Troubleshooting

Use these playbooks in order. Most issues are solved by context, role, or readiness checks.

Fast Triage Table

1. Page or Section Does Not Load

1. Refresh once.
2. Check whether requests are blocked by browser shields/extensions.
3. Try a clean browser profile or alternate browser.
4. Capture URL, UTC timestamp, screenshot, and visible error text.

2. Access Looks Wrong

1. Confirm active hub context.
2. Confirm role in that hub.
3. Confirm event staff permission for event-scoped actions.
4. Remember: privacy-by-default may return Not found instead of Forbidden.

If the issue is specifically an Android install warning or Play Protect block:

1. Confirm whether you are installing the browser PWA from Chrome or using the Android shell build.
2. Browser-installed Android PWAs may trigger device-policy or Play Protect prompts because the browser packages them as an Android app during installation.
3. If Chrome blocks the install, keep using the browser tab or switch to the Android shell build instead of retrying the same browser install flow.
4. Treat manifest/service-worker tweaks as secondary; these warnings are usually distribution-policy warnings, not missing-PWA-feature errors.

3. Ticket or Check-in Fails

1. Open ticket and verify current status.
2. Open required forms and verify all required items are signed.
3. If guests exist, verify guest forms are completed too.
4. Re-scan after readiness state updates.

4. Refund Behaviour Is Confusing

1. Confirm whether action is ticket-level or order-level.
2. In admin flows, open refund preview and read blocked reasons.
3. If partial, verify exactly which tickets were eligible and why others were excluded.

5. Push or Email Notifications Not Arriving

1. Confirm browser permission and push subscription health.
2. Run repair from Notification Delivery.
3. Confirm channel/topic preferences are enabled.
4. Check spam/quarantine for email.

6. Passkey or MFA Sign-in Problems

1. Confirm you are using https://app.hubbaly.com (exact domain matters for passkeys).
2. If this is an installed mobile web app (PWA), remove and reinstall it after major auth/branding changes.
3. On Android, enter email first on Login, then tap Sign in with passkey.
4. If multiple credential providers are installed (for example Google + Proton Pass), explicitly choose the provider that contains your Hubbaly passkey.
5. If passkey still fails, sign in with password and check Passkeys & MFA:
   • Confirm a passkey is listed,
   • Regenerate MFA backup codes if needed,
   • If an authenticator code fails, wait for the next 30-second code and try again,
   • Verify authenticator time is in sync on the device.

7. Waitlist Refund-Resale Offer Cannot Be Claimed

1. Confirm the offer window has not expired.
2. Confirm you are using the correct claim path for event access:
   • Member/private contexts require the matching signed-in account,
   • Public contexts require one-time offer claim token first.
3. Claim the offer before starting checkout.
4. If checkout says invalid claim, refresh the claim from the original link and retry.
5. If checkout says offer unavailable, the slot was already sold, expired, or moved to public fallback.
6. If issue persists, capture attempt ID, UTC timestamp, and response code for ops.

Escalation Template (Copy/Paste)

URL:
UTC timestamp:
User role:
Hub/Event/Ticket/Order context:
Expected behaviour:
Actual behaviour:
Error text:
Repro steps:
Screenshot/log evidence:

Strong escalation context shortens time to resolution.

For additional ready-to-send templates (refund clarification, ops handoff, event-day checklists), use Support Playbooks.

Related Guides

• Required Forms and Waivers
• Purchases and Refunds
• Roles and Permissions