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Troubleshooting

Solutions to common issues you might encounter while using Genesis Fortune.

Account & Authentication Issues​

Can't Log In​

Problem: Login fails with "Invalid credentials" error

Solutions:

  1. Verify your email address is correct
  2. Check Caps Lock is off when typing password
  3. Click "Forgot Password?" to reset
  4. Try clearing browser cache and cookies
  5. Try a different browser or incognito mode

Still not working?

  • Ensure your account is verified (check email for verification link)
  • Account may be suspended (contact support)

Problem: Clicking verification link shows error or expired message

Solutions:

  1. Request a new verification link (click "Resend Verification Email")
  2. Ensure you're clicking the most recent link
  3. Links expire after 24 hours
  4. Copy and paste the full URL into your browser
  5. Check if you already verified (try logging in)

Google OAuth Sign-In Fails​

Problem: "Failed to sign in with Google" error

Solutions:

  1. Enable pop-ups for mygenesisfortune.com
  2. Clear browser cache and cookies
  3. Try incognito/private browsing mode
  4. Disable browser extensions temporarily
  5. Use a different browser
  6. Ensure you're using a valid Google account

Password Reset Not Working​

Problem: Reset link doesn't arrive or doesn't work

Solutions:

  1. Check spam/junk folder (wait 5-10 minutes)
  2. Verify email address is correct
  3. Request new reset link (wait 5 minutes between requests)
  4. Links expire in 1 hour
  5. Try adding noreply@mygenesisfortune.com to contacts

Property Search Issues​

AI Search Not Returning Results​

Problem: AI search says "No properties found" or shows errors

Solutions:

  1. Check usage limits: Go to Settings → Usage to see if you've exceeded monthly searches
  2. Broaden your search: Try less specific criteria
    • Instead of: "5BR villa with pool in Karen under 200k"
    • Try: "house in Karen"
  3. Check spelling: Verify location names are spelled correctly
  4. Try different phrasing:
    • Instead of: "cheap apartment"
    • Try: "apartment under 30000 per month"
  5. Clear your browser cache
  6. Wait a few minutes and try again

AI Search Uses Too Many Credits​

Problem: Running out of monthly AI searches quickly

Solutions:

  1. Each conversation thread counts as ONE search (follow-up questions don't count separately)
  2. Use manual filters for simple searches (doesn't count toward limit)
  3. Browse existing listings without AI (no limit)
  4. Upgrade to a higher plan for more searches:
    • Basic: 50 searches/month
    • MyGF 1.3: 200 searches/month
    • MyGF 3.2: Unlimited

Property Images Not Loading​

Problem: Property photos show broken image icons or don't load

Solutions:

  1. Check internet connection
  2. Refresh the page (Ctrl+F5 or Cmd+Shift+R)
  3. Clear browser cache
  4. Disable ad blockers temporarily
  5. Try a different browser
  6. Wait a few minutes (server may be slow)

If images still don't load, the property may have upload issues. Contact the agent or report the listing.

Lead & Communication Issues​

Not Receiving Lead Notifications​

Problem: Agents/landlords not getting notified of new leads

Solutions:

  1. Check notification settings:
    • Go to Settings → Notifications
    • Ensure "Lead Notifications" is enabled
    • Verify email/WhatsApp preferences
  2. Check spam/junk folder for notification emails
  3. Verify email address in your profile
  4. For WhatsApp: Ensure phone number is verified
  5. Check browser notification permissions

Lead Scoring Shows Zero or Incorrect Scores​

Problem: All leads show 0 points or scores seem wrong

Solutions:

  1. Check if lead scoring is enabled:
    • Go to Settings → Feature Flags
    • Enable "Lead Scoring"
  2. Lead scoring runs hourly: New leads may show 0 until next scoring cycle (wait up to 1 hour)
  3. Incomplete leads (missing budget/contact info) score lower
  4. Recent leads score higher on response time metric
  5. Contact support if scoring seems consistently wrong

Automated Follow-ups Not Sending​

Problem: High-scoring leads not receiving automated emails

Solutions:

