Troubleshooting

Common issues and their fixes. If your problem isn’t here, see the FAQ or contact support.

I cannot log in to my account. Try resetting your password using the “Forgot password” link. If you use Google login, make sure you are using the same account you signed up with.

I see “Token predates session enforcement — please sign in again”. You signed in before the ADR-151 session-persistence cutover. Sign in again and the new session is tracked server-side from that point on.

I see an unfamiliar device in Settings → Active sessions. Revoke the row immediately — the device is signed out within seconds. Then change your password and review your connected accounts. PhiWebs also treats refresh-token replay as a compromise signal: any presented refresh token whose hash points to an already-rotated row revokes the entire device’s session lineage automatically.

PhiCo & Receipt issues

PhiCo is not producing a Receipt. Check your remaining Φ grant for the month — PhiCo requires Φ to compose. If you are out, top up from World settings → Billing. Failed Receipts (rejected before accept) do not count against your grant; only accepted Receipts consume Φ.

The Receipt proposed a block that does not exist. This should not happen. PhiCo only composes from the live catalog. If you see an unknown block type, the live schema may be stale — reload the composer. Report it to support with the surface ID.

I accepted a Receipt but the surface looks wrong. Roll back: every accepted Receipt is an immutable snapshot. Open the surface history, pick the previous Receipt, and click Restore. The accepted Receipts before and after are diffable line by line.

Surface issues

My surface is not saving. Check your internet connection. PhiWebs requires an active connection to save changes. Try refreshing the page and making the changes again.

Changes are not appearing on the published surface. After accepting the Receipt, click Publish to deploy. Published surfaces may take a few minutes to update due to edge caching. If a change is missing, verify the Receipt was accepted — unaccepted Receipts never materialise.

Images are not loading. Ensure your images are under 10MB and in a supported format (JPG, PNG, GIF, WebP). Try re-uploading the image.

The PhiSo widget is not appearing on my published surface. PhiSo activates per plan: not available on Basic; Pro = 5,000 visitor Qs/month; Team = 15,000; Enterprise = unlimited. Verify your plan and check that the widget is enabled in World settings → AI.

PhiSo is giving wrong answers about my pricing or content. PhiSo reads the live Surface contract — it should reflect what is on the page. If answers are stale, the cache may be warming. Allow up to 5 minutes after publish. If the issue persists, the surface contract may not expose the field PhiSo is reading from; check the Surface view in DevTools.

Custom domain issues

My custom domain shows an error. Verify that DNS records are correctly configured. DNS changes can take up to 48 hours to propagate. Check that your CNAME record points to the correct PhiWebs address.

SSL certificate is not working. SSL certificates are provisioned automatically but may take up to 24 hours. Ensure your domain DNS is properly configured before the certificate can be issued.

Performance issues

The editor is slow or laggy. Try clearing your browser cache and disabling browser extensions. If the issue persists, try using a different browser or device.

My published surface loads slowly. Large images can slow down your surface. Optimize images before uploading and consider using fewer animations or complex blocks.

Still need help?

See the FAQ or contact support. We typically respond within 24 hours.