# 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](./account-and-settings.md).

### 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](./cv-builder.md#import-from-file).

### 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](./cv-builder.md). 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](./privacy-and-popia.md) and [Terms & Conditions](./terms-and-conditions.md) 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

| Channel | Use for |
|---------|---------|
| **support@auracv.net** | Billing, deletion, bugs, paid-not-Pro |
| **Contact page** (`/contact`) | General enquiries |
| **Help** (`/help`) | Self-service guides |
| **Tokugawa** | How-to and troubleshooting from docs |

**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.