Troubleshooting Guide

This guide helps you diagnose and fix common issues with TapeAlert.

Webhook Issues

Webhook Not Receiving Events

If your webhook isn’t receiving events from Tape:

  1. Check Webhook URL: Verify you’ve copied the exact webhook URL to your Tape workflow settings
  2. Verify Webhook Status: Check if the webhook appears as “Verified” in your dashboard
  3. Test Tape Connection: Use the “Test” button in Tape to send a test event
  4. Check Tape API Key: Ensure your Tape API key is valid and has not expired
  5. Review Logs: Check the webhook logs to see if events are being received but failing to process

Verification Failures

If your webhook remains in “Pending Verification” status:

  1. API Key Permissions: Make sure your Tape API key has sufficient permissions
  2. Organization Match: Verify the API key belongs to the correct Tape organization
  3. Webhook Setup: Ensure the webhook is properly set up in Tape (correct URL format)
  4. Network Issues: Check if there are any network restrictions preventing communication

Notification Delivery Issues

Email Notifications Not Arriving

  1. Verification Status: Ensure email addresses are verified
  2. Spam Folders: Check spam/junk mail folders for the notifications
  3. Destination Configuration: Verify the email destination is properly configured
  4. Email Limits: Check if you’ve reached email sending limits for your plan
  5. Email Issues: Look at the notification logs to identify specific email delivery errors

Google Spaces/Microsoft Teams Issues

  1. Webhook URL: Verify the webhook URL is correctly copied from Google Spaces/Teams
  2. Permissions: Ensure the webhook has permission to post to the channel
  3. Channel Status: Check if the channel still exists and hasn’t been archived
  4. Format Issues: Some message formatting might not appear correctly in all platforms
  5. Authentication: Some organizations restrict external webhook integrations

Linear Integration Issues

  1. API Key: Verify your Linear API key is valid and has not expired
  2. Permissions: Ensure the API key has permission to create issues
  3. Team ID: Confirm the team ID is correct and the team still exists
  4. Issue Creation: Check notification logs for specific error messages

Account & Authentication Issues

Login Problems

  1. Email Address: Verify you’re using the correct email address
  2. Verification Code: Check if the verification code has expired (valid for 5 minutes)
  3. Spam Folder: Look in spam/junk folders for the verification email
  4. Browser Issues: Clear cookies or try a different browser
  5. Network Restrictions: Some networks might block authentication emails

Access Denied Issues

  1. Role Permissions: Verify you have the appropriate role (Admin/User) for the action
  2. Partner Access: Confirm you’re accessing the correct partner organization
  3. Session Expiry: Your session might have expired (sessions last 7 days)
  4. Account Status: Ensure your account hasn’t been suspended or removed

Billing & Plan Issues

Subscription Changes Not Applied

  1. Payment Status: Check if there were payment issues with your subscription
  2. Processing Time: Some subscription changes take time to process
  3. Plan Limits: Verify you haven’t exceeded the limits of your new plan
  4. Billing Cycle: Some changes only apply at the next billing cycle

Payment Method Issues

  1. Card Expiry: Check if your payment card has expired
  2. Billing Information: Verify your billing address and details are correct
  3. Bank Restrictions: Some banks may block recurring subscription payments
  4. Payment Provider: Ensure there are no issues with the payment provider

Organization Management Issues

Cannot Add New Organization

  1. Plan Limits: Check if you’ve reached the organization limit for your plan
  2. API Key: Verify you’re using a valid Tape API key
  3. Permissions: Ensure you have admin permissions to add organizations
  4. Duplicate Check: The organization might already be added to your account

Technical Issues

Dashboard Not Loading Correctly

  1. Browser Cache: Try clearing your browser cache and reloading
  2. Browser Compatibility: Ensure you’re using a supported browser
  3. JavaScript Errors: Check your browser’s console for specific errors
  4. Network Issues: Verify your network connection is stable

API Request Failures

  1. Rate Limits: Check if you’ve hit API rate limits
  2. Authentication: Ensure your authentication token is valid
  3. Request Format: Verify your API requests are properly formatted
  4. Server Status: Check if there are any ongoing service disruptions

Still Need Help?

If you’re still experiencing issues after trying these troubleshooting steps, please use the contact form linked in the footer of this page 👇