FAQ & troubleshooting

Quick answers and fix-it steps for the problems AuraCV users report most often. For full guides, follow the links in each section.

Account & login

I cannot sign in with Google

1. Allow pop-ups for auracv.net (OAuth opens a popup or redirect).
2. Try Chrome/Edge/Firefox or an incognito window to disable bad extensions.
3. Disable VPN or corporate proxy temporarily.
4. Ensure cookies are enabled for auracv.net.
5. If the button errors immediately every time, email support@auracv.net — OAuth may need attention on the server.

See Account & settings — Google OAuth.

I did not receive the verification email

1. Check spam/junk and Promotions tabs.
2. Wait 5–10 minutes — mail can be delayed.
3. Request a new verification link from the registration flow.
4. Confirm you typed the correct email (typo = no mail).
5. Corporate filters may block mail — try a personal Gmail/Outlook for testing.

Demo login does not work

Demo exists only on development/demo deployments. On production auracv.net, use Google or email registration.

Session keeps logging me out

• Enable cookies (not blocked for auracv.net).
• Avoid always-on private browsing if you want to stay logged in.
• VPN/firewall "SSL inspection" can break sessions — try another network.
• Session length is roughly 7 days per browser — normal re-login after that.

I have two accounts (Google + email)

Email support@auracv.net from the address you want to keep. Merging accounts is handled manually.

CV builder

Import missed sections or garbled text

Cause: PDF is scanned image, unusual layout, or non-English headings.

Fix:

1. Re-export source CV as text-based PDF or DOCX.
2. Use headings: Experience, Education, Skills.
3. Add missing sections manually in the builder.
4. Do not rely on import for photos or graphics.

See CV builder — Import.

PDF export looks wrong (cut off, overlaps, blank pages)

1. Open CV PDF viewer and preview.
2. Shorten long summary or experience blocks.
3. Try another template (narrow layouts break with long text).
4. Confirm AuraPro if export is Pro-gated.
5. Update browser and retry download.

Changes not saving

1. Confirm you are logged in (avatar/menu visible).
2. Refresh and reopen CV from My CVs.
3. Check network — offline edits may not sync.
4. Contact support@auracv.net with browser name and steps to reproduce.

Which template should I use?

See the table in CV builder. Free = 5 templates; AuraPro = 22.

AI features

"Upgrade required" or 403 error

Meaning: Free daily AI limit reached, or feature requires AuraPro.

Fix: Wait for reset (if only limit), or subscribe via Pricing / Subscriptions. AuraPro users: logout/login; if persists, email support with Paystack reference.

AI returns generic or empty results

• CV may be too short — add experience bullets and skills.
• Retry after a minute (service busy).
• Run Grade before Improve so the model has structure to analyze.

Match score seems low but job fits me

1. Copy keywords from the job ad into honest Skills/Experience lines.
2. Run Keyword check in AI Hub.
3. Re-run Match on that job.
4. Remember score is keyword overlap, not recruiter opinion.

AI suggested wrong dates or employers

Never accept factual changes without verification. AI can hallucinate. Edit manually in the builder.

Jobs & applications

No jobs showing

1. Refresh Job Board.
2. Clear filters; try both SA and International.
3. Try broader keywords ("developer" vs narrow stack).
4. Feeds refresh on a schedule — try again later.

Link to apply does not work

Listing may be expired. Search the company careers site or a similar role on the board.

Duplicate applications

1. Check Applications tracker before re-applying.
2. Review Auto-Apply history for recent automated applies.
3. Add notes on cards to remember follow-up dates.

Match score missing on a job

Some listings lack enough text for matching. Read the description manually.

AuraPro & payments

Paid but still on free plan

1. Wait 2–5 minutes after Paystack success page.
2. Log out and log in.
3. Open Subscriptions — confirm AuraPro active.
4. After 15+ minutes, email support@auracv.net with Paystack reference (from email/SMS).

Payment failed at checkout

• Try instant EFT or another card.
• Check bank fraud blocks / international limits.
• Do not double-pay if unsure — check bank SMS before retrying.

Cancel subscription

Settings or Subscriptions → Cancel. You keep Pro until the paid period ends, then revert to free plan limits.

Wrong currency on bank statement

AuraCV charges in ZAR. Your bank may show converted amount + fees on foreign cards.

Need invoice / receipt

Paystack sends receipts to checkout email. Forward to your finance team; AuraCV support can help locate references if needed.

Auto-Apply

Feature locked or menu missing

Requires active AuraPro. Verify Subscriptions, renew if expired.

No jobs matched on scan

1. Lower threshold slightly (e.g. 85% → 80%) — small steps only.
2. Broaden regions if you filtered too narrowly.
3. Add skills from missing-skills list on last scan.
4. Ensure selected CV matches the role type you're targeting.

Too many irrelevant applications

Raise threshold, use manual apply, narrow regions, improve CV summary to target one role family.

Applications not appearing in tracker

Add manually when apply happened on an external site only. Auto-Apply cannot track every employer portal.

Tokugawa (support chat)

Tokugawa is the in-app support assistant (bottom-right Tokugawa / help button on any page).

What Tokugawa can do

• Answer questions about AuraCV features using the official user guide (this documentation).
• Explain privacy, POPIA compliance, data security, and terms using the Privacy Policy and Terms & Conditions guides (not legal advice beyond what those docs state).
• Reason across topics — e.g. connect "paid" + "templates locked" to AuraPro activation steps.
• Suggest step-by-step fixes for troubleshooting.
• Point you to Help (/help) articles and related features.

What Tokugawa cannot do

• Access your private CV content unless you paste it in chat (avoid pasting sensitive data).
• Change billing, reset passwords, or delete accounts — email support@auracv.net.
• Provide legal, immigration, tax, or medical licensing advice.
• Invent prices, features, or policies not in the documentation.

How to get better answers from Tokugawa

• Be specific: "Import got education only" beats "import broken."
• Say your plan (free vs AuraPro) and what you already tried.
• One topic per message helps (billing vs CV import).
• For payments, mention Paystack and whether you received a reference email.

When to email support instead of Tokugawa

• Billing disputes, refunds, chargebacks
• Account deletion
• Paid but not Pro after 15+ minutes and relogin
• Security issues or OAuth down for everyone

Email: support@auracv.net

Contact support

Include in email:

• Registered email address
• Screenshots (blur personal ID numbers if any)
• Paystack reference for payment issues
• Browser (Chrome/Safari) and approximate time of error

Known limitations

• AI suggestions are not legal, immigration, or career coaching with licensed advisors.
• Job listings come from third-party feeds — AuraCV does not guarantee salary, availability, or non-fraudulent employers.
• Auto-Apply cannot apply on every employer portal; external apply + manual tracking is often required.
• CV scores and match scores are estimates, not guarantees.
• Import may fail on scanned PDFs and complex designs.
• Promotions may change AI limits temporarily without updating every help page instantly — Pricing page is authoritative for billing.

Still stuck?

1. Search Help for your topic.
2. Ask Tokugawa with specific symptoms.
3. Email support@auracv.net if money, account access, or data deletion is involved.