    • Provide your transaction details (date, amount, last 4 digits of your card) to help them locate your payment
Important: If you see a charge on your statement but it's not reflected in your TipPanel account, don't submit another payment. Contact support first to avoid double charges.

Subscription Issues

Symptoms
  • Subscription doesn't renew automatically
  • Unexpected downgrade or cancellation of your subscription
  • Incorrect billing amount or frequency
Solutions
  1. Check your subscription status:
    • Go to your TipPanel dashboard and check the Subscription section
    • Verify your current plan, renewal date, and payment method
  2. Check your payment method:
    • Ensure your default payment method is valid and up to date
    • Check if your credit card has expired or been replaced
  3. Check for failed renewal attempts:
    • Look for any failed payment notifications in your email
    • Check your billing history for failed payment attempts
  4. Verify your billing cycle:
    • Check if you're on a monthly or annual billing cycle
    • Confirm the renewal date matches your expectations
  5. Update your payment method:
    • If your payment method is outdated, add a new one and set it as default
    • Remove any expired or invalid payment methods
Note: If your subscription was canceled due to failed payments, you can reactivate it by going to the Subscription page and selecting a plan. Your previous settings and data will be restored.

Account Issues

Login Problems

Symptoms
  • Unable to log in to your TipPanel account
  • "Incorrect email or password" error message
  • Login page refreshes without logging you in
Solutions
  1. Check your credentials:
    • Verify that you're using the correct email address and password
    • Check for typos or extra spaces in your email or password
    • Make sure your caps lock key is not enabled
  2. Reset your password:
    • Click the "Forgot Password" link on the login page
    • Follow the instructions sent to your email to reset your password
    • Choose a new, secure password that you haven't used before
  3. Check your browser:
    • Clear your browser cache and cookies
    • Try using a different browser
    • Disable any browser extensions that might interfere with the login process
  4. Check for account issues:
    • Your account might be suspended due to payment issues or terms of service violations
    • Check your email for any notifications about your account status
  5. Try incognito mode:
    • Open an incognito or private browsing window and try logging in
    • This can help identify if the issue is related to your browser settings or extensions
Important: If you've tried all these solutions and still can't log in, contact TipPanel support. Do not create a new account, as this might cause issues with your existing data and subscriptions.

Password Reset

Symptoms
  • Password reset email doesn't arrive
  • Password reset link doesn't work
  • Unable to set a new password
Solutions
  1. Check your spam folder:
    • Password reset emails might be filtered into your spam or junk folder
    • Add noreply@tippanel.com to your contacts to prevent future emails from being marked as spam
  2. Verify your email address:
    • Make sure you're requesting a password reset for the correct email address
    • Check for typos in your email address
  3. Wait a few minutes:
    • Password reset emails might take a few minutes to arrive
    • If you don't receive the email within 15 minutes, try requesting another one
  4. Check the reset link expiration:
    • Password reset links typically expire after 24 hours
    • If your link has expired, request a new one
  5. Try a different browser:
    • If the password reset page isn't working correctly, try using a different browser
    • Clear your browser cache and cookies before trying again
Note: For security reasons, TipPanel will not confirm whether an email address is registered in our system when you request a password reset. If you don't receive a reset email, it might be because the email address is not associated with an account.

Account Access

Symptoms
  • Unable to access certain features or pages in your account
  • "Access Denied" or "Permission Required" error messages
  • Missing campaigns or data in your account
Solutions
  1. Check your subscription status:
    • Some features are only available on certain subscription plans
    • Verify that your subscription is active and not expired
    • Check if you need to upgrade your plan to access certain features
  2. Check your account role:
    • If you're using a team account, your role might have limited permissions
    • Contact your account administrator to request additional permissions if needed
  3. Check for account restrictions:
    • Your account might have restrictions due to terms of service violations
    • Check your email for any notifications about account restrictions
  4. Verify you're logged into the correct account:
    • If you have multiple TipPanel accounts, make sure you're logged into the correct one
    • Check the email address displayed in your account profile
  5. Try logging out and back in:
    • Sometimes, session issues can cause access problems
    • Log out of your account, close your browser, and log back in
Important: If you believe your account has been compromised or someone else has gained access to it, change your password immediately and contact TipPanel support.

Integration Issues

Email Integration Problems

Symptoms
  • Unable to connect to your email marketing service
  • Contacts are not being added to your email list
  • Error messages when testing the integration
Solutions
  1. Check your API key or credentials:
    • Verify that you're using the correct API key or credentials for your email marketing service
    • Make sure the API key has the necessary permissions to add contacts to your list
    • Try regenerating your API key if you suspect it might be compromised or expired
  2. Check your email list settings:
    • Make sure you've selected the correct email list in your integration settings
    • Verify that the list exists and is active in your email marketing service
    • Check if the list has any specific requirements for new subscribers
  3. Check for field mapping issues:
    • Ensure that the fields in your TipPanel form are correctly mapped to fields in your email marketing service
    • Some email services require specific fields (like email) to be mapped correctly
  4. Check for API limits:
    • Some email marketing services have API rate limits
    • If you're sending a large number of contacts at once, you might hit these limits
  5. Test with a single contact:
    • Try testing the integration with a single contact to isolate the issue
    • Check if the contact appears in your email marketing service
Note: Different email marketing services have different API requirements and limitations. Check the documentation for your specific service for more information.

