Help
Solve common problems
Last reviewed: · MentorDrop
Start with the tool and account where the problem happens. When testing client access, use a separate client account: an administrator's view has different permissions.
Sign-in and access
| Problem | What to check |
|---|---|
| The code does not arrive | Check the address and spam folder. For a private space, verify active access in Users › Clients. The sign-in message intentionally does not disclose eligibility. Allow time before requesting another code. |
| A mentor is asked for a client code | Use the Studio password login. If the team email was entered in the client gate, check that mailbox for the Studio sign-in reminder. |
| A mentor cannot open a space | Add them to that space's mentor roster. A designated-client mentor or an event presenter is not automatically a member of every space. |
| A link works for me but not for a client | Check the exact space, the client's email, expiry and whether the content is published. Your admin account can see more. |
| An open-space visitor still cannot enter | Check whether their access was explicitly removed. Open entry does not override a removal. |
| A buyer has no access yet | Check payment confirmation in Offers › Sales and the email used at checkout. Opening a checkout is not a confirmed purchase. |
Q&A and recording
| Problem | What to check |
|---|---|
| The session is missing | Check Active session, the space's access and its mentor roster. Draft sessions are hidden from clients. |
| The form is closed | Check Accept submissions, the schedule and account time zone, and the client's submission and open-case limits. |
| There is no recording control | The initial form needs its own voice or file fields. Answers controls recordings and attachments in replies, separately for senders and mentors. |
| Microphone or camera fails | Allow the device in the browser and operating system and use HTTPS. Try the direct link outside the embedding platform; the host page can restrict recording permissions. Camera or screen video is available only where the recording option allows it. |
| A transcript is missing | Check transcription for that exact form field or reply, then credits and pending processing in Billing. An audio-only recording does not automatically get a transcript. |
| No similar answer appears | Check the session's answer mode and Knowledge Room sources. There must be an eligible, indexed answer that actually covers the submission; a room does not guarantee a match. |
| The client cannot write again | Check quick follow-up and later-follow-up settings. They are separate from the limit on new submissions. |
| A question about a piece does not reach the team | Check Questions on each piece in its library's Settings. With Automatic answer only it never does; with Automatic answer and, if that is not enough, the team it does when the person sends it on to the mentors or when nothing is found in the course, and it counts toward that library's limits. Once their support in that space has ended, they still get automatic answers, but nothing reaches the team (Offers). |
Library and Events
| Problem | What to check |
|---|---|
| A library is absent or locked | It must be attached to the client's space. Check its opening rule and any manual opening on their profile. Preview and team accounts see libraries open. |
| Upload is refused | Check file size, format and available storage in Billing. Video files can be up to 4 GB. |
| A video is still preparing | Wait for processing; a completed upload is not yet a playable video. If it reports failure, use the upload-again action. |
| Library search misses a video | Check whether the library's transcription is enabled and that video's transcript has finished. The search coverage count shows what is included. |
| A shared video stopped playing | Check whether its link is on, its expiry, account status and any Kit connection required by its email form. Space access does not override a public link's settings. |
| An event has no entry button | It must be published, accessible to that person and within the entry window: ten minutes before the start through the end. Check the displayed time zone. |
| Event reminders did not arrive | MentorDrop does not send registration confirmations or event reminders. Configure them in Kit using the event's tags. Without a list connected, or for registrations that did not reach the list, download them in Results. |
| An event recording is unavailable | Select a ready Library video for the right live date, then check who can watch the recording. |
Qualify and Articles
| Problem | What to check |
|---|---|
| A Qualify flow is not taking applications | Check draft/closed status, its end date, and daily or total limits. A closed flow can still let interviews already started finish. |
| An applicant is waiting for a result | Check processing and credits, then whether the application needs manual review. Open that flow's review queue. |
| An approved applicant did not receive an email | Check whether email was collected and approval emails were enabled. Their next-step button belongs in Outcome. |
| Personalization shows no relevant material | The selected Knowledge Room needs eligible public answers or transcribed videos that relate to the application. A personalized response is separate from its result. |
| Articles shows topics but no articles | Grouping a source does not write it. Request writing or raise Articles written each day in its settings; check credits and the transcripts of its answers and videos. |
| An article is ready but absent from my site | Check that it is shown and that a visible publication includes its source. Verify the publication's configured site address and installed code. |
| A rewritten article still shows its old text | The published version stays while a replacement is written or fails its check. Read the state on its article page. Published changes can take up to five minutes for new visitors. |
Embedding and billing
If the widget is empty, check that your editor kept the generated script and its target element. Try the direct link. Embedded sign-in can also be affected by browser storage restrictions. Articles uses its own publication code; it is not a space widget. See sharing and installation.
An exhausted credit balance and an ended subscription are different. Without credits, transcriptions, automatic answers, application assessment and articles stop while text work continues. An ended trial or subscription can make the account read-only; open Billing to check the exact state. Storage being full prevents uploads; it does not delete videos or stop existing playback on an active account.
Contact support
Write to hello [at] mentordrop.com with the affected page, what you tried, the time and time zone, and the visible message. A screenshot can help; leave out passwords, access tokens and client information that is not needed to explain the problem.