❓Common Issues

Quick Solutions to the Most Frequent Problems

Having trouble? Check here first - most issues can be solved in minutes!

🔐 Login & Access Issues

Can't Log In

Problem: Unable to access your account.

Common Causes & Solutions:

1. Wrong Password

✅ Solution:
- Click "Forgot Password?"
- Reset your password via email
- Check spam folder for reset email

Password Reset Guide →

2. Account Not Verified

❌ Error: "Please verify your email"
❌ Error: "Phone verification required"

✅ Solution:
- Check email for verification link
- Verify phone number with SMS code
- Both required to login

Verification Guide →

3. Account Locked

❌ Error: "Account temporarily locked"

Caused by:
- Too many failed login attempts (5+)
- Suspicious activity detected

✅ Solution:
- Wait 15 minutes, try again
- Contact support if persists
- Check for account security alerts

4. Cookies/Cache Issues

✅ Solution:
1. Clear browser cookies and cache
2. Try incognito/private browsing
3. Try different browser
4. Disable browser extensions

"Session Expired"

Problem: Automatically logged out.

Reasons:

  • Inactive for 24 hours

  • Security timeout

  • Browser closed

Solution:

  • Just log back in

  • Normal behavior for security

  • Use "Remember Me" for longer sessions

Two-Factor Authentication Not Working

Problem: Can't receive or enter 2FA code.

Note: 2FA is currently in beta and not required for all accounts.

Solutions:

  • Check phone signal

  • Request new code

  • Verify phone number correct

  • Contact support for manual verification

📧 Email Issues

Verification Email Not Received

Problem: Can't find verification email.

Check These Places:

  1. ✅ Spam/Junk folder

  2. ✅ Promotions tab (Gmail)

  3. ✅ Updates tab (Gmail)

  4. ✅ All Mail folder

  5. ✅ Blocked senders list

Still Not There?

✅ Solutions:
1. Add [email protected] to contacts
2. Whitelist @clubly.vip domain
3. Try alternate email address
4. Request new verification email
5. Check email provider isn't blocking

Wait Times:

  • Usually: Instant to 2 minutes

  • Maximum: 10 minutes

  • After 10 minutes: Request new one

Emails Going to Spam

Problem: All Clubly emails end up in spam.

Fix:

1. Mark email as "Not Spam"
2. Add [email protected] to contacts
3. Create filter rule:
   - From: *@clubly.vip
   - Never send to spam
4. Check provider's spam settings

Changed Email Address

Problem: Need to update email on account.

Solution:

1. Log into Clubly
2. Settings → Account
3. Update email address
4. Verify new email
5. Old email disabled

📱 Phone Verification Issues

SMS Code Not Received

Common Issues:

1. Wrong Phone Number

✅ Check:
- Country code included (+1 for US)
- No extra spaces or characters
- Number is active
- Not a landline (mobile only)

2. Carrier Blocking

Some carriers block automated SMS

✅ Solutions:
- Contact carrier to unblock
- Try different number
- Use WiFi calling
- Temporarily disable SMS filters

3. VoIP Numbers

❌ These often don't work:
- Google Voice
- TextNow
- Some prepaid services

✅ Use: Real mobile number

4. International Numbers

Currently supported:
- 🇺🇸 US (+1)
- 🇨🇦 Canada (+1)

Coming soon: More countries

✅ For now: Use US/Canada number

Code Expired

Problem: "Code has expired" error.

Why:

  • Codes expire after 10 minutes

  • Security measure

Solution:

  • Click "Resend Code"

  • Enter new code within 10 minutes

  • Don't wait too long

Rate Limited

Problem: "Too many attempts" error.

