Troubleshooting & support

Question 1

What is the recovery screen?

Accepted Answer

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.

Question 2

Hard refresh sends me to the recovery screen. Why?

Accepted Answer

Usually a stale service worker or cached bundle. Open the Recovery screen, choose Clear cache and reload; if it repeats, contact support.

Question 3

I see an offline banner. What does it mean?

Accepted Answer

Your device lost the connection to our servers. Work in progress is preserved locally and syncs when the connection returns.

Question 4

The AI Coach is not responding. What now?

Accepted Answer

Check Settings, AI, Status. If the provider is healthy, refresh the session. If it persists, the Coach offers a Magic Fix in most cases.

Question 5

I keep seeing 'Something went wrong'. How do I debug?

Accepted Answer

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.

Question 6

My project page loads blank. What should I check?

Accepted Answer

Open the browser console — the most common cause is an extension blocking our scripts. Try an incognito window without extensions.

Question 7

Why do I keep getting logged out?

Accepted Answer

Either cookies are blocked or two browser tabs are signed in to different accounts. Sign out everywhere from Settings, Security, Active sessions.

Question 8

I see English text in another language. Why?

Accepted Answer

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.

Question 9

What is Magic Fix?

Accepted Answer

An automated repair for a detected misconfiguration. The Coach shows what will change and only proceeds with your confirmation.

Question 10

How do I contact support?

Accepted Answer

Click the question mark in the header, choose Contact support. Tickets include the recent recovery events automatically — no need to copy them.

Question 11

What is the support response time?

Accepted Answer

Starter: best effort. Builder: 24 business hours. Pro: 8 business hours. Enterprise: 1 hour with a 24/7 emergency contact.

Question 12

Where is the current platform status?

Accepted Answer

/trust/uptime shows the live status and the last 90 days of uptime. Subscribe via email or RSS to get incident updates.

Question 13

How do I report a bug?

Accepted Answer

Help, Report a bug attaches the current route, the last error and your locale to the ticket. Add steps to reproduce for fastest triage.

Question 14

How do I submit a feature request?

Accepted Answer

Help, Feature request. Each request is tagged and reviewed in our weekly product triage. Voting from other customers boosts priority.

Question 15

An import or upload failed. What now?

Accepted Answer

Open Details on the error. Common causes: unsupported format, file size limit or encoding. The error message lists the exact reason.

Question 16

My export job is stuck. What should I do?

Accepted Answer

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.

Question 17

How do I clear the Blanca's Builder cache?

Accepted Answer

From the Recovery screen choose Clear cache, or in your browser settings clear site data for blancasbuilder.com. You stay signed in.

Question 18

I have a billing issue — who do I contact?

Accepted Answer

Email billing@blancas-it.com. Include your workspace ID (Settings, Workspace) and the invoice number for fastest resolution.

Question 19

I suspect a security incident in my account. What do I do?

Accepted Answer

Sign out everywhere, rotate your password, then email security@blancas-it.com immediately. We will review audit logs with you.

Question 20

I think I lost data. Can it be recovered?

Accepted Answer

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.