Troubleshooting
Find solutions to common Kodesiq issues and get help when you need it.
Quick Diagnostic
Troubleshooting Steps
- Identify your issue category below
- Try the suggested solutions
- Check for specific error messages
- Contact support if the issue persists
Website Integration Issues
Widget Doesn't Appear
- Verify the script URL is correct:
src="https://kodesiq.com/widget.js" - Check that your church slug is correct in the embed code:
data-church-slug="your-church-slug" - Open browser console (F12) and check for JavaScript errors or loading failures
- Check if ad blockers are interfering with the widget script
- Ensure your website uses HTTPS (required for widget loading)
- Try clearing your browser cache and refreshing the page
Widget Appears But Doesn't Respond
- Check that you have uploaded and processed content
- Verify your account is active and within usage limits
- Test with a simple question about your church
- Check browser network tab for API errors
Origin Not Allowed Error
- Go to your dashboard's "Website Integration" tab
- Add your website URL to the "Allowed Website URLs" list (e.g.,
https://yourchurch.org) - Include both www and non-www versions if needed
- For subdomains, use wildcard patterns like
https://*.yourchurch.org - Wait a few seconds for changes to save automatically
Styling Conflicts
- Check for CSS conflicts with your website theme
- Try adjusting widget position settings
- Use custom CSS to override conflicting styles
- Test on different devices and browsers
Content Upload & Processing Issues
Upload Failures
Content uploads are failing or not completing successfully
Solution:
Verify file format is supported (see Content Management documentation). Check that you haven't reached your content processing capacity limit. Ensure stable internet connection during upload. Avoid duplicate file names. For video content, use YouTube integration instead of direct file upload.
Processing Delays
Expected processing times: Text files (30 seconds - 2 minutes), PDF documents (1-3 minutes), Audio files (3-8 minutes), YouTube videos (2-5 minutes per video)
Solution:
Check processing status in your Content Management tab. Large files or poor audio quality can increase processing time. Contact support if processing exceeds 15 minutes without updates.
YouTube Integration Problems
Issues with YouTube video or playlist uploads
Solution:
Ensure YouTube videos are public or unlisted (not private). Verify the URL format is correct. Check that the video has clear audio. Try individual videos before adding entire playlists.
AI Response Quality Issues
Inaccurate or Irrelevant Answers
Kodesiq is providing answers that don't match your church's teachings or are not relevant to the questions asked
Solution:
Ensure you have sufficient high-quality content uploaded. Verify content is relevant to the questions being asked. Consider uploading more content on frequently asked topics. Check that uploaded content has processed successfully.
Missing or Incorrect Citations
Citations are not appearing or are pointing to the wrong content sources
Solution:
Verify content has completed processing successfully. Ensure YouTube videos are properly linked and accessible. Contact support if citations consistently point to wrong content.
Account & Billing Issues
Usage Limit Problems
Issues with content processing capacity or Q&A interaction limits
Solution:
Content processing capacity reached: Upgrade your plan or remove old content (capacity is cumulative, not monthly). Q&A interaction limit exceeded: Kodesiq continues working but overage charges may apply - consider upgrading. Can't upload content: Check remaining capacity in Billing & Usage tab. Subscription expired: Renew your subscription to continue uploading content.
Payment and Billing
Payment failures or billing-related access issues
Solution:
Payment failed: Update payment method through Stripe Customer Portal (accessible from Billing & Usage tab). Can't access features: Check subscription status - expired subscriptions block content uploads. Billing questions: Review Account & Billing documentation or contact support.
Dashboard Access
Issues accessing dashboard features or functionality
Solution:
Dashboard not loading: Check subscription status - expired subscriptions may limit access. Features missing: Verify your subscription plan includes those features (see Account & Billing documentation). Authentication issues: Contact support for account access problems.
Common Error Messages
"Content processing capacity reached""File must be an audio format""Invalid image format""Invalid church slug""Email already registered""Duplicate file name errors"Performance Issues
Slow Response Times
- Normal response times are under 5 seconds - check your internet connection if slower
- Try asking simpler, more specific questions
- Complex questions requiring extensive content search may take longer
- Contact support if consistently slow (>10 seconds) responses
Widget Loading Issues
- Open browser console (F12) and check for JavaScript errors or script loading failures
- Verify embed code uses correct script URL:
/widget.js - Check if ad blockers are preventing widget script from loading
- Test on different browsers and devices to isolate the issue
- Ensure your website uses HTTPS (required for widget functionality)
Getting Additional Help
Before Contacting Support
- Note the specific error message (if any)
- Document when the issue occurs
- Try the issue on different browsers/devices
- Check your account status and usage limits
What to Include in Support Requests
- Your church name and account email
- Detailed description of the issue
- Steps you've already tried
- Screenshots or error messages
- Browser and device information
Need Help?
If you're experiencing issues or have questions, we're here to help.
Documentation
Check our troubleshooting guide for common solutions
When contacting support, please include your church name and a detailed description of the issue.