Why:

  • 3 verification attempts per 5 minutes

  • 2 code requests per 5 minutes

  • Prevents abuse

Solution:

  • Wait 5 minutes

  • Try again

  • Double-check number is correct

💳 Payment Issues

Card Declined

Quick Fixes:

1. ✅ Verify card details:
   - Card number correct
   - Expiration date valid
   - CVV correct
   - ZIP code matches billing

2. ✅ Check with bank:
   - Sufficient funds
   - Card not blocked
   - No fraud alert triggered
   - Enabled for online purchases

3. ✅ Try different payment:
   - Different card
   - Apple Pay
   - Google Pay
   - Cash App Pay

Full Payment Troubleshooting →

Payment Processing Forever

Problem: Stuck on "Processing payment..."

Normal Processing Time: 30 seconds to 2 minutes

If Over 5 Minutes:

✅ Steps:
1. DON'T click "Pay" again
2. Refresh page to check status
3. Check email for confirmation
4. Check bank for charge
5. If charged but no ticket, contact support

Charged But No Ticket

Problem: Money taken but no ticket received.

Why This Happens:

  • Payment succeeded

  • Order processing failed

  • Rare technical glitch

Solution:

🚨 Contact Support Immediately:
- Email: [email protected]
- Include: Transaction date, amount, last 4 of card
- We'll issue ticket within 2 hours
- Or refund if prefer

Don't Panic:

  • No money is lost

  • All transactions tracked

  • We'll resolve quickly

  • 100% money-back guarantee

🎫 Ticket Issues

Ticket Not Showing

Problem: Purchased but can't find ticket.

Check:

1. ✅ Email inbox:
   - Search "Clubly"
   - Check spam
   - Look for confirmation

2. ✅ Dashboard:
   - Login to clubly.vip
   - Go to "My Tickets"
   - Should appear there

3. ✅ Payment status:
   - Was charge successful?
   - Check bank statement
   - Look for pending charge

Still Missing?

QR Code Not Working

Problem: Can't check in with QR code.

Common Causes:

1. Screen Too Dim

✅ Fix:
- Increase screen brightness
- Clean screen
- Zoom QR code larger

2. Damaged QR Code

✅ Fix:
- Request new QR code
- Show confirmation email
- Staff can manually look up

3. Already Scanned

❌ Error: "Ticket already checked in"

Reasons:
- You already entered
- Someone else used your ticket
- Duplicate ticket fraud

✅ Solution:
- Speak with door staff
- Show payment proof
- Verify your identity

4. Wrong Event

Make sure:
- Correct date
- Correct venue
- Right event

Can't Transfer Ticket

Problem: Transfer option not available.

Reasons:

❌ Transfer Disabled:
- Host disabled transfers
- Prevents ticket scalping
- Event policy

❌ Too Late:
- Within 24 hours of event
- Cutoff passed

❌ Already Used:
- Ticket checked in
- Can't transfer after entry

Solution:

  • Contact event host

  • Explain situation

  • May allow exception

  • Or request refund

🎤 Event Creation Issues

Can't Publish Event

Problem: Publish button disabled or erroring.

Required Checklist:

✅ Must Have:
- [ ] Event name
- [ ] Description
- [ ] Date and time
- [ ] Venue/address
- [ ] Cover image
- [ ] At least one ticket type
- [ ] For paid events: Stripe connected

Specific Errors:

"Complete Stripe Setup"

- You have paid tickets
- But Stripe not connected
- Or not fully verified

Fix: Complete Stripe onboarding

"Invalid Date"

- Date in the past
- End time before start time
- Missing timezone

Fix: Use calendar picker

"Upload Cover Image"

- No image selected
- Or upload failed

Fix:
- Try different image
- Max 10MB
- JPG or PNG format

Image Upload Failing

Problem: Can't upload cover image or poster.

Common Causes:

File Too Large

Maximum: 10MB

✅ Solution:
- Compress image
- Use TinyPNG.com
- Lower quality slightly
- Resize to 1200x630px

Wrong Format

Supported:
- ✅ JPG/JPEG
- ✅ PNG
- ✅ WebP
- ❌ GIF
- ❌ BMP
- ❌ TIFF

✅ Solution: Convert to JPG or PNG

Network Issues

✅ Solutions:
- Check internet connection
- Try different network
- Disable VPN
- Try different browser

Events Not Showing Up

Problem: Created event but not visible.

