As with any software, bugs and malfunctions are bound to happen. You can help us stay on top of things by reporting your experience to our support staff. Just click the chat bubble in the bottom right corner to message us, and we'll get back to you as soon as possible.
Note: You may also be prompted to submit a crash report when an error occurs. Information submitted this way is helpful for our tech team, but if you desire a response from support, you'll need to message us directly.
Depending on the time or day, we may not be able to respond immediately. So, in the meantime, here are the most common troubleshooting tips recommended by our tech team:
First and foremost, make sure you're using Chrome on a desktop computer (or download the app) If you're encountering errors on a mobile browser or Safari in any form, that is the most likely culprit.
Make sure your browser and/or device is fully up to date.
Click this link: https://www.chapterly.com/cleanup to clear your Chapterly cache and any local bugs that may be causing the issue. It will force a log-out, but you will not lose data.
Clear your cache through your browser settings
Disable any ad or pop-up blockers
Try switching your browser to private/incognito mode
If none of the above techniques resolve your issue, contact the support staff for more help. Please provide as much information as possible about your experience in order to expedite the process. We'll need to know:
What were you attempting to do when the error occurred? (entering or deleting text, copy-pasting, using the AI tool, etc.)
What part of your account were you working in at the time? (which book, chapter, note, etc.)
What kind of device and browser were you using when the error occurred?
Were you working in multiple tabs, windows, or devices?
Anything else you believe may be relevant.
If the error code is a long series of numbers and letters, we don't need it, However if it looks more like words, a screenshot may be helpful!
If this error occurred in relation to the Audience platform:
Please also upload a screenshot of the error message. This type of error looks similar to this:
Thank you for your patience!