Something isn’t working
I can't sign in to my admin
- Click Forgot your password? on the sign-in page: the link works for 1 hour, once.
- On Trinity Host, Manage my site in your client area signs you in without a password.
- Your admin is locked? A license invoice is late: pay it in your client area and the admin unlocks by itself.
My site shows the install page
The installation wasn't finished. Go back to your client area and finish it, or open a support ticket.
My site's emails go to spam
In Settings → Site and email → Send notifications from, use an address at your own domain (no-reply [at] yourdomain [dot] com). See also My email lands in spam.
I don't get my contact form messages
Check the main contact address and the tab addresses under Settings → Site and email, and look in your spam. Messages always stay in Messages.
A payment doesn't show in Orders
The Stripe webhook isn't connected right. Under Settings → Shop & payments, check the signing secret (whsec_…) and that the webhook address in Stripe is exactly the one shown. Test with your test key first.
A buyer can't download
They're on another device: they need to click the confirmation link they got by email. Or they hit their limit: open their order and click Reset downloads.
A post didn't go out on a platform
Open the News post: Shared on social media gives the reason and a Try again button. For Instagram, the post needs a cover image.
My MP3 is refused
Check the size (150 MB max for a preview, 500 MB for a file for sale). Save it again as a standard MP3 if needed.
A video doesn't finish uploading
Keep the page open until it says it's done. A dropped connection retries by itself. 2 GB max.
The update button doesn't work
Try again in a minute, or update from your client area (Services → your site → Update now).
Coach Trinity doesn't answer
Check your key under Settings → Coach Trinity (it starts with sk-ant-), your monthly budget, or your Trinity Dollars balance.
Still a problem?
Open a support ticket in your client area. Tell us your site's address, what you were trying to do and what happened (a screenshot helps). We answer in French and English.