Troubleshooting and support
A practical checklist for unavailable pages, missing data and failed payments.
Reviewed 27 October 2026
Choose the failing stage
| Symptom | First checks |
|---|---|
| Portal will not open | Exact URL, HTTPS, program routing and current provider status. |
| Cannot sign in | Correct identity, sign-in method, latest invitation and verification requirements. |
| No links or assets | Approval, group permissions, link/code tracking mode and published material. |
| Clicks but no sales | Customer event, connected sales integration and attribution. |
| Accepted but unpaid | Hold age, minimum, scheduled batch and payout details. |
| Failed payout | Transfer reference, provider error and recipient details before a retry. |
Send a small, useful evidence packet
Use the support route supplied with your DigLab program, or Messages in the participant portal when available. Include program name, page URL, date/time and time zone, the exact visible error, expected result and a masked record reference. A business administrator can compare integration and reward records.
Crop screenshots to the relevant control. Remove passwords, verification codes, API keys, customer details, bank information and unrelated records. Do not send full account exports or browser logs containing sessions.
Escalate without creating new problems
Stop repeated sign-ups, imports or payment retries when the cause is unclear. Do not bypass certificate warnings or verification gates. Preserve the failed record and its reference while the administrator investigates. Missing product setup and unavailable account access are different issues and should be diagnosed separately.