Troubleshooting Common Issues 🛠️

Something not working? Try these fixes first. If your issue isn't listed here, report it to our team and we'll help.

Quick fixes to try first

Before diving into specific issues, try these steps. They solve a surprising number of problems:

• •Refresh the page. A simple reload clears most temporary glitches.
• •Clear your browser cache. If the app looks outdated or behaves oddly, cached files may be the cause.
• •Try a different browser or device. This helps confirm whether the issue is specific to your setup.
• •Check your internet connection. AI interpretations need a stable connection to complete.
• •Disable browser extensions. Ad blockers or privacy extensions can sometimes interfere with web apps.

I can't log in

If you used email and password:

• •Double-check your email and password for typos.
• •If you forgot your password, use the forgot password flow to reset it.
• •Make sure your email is verified. If you never completed the verification step, you may not be able to log in.

If you used Google:

• •Make sure you're signing in with the same Google account you used to sign up.
• •If your browser has multiple Google accounts logged in, check that the right one is selected.

If you see "user not registered": This means your account may not have completed setup. Contact support so we can look into it.

The AI isn't responding or seems stuck

If you submitted a dream and the AI isn't responding:

1. •Wait a moment. Complex interpretations can take 10 to 30 seconds, especially during the questioning phase.
2. •Check your credit balance. If you're out of credits, AI interactions pause. You can still read past interpretations and record dreams, but new interpretations require credits.
3. •Refresh the page. If the response got lost due to a connection hiccup, refreshing usually lets you continue.
4. •Check your connection. A weak or dropped connection can interrupt the stream mid-response.

If it happens repeatedly, report the issue and include what you were doing when it got stuck.

My credits aren't showing up after a purchase

If you bought credits or a subscription but your balance didn't update:

1. •Wait a minute. Credits are usually instant, but there can be a short delay while the payment processes.
2. •Refresh the page. The balance in the sidebar updates on refresh.
3. •Check your payment went through. If the payment failed or is still pending, credits won't be added until it completes. You can check your purchase history in Account Settings.
4. •Check your email for a receipt. If you received a Stripe receipt, the payment succeeded and credits should appear shortly.

If credits are still missing after a few minutes, report the issue with your receipt details (never share your full card number).

The email verification code didn't arrive

If you signed up with email and password but never got your verification code:

1. •Check your spam folder. This is the most common cause.
2. •Click Resend code on the verification screen.
3. •Confirm your email is spelled correctly. A typo means the code went to the wrong address.
4. •Wait a minute. Some email providers are slower than others.

If it still doesn't arrive, the email may be blocked by your provider. Try signing up with Google instead, or contact support.

The page is blank or won't load

If you see a blank screen or the app won't load:

1. •Refresh the page.
2. •Clear your browser cache and reload.
3. •Try an incognito or private window. If it works there, a browser extension or cached setting is likely the cause.
4. •Try a different browser. DreamNav supports all modern browsers (Chrome, Safari, Firefox, Edge). An outdated browser may not render correctly.
5. •Check for browser updates. An old version may not support features the app relies on.

Voice input isn't working

If you're trying to record a dream by voice and nothing happens:

1. •Allow microphone access. Your browser will ask for permission the first time. If you denied it, you'll need to grant it in your browser settings.
2. •Check your microphone. Make sure it's connected and not in use by another app.
3. •Try a different browser. Some browsers handle voice input better than others. Chrome tends to work best.
4. •Check your device. On mobile, make sure the browser has microphone permissions in your system settings.

My interpretation seems incomplete or cut off

If your interpretation ends abruptly or seems shorter than expected:

1. •Check your connection. A dropped connection can interrupt the AI mid-response.
2. •Refresh and try again. If the dream is still in the interpreting state, refreshing may resume it.
3. •Continue the conversation. In the reflection phase, you can ask the AI to expand on any part that felt incomplete.
4. •Re-interpret with a different style. If the result was unsatisfying, try Direct Reading or switch lenses for a fresh take.

The checkout or payment page errored

If you're trying to buy credits or a subscription and the checkout fails:

1. •Check your payment details. An expired card or wrong CVV is the most common cause.
2. •Try a different payment method. Stripe supports most major cards and digital wallets.
3. •Check with your bank. Some banks block online transactions by default, especially for international purchases.
4. •Don't resubmit repeatedly. If a payment failed, wait a moment before trying again to avoid duplicate charges.

If you were charged but didn't receive credits, report the issue with your receipt email so we can match the payment.

The dashboard isn't updating

Your dream dashboard updates after each interpretation completes. If it seems stale:

1. •Make sure the dream is fully completed. The dashboard only includes dreams with a completed status. Dreams still in progress or in the questioning phase don't count yet.
2. •Refresh the page. Dashboard data loads fresh on each visit.
3. •Check you have enough dreams. The dashboard summary needs at least 2 completed dreams to populate. With fewer, it shows an empty state.

The app looks wrong on mobile

If the layout looks off on your phone:

1. •Rotate your device. Some views are better in landscape.
2. •Check your browser zoom. Pinch to reset zoom if the page is zoomed in or out.
3. •Try scrolling. Some panels are collapsed on mobile and open when you tap them.
4. •Update your browser. An old mobile browser may not render the layout correctly.

Still stuck?

If none of these fixes solved your problem:

1. •Report the issue with as much detail as you can.
2. •Include what you were doing, what you expected, and what happened instead.
3. •Our team will follow up by email.

What's next

• •Quick answers: Frequently Asked Questions
• •Share your thoughts: Submitting Feedback & Reporting Issues
• •Manage your account: Managing Your Account & Settings