Troubleshooting

Find your problem by what you see and fix it yourself. Each symptom lists the likely causes, the fix and a link to the detailed guide.

Before you start: look at the site as a visitor

While you’re signed in to the panel, the site shows you editing tools and always renders pages fresh – a visitor sees something else. Before you hunt for a bug, open the manual in a private window. You’ll see exactly what a visitor sees.

Note the exact wording of the message the panel or the site showed. Most messages below are quoted word for word, so you can find yours by searching this page.
Check which language you’re working in. Each language of the manual has its own texts and page addresses.

A visitor doesn’t see my change

Likely cause	What to do
The change isn’t saved – the panel shows The current changes have not yet been saved.	Click Save. This also applies after an automatic translation or an import from the other language.
You edited a different language from the one the visitor is reading.	Switch the language in the panel’s top bar and make the change there too, or have it translated.
The section with the change is still a Draft, so it isn’t shown on the site.	Switch the section to Active – see Working with sections.
The visitor still has an older version of the page open.	Reloading the page is enough. Check the change yourself in a private window.

A page is missing or won’t open

Likely cause	What to do
The page has no card on the home page or in a group – its address works, but visitors can’t find it in the navigation.	Add a card for it – see Page order and visibility.
The page is locked, so the visitor sees a password or email field instead of the content – that’s expected.	Send them the password or add their company domain – see Lock a single page.
You changed the page address and the visitor has the old link.	Redirect the old address to the new one in Redirects – see Page address and redirects.
The page was deleted.	See Deleting and restoring a page.

Likely cause	What to do
You’re opening an address other than the panel.	The panel is at the manual’s address followed by `/panel`, for example `yourbrand.visualbook.pro/panel`. The Login portal can help too.
The password is wrong, or the account has no password.	Click Login via email and sign in with a one-time code.
Too many failed attempts – after ten failures within 15 minutes, the panel temporarily refuses sign-in, even with the correct details.	Wait 15 minutes and try again, ideally with a code from email.
Your session expired – after two hours of inactivity the panel signs you out.	Sign in again.
Your account doesn’t exist or was removed.	Ask the manual’s Admin to invite you – see Invite an editor.

Likely cause	What to do
You entered a different email from the one the account uses – for security reasons the panel always says the code was sent, even when no account has that address.	Check the exact address, for example `jana@company.com` instead of `jana.novak@company.com`.
The email ended up in spam or in a company quarantine.	Look for a message from `info@visualbook.pro` with the subject “Váš ověřovací kód” (your verification code). At work, ask IT to allow this address.
The code expired – a panel sign-in code is valid for five minutes.	Request a new one and always use the most recent code.
Email is temporarily unavailable – the code isn’t sent, even though the panel shows the field for entering it.	Try again shortly, or sign in with your password if you have one.

I forgot my password

On the sign-in screen, click Login via email and sign in with a code.
Open Your account, choose Change password and enter a new password. It must be at least 8 characters long.

Only the account owner can change the password – the manual’s Admin can’t set it for you.

I can’t edit a page because someone else is editing it

A colleague has unsaved changes on the page, so the panel locks the form and shows Unsaved changes by with their email. Ask them to save or discard their changes.

A file won’t upload

Likely cause	What to do
The field doesn’t accept this format – the panel says Invalid extension.	Upload the file in a format the field accepts – see the table below.
HTML, PHP and executable files can’t be uploaded for security reasons (You are not allowed to upload HTML files).	A custom HTML tool goes in as a page of its own – see Embeds and custom tools.
Storage is full – the message starts with The file cannot be uploaded and says how much the file would add, the storage limit and how much is used now.	Free up space in Files overview with Delete unused, or buy more capacity – see Files and storage.
You’re replacing a file with a different type, for example a PDF with a ZIP.	A replacement has to be the same type. Upload a different type as a new file.

The most common fields and the formats they accept:

Where you upload	Accepted formats
Logo (Logo page, Design)	SVG
Font	TTF, OTF, WOFF, WOFF2
Images in sections (gallery, carousel, image with text…)	JPG, PNG, WebP, SVG, GIF
Card image	JPG, PNG, WebP
Icons	SVG
Video	MP4, AVI, MOV, WMV, Lottie
Audio	MP3, WAV
Favicon (Design)	JPG, PNG, WebP

My SVG logo won’t upload

Likely cause	What to do
The SVG contains an embedded raster image – message: The logo SVG contains an embedded raster image.	Export the logo as real vector paths. Visualbook won’t accept a PNG wrapped in an SVG.
The file has its own clear space, an empty margin on all four sides – message: The uploaded logo contains a protection zone (empty space around the graphic).	Crop the artboard tightly to the artwork and upload again. You describe the clear space in the manual separately – see Logo usage rules.
You’re uploading a PNG, JPG or PDF.	The logo field only takes SVG. Visualbook prepares the download formats from it; CMYK PDF and EPS files for print go in separate fields – see Downloadable logo formats.

