Solutions to problems you're most likely to encounter.

Login Issues

"Invalid credentials" error

  1. Verify your email address and password are correct.
  2. Reset your password from the login page.
  3. Clear your browser cache and cookies.
  4. Try a different browser to rule out extension conflicts.

Password reset email not arriving

  1. Check your spam or junk folder.
  2. Verify you're using the email address you signed up with.
  3. Wait a few minutes. Email delivery can have brief delays.
  4. Contact your team admin to confirm your account exists.

Performance Issues

Slow page loads

  1. Check your internet connection.
  2. Clear your browser cache.
  3. Disable browser extensions temporarily (ad blockers can interfere).
  4. Try Chrome or Edge for best compatibility.

Real-time updates not appearing

Ticket updates, boss battles, and notifications rely on WebSocket connections.

  1. Refresh the page to re-establish the connection.
  2. Check if your network or firewall blocks WebSocket connections.
  3. If you're on a VPN, try temporarily disconnecting.

Notification Issues

Not receiving notifications

  1. Check Settings → Agent → Notifications to confirm your preferences.
  2. Verify browser notification permissions (look for the lock icon in your address bar).
  3. Check your operating system notification settings.
  4. For push notifications, make sure you accepted the browser permission prompt.

Widget Issues

Chat widget not appearing on your website

  1. Verify the script tag is present in your page source and uses the correct team ID.
  2. Open your browser console (F12) and look for errors.
  3. Check if ad blockers or privacy extensions are blocking the script.
  4. Confirm the script URL is using HTTPS.

Data Issues

Import not working

  • File must be under 50 MB and contain 10,000 records or fewer
  • Accepted formats: CSV, JSON, JSONL, NDJSON, XLSX, XML, ZIP
  • CSVs must be saved as UTF-8 encoding
  • The file must contain at least one data record, not just headers

Export not downloading

  • Verify you have the export_data permission. Owners, Admins, and Managers all do.
  • The Settings UI and the GET /api/v1/teams/{teamId}/export endpoint use the same gate.
  • Check your browser's download settings and popup blocker.

Still Stuck

Reach out through the chat widget or email support@cstar.help. Include what you were doing, what you expected to happen, and what happened instead.