Common Issues

This guide covers frequently encountered issues in Matchpal and how to resolve them.

Login Issues

Can't Receive Login Email

Symptoms: Click "Sign In" but no email arrives.

Solutions:

  1. Check spam/junk folder
  2. Verify email address is correct
  3. Wait a few minutes (sometimes delayed)
  4. Try again with correct email
  5. Contact admin if email address may be wrong in system

Login Link Expired

Symptoms: Click login link but get "expired" message.

Solutions:

  1. Request a new login link
  2. Use the link promptly when received
  3. Check if clicking an old email by mistake

Can't Access Account

Symptoms: Login works but can't see expected content.

Solutions:

  1. Verify you're using the right email/account
  2. Check account status with admin
  3. May be a permissions issue

Matching Issues

Not Getting Matched

Symptoms: Student completed questionnaire but no match.

Possible Causes:

  • No providers with required capability available
  • All matching providers at capacity
  • Incomplete questionnaire

Solutions:

  1. Verify questionnaire is complete and submitted
  2. Check if providers exist for the needed service
  3. Wait for provider capacity to open
  4. Admin may need to manually assign

Wrong Match

Symptoms: Matched with provider who doesn't fit needs.

Solutions:

  1. Review if provider actually lacks capability
  2. Communicate with admin about concerns
  3. Admin can reassign if truly mismatched
  4. Provider can decline if not a fit

Session Issues

Can't Log Session

Symptoms: Provider unable to submit session log.

Possible Causes:

  • Relationship not in "Paired" status
  • Insufficient grant balance
  • Technical error

Solutions:

  1. Verify relationship is active (Paired)
  2. Check student's grant balance
  3. Try again / refresh page
  4. Contact admin if persists

Session Not Showing

Symptoms: Logged session doesn't appear in history.

Solutions:

  1. Refresh the page
  2. Check correct relationship
  3. Verify session was actually submitted (not just drafted)
  4. Contact admin to investigate

Grant Issues

Balance Seems Wrong

Symptoms: Grant balance doesn't match expectations.

Possible Causes:

  • Sessions logged that weren't noticed
  • Holds for relationships
  • Admin adjustments

Solutions:

  1. Review session history for all deductions
  2. Check for relationship holds
  3. Contact admin for reconciliation

Grant Not Applied After Purchase

Symptoms: Bought package but balance didn't increase.

Possible Causes:

  • Order not yet processed
  • Fulfillment error
  • Wrong account linked

Solutions:

  1. Wait briefly for processing
  2. Check for order confirmation email
  3. Verify purchase was for correct account
  4. Contact admin with order details

Email Issues

Not Receiving Emails

Symptoms: Missing notifications or communications.

Solutions:

  1. Check spam/junk folders
  2. Verify email address in profile
  3. Check with admin if emails are being sent
  4. Add sender to contacts/safe list

Email Bouncing

Symptoms: Emails to user are bouncing.

Solutions:

  1. Verify email address is correct
  2. Check if mailbox is full
  3. Update to working email address
  4. See Email Failures

Profile Issues

Can't Update Profile

Symptoms: Changes to profile don't save.

Solutions:

  1. Check for validation errors
  2. Ensure required fields are complete
  3. Try different browser
  4. Contact admin if persists

Missing Information

Symptoms: Expected data not showing in profile.

Solutions:

  1. Verify data was actually entered
  2. Check correct profile section
  3. May need to complete onboarding steps
  4. Contact admin to verify data

Relationship Issues

Relationship Stuck

Symptoms: Relationship not progressing as expected.

Possible Causes:

  • Waiting for provider response
  • Technical issue
  • Manual intervention needed

Solutions:

  1. Check current status
  2. If proposal, provider may need reminder
  3. Contact admin for status investigation

Can't End Relationship

Symptoms: Unable to complete or cancel relationship.

Solutions:

  1. Only admins may be able to change status
  2. Ensure all sessions are logged first
  3. Contact admin for assistance

Getting Help

If these solutions don't resolve your issue:

  1. Note the specific error or symptom
  2. Gather relevant details (account, dates, etc.)
  3. Contact your administrator
  4. Provide screenshots if applicable

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