Troubleshooting

Common issues and solutions to help you use Domavia effectively.

Getting started

Account and login issues

Can't create account

Problem: Error message when trying to sign up

Solutions:

1. Check email format: Ensure valid email address
2. Try different browser: Clear cache or try incognito mode
3. Check password requirements:
   • Minimum 12 characters
   • Mix of uppercase, lowercase, numbers, symbols
4. Email already in use: Try password reset if you have an account
5. Verification email: Check spam/junk folder

Still not working? Contact support@domavia.app with screenshot of error

Can't log in

Problem: "Incorrect email or password" message

Solutions:

1. Verify email: Check for typos in email address
2. Reset password: Click "Forgot Password" on login page
3. Check caps lock: Password is case-sensitive
4. Clear browser cache: Old cookies may cause issues
5. Try different browser: Rule out browser-specific issues
6. Account locked: After multiple failed attempts, wait 30 minutes

Password Reset Not Working:

• Check spam folder for reset email
• Make sure using same email as account
• Link expires after 1 hour - request new one
• Clear browser cache before clicking link

Email verification issues

Problem: Didn't receive verification email

Solutions:

1. Check spam folder: Email might be filtered
2. Wait 5 minutes: Emails can be delayed
3. Resend verification: Click "Resend verification email" on login
4. Whitelist domain: Add @domavia.app to safe senders
5. Try different email: Some providers block automated emails

Email link expired:

• Log in and request new verification email
• Links valid for 24 hours

Browser compatibility

Supported browsers

Recommended:

• Chrome 90+
• Firefox 88+
• Safari 14+
• Edge 90+

Not Supported:

• Internet Explorer (any version)
• Browsers older than 2 years

Browser issues

Problem: Site not loading properly

Solutions:

1. Update browser: Use latest version
2. Clear cache: Ctrl+Shift+Delete (Cmd+Shift+Delete on Mac)
3. Disable extensions: Ad blockers can interfere
4. Enable JavaScript: Required for site to function
5. Enable cookies: Necessary for login
6. Try incognito/private mode: Rules out extension issues

Specific Browser Issues:

Safari:

• Enable "Prevent cross-site tracking" if login fails
• Clear website data: Safari > Preferences > Privacy

Firefox:

• Disable Enhanced Tracking Protection for domavia.app
• Check that cookies aren't being blocked

Chrome:

• Site settings: Allow cookies for domavia.app
• Check for outdated extensions

Property search issues

Search not working

Problem: Search returns no results or wrong results

Solutions:

1. Broaden criteria: Remove some filters
2. Check spelling: Location names must be correct
3. Try different search terms: "Lisboa" vs "Lisbon"
4. Clear all filters: Start with fresh search
5. Check price currency: Make sure correct currency selected

No properties in area:

• Not all locations have listings yet
• Try nearby cities or regions
• Set up alerts for when properties are added

Property details not loading

Problem: Can't view property details

Solutions:

1. Refresh page: F5 or Cmd+R
2. Check internet connection: Ensure stable connection
3. Try different browser: May be browser-specific
4. Property removed: May no longer be available
5. Clear browser cache: Old data may be cached

Images not displaying

Problem: Property photos won't load

Solutions:

1. Check internet speed: Slow connection may timeout
2. Disable ad blocker: May block image CDN
3. Try different network: Workplace networks may block images
4. Wait and retry: Image server may be temporarily busy
5. Report missing images: Contact support with property ID

Document issues

Upload failures

Problem: Can't upload documents

Solutions:

1. Check file size: Maximum 25MB per file
2. Check file type: Supported formats:
   • PDF
   • JPG, JPEG, PNG
   • DOCX
3. Check file name: No special characters (use letters, numbers, dash, underscore)
4. Reduce file size: Compress large files
5. Check internet connection: Upload requires stable connection
6. Try different format: Convert to PDF if having issues

Upload stuck at 0%:

• Firewall may be blocking upload
• Try different network
• Check browser console for errors

