Troubleshooting: fixing common problems

#Signing in and your account

I forgot my password

On the sign-in page, choose Forgot password? and enter the email you sign in with. If that address has a Briks account, we email it a link to choose a new password. The link works for an hour and only once; ask for a new one if it has expired. Setting a new password signs your account out on every device, so you then sign in again with it. Nothing arrived? Check your spam folder, then ask again.

My confirmation email never arrived

Check your spam or promotions folder first. The link works for 24 hours. To get a fresh one, sign in with your email and password: because the address is not confirmed yet, Briks sends a new link instead of signing you in and shows Check your inbox again. If you typed the address wrong, try again on that screen takes you back to the form. See Create your account.

An invite link says it has expired

Invitations last 7 days. Ask the person who invited you to open Members, where your invitation shows Renew and send again. That sends a fresh link that lasts another 7 days. See Members and roles.

I can't invite anyone

Each plan has room for a number of people, you and open invitations included: 1 on Free, 1 on Starter, 3 on Pro, 10 on Studio and 25 on Agency, so inviting starts on Pro. When the workspace is full, Invite people is greyed out on Members, with the reason. Revoke an invitation nobody needs, remove someone, or move to a plan with more room in Billing. To hand the workspace to a client, an Owner can still invite one person as Owner, on any plan. See Members and roles.

I can't create another workspace

Each person can create up to 10 workspaces. Only the ones you created and are still an Owner of count, so handing one to a client (making them its Owner, then leaving or taking another role) frees a place. Delete one you no longer use, or hand one over. See Handing a site to a client.

#Credits

It says I don't have enough credits

Every job sets credits aside before it starts: 50 for a new site, 5 for a change, 5 for a check and 3 for an agent's run. If your balance is below the amount for the job, it can't start and nothing is taken. A change that adds pages can also be refused when it usually takes more than you have, with the estimate. Credits are not sold on their own: they come with a plan. The window that opens puts forward the smallest plan with more credits, and an Owner can upgrade there or in Billing. See Credits and plans.

My build says Waiting for credits

The build was planned, and the rest usually takes more credits than you have, so it stopped there with the plan kept. Planning was charged; nothing else was. Press Get credits on the card or on the bar above the chat box, then Resume building once you have them. A waiting build never carries on by itself. If you press it while still short, it says what resuming takes and what you have. A Free workspace's first site never waits: it is built in full. See Credits and plans.

A banner says my credits are running low

It shows when 10% or less of your plan's monthly credits is left (on Free, of the credits you started with). Nothing has stopped yet: builds, changes and agents stop only when credits run out, and your sites stay live whatever happens. Owners can press Get more credits in the banner. Close it with the cross to hide it for the rest of the session.

The build is waiting at an approval step and won't carry on

Approving a stop (the words, the look or the hero) or pressing Use this look sets aside up to 50 credits for the rest of the build: what your balance has, as long as it is at least 5. If yours is under 5, the stop waits. Move to a plan with more credits in Billing, then approve again. See Approve as it builds.

A build failed. Was I charged?

No. A request that fails is not charged, and the credits it set aside come back. Send the same change again. If it fails twice in the same way, write to hello@briks.dev with the project's name.

#Building and changes

The change did something different from what I asked

Every build and change is a saved version. Open Versions and press Undo to go back one step, or Restore an older version. Then ask again with more detail: name the page, the section and the exact words. "On the home page, change the big heading to Fresh bread from 7am" works far better than "make the top better". See Versions, undo and redo and Making changes.

I asked a question and it started building

Briks reads each message and decides whether it's a change or a question. If it took a question as a change, undo the version it made and ask again, starting with a question word: "Where do my form messages go?" Questions are answered without spending credits, up to 30 per site every 10 minutes. Questions about a site's visits are free up to 100 a month, then hold 1 credit each. See Asking questions.

My build is waiting and nothing is happening

Look at the conversation. If it says Waiting for your answers or Waiting for your approval, Briks has stopped for you on purpose: answer the questions or approve the step. Waiting for credits means the build is planned and needs more credits; see above. If another build is still running for the same project, your new request is queued behind it. To stop a build, use the stop button beside it. A queued request that hasn't started is cancelled for free. See Watching a build.

I want a feature Briks doesn't build yet

For a feature Briks doesn't build yet, ask for an enquiry form, a booking request, a phone call or an email link instead. See Web apps and dashboards. A shop that ships physical goods is not on that list: ask for shipping in the brief or as a change, and Briks builds it into the site with your own payment account, its keys saved under Settings, Secrets. Sign-in for your visitors, one-time payments and subscriptions through your own processor are built in: see Sign-in and payments.

