> ## Documentation Index
> Fetch the complete documentation index at: https://docs.glowply.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Quick fixes for the most common Glowply issues — verification codes, logging in, past-due sites, payments that didn't credit, and site addresses.

Most issues have a simple fix. This page walks through the problems people run into most often and exactly what to do about each one. Find your situation below, follow the steps, and you'll usually be back on track in a minute or two.

<Note>
  If you've tried the steps here and you're still stuck, you're never on your own. [Contact support](/en/contact-support) by live chat, WhatsApp, or email and the team will help.
</Note>

## Find your issue

<CardGroup cols={2}>
  <Card title="Didn't get the code" icon="message-sms" href="#i-didnt-receive-my-verification-code">
    Your verification code hasn't arrived on WhatsApp or SMS.
  </Card>

  <Card title="Can't log in" icon="lock" href="#i-cant-log-in">
    Your email or password isn't working.
  </Card>

  <Card title="Site paused or past due" icon="triangle-exclamation" href="#my-site-shows-past-due-or-is-paused">
    Your subscription is past due and your site may be offline.
  </Card>

  <Card title="Payment didn't credit" icon="wallet" href="#i-paid-but-my-wallet-didnt-update">
    You topped up but your Wallet balance didn't change.
  </Card>
</CardGroup>

## I didn't receive my verification code

When you sign up, Glowply sends a **6-digit code** to confirm your phone number. It goes to **WhatsApp first**, and falls back to **SMS** if WhatsApp can't reach you. If it hasn't arrived, work through these checks in order.

<Steps>
  <Step title="Check WhatsApp, then your SMS inbox">
    Open **WhatsApp** first — the code is sent there before anything else. If it's not in WhatsApp, check your regular **text messages (SMS)**, where it lands as a fallback.
  </Step>

  <Step title="Confirm your phone number is correct">
    Glowply accepts **Egyptian phone numbers** only. Make sure you typed your number correctly, with no extra or missing digits — a single wrong digit sends the code somewhere else.
  </Step>

  <Step title="Check your connection">
    For the WhatsApp message, your phone needs internet. For the SMS fallback, you need mobile signal. If you have neither, the code can't get through.
  </Step>

  <Step title="Resend the code">
    Use the **resend** option to request a fresh code. Each code is valid for only a few minutes, so if the first one expired, a new one fixes that.
  </Step>
</Steps>

<Tip>
  Still nothing after a minute or two? Resend once more and watch WhatsApp closely — it usually arrives within moments. If your number was entered wrong, go back and correct it, then request the code again.
</Tip>

<Note>
  For the full sign-up and verification walkthrough, see [Sign up & phone verification](/en/account-verification).
</Note>

## I can't log in

You sign in with the **email** and **password** you set when you created your site. If you can't get in, the cause is almost always a forgotten or mistyped password.

<Steps>
  <Step title="Check your email and password carefully">
    Make sure **Caps Lock** is off and there are no extra spaces before or after what you type. Confirm you're using the **same email** you signed up with.
  </Step>

  <Step title="Reset your password">
    On the login page, choose the **forgot password** link. Enter your account email and submit — Glowply emails you a secure reset link.
  </Step>

  <Step title="Open the reset email">
    Check your inbox for the reset link. If you don't see it within a few minutes, look in your **spam or junk** folder. Open the email and select the link.
  </Step>

  <Step title="Set a new password and sign in">
    Choose a new password (at least **8 characters**), then log in with it.
  </Step>
</Steps>

<Warning>
  Your **email address can't be changed** from inside your account. If you've lost access to the email on your account, or you're not sure which email you used, [contact support](/en/contact-support) and the team can help you recover access.
</Warning>

<Note>
  For more on signing in and resetting your password, see [Logging in](/en/logging-in).
</Note>

## My site shows past due or is paused

Glowply renews your **Subscription** automatically from your **Wallet** balance. If the balance is too low when a renewal is due, the renewal can't go through — your subscription becomes **past due** and your site may be temporarily paused. The fix is to top up your Wallet.

