Common problems and fixes

Start with the problem that matches what you see. Most have a quick fix.

My changes don’t show up #

• Did you publish? Edits save as you go, but visitors only see them after 🚀 Publish. If the page card says Unpublished edits, publish. See Publish your changes.
• Give it a minute. The live page updates within about a minute of publishing.
• Refresh. Pull down to refresh on a phone, or press Ctrl/⌘ + Shift + R on a computer.
• Is it a special time? If the page has special times, the block may be hidden right now. Use the 🕒 menu above the preview to see what’s live.
• Right page? Check the tag or QR code opens the page you edited. Each page has its own install code.

The page is blank on my website #

1. Check the page is published: its card should say Live or Unpublished edits, not Not published.
2. Check the install code is pasted in full, both lines, in a Code block set to HTML, and that the website page is saved and public. See Put your page on your website.
3. Look at the page while signed out of your website, or in a private window. Some website editors don’t run code while you’re editing.
4. On Squarespace, code only runs on some plans. See the note about plans.

“This page could not load” #

The page was unpublished or deleted, or the phone lost its connection. Publish the page again, then refresh. If it’s only one phone, check its internet connection.

A pop-up is blank #

The website you’re showing refuses to appear inside another page. Set up a pop-up worker and tick that site. See Fix blank pop-ups. If you’d rather not, change the button to Open a link with “Open in a new tab”.

A list of groups or events won’t load #

• For an RSS feed block, check the address opens your list in a browser and isn’t password-protected. See If the list doesn’t load.
• For an Upcoming events block, check the address ends in ?format=json and the page has future events. See Upcoming events.
• New items on your website can take about five minutes to appear.

Connect card answers aren’t arriving #

• Answers only arrive from a page published from the portal, so make sure you’ve published since adding the form.
• Test it yourself on your phone from the live page, then check the page card for 📥 connect card answers.
• If you sent lots of test answers quickly, wait ten minutes: each phone can only send a handful at a time.
• If you’re Stats only, you can’t see answers. Ask an owner.

“Someone else saved this page after you opened it” #

Two people edited the same page at once. OK keeps your version and replaces theirs; Cancel loads theirs and drops your changes since you opened it. Talk to each other first if you’re not sure. See If two people edit at once.

“Not saved” or “Signed out” in the editor #

• Signed out: sign in again in another tab, then come back and keep editing. Your changes in this tab are still there and will save.
• Not saved: usually a dropped connection. Check your internet and press Ctrl/⌘ + S to try again.
• Too big to save: the page has a lot of uploaded photos or video. Use smaller files, or link to photos instead. See Photos and video.

The wrong thing went live #

Undo your changes, or open an earlier version from 🕘 History, then publish again. To take the page down while you fix it, use ••• → Unpublish.

A tag or QR code opens the wrong page #

Scan or tap it and look at the address it opens. Reprogram the tag, or reprint the QR code, with your page’s address. See Tap tags and QR codes.

I can’t sign in #

See If you can’t get in.

Still stuck? #

Contact whoever set DoorStep up for your church. It helps to send the page’s name, what you expected, what happened instead, and a screenshot from your phone.