FAQ Library
Troubleshooting & support
Common errors, the recovery screen, status page and contacting support.
- What is the recovery screen?A branded screen shown when the app hits an unexpected error. It offers Reload, Go home and Contact support actions instead of a generic technical crash.
- Hard refresh sends me to the recovery screen. Why?Usually a stale service worker or cached bundle. Open the Recovery screen, choose Clear cache and reload; if it repeats, contact support.
- I see an offline banner. What does it mean?Your device lost the connection to our servers. Work in progress is preserved locally and syncs when the connection returns.
- The AI Coach is not responding. What now?Check Settings, AI, Status. If the provider is healthy, refresh the session. If it persists, the Coach offers a Magic Fix in most cases.
- I keep seeing 'Something went wrong'. How do I debug?Click Show details on the error card to see the error code. Search /knowledge for the code or paste it to the Coach for a tailored fix.
- My project page loads blank. What should I check?Open the browser console — the most common cause is an extension blocking our scripts. Try an incognito window without extensions.
- Why do I keep getting logged out?Either cookies are blocked or two browser tabs are signed in to different accounts. Sign out everywhere from Settings, Security, Active sessions.
- I see English text in another language. Why?Blanca's Builder enforces zero fallbacks; if you spot one report it. We treat fallback English as a bug and ship a fix in the next deploy.
- What is Magic Fix?An automated repair for a detected misconfiguration. The Coach shows what will change and only proceeds with your confirmation.
- How do I contact support?Click the question mark in the header, choose Contact support. Tickets include the recent recovery events automatically — no need to copy them.
- What is the support response time?Starter: best effort. Builder: 24 business hours. Pro: 8 business hours. Enterprise: 1 hour with a 24/7 emergency contact.
- Where is the current platform status?/trust/uptime shows the live status and the last 90 days of uptime. Subscribe via email or RSS to get incident updates.
- How do I report a bug?Help, Report a bug attaches the current route, the last error and your locale to the ticket. Add steps to reproduce for fastest triage.
- How do I submit a feature request?Help, Feature request. Each request is tagged and reviewed in our weekly product triage. Voting from other customers boosts priority.
- An import or upload failed. What now?Open Details on the error. Common causes: unsupported format, file size limit or encoding. The error message lists the exact reason.
- My export job is stuck. What should I do?Exports usually finish in under five minutes. If yours is still running after an hour, cancel and start again. If it fails twice, contact support.
- How do I clear the Blanca's Builder cache?From the Recovery screen choose Clear cache, or in your browser settings clear site data for blancasbuilder.com. You stay signed in.
- I have a billing issue — who do I contact?Email billing@blancas-it.com. Include your workspace ID (Settings, Workspace) and the invoice number for fastest resolution.
- I suspect a security incident in my account. What do I do?Sign out everywhere, rotate your password, then email security@blancas-it.com immediately. We will review audit logs with you.
- I think I lost data. Can it be recovered?Most actions create snapshots. Open Project, History to roll back. If snapshots do not cover it, contact support within 14 days — backups go back 30 days.