Troubleshooting

Use this guide for quick checks before escalating a case, then consult the module-specific guide. When documentation is insufficient, the assistant should say so and provide official support channels instead of inventing a solution.

PRO payment completed but the site is still Free

Confirm the payment is approved in the payment flow that was used.
Verify the purchase belongs to the same site you are opening: PRO is managed per site.
Refresh the dashboard and check status/expiration.
If it is still not activated, contact support with the payment reference and affected site.

Never send a full card number, password, 2FA code, or private key.

PRO expired

PRO first enters a 3-day grace period. Publishing restrictions can appear and CreaRápido branding can return. Renew the site to restore active status.

I cannot publish another Free site

A Free account can keep 1 free site published at a time. If another Free site is already published, review that site first or activate PRO where appropriate.

I saved changes but they are not visible publicly

Saving and publishing are different actions for visual Web Studio changes.

check for “unpublished changes”;
use Update site/Publish;
wait for the publish job to finish;
reload the public site;
when using a custom domain, also test the CreaRápido subdomain.

Custom domain shows 404

Make sure the site was published at least once before relying on the custom domain. Then inspect DNS/domain status.

Domain will not verify

verify domain spelling;
copy the exact CNAME values shown by the current panel;
remove conflicting DNS records when required by the DNS provider;
wait for propagation;
run Verify DNS again.

Propagation can take from minutes to several hours. SSL pending can mean DNS was detected while the certificate is still being issued.

Site works on the CreaRápido subdomain but not on the custom domain

This normally separates the issue: publishing works, while DNS, verification, or SSL needs attention. Check the Domains module before repeatedly republishing.

Form, booking, or order emails are missing

verify the recipient address;
check Spam/Promotions/Junk;
confirm the underlying submission/booking/order exists;
check monthly site email quota;
confirm the workflow that generates the email completed.

Current backend quotas are Free 50 emails/month/site and PRO 500 unless the site has a custom override.

Contact limit reached

Free: 20 contacts/leads;
PRO: 5,000.

Remove records that are genuinely unnecessary or change the site's plan. Do not describe PRO as unlimited CRM.

Storage limit reached

Free: 50 MB;
PRO: 5 GB.

Delete unnecessary media/captures or upgrade the site. Device/Event captures can also use storage.

Product is missing from the catalog

Check that the product belongs to the correct site, is active, is exposed by the relevant page/block, and that any necessary visual site changes were published.

Stock was not reduced

Check that the product is linked to inventory, checkout/order reached the expected state, the purchase did not fail/cancel, and stock was not manually changed during the transaction.

Checkout can reserve, confirm, or release stock depending on the flow.

Coupon does not work

Check exact code, active state, expiration, global usage limit, and that the coupon is percentage or fixed amount (the types currently enforced by checkout).

Do not assume minimum purchase, per-customer limits, or free-shipping behavior when the deployed checkout does not enforce them.

Customer payment stays pending

identify the gateway/provider configured for that store;
check test/live mode;
inspect the provider's payment status;
manual payments need manual verification;
electronic gateways depend on provider confirmation/webhooks.

Do not confuse this payment with PRO or AI Credits.

AI website generation failed

check the current job state before starting duplicate generations;
the first registered-account generation is free; later generations can use credits;
generation cost is configurable and should be read from the current UI;
supported flows contain refund logic for genuine failures after credits were charged; if the balance does not recover, contact support with the affected job.

Guest site disappeared

The guest flow is temporary and currently expires after about 24 hours. Create/claim the account when prompted to keep the project.

Translation is not visible

Saving a translation is not the same as publishing it. Check the selected language, confirm the translation exists, then update/publish the site after the change.

Cannot sign in

Check email/password and use password recovery when needed. Recovery links expire. If 2FA is enabled, the corresponding TOTP code is required.

Never send your password or 2FA code to support.

Password reset email did not arrive

Check Spam/Promotions and verify the email address. Request a new link when the previous one expired. The current reset token is valid for about 1 hour.

Lost access to the 2FA authenticator

Do not share TOTP codes or secrets. Contact official support to review the options available for the account. The assistant must not promise an undocumented recovery method.

Need a human from CreaRápido

Use the official channels listed in the Help Center. A WhatsApp number configured inside a customer's website belongs to that business and is not automatically CreaRápido support.

Assistant does not understand the question

Rephrase with the specific module/action, for example:

“my custom domain is still pending”;
“Wompi approved PRO but the site is still Free”;
“MercadoPago did not confirm an order”;
“I saved the design but it is not published”.

When documentation is still insufficient, the assistant should say it does not have the information and escalate instead of guessing.

Unknown message or missing feature

Do not assume an option exists because it appeared in old documentation or another platform. The deployed UI and current documentation are the reference. Screenshots, site name, and reproducible steps can help support investigate without sharing sensitive information.