Are you noticing something weird happening in your app? Here's the step-by-step process to follow to fix what's going on.
Troubleshooting on Your Own
There are certain errors and bugs that can show up in your app that can be caused by your browser. These are quick and easy fixes!
- Clear your browser cache.
- Make sure your third-party cookies are enabled. This is especially important for integrations like Surfer SEO and Copyleaks.
- Use a different browser. We recommend using Chrome.
- Disable your VPN if you're using one.
- Disable pop-up blockers.
- Turn off other extensions you have to see if any are inhibiting Jasper.
If none of this works to solve your issue, reach out to us at hey@jasper.ai.
Reaching Out to Support
When reaching out to hey@jasper.ai, we'll need you to include the following pieces of information:
- The browser you are using
- A video of what's happening (a Loom video or even a video taken on your phone)
- A description of what happened when you tried troubleshooting with those 6 steps above.
We know this can be frustrating, so we want to streamline this process to get you the quickest and best solution.
Specific Issues and How to Solve Them
Translation Extensions
Is your content disappearing right after it's generated? A translation extension will inhibit the language settings in the app. In your settings, you can change the default workspace language. When you're in the app, rely on that instead of your extension.
Language Settings
If you are trying to write in another language, but you keep getting English outputs, make sure that your default workspace language in your settings is correct.
If this isn't working, make sure that your prompts and all other words aren't in English. Any English word in the input will start to confuse Jasper and it most likely write in a hybrid of English and your language.
Pasting Content
If you're trying to paste your content in a document outside of Jasper and you're getting a box around the text, try special pasting. You can do this with ctrl/cmd + shift + v.
Using Jasper on an iPad or Mobile Phone
Make sure to check your browser settings AND device settings. Go to Settings --> Safari --> Scroll to Prevent Cross-Site Tracking --> Turn this Off. This should allow you to use Jasper on your iPad.
Surfer SEO
We made this Surfer Help Doc just for you.
Verification Codes
Not getting a verification email? First, check your spam! Verifications will come from verify@jasper.ai. Reach out to hey@jasper.ai for help if you still don't see it.
Error Messages
There are error messages that pop up because you need to reach out to support, and there are error messages that indicate that something is prohibiting the app from working. You can always check our status at https://status.jasper.ai/.
Here are messages you should reach out to hey@jasper.ai for:
- Account Under Review. This is usually an indication that something violates our Terms and Conditions. Our team will review your account and let you know the next steps.
- User Not Authorized to Perform Action. This usually means your account is paused. If you are the admin, reach out to support to unpause it.
Here are messages you should troubleshoot with our troubleshooting steps above.
- Websocket Error.
- Firebase Token ID.
- Whoops! Something went wrong.
- The Was A Problem Saving Your Changes. For this one, check your Internet connection - this is usually what prevents your changes from saving.
Once you've tried troubleshooting, reach out to hey@jasper.ai for help.