Check Status:

📝 Draft = Not visible
- You saved as draft
- Only you can see

✅ Solution: Set status to "Published"
🔒 Private = Unlisted
- Not searchable
- Only via direct link

✅ Solution: Set to "Public" if you want it listed
⏰ Scheduled = Live!
- Should be visible
- May take 2-3 minutes to appear
- Clear cache and refresh

🔍 Search & Discovery Issues

Can't Find Event

Problem: Looking for specific event but can't find it.

Try These:

1. ✅ Use search bar:
   - Event name
   - Venue name
   - Host name
   - Date

2. ✅ Browse categories:
   - Filter by type
   - Filter by date
   - Filter by location

3. ✅ Check if event is:
   - Private/unlisted
   - Past event
   - Cancelled
   - Draft status

Direct Link:

  • Ask event host for direct link

  • Format: clubly.vip/events/event-name

Search Not Working

Problem: Search returns no results.

Solutions:

✅ Try:
- Different keywords
- Partial words
- Venue instead of event name
- Check spelling
- Remove filters
- Clear search and start over

📱 Mobile App Issues

App Won't Open

Problem: App crashes on launch.

Solutions:

1. Force close and reopen
2. Restart phone
3. Update to latest version
4. Clear app cache
5. Reinstall app
6. Check for iOS/Android updates

Features Not Working in App

Problem: Some features missing or broken.

Note: Mobile app is in beta. Some features web-only currently.

Use Web Instead:

  • Go to clubly.vip in mobile browser

  • Full feature parity

  • Same account login

  • More stable (for now)

🌐 Website Issues

Page Not Loading

Problem: Website won't load or errors.

Quick Fixes:

1. ✅ Refresh page (Ctrl+R or Cmd+R)
2. ✅ Clear cache (Ctrl+Shift+Del)
3. ✅ Try incognito mode
4. ✅ Different browser
5. ✅ Check internet connection
6. ✅ Disable ad blockers
7. ✅ VPN off

"504 Gateway Timeout"

Problem: Server error message.

Meaning:

  • Temporary server issue

  • High traffic

  • Maintenance

Solution:

  • Wait 2-3 minutes

  • Refresh page

  • Usually resolves quickly

  • If persists over 10 min, contact support

Stuck Loading / White Screen

Problem: Infinite loading or blank page.

Solutions:

✅ Clear:
- Browser cache
- Cookies for clubly.vip
- Local storage

✅ Try:
- Different browser
- Incognito mode
- Different device

✅ Check:
- Internet speed (test at fast.com)
- JavaScript enabled
- Firewall not blocking

🆘 Getting More Help

When to Contact Support

Immediate Support Needed:

  • 🚨 Lost money but no ticket

  • 🚨 Can't check in at venue (day of)

  • 🚨 Account security concerns

  • 🚨 Payment fraud suspected

Regular Support:

  • 📧 Feature questions

  • 📧 Account help

  • 📧 Technical issues

  • 📧 Event creation help

How to Contact

Email (24/7):

Live Chat:

  • In dashboard (click chat icon)

  • Response: Under 5 minutes

  • Business hours: 9 AM - 9 PM EST

Phone:

  • 1-800-CLUBLY1

  • Hours: 9 AM - 6 PM EST

  • Immediate assistance

What to Include

For Faster Resolution:

✅ Provide:
1. Your account email
2. Description of issue
3. What you've tried
4. Screenshots of errors
5. Device/browser info
6. Transaction ID (if payment issue)
7. Event link (if event issue)

🔄 Related Articles

Still stuck? We're here to help 24/7 at [email protected]

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