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Troubleshooting

Running into an issue? These quick checks can help resolve the most common problems. When a step refers to a setting, the link will guide you to the right place in the documentation.

Common problems​

Publish is disabled​

  • Open My Profile and confirm your Role.
  • Ask an admin to grant Publish on Products & DPPs (see Settings › Roles & Permissions).
  • If Alignment Check is enforced, complete all required fields before saving.
important

Republishing keeps the same QR. To generate a new QR, clone the model and publish the clone.

QR code is not visible​

  • Open the Model Overview.
  • Select Publish (if unpublished).
  • Select Display QR.

DPP didn’t update after editing​

  • Select Save on the edit form.
  • If media or branding changed, Unpublish and then Publish again.
  • Refresh the DPP Preview and clear your browser cache if needed.

Can’t save a model​

  • Check for required fields (look for * indicators in the form).
  • If Alignment is enforced, complete all required sections until the panel shows compliant.
  • Confirm with your workspace admin your role has Update on Products & DPPs.

Can’t attach a document​

  • Ensure your document is uploaded to the Documents Library.
  • Open Documents from the left navigation; if the document does not exist, you will need to upload it first.
  • Click on Add New → set Document name, Type, Category, Description, then upload your document.
  • Save the Document.
  • Navigate to your Model (or create a new one).
  • Inside creation find the Select Documents field, and select the uploaded file.

Events don’t appear in the DPP journey​

  • Confirm you added the event at the correct level (Model vs Batch).
  • Ensure Date and Location are set and Save event was selected.
  • If the model/batch is unpublished, Publish it and then refresh the DPP Preview.

Access key doesn’t work (Error codes 401/403)​

  • In Settings › Access Keys, verify the key exists and is active.
  • Check Define Permissions scopes; enable least-privilege rights needed.
  • Rotate the key (create a new one) and update the integration secrets.

Batch creation fails​

  • Enter a Quantity greater than 0 and complete Batch information.
  • Choose DPP per item or One DPP for the batch (required).
  • Select Create batch, then Confirm Changes.

CTA button not showing​

  • In Company › Company Website, set Button Label and Website (URL).
  • In the model’s Company Website, ensure the CTA is defined (if you override the global).
  • Publish the model; refresh the DPP Preview.

Branding is hard to read​

  • In Company › Branding, adjust Brand colour(s).
  • Ensure text/background combinations meet WCAG AA contrast.
  • Reopen DPP Preview to verify legibility.

I don’t see an option I need​

  • Check your Role in My Profile.
  • Ask your workspace admin to adjust permissions in Settings › Roles & Permissions.
  • Some features are plan-dependent; look for Upgrade plan prompts or contact your admin.


When to contact support​

  • You’ve verified permissions and completed required fields, but the action is still unavailable.
  • Errors persist after publish/unpublish or key rotation.
  • You need access to a feature flagged for a higher plan.