> ## Documentation Index
> Fetch the complete documentation index at: https://reseller-docs.gfxtoolz.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> The things that actually go wrong, and how to fix them.

## Seat assignment refused

<AccordionGroup>
  <Accordion title="Insufficient wallet balance">
    The most common one. Top up — minimum **₹5,000 / \$70** — and try again. Nothing was charged and nothing changed. See [Wallet](/panel/wallet).
  </Accordion>

  <Accordion title="“User already has an active seat”">
    A customer holds one main plan at a time. Assigning the **same** plan extends them by 30 days; assigning a **different** one is refused until the current seat expires or you remove it.
  </Accordion>

  <Accordion title="“Already has a subscription”">
    The account holds a plan bought directly or through another panel. A seat cannot replace it — this stops you paying for access they already have.
  </Accordion>

  <Accordion title="Nothing happens at all">
    Check whether your panel is in **maintenance mode**. All changes are blocked while it is on.
  </Accordion>
</AccordionGroup>

## Domain will not verify

<AccordionGroup>
  <Accordion title="You have not waited long enough">
    DNS propagation takes minutes to hours. **Refresh** re-checks; it does not speed anything up.
  </Accordion>

  <Accordion title="The record is proxied">
    Cloudflare's orange cloud hides it from verification. Set the record to **DNS-only** until the domain is active.
  </Accordion>

  <Accordion title="The record name is wrong">
    For `app.yourbrand.com` most providers want just `app` in the name field. Entering the full address creates `app.yourbrand.com.yourbrand.com`.
  </Accordion>

  <Accordion title="You used your bare domain">
    Use a subdomain. A bare domain cannot use the CNAME method — see [Custom domain](/customize/domain).
  </Accordion>

  <Accordion title="The check expired">
    A pending domain does not wait forever. If DNS was never added, remove the domain and add it again.
  </Accordion>
</AccordionGroup>

## Customers are not getting emails

<Steps>
  <Step title="Did you just enable SMTP?">
    Untested SMTP is the usual cause. Send a test from the **Email** page and check it arrives — including the spam folder. See [Email and SMTP](/customize/email).
  </Step>

  <Step title="Check SPF, DKIM and DMARC">
    Correct credentials get mail sent; correct DNS gets it delivered.
  </Step>

  <Step title="Use a temporary password instead">
    The reliable workaround, and what most resellers do anyway — set one in [Users](/panel/users) and send it over WhatsApp.
  </Step>
</Steps>

## “This address is not an active panel”

The address does not resolve to a live panel. Usually:

* The custom domain is still **verifying** or **provisioning**
* The domain was removed
* You typed the subdomain wrong

Your `yourname.gfxtoolz.ai` address always works, so use it to confirm the panel itself is fine.

## A customer cannot sign in

<AccordionGroup>
  <Accordion title="Forgotten password">
    Reset it yourself from [Users](/panel/users) — email a reset link, or set a temporary password if they cannot receive mail.
  </Accordion>

  <Accordion title="They signed in but see no tools">
    They have no seat. Adding a customer creates the account; a seat grants access.
  </Accordion>

  <Accordion title="Device limit reached">
    Check **Devices** in their drawer. Remove one, or use **Sign out** to clear them all.
  </Accordion>

  <Accordion title="They are using the wrong address">
    Customers sign in on **your** panel, not `reseller.gfxtoolz.ai`. That one is yours alone.
  </Accordion>
</AccordionGroup>

## A tool is broken

Check the **Status** page first. If it is genuinely down, report it with the tool name, the error, when it started and how many customers are affected — see [Support and downtime](/policies/support).

<Note>
  Tools usually break for every panel at once and are fixed centrally. One clear report is more useful than several.
</Note>

## My footer shows a link twice

You have a manual footer link pointing at a different URL from a published legal page. De-duplication matches on the **URL**, not the label. Point the manual link at the published path, or remove one — see [Footer](/customize/appearance/footer).

## My panel does not appear in Google

Check the indexing setting under [SEO](/customize/appearance/seo). Staying out of search is a sensible default for a private operation and the wrong one for a public business.