Can't view documents

Problem: Uploaded documents won't open

Solutions:

1. Check file type: Ensure supported format
2. Re-upload: File may have been corrupted
3. Try downloading: Download and open locally
4. Check permissions: Ensure you have view access
5. Clear cache: Old version may be cached

Document sharing issues

Problem: Can't share documents with others

Solutions:

1. Check email address: Must be valid email
2. Recipient must have account: Or accept invitation
3. Check document permissions: You must be owner/admin
4. Expired share link: Create new share link
5. Workspace permissions: Check organization settings

Mobile app issues

App won't install

Problem: Can't install mobile app

Solutions:

1. Check device OS:
   • iOS 13+ required
   • Android 8+ required
2. Check storage space: Need 200MB+ free
3. Update OS: Install latest OS updates
4. Restart device: Simple restart often helps
5. Check App Store/Play Store: Ensure signed in with correct account

App crashes

Problem: App closes unexpectedly

Solutions:

1. Update app: Check for app updates
2. Restart app: Force close and reopen
3. Restart device: Full device restart
4. Clear app cache:
   • iOS: Delete and reinstall app
   • Android: Settings > Apps > Domavia > Clear cache
5. Free up storage: Delete unused apps/files
6. Check for OS updates: Update device OS

Crash on specific action:

• Note what you were doing when crash occurred
• Report to support with device details

Sync issues

Problem: Data not syncing between devices

Solutions:

1. Check internet connection: Both devices need connection
2. Refresh manually: Pull down to refresh
3. Log out and back in: On all devices
4. Check account: Ensure using same account on all devices
5. Wait a moment: Sync can take 1-2 minutes

Data conflicts:

• Edited on multiple devices simultaneously
• Most recent change is saved
• Check version history if available

Push notifications not working

Problem: Not receiving mobile notifications

Solutions:

1. Check app permissions:
   • iOS: Settings > Domavia > Notifications
   • Android: Settings > Apps > Domavia > Notifications
2. Check notification settings: In app settings
3. Check Do Not Disturb: May be blocking notifications
4. Background app refresh: Must be enabled (iOS)
5. Battery optimization: Disable for Domavia (Android)
6. Reinstall app: Last resort

AI assistant issues

AI not responding

Problem: AI assistant doesn't reply

Solutions:

1. Check internet connection: AI requires connection
2. Wait 30 seconds: Processing can take time
3. Rephrase question: Try asking differently
4. Check message length: Keep under 2000 characters
5. Start new conversation: Previous context may be causing issues

Rate limit error:

• Free tier: 100 requests per minute (see Billing for plan limits)
• Upgrade plan for more capacity
• Wait for limit to reset

AI gives wrong information

Problem: AI provides incorrect or outdated information

Solutions:

1. Verify with sources: AI provides general guidance only
2. Report issue: Help us improve with feedback
3. Be more specific: Provide more context in question
4. Check date sensitivity: AI training data has cutoff date
5. Consult professional: For legal/financial advice

Report inaccurate information:

• Use "Report Issue" button in chat
• Include what was wrong and what's correct

Payment and billing issues

Payment failed

Problem: Credit card declined

Solutions:

1. Check card details: Verify number, expiry, CVV
2. Check billing address: Must match card billing address
3. Sufficient funds: Ensure enough balance
4. Card restrictions: Some cards block international transactions
5. Try different card: Or payment method
6. Contact bank: May be blocking transaction

3D Secure issues:

• Check SMS for verification code
• Use banking app for approval
• Disable pop-up blocker

Subscription issues

Problem: Subscription not active or wrong plan

Solutions:

1. Check payment status: Settings > Billing
2. Verify plan: Ensure correct plan selected
3. Payment processing: Can take a few minutes
4. Contact support: With order ID or receipt

Downgrade/upgrade issues:

• Changes take effect next billing cycle
• Prorated charges apply
• Check confirmation email

Invoice or receipt

Problem: Need invoice or receipt

Solutions:

1. Download from dashboard: Settings > Billing > Invoice History
2. Check email: Sent to account email
3. Update billing info: For future invoices
4. Request duplicate: Contact billing@domavia.app

Performance issues

Slow loading

Problem: Site loads slowly

Solutions:

1. Check internet speed: Run speed test
2. Clear browser cache: Remove old files
3. Close other tabs: Free up browser memory
4. Disable extensions: Temporarily disable
5. Try different time: Less busy times may be faster
6. Check status page: Service Status

Specific pages slow:

• Properties with many images load slower
• Complex searches take longer
• Be patient or simplify search

Timeout errors

Problem: "Request timeout" or "Gateway timeout"

Solutions:

1. Retry request: May be temporary issue
2. Check internet connection: Ensure stable connection
3. Simplify request: Reduce complexity (fewer filters, etc.)
4. Wait and retry: Server may be busy
5. Check status page: May be platform issue

API and integration issues

API authentication errors

Problem: 401 Unauthorized or 403 Forbidden

Solutions:

1. Check session: Ensure logged in
2. Clear cookies: May have expired session
3. Re-authenticate: Log out and back in
4. Check API key: If using programmatic access
5. Verify permissions: Account may not have access

API rate limiting

Problem: 429 Too Many Requests

Solutions:

1. Check rate limit: See API documentation for limits
2. Implement backoff: Wait before retrying
3. Upgrade plan: Higher tiers have higher limits
4. Optimize requests: Batch when possible
5. Cache responses: Reduce API calls

Check headers:

X-RateLimit-Limit: 300
X-RateLimit-Remaining: 0
X-RateLimit-Reset: 1640995200

CORS errors

Problem: CORS policy blocking requests

Solutions:

1. Use correct domain: api.domavia.app for production
2. Include credentials: Set credentials: 'include'
3. Check browser: CORS only applies to browsers
4. Development mode: Use proxy or CORS extension
5. Contact support: If integrating officially

General troubleshooting steps

Clear cache and cookies

Chrome:

1. Settings > Privacy and Security > Clear browsing data
2. Select "Cookies and other site data" and "Cached images and files"
3. Choose time range "All time"
4. Click "Clear data"

Firefox:

1. Settings > Privacy & Security
2. Cookies and Site Data > Clear Data
3. Select both checkboxes
4. Click "Clear"

Safari:

1. Safari > Preferences > Privacy
2. Click "Manage Website Data"
3. Search for "domavia.app"
4. Click "Remove" then "Done"

Check service status

Visit Service Status to check:

• Platform availability
• Known issues
• Scheduled maintenance
• Incident history

Enable browser console

Chrome/Edge/Firefox:

• Press F12 or Ctrl+Shift+I (Cmd+Option+I on Mac)
• Look for red errors in Console tab
• Include screenshots in support requests

Safari:

• Safari > Preferences > Advanced > Show Develop menu
• Develop > Show JavaScript Console
• Look for errors

Update everything

Keep software current:

• Browser: Latest version
• Operating system: Latest updates
• Mobile app: Latest from app store
• Browser extensions: Update all extensions

Getting help

Before contacting support

Have ready:

• Account email: Email used for account
• Issue description: What happened and what you expected
• Steps to reproduce: How to recreate the issue
• Screenshots: Especially of error messages
• Browser/device info: What you're using
• Time of issue: When did it occur

Contact support

Email support

• Address: support@domavia.app
• Best for: Detailed issues, attachments needed

Community forum

• Best for: General questions, tips, discussions

Documentation

• URL: Domavia Docs
• Best for: Self-service troubleshooting, feature guides

Feature-specific help

For detailed help with specific features:

• Property Search - Search and property management
• Applications - Property purchase tracking
• Visa Applications - Immigration guidance
• Tax Residency - Tax planning
• Family Coordination - Family features
• Marketplace - Finding professionals
• AI Guidance - AI assistant
• Mobile App - Mobile features
• API - Developer resources

Still need help? Contact our support team at support@domavia.app or visit our Contact Support page.