Troubleshooting
Find solutions to common HolyQA issues and get help when you need it.
Quick Diagnostic
Troubleshooting Steps
- Identify your issue category below
- Try the suggested solutions
- Check for specific error messages
- Contact support if the issue persists
Website Integration Issues
Widget Doesn't Appear
- Verify the script URL is correct:
src="https://holyqa.com/widget.js" - Check that your church slug is correct in the embed code:
data-church-slug="your-church-slug" - Open browser console (F12) and check for JavaScript errors or loading failures
- Check if ad blockers are interfering with the widget script
- Ensure your website uses HTTPS (required for widget loading)
- Try clearing your browser cache and refreshing the page
Widget Appears But Doesn't Respond
- Check that you have uploaded and processed content
- Verify your account is active and within usage limits
- Test with a simple question about your church
- Check browser network tab for API errors
Origin Not Allowed Error
- Go to your dashboard's "Website Integration" tab
- Add your website URL to the "Allowed Website URLs" list (e.g.,
https://yourchurch.org) - Include both www and non-www versions if needed
- For subdomains, use wildcard patterns like
https://*.yourchurch.org - Wait a few seconds for changes to save automatically
Styling Conflicts
- Check for CSS conflicts with your website theme
- Try adjusting widget position settings
- Use custom CSS to override conflicting styles
- Test on different devices and browsers
Content Upload & Processing Issues
Upload Failures
If content uploads are failing or not completing successfully:
- Verify file format is supported (see Content Management documentation)
- Check that you haven't reached your sermon library limit
- Ensure stable internet connection during upload
- Avoid duplicate file names
- For large video files, use YouTube integration instead of direct file upload
Processing Delays
Once processing begins, content should complete within 1 minute. Items may remain in "Pending" status while waiting in queue.
Status Guide:
- Pending: Waiting in queue (may take a few minutes during high traffic)
- Processing: Active processing (should complete within 1 minute)
- Processed: Successfully completed and ready to use
If content remains in "Pending" for more than 5 minutes, try refreshing the page. If status doesn't change to "Processing" after refreshing, contact support.
YouTube Integration Problems
Issues with YouTube video or playlist uploads:
⚠️ Critical Requirement:
YouTube videos must have auto-generated captions enabled to extract transcripts. Videos without captions cannot be processed.
- Ensure YouTube videos are public or unlisted (not private)
- Verify the video has auto-generated captions available
- Check that the URL format is correct
- Ensure the video has clear audio for caption generation
- Try individual videos before adding entire playlists
AI Response Quality Issues
Inaccurate or Irrelevant Answers
If HolyQA is providing answers that don't match your church's teachings or are not relevant:
- Ensure you have sufficient high-quality content uploaded
- Verify content is relevant to the questions being asked
- Consider uploading more content on frequently asked topics
- Check that uploaded content has processed successfully
Missing or Incorrect Citations
If citations are not appearing or are pointing to the wrong content sources:
- Verify content has completed processing successfully
- Ensure YouTube videos are properly linked and accessible
- Contact support if citations consistently point to wrong content
Account & Billing Issues
Usage Limit Problems
- Sermon library capacity reached: Upgrade your plan, purchase a Sermon Boost add-on, or remove old content (capacity is cumulative, not monthly)
- Q&A credit limit exceeded: HolyQA continues working but overage charges may apply - consider upgrading
- Can't upload content: Check remaining sermon capacity in Billing & Usage tab
- Subscription expired: Renew your subscription to continue uploading content
Payment and Billing
- Payment failed: Update payment method through Stripe Customer Portal (accessible from Billing & Usage tab)
- Can't access features: Check subscription status - expired subscriptions block content uploads
- Billing questions: Review Account & Billing documentation or contact support
Dashboard Access
- Dashboard not loading: Check subscription status - expired subscriptions may limit access
- Features missing: Verify your subscription plan includes those features (see Account & Billing documentation)
- Authentication issues: Contact support for account access problems
Common Error Messages
Sermon library capacity reached
Cause: You've reached your plan's sermon limit
Solution: Upgrade your plan, purchase a Sermon Boost add-on (+200 sermons), or remove old content
File must be an audio format
Cause: Uploaded file is not a supported audio format
Solution: Convert to MP3, WAV, M4A, AAC, OGG, or FLAC format
Invalid image format
Cause: Logo upload file is not a supported image format
Solution: Use PNG, JPG, SVG, GIF, or WebP format (max 2MB)
Invalid church slug
Cause: Widget embed code contains incorrect church slug
Solution: Copy the correct embed code from your Website Integration tab
Email already registered
Cause: Attempting to register with an email that's already in use
Solution: Use a different email address or contact support if you believe this is an error
Duplicate file name errors
Cause: Attempting to upload a file with the same name as existing content
Solution: Rename your file before uploading or remove the existing file first
Performance Issues
Slow Response Times
- Normal response times are under 5 seconds - check your internet connection if slower
- Try asking simpler, more specific questions
- Complex questions requiring extensive content search may take longer
- Contact support if consistently slow (>10 seconds) responses
Widget Loading Issues
- Open browser console (F12) and check for JavaScript errors or script loading failures
- Verify embed code uses correct script URL:
/widget.js - Check if ad blockers are preventing widget script from loading
- Test on different browsers and devices to isolate the issue
- Ensure your website uses HTTPS (required for widget functionality)
Getting Additional Help
Before Contacting Support
- Note the specific error message (if any)
- Document when the issue occurs
- Try the issue on different browsers/devices
- Check your account status and usage limits
What to Include in Support Requests
- Your church name and account email
- Detailed description of the issue
- Steps you've already tried
- Screenshots or error messages
- Browser and device information
Need Help?
If you're experiencing issues or have questions, we're here to help.
Documentation
Check our troubleshooting guide for common solutions
When contacting support, please include your church name and a detailed description of the issue.