Troubleshooting

Something I published isn't on my portal

Turn on its section in My Portal → Design → Sections. Publishing doesn't switch the section on. This applies to Events, Community Notes (announcements), Soul Paths, Chat Space and the rest. Also check the section's visibility: a section set to Subscribers Only is hidden from visitors. Use Preview As → Visitor to check.

My theme change didn't stick

Theme, colours and fonts only save when you click Save in the Theme & Logo tab. While the preview says "Live preview · unsaved", nothing is saved yet.

My subscribers are being asked to pay for content

On collections, set both the regular price and the subscriber price. If the subscriber price is blank, subscribers are charged too.

Event times look wrong on my portal

Check the event's timezone and your Portal Timezone in Portal Settings. Always open the public page after publishing. If the time is still wrong, put the timezone in the title (e.g. 6pm PT / 9pm ET) and email support@bringsoul.life.

Your portal address isn't set yet. Set it in Portal Settings.

Open the code's View details and check it's Active, hasn't expired, hasn't reached its use limits, and applies to what the member is buying. Members enter it under Have a promo code? before they pay. Free-trial codes don't work on one-time purchases, and codes can't be used on passes or chat spaces.

Use the Promotion Status switch inside View details, then refresh the page to confirm it shows Inactive.

My dashboard is locked

Finish Set Up Payout. Parts of the dashboard stay locked until Stripe is connected. See Set up payouts and get paid.

I can't refund a payment

You see	Why
Refund unavailable while settlement is pending	The payment hasn't settled yet. Try again in a few days.
Refunds are off for this product	Turn on refunds in Refund Policy or the offering's override.
A pending refund request	Answer it in Business → Refund Requests instead.
Insufficient Stripe account balance	Click Top up and retry refund.

See Refund a member.

My custom domain isn't working

See the troubleshooting section of Use your own domain. Your bringsoul.life link always keeps working meanwhile.

Soul AI says it's paused

You've used your included AI allowance or reached your monthly cap. See AI usage.

Calendar or Zoom isn't connecting

In Settings → Integrations, if a card shows Missing Permissions, click Reconnect and allow every permission. See Connect Google Calendar and Zoom.

Uploads fail or the page crashes

Use Chrome and close other tabs.
Keep the tab open until the upload finishes. Uploads don't continue in the background.
Compress very large videos first. Videos can be up to 10GB.
Portal images must be JPG, PNG, GIF or WebP, up to 20MB.

Video playback is choppy

This is a known issue with some uploaded recordings. Email support@bringsoul.life with the link to the item.

Common error messages

Message	Fix
Slug must be at least 3 characters	Portal addresses need 3–50 characters.
This URL is already taken	Choose a different address.
Please enter a valid URL	Include the full address, e.g. `https://…`.
Image is too large	Use a smaller image (20MB or less).
Maximum tiers reached (5)	Remove a tier, or switch to a pricing range.
Each tier needs a unique base price	Two membership tiers can't have the same price.
Could not save. The slug may already be taken.	Choose a different landing page slug.
Bundle sessions and group booking cannot be combined yet	Pick one for that session type.
Add at least one time slot…	Set availability for the session type.
Subscribe to use Soul AI	Start or renew your Soul subscription.

Still stuck?

Check Known limitations and workarounds.
Watch the how-to videos.
Book a 1:1 with Soul's community team.
Email support@bringsoul.life with a link to the page and a screenshot.