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Troubleshooting

Solutions for common issues in PropertyBase.

Login Issues​

Can't log in​

Symptoms: Unable to access your account

Solutions:

  1. Check credentials

    • Verify email is correct
    • Check for typos in password
    • Try copying password from password manager

  2. Reset password

    • Click "Forgot Password"
    • Check email (including spam folder)
    • Follow reset link

  3. Clear browser data

    • Clear cookies and cache
    • Try incognito/private mode
    • Try different browser

  4. Check account status

    • Account may be suspended
    • Contact workspace admin

2FA not working​

Symptoms: Two-factor codes not accepted

Solutions:

  1. Check time sync

    • TOTP codes are time-sensitive
    • Ensure device time is correct
    • Enable automatic time sync

  2. Use backup codes

    • Find backup codes from setup
    • Use one-time backup code

  3. Contact admin

    • Admin can reset 2FA
    • Verify identity first

Data Issues​

Missing data​

Symptoms: Properties, leads, or other data not showing

Solutions:

  1. Check filters

    • Clear all active filters
    • Reset view to default

  2. Check permissions

    • You may lack access
    • Contact admin for permissions

  3. Refresh page

    • Hard refresh (Ctrl+Shift+R)
    • Clear cache

  4. Check workspace

    • Ensure correct workspace selected
    • Switch workspace if needed

Import failed​

Symptoms: CSV import not working

Solutions:

  1. Check file format

    • Use UTF-8 encoding
    • Use comma delimiter
    • No special characters in headers

  2. Validate data

    • Check required fields
    • Verify data types (numbers, dates)
    • Remove empty rows

  3. Check file size

    • Max 10MB per file
    • Max 10,000 rows
    • Split large files

  4. Download error report

    • Review specific row errors
    • Fix and re-upload

Data not syncing​

Symptoms: Changes not appearing across devices

Solutions:

  1. Check connection

    • Verify internet connectivity
    • Check for network errors

  2. Refresh manually

    • Click refresh button
    • Hard refresh page

  3. Clear local cache

    • Settings > Clear Cache
    • Log out and back in

Performance Issues​

Slow loading​

Symptoms: Pages take long to load

Solutions:

  1. Check internet

    • Test connection speed
    • Try different network

  2. Reduce data

    • Apply filters to reduce results
    • Use pagination

  3. Browser optimization

    • Close unused tabs
    • Disable extensions
    • Update browser

  4. Check status page

    • Visit status.propertybase.ai
    • Check for known issues

Search not returning results​

Symptoms: Search shows no results

Solutions:

  1. Check spelling

    • Try partial words
    • Remove special characters

  2. Broaden search

    • Use fewer terms
    • Remove filters

  3. Wait for indexing

    • New data takes ~5 minutes to index

Integration Issues​

Webhook not receiving events​

Symptoms: Webhook endpoint not getting called

Solutions:

  1. Verify URL

    • Check endpoint URL is correct
    • Ensure HTTPS is used
    • Test URL is accessible

  2. Check webhook status

    • Go to Settings > Webhooks
    • Verify webhook is active

  3. Check deliveries

    • View delivery history
    • Check for errors

  4. Test manually

    • Use "Test" button
    • Check server logs

API authentication failing​

Symptoms: 401 Unauthorized errors

Solutions:

  1. Check API key

    • Verify key is correct
    • Check key hasn't been revoked
    • Ensure proper format: Bearer YOUR_KEY

  2. Check permissions

    • Verify key has required scopes
    • Check workspace access

  3. Check rate limits

    • View current usage
    • Wait for limit reset

Email not sending​

Symptoms: Emails not being delivered

Solutions:

  1. Check spam folder

    • Emails may be filtered

  2. Verify email settings

    • Check sender domain
    • Verify DKIM/SPF records

  3. Check SendGrid status

    • View email logs
    • Check for bounces

Getting More Help​

If these solutions don't resolve your issue:

  1. Search documentation

    • Use search bar above
    • Check related guides

  2. Contact support

  3. Check status page