A font doesn’t display correctly on the site

Likely cause	What to do
The font file is in an unsupported format.	Upload TTF, OTF, WOFF or WOFF2.
The font lacks characters of the manual’s language, such as “ř” or “ł”.	In the font picker, check which character sets the family includes and which of the manual’s languages it covers.
You changed or deleted the Adobe Fonts Project ID, which empties the font fields.	Select the fonts again from the new project.
The Adobe Fonts web project doesn’t allow the manual’s address.	In Adobe Fonts, add the manual’s domain to the web project.

A translation is missing or didn’t take effect

Likely cause	What to do
You’re in the primary language – the panel says content can only be translated for secondary languages.	Switch to the second language and use Translate to … there.
The translation is done but not saved: Content translated – changes will take effect after you save.	Click Save.
The second language shows primary-language texts, because a newly added language gets a copy of the content as a base for translation.	Go through the Translation check tab on the panel’s home page – it lists pages and sections whose text matches the primary language.
Automatic translation doesn’t work at all.	In Settings → API, paste your own key into Automatic Translation with DeepL – it takes precedence over Visualbook’s internal key. Or contact support.

A visitor can’t get into a locked page or file

Likely cause	What to do
Incorrect password – usually after a password change, because an unlock only holds for the password that was valid at the time.	Send visitors the new password. After every change, even people who already had the page unlocked must enter it again.
This email is not allowed – the visitor’s domain isn’t on the allowed list.	Add their company domain or give them a password. Public mailbox domains such as gmail.com can’t be allowed.
The code didn’t arrive, or Verification code has expired.	Have the visitor request a new code and check spam. The message comes from `info@visualbook.pro`.
Too many attempts – protection against password guessing.	The visitor has to wait – the message says how many minutes.

A shared link has no preview or shows the old logo

Likely cause	What to do
The whole manual is behind an access password, so the social preview image is deliberately off – as are the sitemap and the public AI connector.	That protects the content. If you need the preview, don’t lock the whole manual – lock selected pages only.
The social network remembers an older preview.	The network picks up the new preview after a while. To refresh it right away, use the network’s own link-inspection tool.

My custom domain doesn’t work

Likely cause	What to do
The DNS change hasn’t propagated yet – it can take several hours.	Wait and keep testing the address in a private window.
The DNS record for your domain doesn’t match the instructions.	Compare it with the Custom domain guide. If you’re stuck, send support the domain and a screenshot of your DNS settings.

I can’t see Settings, Design or Users in the panel

You most likely have the Multibrand editor role. It only edits the brands an Admin assigns and has no access to Settings, Design, Users or Analytics. If you need them, ask the manual’s Admin for a different role – see Users and roles.

I can’t add another user

The message Maximum number of users reached means you’ve used up the editors included in your edition. The line at the top of Users shows how many you have and how many you may have, for example “User count: 5 of 5 available”. You have two options:

Remove an account nobody uses any more.
Buy an extra editor – you don’t have to change edition. The price is on the pricing page.

My AI agent won’t connect or can’t change anything

Likely cause	What to do
Sign-in through the AI connector isn’t switched on for your manual – the agent reports that sign-in is turned off.	Contact support and they will switch it on.
You didn’t allow editing when signing in, so the agent can only read.	Disconnect the agent, connect it again and allow writing on the consent screen.
You changed your password, which disconnects every AI tool on your account.	Connect them again. Your connections are listed in Your account → MCP connectors.
The agent is connected through the public connector (the address ends in `/mcp/public`).	The public connector is read-only. To edit, sign the agent in with your account – see Connecting Claude, ChatGPT and others.
The agent has the same rights as your account, so a multibrand editor can only edit their own brands through it.	This isn’t a bug. The agent never deletes pages or files – that stays with you in the panel.

My trial has expired

Instead of the manual you see The trial version of Visualbook has expired. Nothing is lost – all your edits stay saved and after activation you pick up where you left off. To activate, write to jiri.chlebus@visualbook.pro.

I don’t see the edit pencil on the site

The pencil only appears for a signed-in user, in the browser they used to sign in to the panel, and only on pages they may edit. It never shows in a private window.

The panel says the page type has no blueprint and the sections are gone

This is a rare kind of page damage – the content isn’t lost. Since version 6.1 Visualbook prevents it and cleans up leftovers from file uploads automatically.

If you still see the message, don’t delete or recreate the page – send its address to support.