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Troubleshooting

Hit a snag? Find the issue below and try the steps in order. If something here doesn't fix it, open a support ticket from your dashboard or email hello@moonfactory.dev — we'd rather hear from you sooner than later.

You typed your email, clicked Send sign-in link, and… nothing in your inbox.

Try this:

  1. Wait a minute — emails sometimes take 30-60 seconds to arrive.
  2. Check your spam or junk folder. The first email from us often lands there.
  3. Make sure you're checking the correct inbox — sign-in links only go to the email address we have on file for you.
  4. Check you typed your email address correctly (no typos, right domain).
  5. If you've just requested several links in a row, you may have hit our rate limit (3 sign-in requests per minute). Wait a minute and try again.

If the email still doesn't arrive after a few minutes, contact us — we can check our send logs and confirm whether it went out.

You clicked the link in your email and got a message about it being expired or used.

Why this happens:

  • Sign-in links expire after 15 minutes, so if you opened the email a while ago, the link will no longer work.
  • Each link only works once. If you (or your email previewer) already clicked it, a second click won't work.
  • Some email security scanners "click" links to check them safely, which can use up the link before you do.

Fix it: Go back to the sign-in page and request a fresh link. Open the new email straight away and click through promptly.

Session expired or "You've been logged out"

You're using the portal and suddenly you're back at the sign-in screen.

Why this happens:

  • Sessions last 30 days. If it's been longer than that since you last signed in on this browser, you'll need a new sign-in link.
  • Clearing your browser's cookies, history, or site data signs you out.
  • Using a private/incognito window means you'll be signed out as soon as you close that window.

Fix it: Sign back in. Avoid clearing site data for the portal if you want to stay logged in.

File upload failed

You tried to upload a file and got an error.

Check these:

  • File size: the maximum is 50 MB per file. If yours is bigger, try compressing it, zipping it, or splitting it.
  • File type: we support common images (JPEG, PNG, GIF, WebP, SVG), PDFs, Microsoft Word (DOC, DOCX) and Excel (XLS, XLSX) documents, ZIP archives, and design files (Photoshop PSD, PostScript). Other types are rejected.
  • Connection: large files on a slow connection can time out. Try again on a stable connection, or break the file into smaller pieces.
  • Filename: very long filenames or unusual characters can sometimes trip things up. Rename and try again.

If you've checked all of the above and uploads still fail, open a support ticket and tell us the file type, size, and the exact error message.

You clicked a file to download it and got an error or a blank page.

Why this happens:

  • Download links are valid for 15 minutes from the moment they're generated. If you saved a link and came back later, it has likely expired.

Fix it: Go back to your Files page and click the file again to generate a fresh link.

Analytics not showing data

You opened your Analytics page and there's no data, or numbers look very low.

Check these:

  • Consent: analytics only count visitors who explicitly agreed to analytics cookies on your site. Many visitors decline, so real traffic is always higher than the chart.
  • New site: if your site or tracking went live recently, give it 24-48 hours for data to start showing meaningfully.
  • Tracking install: make sure the tracking is actually installed on your site (we set this up for you — let us know if you're not sure).
  • Date range: check the date filter at the top isn't pointing to a period before tracking was active.

If you're sure tracking should be working but you're seeing nothing, open a support ticket with your site URL and we'll investigate.

DNS changes not taking effect

We made a DNS change for you but you're not seeing it work yet.

Why this happens: DNS changes can take up to 2 hours to propagate across the internet. This isn't a portal thing — it's how the global DNS system works. Different networks update at different speeds.

What to do:

  • Wait a bit longer — most changes are visible within minutes, but some take the full 2 hours.
  • Try the change from a different network or device (your home phone on mobile data, for example) to rule out local caching.
  • If a full 2 hours has passed and it's still not working, open a support ticket and we'll check the records.

Invoice shows wrong status

An invoice in your Billing page shows the wrong status — for example, you've paid but it still says Awaiting payment.

Why this happens:

  • Payment confirmations from our billing partner can take a few minutes to a few hours to sync back into the portal.
  • Bank transfers can take 1-3 business days to clear and show as paid.

What to do:

  • Wait a few hours and refresh the page.
  • If a payment is more than 24 hours old and still not reflecting, contact us with the invoice number and proof of payment, and we'll reconcile it.

Website showing as "offline" or "unreachable"

Your site status indicator is showing as offline.

Try this:

  1. Open your site in a fresh browser tab to confirm whether it's actually down for you.
  2. Try from a different device or network — it might be a problem on your end (local Wi-Fi, ISP).
  3. Refresh the portal page in case the status indicator is stale.

If your site really is down, open an urgent support ticket straight away (or email hello@moonfactory.dev with URGENT in the subject) and we'll investigate immediately.

Portal slow or pages won't load

Pages are taking a long time, spinning, or not loading at all.

Try this:

  1. Refresh the page (Ctrl+R or Cmd+R).
  2. Try a different browser (Chrome, Firefox, Safari, Edge) to rule out a browser-specific issue.
  3. Clear your browser cache for the portal site, then sign back in.
  4. Disable browser extensions temporarily — ad blockers or privacy tools sometimes interfere.
  5. Check your internet connection.

If it's still slow after all of that, open a support ticket telling us which page, which browser, and what you were trying to do. Screenshots help.

Need help? Submit a support ticket from your dashboard, or email us at hello@moonfactory.dev.