#Publishing and your domain

My domain is stuck on Waiting for DNS

Briks can't see the records yet. These are the usual causes, in the order to check them:

1. The name field has your domain twice. Many registrars add your domain to the end of whatever you type. If you typed _briks.crumbandco.com, the record becomes _briks.crumbandco.com.crumbandco.com. Type only _briks (or www, or @ for the A record).
2. An old record is still there. Remove any older A record on the same name that points somewhere else, such as a parking page from your registrar. Two A records send half your visitors to the wrong place, and the check fails.
3. The change hasn't spread yet. Records usually show within an hour, and some registrars take longer. Briks checks again every 2 minutes, so you don't need to do anything once the records are right.
4. The value has a typo or a stray space. Copy each value from the panel rather than typing it.

www doesn't work, but the plain domain does

www wasn't pointing to Briks when the domain went live. At your registrar, add a CNAME record for www pointing to edge.briks.live, and remove any other record for www. Within 30 minutes Briks adds www to your certificate and sends it to your main address, with no downtime. Press Check now on the domain to check straight away. You don't need to remove and reconnect the domain. See Connect your domain.

The domain says Needs attention

The panel shows the reason under the domain. Fix what it names, usually a record at your registrar, then press Check now.

My site doesn't show up on Google

A preview is kept out of search on purpose. Publish to production, connect your domain, and then give search engines time: new sites often take days to appear. You can speed it up by adding the site to the search engines' own tools. See Search engines.

I can't press Publish

Publish waits while a build is running for the project. Let it finish, then try again. If the launch check finds something that blocks the launch, it lists it with what to fix. See Publish to production.

#Forms, email and the chatbot

Form messages aren't reaching my inbox

In preview, form messages are kept in the studio and not emailed, so you can test freely. Publish to production and they're emailed too. They go to the person who created the project, or to the workspace's first Owner if that person has left. Every message is also kept in the studio under Forms (the latest 100 are shown), so nothing is lost while you sort out email. Check your spam folder for the first one. See Forms.

My site stopped sending emails

Site email has one monthly allowance for all your sites together: 300 on Free, 2,000 on Starter, 5,000 on Pro, 15,000 on Studio and 50,000 on Agency. Messages past the allowance are refused, not queued, and sending starts again next month. The bell tells you when it stops, and the history in Emails shows what went out and what was refused. See Site email.

The chat on my site says it is resting

Each site's chat answers up to 400 questions a day. After that, visitors see that the chat is resting for today, and it comes back on its own. A conversation of five questions counts as five. See Chatbot.

The chat gives wrong or vague answers

It answers only from the words on your published pages. If an answer is wrong, the page is probably missing the fact or says it unclearly. Ask for a change that adds it, such as your opening hours on the contact page, and publish.

#Data, scheduled tasks and webhooks

I can't find the Database tab

Owners and Admins see the Database tab before the project has a database, and can press Create database there. Everyone else sees it once a build has made one, which happens when the site needs to keep records, such as booking requests. See Database.

My scheduled task shows Skipped

Each project has a number of calls a day, shared by scheduled runs and webhook attempts: 2,000 on Free, 5,000 on Starter, 10,000 on Pro, 50,000 on Studio and 100,000 on Agency. When they're used up, runs are marked Skipped until the next day. Run the task less often, or look for a webhook that fails and retries. See Scheduled tasks.

Webhook deliveries keep failing

Open the webhook's Deliveries list. Each attempt shows the answer the other side gave. The usual causes are a wrong address, an address that needs signing in, or a service that takes too long to answer. Point the webhook at an address that accepts the delivery and answers quickly. See Webhooks.

#Notifications

Nothing pops up when a build finishes

Open Notifications, the bell in the top bar, and look at Pop-ups at the bottom of the panel. Everything shows each notification as it arrives, Problems and waiting only failures and what waits for you, and Off none. The choice is kept in each browser, so set it again on another computer. Everything still lands in the bell's list either way. See Exploring the dashboard.

The bell says Reconnecting

The live connection dropped, often after a laptop wakes or the network changes. It reconnects by itself; until then, new notifications show the next time you load a page.

#Still stuck

Write to hello@briks.dev. Include the project's name, what you did, what you expected and what happened instead. A screenshot of the screen helps more than a description of it.