Troubleshooting and support

Start with the symptom below. If you still need help, email help@wedding.computer with the screen you were using, what you expected, what happened, and the approximate time.

Include the visible error text and your browser/device. Remove client details from screenshots where they are unnecessary. Never send sign-in links, integration tokens, card details, or private media/RSVP links.

Sign-in link missing or expired

Check that you used your account’s email address, then check spam. Wait for the request cooldown before asking for another link. Sign-in links expire after 15 minutes and can be used once; follow the browser’s continuation step. Use a registered passkey if available. See Account security.

Some new public vendor accounts require review before they can send email. If your business is pending or rejected, contact support to resolve that status. Buying Pro does not itself clear a verification hold.

Invitation or business missing

Sign in with the invited address. Wedding invitations and business-manager invitations have different scopes. Business invitations appear under Your profile → Businesses you can access and must be accepted before access starts. Ask the inviter to check whether access was removed. See Business access or Work with your wedding team.

A feature opens an upgrade screen

Check Working as first: access follows the selected business. Free vendor accounts collaborate in invited weddings. Pro enables business tools; AI writing, MCP, and automated workflows require the AI subscription, and audio/video sending requires the media add-on. Business owners manage purchases. See Plans.

Social Content Bail is currently paused; its setup screen is unavailable. See its availability notice.

Booking or date change is stuck

Check whether the booking is requested, waiting for vendor acceptance, or waiting for its booking fee. A saved form and signed contract do not prove payment. Review the invoice and Stripe payment record before retrying a card payment; for a transfer, ask the vendor to record it after receiving it.

A date proposal keeps the old dates until the required responses and amendments are complete. The couple then applies the approved change. Check each vendor response, or withdraw the proposal if the couple wants to retain the existing dates. See Booking status and Date changes.

Email or follow-ups are missing

Check the inbox or form’s Submissions list first. Saving a response and delivering an email are separate events. Review the recipient, configured reply action, and subscription.

Follow-ups start only for eligible new conversations after a personal reply from Wedding Computer. They wait when the client’s message is the latest reply and stop when the lead is booked/closed, unsubscribes, or another stop condition applies. Review Enquiries in follow-up for the next step and stop reason. See Enquiry follow-ups.

Media is uploading, processing, or failed

Return to Video emails or Audio notes. Check the draft’s state before creating a second message. Allow camera/microphone access, use a supported file within the displayed limits, and retry an existing failed draft while it is available. Unsent drafts expire after 25 hours. See Video emails and Audio notes.

Calendar or contact connection is stale

First check the record in Wedding Computer. Scoped calendar and contact connections are read-only: edits made in a connected app will not update the CRM. Refresh the subscribed account in that app; its provider controls refresh timing. If you revoked or replaced credentials, reconnect using the new connection details. See Calendar and connections.

For competing Obsidian/file edits, use Storage conflicts instead of repeatedly overwriting a file.

Import failed or skipped rows

Open Setup → Import → Import history and review the row results. Correct mapping, dates, and required fields before retrying failed rows. Duplicate skips are different from failures; check for an existing contact before adding another. If workspace creation was skipped, check Pro access and the row’s eligibility. See Importing contacts.

Export is incomplete or recovery is refused

A download starting does not mean it finished. Keep the browser download error if it fails. For an archive, inspect its manifest and any export warnings before relying on it as a complete copy.

Archive recovery accepts only the supported format and eligible contacts; weddings, invoices, and settings are not restored by that narrow recovery tool. Use the original unmodified ZIP and review the preview’s reasons. See Data export checks and archive recovery.