--- title: Troubleshooting description: Fixes for the issues Luminaries run into most often. audience: luminary feature: troubleshooting type: troubleshooting availability: live last_verified: '2026-10-13' keywords: - troubleshooting - not working - error message - bug - fix - dashboard locked - upload failed - domain not working url: 'https://help.bringsoul.life/luminaries/troubleshooting' --- # Troubleshooting > Fixes for the issues Luminaries run into most often. ## Something I published isn't on my portal Turn on its section in [My Portal → Design](https://portal.bringsoul.life/portal) → 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](https://help.bringsoul.life/luminaries/settings/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](mailto:support@bringsoul.life). ## A share button gives an empty link Your portal address isn't set yet. Set it in [Portal Settings](https://help.bringsoul.life/luminaries/settings/portal-settings). ## A promo code doesn't work 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. ## I deactivated a promo code but it's back on 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](https://help.bringsoul.life/luminaries/business/stripe-and-payouts). ## 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](https://help.bringsoul.life/luminaries/settings/refund-policy) or the offering's override. | | A pending refund request | Answer it in [Business → Refund Requests](https://portal.bringsoul.life/refund-requests) instead. | | Insufficient Stripe account balance | Click Top up and retry refund. | See [Refund a member](https://help.bringsoul.life/luminaries/business/refunds). ## My custom domain isn't working See the troubleshooting section of [Use your own domain](https://help.bringsoul.life/luminaries/portal/custom-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](https://help.bringsoul.life/luminaries/settings/ai-usage). ## Calendar or Zoom isn't connecting In [Settings → Integrations](https://portal.bringsoul.life/settings/integrations), if a card shows Missing Permissions, click Reconnect and allow every permission. See [Connect Google Calendar and Zoom](https://help.bringsoul.life/luminaries/settings/integrations). ## 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](mailto: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](https://help.bringsoul.life/luminaries/settings/soul-subscription). | ## Still stuck? - Check [Known limitations and workarounds](https://help.bringsoul.life/luminaries/known-limitations). - Watch the [how-to videos](https://bringsoul.life/portal/soul/collections). - Book a [1:1 with Soul's community team](https://bringsoul.life/portal/soul/sessions/569b0b72-c3ea-4a45-8592-702eb024c139). - Email [support@bringsoul.life](mailto:support@bringsoul.life) with a link to the page and a screenshot.