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Troubleshooting setup and activation issues

Updated

Overview

This guide helps you troubleshoot common issues during policy setup and activation. Follow these solutions to resolve problems and complete your setup successfully.

Common setup issues:

  • Employee .xlsx upload errors
  • Payment method problems
  • Browser compatibility issues
  • Session timeout problems

 

Employee .xlsx upload issues

Problem: "File format not supported" or "Invalid file type"

Solutions:

  1. Check file format:
    • Ensure file is xlsx format (.xlsx extension)
  2. Verify file structure:
    • Download the template from Soda
    • Use the exact template format provided
    • Don't modify column headers
    • Keep required columns in order
  3. Check file encoding:
    • Save as UTF-8 encoding
    • Avoid special characters in file name
    • Use standard ASCII characters

Problem: "Missing required fields" or "Invalid data"

Solutions:

  1. Check required fields:
    • Employee name (required)
    • Email address (required, must be valid format)
    • Date of birth (required, format: DD-MM-YYYY)
    • Gender (required: Male, Female, or Other)
  2. Verify data format:
    • Dates: Use DD-MM-YYYY format (e.g., 15-01-1990)
    • Email: Must be valid email format
    • No empty cells in required fields
    • Remove any special formatting
  3. Common data errors:
    • Date in wrong format (use DD-MM-YYYY, not MM-DD-YYYY)
    • Invalid email addresses
    • Empty required fields
    • Extra spaces in cells

Problem: "Duplicate employees found"

Solutions:

  1. Check for duplicates:
    • Review your CSV file for duplicate email addresses
    • Each employee must have unique email
    • Remove or update duplicate entries
  2. Verify employee list:
    • Check if employees were already added
    • Review existing employee list in dashboard
    • Update duplicates instead of adding new

Problem: "Missing plan name" or "Invalid plan name"

Solutions:

  1. Check your plan name:
    • Review your plan name (from previous step), and make sure the one in the spreadsheet matches your plan name 

 

Payment method issues

Problem: Credit card payment declined

Solutions:

  1. Check card details:
    • Verify card number is correct (16 digits)
    • Check expiry date (MM/YY format)
    • Verify CVV code (3 digits on back of card)
    • Ensure name matches card exactly
  2. Verify card acceptance:
    • Only Visa and Mastercard are accepted
    • Check if card is active and not expired
    • Ensure sufficient credit limit
    • Contact your bank if card is blocked
  3. Try alternatives:
    • Use a different card
    • Switch to bank transfer option
    • Contact support for assistance

Problem: "Payment method not accepted"

Solutions:

  1. Check card type:
    • Only Visa and Mastercard accepted
    • Debit cards with Visa/Mastercard logo are accepted
    • Corporate and personal cards both accepted
  2. Browser issues:
    • Clear browser cache and cookies
    • Try a different browser
    • Disable browser extensions temporarily
    • Ensure JavaScript is enabled
  3. Contact support:
    • If issue persists, contact support
    • Provide card type and error message
    • Consider bank transfer as alternative

Problem: Bank transfer verification delayed

Solutions:

  1. Verify transfer details:
    • Check you included the reference number
    • Verify transfer amount is correct
    • Confirm transfer was completed
    • Check bank transfer confirmation
  2. Upload proof:
    • Ensure proof of transfer is uploaded
    • Screenshot should be clear and readable
    • Include all transfer details in screenshot
    • Verify file format (JPG, PNG, PDF)
  3. Contact support:
    • If verification takes longer than 2 business days
    • Provide transfer confirmation details

    • Include reference number and transfer date

       

Browser compatibility issues

Problem: Setup page not loading correctly

Solutions:

  1. Use supported browsers:
    • Chrome (latest version) - Recommended
    • Firefox (latest version)
    • Safari (latest version)
    • Edge (latest version)
  2. Update browser:
    • Check for browser updates
    • Install latest version
    • Restart browser after update
  3. Browser settings:
    • Enable JavaScript
    • Allow cookies
    • Disable pop-up blockers
    • Clear cache and cookies

Problem: Features not working (buttons, forms, etc.)

Solutions:

  1. JavaScript issues:
    • Ensure JavaScript is enabled
    • Check browser console for errors
    • Disable browser extensions
    • Try incognito/private mode
  2. Browser extensions:
    • Disable ad blockers
    • Disable privacy extensions
    • Disable security extensions temporarily
    • Test in incognito mode
  3. Cache issues:
    • Clear browser cache
    • Clear cookies for Soda
    • Hard refresh (Ctrl+Shift+R or Cmd+Shift+R)

 

Session timeout issues

Problem: "Session expired" or logged out during setup

Solutions:

  1. Complete setup in one session:
    • Set aside 30-60 minutes for setup
    • Don't leave page idle for extended periods
    • Save progress if option available
  2. If session expires:
    • Log back in
    • Check if progress was saved
    • Resume from where you left off
    • Contact support if data is lost
  3. Prevent timeouts:
    • Keep browser tab active
    • Don't switch tabs for extended periods
    • Complete each step promptly

 

General troubleshooting steps

If issue persists:

  1. Basic checks:
    • Verify internet connection is stable
    • Check if Soda website is accessible
    • Try from different device or network
    • Check browser console for errors
  2. Clear browser data:
    • Clear cache
    • Clear cookies
    • Clear browser storage
    • Restart browser
  3. Try different browser:
    • Switch to Chrome (recommended)
    • Test if issue persists
    • If resolved, issue is browser-specific
  4. Contact support:
    • Provide detailed error description
    • Include screenshots of errors
    • Specify browser and version
    • List steps you've already tried

 

Common questions

Q: Why is my CSV file not uploading?
A: Check file format (must be xlsx ), verify required fields are filled, ensure dates are in DD-MM-YYYY format, and check file size (max 10 mb).

Q: My credit card payment was declined. What should I do?
A: Verify card details are correct, ensure card is Visa or Mastercard, check sufficient credit limit, and contact your bank if card is blocked. You can also try bank transfer as an alternative.

Q: The activation button is grayed out. Why?
A: Ensure all setup steps are completed: plan configured, employees uploaded, payment method added, and terms accepted. Refresh the page and check each step.

Q: The date picker isn't working. What can I do?
A: Clear browser cache, try a different browser (Chrome recommended), ensure JavaScript is enabled, and disable browser extensions. If still not working, contact support to set date manually.

Q: I got logged out during setup. Did I lose my progress?
A: Log back in and check if your progress was saved. Most setup steps are saved automatically. If data is lost, contact support for assistance.

Q: Which browser should I use for setup?
A: Chrome is recommended for best compatibility. Firefox, Safari, and Edge also work. Ensure you're using the latest version of your browser.

Q: Can I complete setup on mobile?
A: Setup is optimized for desktop browsers. While mobile may work, we recommend using a desktop or laptop for the best experience.

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