Berrytap Troubleshooting: Solve Common Issues Quickly

1. Check your spam or junk folder — automated emails sometimes land there.
2. Wait a few minutes, then click Resend on the confirmation page.
3. Make sure you're entering the exact email address you registered with.
4. If the email still doesn't arrive after a few attempts, contact us via the in-app chat so we can check your account manually.

If you can't log in and the password reset email isn't working, contact Berrytap support with your registered email address. We'll verify your identity and help you regain access.

TOTP codes are time-based, so the most common cause is a clock that's slightly out of sync. Check that your device's date and time are set to update automatically. If the clock is correct, try one of your backup codes. If you no longer have your backup codes, contact support — we'll walk you through account recovery.

There are two things to check:

1. Plan — Only Growth and Scale communities appear in Discover. If you're on the Free plan, upgrade to be listed.
2. Visibility — Go to Dashboard > Settings > Visibility and confirm your community is set to Public. Unlisted and Private communities never appear in Discover. Changes may take a few minutes to propagate after you save.

You need an active membership to post and comment in a community. Check your membership status:

• If your status is suspended, you have an unpaid invoice. Pay it to restore access immediately.
• If your status is canceled, you'll need to rejoin the community.
• If your status shows active but you still can't post, contact support.

Open Dashboard > Members and find the member to check their status:

• Past due — their invoice is overdue and they're in the 7-day grace period. They still have access but should pay soon.
• Suspended — they've lost access due to non-payment. They need to pay their outstanding invoice to be reinstated.
• Canceled — their membership has ended. They'll need to rejoin and pay if the community is paid.

1. Go to Dashboard > Members and check their current membership status.
2. Check your wallet in Dashboard > Earnings to confirm the payment appears there.
3. If the payment is confirmed in your wallet but access still wasn't granted, contact support with the member's name and the transaction details so we can investigate.

Run through this checklist:

• 2FA enabled — Payouts require 2FA. Go to Account > Security to enable it if you haven't already.
• Available balance — Only funds that have passed the 7-day hold appear as Available. Pending funds can't be withdrawn yet.
• Bank account registered — Confirm your bank account details are saved in Dashboard > Settings.

If your community is set up for a country outside Mongolia, you're on Stripe Connect and Stripe pays you automatically on a schedule. There's no manual payout button in Berrytap for global creators. Log in to your Stripe dashboard to check your payout schedule and balance.

• Encoding in progress — After you upload a video, it takes a few minutes to process. Wait and then refresh the lesson page.
• Storage limit reached — If you've hit your plan's storage cap, new uploads may not process correctly. Check your usage in Dashboard > Settings > Billing.
• Lesson not published — Make sure the lesson is set to published, not draft, so the video is accessible.

Check these three things in your course settings:

1. Course published — The course itself must be published, not in draft mode.
2. Level gate — If the course has a required level, members below that level can see the course but can't open any lessons. Check the member's level in Dashboard > Members.
3. Paid course — If the course is set to Paid, the member must purchase it separately before they can access lessons, even if they're a paying community member.

You have two options:

• Free up space — Go to your course lessons and delete videos you no longer need. Deleting a lesson or replacing a video removes it from your storage count.
• Upgrade your plan — Move from Free (1 hr) to Growth (25 hrs) or Scale (unlimited) for more headroom.

Each plan has an attendee cap: 20 on Free, 200 on Growth, and unlimited on Scale. If you've hit the cap, new members can't join until someone else leaves. You as the creator can always join regardless of the cap. If you regularly hit your limit, consider upgrading your plan or switching large sessions to a Webinar format.

Live hours reset on the 1st of each calendar month — they don't carry over. Until then, you won't be able to start new live sessions. If you regularly run out of hours, upgrade your plan: Growth gives you 25 hours per month, and Scale gives you unlimited live hours.