Troubleshooting
Common issues and solutions
Whitelist Access Issues
Problem: Access Request Not Received
Symptoms: No confirmation email after submitting whitelist request
Solutions to Try:
- Check your spam/junk folder
- Verify you entered correct email address
- Wait at least 24 hours for review
- Contact [email protected] after 48 hours
Problem: Request Rejected
Symptoms: Received rejection email
Solutions:
- Read the rejection reason carefully in the email
- Provide more detailed explanation of your testing interest
- Submit a new request with additional information
- Explain specific features you want to test
Wallet Connection Problems
MetaMask Not Appearing
Solutions:
- Verify MetaMask is installed (check browser extensions)
- Click the MetaMask extension icon in your browser toolbar
- Refresh the website
- Clear browser cache and cookies
- Try a different browser
- Restart your browser
Connection Request Not Appearing
Solutions:
- Check if pop-ups are blocked by your browser
- Look for MetaMask notification window behind other windows
- Close and reopen MetaMask extension
- Disconnect wallet from site, then reconnect
- Refresh the page and try again
Wrong Network Error
Important: SempreID works with your wallet address regardless of which network is active. You do NOT need to configure specific networks or add custom settings. Simply connect your wallet and the platform handles everything automatically.
Email Verification Issues
Problem: Email Not Received
Symptoms: Didn't receive 6-digit code after requesting Level 1 upgrade
Solutions:
- Wait 5-10 minutes (email can be delayed)
- Check spam/junk folder thoroughly
- Verify email address was entered correctly
- Request a new verification code
- Try a different email address
Problem: Verification Code Rejected
Symptoms: Code entered but not accepted
Solutions:
- Enter code exactly as received (case-sensitive)
- Check if code has expired (valid 15 minutes)
- Request new code if expired
- Copy and paste code to avoid typos
- Ensure no extra spaces before/after code
Upgrade Request Issues
Request Stuck Pending
Symptoms: Upgrade request shows "Pending" for extended time
Expected Behavior:
- Normal review time: 24-48 business hours
- Weekends and holidays extend this timeframe
- Check email for approval/rejection notifications
When to Contact Support:
- After 72 hours with no response
- If urgent access is needed
- Email: [email protected]
- Include: Wallet address and ticket number
Upgrade Not Showing After Approval
Symptoms: Received approval email but level hasn't changed
Solutions:
- Refresh your profile page (hard refresh: Ctrl+Shift+R or Cmd+Shift+R)
- Clear browser cache completely and reload
- Disconnect wallet and reconnect
- Verify admin dashboard shows "Approved" status
- Contact support if still not showing after 1 hour
SempreID Creation Issues
Problem: Minting Takes Too Long
Symptoms: Stuck on "Processing" screen for extended time
Expected Behavior:
- Typical minting: Minutes during business hours
- Outside business hours: May take longer
- Page updates automatically when complete
What to Do:
- Keep browser tab open
- Don't refresh the page
- Wait for automatic update
- If over 1 hour, contact support
Problem: Already Have SempreID Message
Symptoms: Platform says wallet already has SempreID but you don't see it
Solutions:
- Refresh the page
- Click "Profile" in navigation
- Your SempreID should be visible
- If still not showing, clear cache and reconnect wallet
General Troubleshooting Tips
Clear Browser Cache
Many issues resolve by clearing cache. Ctrl+Shift+Delete (or Cmd+Shift+Delete) to open cache clearing menu.
Hard Refresh
Force browser to reload: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
Try Different Browser
Test with Chrome, Edge, Brave, or Firefox. Some issues are browser-specific.
Check Browser Console
Press F12 to open developer tools. Console tab may show helpful error messages.
Getting More Help
If your issue isn't resolved by these troubleshooting steps:
Contact Support
Email: [email protected]
Include in Your Message:
- Your wallet address
- Detailed description of the problem
- What you've already tried
- Screenshots if relevant (no sensitive information)
- Ticket number (if applicable)
- Browser and operating system
Response Times
- Whitelist requests: 24-48 hours
- Upgrade requests: 24-48 hours
- Technical support: 12-24 hours
- Security issues: Priority response
Additional Resources
- Platform: https://sempreid.copyrightchains.com
- Help Center: https://help.copyrightchains.com/sempreid
- Documentation: All guides in docs tab