> For the complete documentation index, see [llms.txt](https://showreward.gitbook.io/showreward-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://showreward.gitbook.io/showreward-docs/troubleshooting.md). # Troubleshooting Start with the message shown on screen. Check your selected project, campaign, and role before retrying an action. ## I cannot enter my team's project * **Request sent:** the project manager must accept your request in **Closers → Access requests**. * **We are completing your access:** refresh after a short wait; approval is still being processed. * **Access suspended:** contact the project manager to review your membership. * Invitation not recognized: sign in with the exact email address that was invited. Ask the manager to check the invitation row and use **Resend** if needed. A closer does not have the same configuration menus as a project manager. **Projects** is a platform administrator screen. ## A GoHighLevel booking is missing 1. Open **Settings → Calendar integrations** and check the connected subaccount. 2. Check **Latest appointment received**. 3. Open the saved campaign's **Calls → GoHighLevel calendars** and confirm the right calendar is mapped to an active call type. 4. Resolve **Unapplied changes** or **Pending application** and apply the changes. 5. Make a new controlled test booking and check **Appointments** and **Leads**. If account selection is still registering, use **Check again** or **Refresh list** as shown. A connection conflict needs an administrator's review. **Uninstall and disconnect** stops synchronization, so use it only when you intend to remove the connection. ## The booking does not open the participant portal Check **Redirect to reward after booking** for that exact calendar. Save and apply it, then look for **Redirect active in GHL**. A saved campaign does not necessarily mean a calendar update succeeded. Read any warning and retry the calendar change after resolving it. For an individual participant, open their lead record and use **Copy claim link** on the correct campaign's reward card. Do not copy a different participant's link. ## The participant cannot claim yet Check the reward stage first: * **Awaiting call:** record the appointment result when it is known. * **Awaiting decision:** the responsible team member must decide whether to enable the claim. * **Awaiting lead:** the participant needs to submit the required details and terms acceptance. * **Awaiting review:** review identity, payout details, and risk signals. * A paused campaign or a rejected/not-applicable reward: read the portal's explanation and review the campaign or reward decision. Enabling a claim does not itself send an email or a transfer. Share the correct portal link through your team's normal communication process. ## A reward cannot be approved or marked paid Open the lead and inspect its checks. Complete required identity and payout verification, and investigate open or confirmed medium/high risk signals. Check that you have manager permissions and that the reward is approved before recording payment. Resolve the cause shown by the app; do not repeatedly submit the action. If a reward is marked **Paid** but the participant cannot find the transfer, compare the recorded reference with your external payment provider. ShowReward's paid status is a record entered by the team. ## Language, currency, or time looks wrong | Problem | Check | | ------------------------------------------------- | ------------------------------------------------------------------------------------------------------------- | | Dashboard is in the wrong language | **My profile → App language** and **Save changes**. | | Participant portal is in the wrong language | **Settings → Lead portal language**. | | Some campaign text stays in its original language | Translation availability and publication in **Portal copy**. Translated terms need review before publication. | | Currency cannot be changed | The project currency locks after the first reward is created. Contact your administrator. | | Appointment times differ between teammates | **My profile → Show dates and times in**, and the time-zone label in the appointment list. | ## A video or tracking check fails Preparation videos need a direct MP4 or compatible CDN/GoHighLevel video URL, a title, and a valid duration. YouTube and Vimeo links are unsupported. For participant introduction videos, try **Upload a video** if camera access is unavailable. For tracking, check the saved campaign, provider credentials, chosen milestone, and call-type filter. A credentials check does not prove the milestone was reached or that attribution succeeded. Test with a new participant and inspect the receiving provider's event view. ## Ask for help with a specific case If the documentation has not answered your question, email . See [Contact support](/showreward-docs/troubleshooting/contact-support.md) for what to include in your message. Participants should contact the team that invited them. Team members should contact their project manager or administrator. Include the screen name, project/campaign name, action attempted, approximate time and time zone, and exact error message. Share participant details only in your team's private support process; do not post claim links, credentials, identity documents, or bank details publicly. Before launching a new campaign, work through the [Launch checklist](/showreward-docs/troubleshooting/launch-checklist.md). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://showreward.gitbook.io/showreward-docs/troubleshooting.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.