<Steps>
  <Step title="Open your Wallet">
    In your **account portal**, go to **Wallet (المحفظة)**. Look at **needed for renewal** and your **current balance** — the difference is roughly what's missing.
  </Step>

  <Step title="Top up your Wallet">
    Choose a top-up bundle — **1, 3, 6, or 12 months** — and pay through the secure payment window. For the full steps, see [Wallet & top-ups](/en/account/wallet).
  </Step>

  <Step title="Wait for the renewal to retry">
    You don't need to press anything. Once your Wallet has enough credit, Glowply's next automatic retry completes the renewal, your status returns to **active**, and your site comes back.
  </Step>
</Steps>

<Tip>
  To avoid this in future, top up **before** the renewal date, or buy a longer bundle so several renewals are covered at once. Your **Wallet** and your portal **Dashboard** both show the next renewal date and warn you in advance.
</Tip>

<Note>
  For exactly how renewals and recovery work, see [Renewals & past due](/en/account/renewals-and-past-due).
</Note>

## I paid but my Wallet didn't update

After a successful top-up, your balance updates **once the payment is confirmed**. A short delay is normal — here's how to tell the difference between "still confirming" and a payment that didn't go through.

<Steps>
  <Step title="Give it a moment to confirm">
    A brief **pending** state right after paying is normal. Wait a short while and refresh the **Wallet** page — the credit appears as soon as the payment is confirmed.
  </Step>

  <Step title="Check your transaction history">
    On the Wallet page, look at **Transaction history**. A successful top-up shows as a **Wallet top-up (＋)** row with the amount and date. If you see it there, your balance has been credited.
  </Step>

  <Step title="If the payment was declined, try again">
    If the payment was **declined or cancelled**, nothing is charged and no credit is added. Start the top-up again and complete payment. Card payments use **3-D Secure**, so finish any verification step your bank shows.
  </Step>
</Steps>

<Warning>
  A declined or abandoned payment never deducts money — your balance simply stays the same. If you're certain a payment left your bank but your Wallet still hasn't updated after a while, [contact support](/en/contact-support) with the date and amount and we'll check it.
</Warning>

<Note>
  For how the payment window works, see [Payments](/en/account/payments). For reading your balance and history, see [Wallet & top-ups](/en/account/wallet).
</Note>

## More common questions

<AccordionGroup>
  <Accordion title="The site address I want is taken">
    Each address can belong to only one site. If the name you want isn't available, try a small variation — add your city, your product, or a number, like `nour-store` or `cairo-flowers`. Remember the rules: **lowercase English letters, numbers, and hyphens** only; **3 to 63 characters**; and no hyphen at the start or end.
  </Accordion>

  <Accordion title="I want to use my own custom domain">
    You can keep your `yourname.myglowply.com` address and map your own **custom domain** on top of it. Custom domains are set up for you rather than self-serve — [contact support](/en/contact-support) to request one. See [Site management](/en/account/site-management) for what to expect.
  </Accordion>

  <Accordion title="I need to change my email address">
    Your email is **read-only** inside your account — it's the address you log in with and where receipts are sent. To change it, [contact support](/en/contact-support) and the team will update it for you. See [Account settings](/en/account/account-settings).
  </Accordion>

  <Accordion title="I want to cancel or change my plan">
    Cancelling, upgrading, or switching plans isn't done from the portal. [Contact support](/en/contact-support) and we'll help. Note that simply not topping up will leave an unpaid renewal **past due** rather than cancelling your subscription — see [Renewals & past due](/en/account/renewals-and-past-due).
  </Accordion>

  <Accordion title="My site isn't loading">
    First check that your subscription isn't **past due** — open your portal **Dashboard** for a red alert, and top up your **Wallet** if needed (see above). Your site's address is always `yourname.myglowply.com`, and its security certificate (HTTPS) is handled automatically, so there's nothing to configure on your side. If your subscription is active and the site still won't load after a little while, [contact support](/en/contact-support) with your site address.
  </Accordion>

  <Accordion title="I can't find the button to open my site editor">
    You open your **site dashboard** from the **account portal**. Look for the **Glowply dashboard** button on your portal Dashboard or in **Site management** — it opens your editor and Store securely in a new tab. If a pop-up blocker stops the new tab, allow pop-ups for Glowply and try again.
  </Accordion>
</AccordionGroup>

## Still need help?

If your issue isn't here, or the steps didn't solve it, reach out — support is quick and friendly.

<CardGroup cols={2}>
  <Card title="Contact support" icon="headset" href="/en/contact-support">
    Live chat, WhatsApp, or email **[support@myglowply.com](mailto:support@myglowply.com)**. Have your site address ready.
  </Card>

  <Card title="Browse the FAQ" icon="circle-question" href="/en/faq">
    Quick answers to the questions customers ask most.
  </Card>
</CardGroup>

<Tip>
  When you message support, include your **site address** (`yourname.myglowply.com`) and, for payment questions, the **date and amount**. It helps us find your account and answer faster.
</Tip>