Troubleshooting
Find solutions to common issues or get help from our support team.
Quick Help
| Resource | Description |
|---|---|
| Common Issues | Solutions to frequently encountered problems |
| Status Page | status.olympuscloud.ai |
| Email Support | support@creatorsrevolution.ai |
| Live Chat | Available in Creator Studio (bottom right) |
Troubleshooting by Category
Account & Login Issues
| Issue | Quick Fix |
|---|---|
| Can't log in | Reset password via login page |
| 2FA not working | Use backup codes or contact support |
| Account locked | Wait 30 minutes or contact support |
| Email not verified | Check spam folder, resend verification |
Persona Issues
| Issue | Quick Fix |
|---|---|
| Persona not responding | Check if persona is published and active |
| Incorrect responses | Review and update training content |
| Voice sounds wrong | Re-record voice samples in quiet environment |
| Personality off | Adjust personality settings in Creator Studio |
Payment & Subscription Issues
| Issue | Quick Fix |
|---|---|
| Payment declined | Update payment method in billing settings |
| Subscription not active | Allow up to 24 hours for processing |
| Can't cancel subscription | Go to Settings > Billing > Cancel |
| Missing revenue | Payouts process on the 1st and 15th |
Technical Issues
| Issue | Quick Fix |
|---|---|
| Page won't load | Clear cache and try again |
| Audio not working | Check browser microphone permissions |
| Upload failing | Verify file size and format requirements |
| Slow performance | Try a different browser or device |
Before Contacting Support
Try these steps first:
- Refresh the page - Many issues resolve with a refresh
- Clear browser cache - Old cached data can cause problems
- Try a different browser - Rule out browser-specific issues
- Check your internet connection - Ensure you're connected
- Check the status page - There may be a known outage
- Review documentation - Your answer might be here
Contacting Support
Choose Your Channel
| Channel | Best For | Availability |
|---|---|---|
| Live Chat | Quick questions, account issues | 24/7 |
| Complex issues, attachments needed | 24/7 (response within 24h) | |
| Phone | Critical issues, billing disputes | Business hours |
| Community Forum | General questions, tips, discussions | Community-driven |
What to Include
When contacting support, provide:
- Account email - For account lookup
- Persona name - If the issue involves a specific persona
- Description - Clear explanation of the problem
- Steps to reproduce - What you did before the issue
- Screenshots or video - Visual evidence helps
- Browser and device - Chrome on Mac, Safari on iPhone, etc.
- Error messages - Exact text of any errors
Response Times
| Priority | Response Time | Examples |
|---|---|---|
| Critical | Within 2 hours | System down, can't access account, payment fraud |
| High | Within 4 hours | Persona not working, major feature broken |
| Standard | Within 24 hours | Feature requests, how-to questions |
| General | Within 48 hours | Feedback, suggestions |
Self-Service Tools
Account Management
- Password reset: Use "Forgot Password" on login page
- Email change: Settings > Account > Email
- 2FA setup/reset: Settings > Security > Two-Factor
- Delete account: Settings > Account > Delete (contact support for data export first)
Persona Management
- Pause persona: Creator Studio > Persona > Status > Pause
- Delete persona: Creator Studio > Persona > Settings > Delete
- Export data: Creator Studio > Persona > Settings > Export
Billing Management
- Update payment: Settings > Billing > Payment Method
- Download invoices: Settings > Billing > Invoices
- Change plan: Settings > Billing > Change Plan
- Cancel subscription: Settings > Billing > Cancel
Community Resources
| Resource | Description |
|---|---|
| Creator Forums | Ask questions, share tips, connect with other creators |
| Video Tutorials | Step-by-step guides for all features |
| Live Training | Weekly sessions with product experts |
| Creator Success Team | Dedicated support for Pro and Enterprise plans |
| Knowledge Base | Searchable articles and guides |
Before contacting support, check status.olympuscloud.ai for known outages. If there is an active incident, our team is already working on it and individual support tickets will receive slower responses.
Escalation
If you're not getting the help you need:
- Reply to your support ticket requesting escalation
- Email escalations@creatorsrevolution.ai with your ticket number
- Pro/Enterprise customers contact your dedicated success manager
FAQ
How do I know if there's a system outage?
Check our status page at status.olympuscloud.ai. Subscribe to get notifications about outages and maintenance.
Can I get a refund?
Refund eligibility depends on your plan and situation. Contact support within 14 days of purchase for refund requests.
How do I report a bug?
Use the "Report Bug" option in Creator Studio (Help menu) or email bugs@creatorsrevolution.ai with detailed reproduction steps.
Where can I request new features?
Submit feature requests through the Creator Forums or via the feedback option in Creator Studio. Popular requests are prioritized.
How do I get faster support?
The most common reason for slow support resolution is incomplete information. Always include your account email, screenshots of the error, steps to reproduce the issue, and your browser or device details in your initial message.
Upgrade to Pro or Enterprise for priority support. Include all relevant details in your first message to avoid back-and-forth.