  1. Check if feature is enabled:
    • Settings → Feature Flags → Lead Scoring
    • Enable "Auto Follow-up"
  2. Verify plan includes feature: Available on MyGF 1.3 and higher only
  3. Only leads scoring ≥60 receive auto follow-ups
  4. Follow-ups send every 6 hours: Be patient
  5. Check email sending limits: May be throttled if sending too many
  6. Verify sender email is not blacklisted (check with support)

Payment Issues​

M-Pesa Payment Failed​

Problem: "Payment failed" or "Transaction could not be completed"

Solutions:

  1. Check M-Pesa balance: Ensure sufficient funds
  2. Verify phone number: Must be a Kenyan M-Pesa number
  3. Check for M-Pesa prompt: Look for STK push on your phone
  4. Enter PIN quickly: Prompt expires after 60 seconds
  5. Try again in 5 minutes: May be temporary M-Pesa issue
  6. Check M-Pesa transaction status: Send "LIPA" to 234 via SMS
  7. Contact your mobile provider if M-Pesa is down

Transaction ID: Save your transaction ID for support inquiries

Payment Successful but Subscription Not Activated​

Problem: Paid for upgrade but still on old plan

Solutions:

  1. Wait 5 minutes: Activation may take a few minutes
  2. Refresh the page or log out and back in
  3. Check email for payment confirmation
  4. Go to Settings → Subscription to verify status
  5. Contact support with:
    • M-Pesa transaction ID
    • Phone number used
    • Amount paid
    • Screenshot of M-Pesa confirmation

Rent Payment Not Showing as Paid​

Problem: Tenant paid rent but landlord sees "Pending" status

Solutions:

  1. Wait 5-10 minutes for payment confirmation
  2. Verify payment went to correct number: Check with landlord
  3. Check M-Pesa transaction: Confirm payment was successful
  4. Refresh the page
  5. Log out and back in
  6. Contact support with M-Pesa transaction ID

WhatsApp Integration Issues​

WhatsApp Notifications Not Received​

Problem: Not getting WhatsApp messages despite enabled settings

Solutions:

  1. Verify plan: WhatsApp available on MyGF 1.3 and higher only
  2. Check phone number:
    • Go to Settings → Notifications → WhatsApp
    • Ensure number is verified (green checkmark)
    • Re-verify if needed
  3. Check WhatsApp is active: Must have WhatsApp installed and active
  4. Check for blocked numbers: Unblock +12763238588
  5. Hit daily limit: 250 messages/day on standard plan (wait until tomorrow)
  6. WhatsApp servers down: Try again later

Can't Verify WhatsApp Number​

Problem: OTP not received or verification fails

Solutions:

  1. Ensure correct format: +254XXXXXXXXX (Kenya)
  2. WhatsApp must be active on that number
  3. Request new OTP: Wait 2 minutes between requests
  4. Check WhatsApp is not blocked: Unblock business messages
  5. Try a different number if available

File Upload Issues​

Property Photos Won't Upload​

Problem: "Upload failed" or photos not appearing

Solutions:

  1. Check file size: Maximum 5MB per photo
  2. Check file format: JPG, PNG, WEBP only (no GIFs, BMPs)
  3. Compress large images: Use tools like TinyPNG
  4. Check internet connection: Upload requires stable connection
  5. Try one photo at a time: Batch uploads may fail
  6. Clear browser cache
  7. Try a different browser
  8. Disable browser extensions (ad blockers may interfere)

Recommended: Optimize images to 1920x1080 pixels, under 1MB each

Document Verification Upload Fails​

Problem: Can't upload license, ID, or property documents

Solutions:

  1. Check file size: Maximum 10MB per document
  2. Supported formats: PDF, JPG, PNG
  3. Scan clearly: Ensure document is readable
  4. Upload one document at a time
  5. Name files clearly: "Agent_License.pdf", "ID_Front.jpg"
  6. Try from desktop instead of mobile (better for PDFs)

Rent Reminder Issues​

Rent Reminders Not Sending​

Problem: Tenants not receiving automated rent reminders

Solutions:

  1. Check if feature is enabled:
    • Settings → Feature Flags → Rent Reminders
    • Toggle ON
  2. Verify tenant details:
    • Ensure tenant has valid email
    • Phone number for WhatsApp (if enabled)
    • Rent due date is set correctly
  3. Check reminder schedule: Reminders send at 9:00 AM (7, 3, 1 days before due)
  4. Verify notification channels: Email, WhatsApp, or Push must be enabled
  5. Check spam folders: Reminders may be filtered
  6. Tenant must have active account: Invite tenant to create account

Wrong Rent Amount in Reminders​

Problem: Reminders show incorrect rent amount

Solutions:

  1. Update tenant record:
    • Go to Tenants → Select Tenant → Edit
    • Update "Monthly Rent Amount"
    • Save changes
  2. Changes apply to next reminder: Current day's reminders already sent
  3. Verify currency: Should be in KSh

Report Generation Issues​

Financial Reports Not Generating​

Problem: "Report generation failed" or reports are empty

Solutions:

  1. Verify plan includes reports: Basic plan and higher
  2. Check date range: Must have data in selected period
  3. Ensure you have tenants/properties: Reports need data
  4. Record payments properly: Use the platform's payment system
  5. Try a different date range: Start with "Last Month"
  6. Wait a few minutes and try again
  7. Check browser console for errors (F12)

Excel Export Not Working​

Problem: Can't download Excel report or file is corrupted

Solutions:

  1. Allow pop-ups: Browser may be blocking download
  2. Check browser download settings: Ensure downloads are allowed
  3. Try a different browser: Excel generation works best in Chrome/Firefox
  4. Disable extensions: Ad blockers may interfere
  5. Clear browser cache
  6. Check disk space: Ensure you have storage available
  7. Try PDF export instead

Performance Issues​

Site Loading Slowly​

Problem: Pages take a long time to load

Solutions:

  1. Check internet connection: Run speed test
  2. Clear browser cache and cookies
  3. Close unnecessary browser tabs
  4. Disable browser extensions: Try incognito mode
  5. Try a different browser
  6. Check if issue is widespread: May be server maintenance
  7. Try during off-peak hours: Usually faster early morning

AI Search Very Slow​

Problem: AI responses take 30+ seconds

Solutions:

  1. Normal response time: AI searches take 5-15 seconds normally
  2. Complex queries take longer: Simplify your search
  3. Server load: Try again in a few minutes
  4. Check internet connection
  5. Reduce follow-up questions: Start new search instead

API Issues (For Developers)​

401 Unauthorized Error​

Problem: API requests failing with "Unauthorized"

Solutions:

  1. Check JWT token: Ensure it's valid and not expired
  2. Include Authorization header: Authorization: Bearer {token}
  3. Refresh token if expired: Use refresh token endpoint
  4. Verify API key (if using key-based auth)
  5. Check plan includes API access: MyGF 1.3 and higher

Rate Limit Exceeded​

Problem: "Too many requests" error (429)

Solutions:

  1. Check your plan's API limits
  2. Implement request throttling: Space out requests
  3. Use caching: Cache responses to reduce requests
  4. Upgrade plan for higher limits (MyGF 3.2 = unlimited)
  5. Wait for rate limit reset: Limits reset hourly

Full API documentation →

Mobile Issues​

Mobile Site Not Responsive​

Problem: Site doesn't display properly on mobile

Solutions:

  1. Use supported browsers: Chrome, Safari, Firefox mobile
  2. Update browser to latest version
  3. Clear mobile browser cache
  4. Rotate to landscape for complex views
  5. Zoom out if content is too large
  6. Use desktop mode as temporary workaround

Still Having Issues?​

If these solutions don't resolve your problem:

  1. Check our FAQ for more answers
  2. Email support: support@mygenesisfortune.com
    • Include screenshot of error
    • Describe steps to reproduce
    • Mention browser and device
    • Include account email
  3. WhatsApp support: +12763238588
  4. Check system status: status.mygenesisfortune.com (coming soon)

Response Times:

  • Free/Basic: 24-48 hours
  • MyGF 1.3: 12-24 hours
  • MyGF 3.2: 24/7 support, under 2 hour response

Most issues are resolved within 24 hours. We appreciate your patience!