Automation Integration Problems

Symptoms
  • Automation workflows aren't being triggered
  • Data isn't being sent to your automation platform
  • Error messages when testing the integration
Solutions
  1. Check your webhook URL:
    • Verify that the webhook URL in your TipPanel integration settings is correct
    • Make sure the URL is accessible and not behind a firewall
    • Check if the webhook requires authentication
  2. Check your automation platform:
    • Ensure that your automation platform is set up to receive webhooks from TipPanel
    • Check if the webhook trigger is active in your automation workflow
    • Verify that your automation platform account is active and in good standing
  3. Check the data format:
    • Make sure the data format you're sending matches what your automation platform expects
    • Some platforms require specific field names or data types
  4. Test with sample data:
    • Use the "Test Integration" feature in TipPanel to send sample data to your automation platform
    • Check if the sample data appears in your automation platform
  5. Check for webhook limits:
    • Some automation platforms have limits on the number of webhooks they can receive
    • If you're sending a large number of webhooks, you might hit these limits
Pro Tip: Many automation platforms provide webhook testing tools that can help you debug integration issues. Check your platform's documentation for more information.

API Issues

Symptoms
  • Unable to connect to the TipPanel API
  • API requests return errors
  • Data isn't being sent or received correctly through the API
Solutions
  1. Check your API key:
    • Verify that you're using a valid API key
    • Make sure the API key has the necessary permissions for the actions you're trying to perform
    • Try regenerating your API key if you suspect it might be compromised
  2. Check your API endpoint:
    • Ensure that you're using the correct API endpoint URL
    • Verify that you're using the correct API version
  3. Check your request format:
    • Make sure your API requests are properly formatted
    • Verify that you're sending the required parameters
    • Check if you're using the correct HTTP method (GET, POST, PUT, DELETE)
  4. Check for rate limiting:
    • The TipPanel API has rate limits to prevent abuse
    • If you're making too many requests in a short period, you might be rate-limited
    • Implement exponential backoff in your API client to handle rate limiting
  5. Check the API documentation:
    • Refer to the TipPanel API documentation for detailed information on endpoints and parameters
    • Make sure you're following the recommended best practices
Important: Never share your API key publicly or include it in client-side code. Always store it securely on your server.

Common Error Messages

Widget Error Messages
Error Message Possible Cause Solution
"Widget not found" The widget ID in your embed code is incorrect or the widget has been deleted. Verify your widget ID and make sure the widget exists in your TipPanel dashboard.
"Domain not allowed" The domain where you're embedding the widget is not in your allowed domains list. Add the domain to your allowed domains list in your campaign settings.
"Failed to load widget resources" The widget's JavaScript or CSS files couldn't be loaded. Check your internet connection and make sure your browser can access TipPanel's servers.
"Widget initialization failed" There was an error during the widget's initialization process. Check the browser console for more specific error messages and contact support if needed.
"Payment processing error" There was an error processing a payment through the widget. Check your payment gateway settings and make sure your payment processor is working correctly.
API Error Messages
Error Code Message Solution
401 "Unauthorized: Invalid API key" Check your API key and make sure it's valid and active.
403 "Forbidden: Insufficient permissions" Your API key doesn't have the necessary permissions for this action. Check your API key's scope.
404 "Not Found: Resource doesn't exist" The resource you're trying to access doesn't exist. Check your resource ID.
429 "Too Many Requests: Rate limit exceeded" You've exceeded the API rate limit. Slow down your requests and implement exponential backoff.
500 "Internal Server Error" There was an error on the TipPanel server. Try again later or contact support if the issue persists.
Note: If you encounter an error message not listed here, check the TipPanel documentation or contact support for assistance.

Contacting Support

If you've tried the troubleshooting steps above and still can't resolve your issue, our support team is here to help.

Support Channels
Email Support

Send us an email at support@tippanel.com

Response time: 24-48 hours

Live Chat

Chat with our support team directly from your TipPanel dashboard

Available Monday-Friday, 9am-5pm EST

Community Forum

Get help from other TipPanel users in our community forum

Available 24/7

Information to Include

When contacting support, please include the following information to help us resolve your issue more quickly:

  • Your TipPanel account email address
  • A detailed description of the issue you're experiencing
  • Steps to reproduce the issue
  • Any error messages you're seeing
  • Screenshots or screen recordings of the issue (if applicable)
  • Your browser and operating system information
  • Any troubleshooting steps you've already tried
Pro Tip: Premium and Lifetime plan subscribers have access to priority support with faster response times. If you need faster support, consider upgrading your plan.
Subscription Next: FAQ