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Troubleshooting

Common issues and their solutions.

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Wallet Connection Issues

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Wallet Won’t Connect

Symptoms: Clicking “Connect Wallet” does nothing or shows an error. Solutions:
  1. Check Browser Extension
    • Ensure MetaMask/Coinbase Wallet is installed
    • Make sure the extension is enabled
    • Try refreshing the page
  2. Check Network
    • Ensure you’re connected to Base Sepolia network
    • Switch networks in your wallet if needed
    • Add Base Sepolia manually if missing
  3. Clear Browser Cache
    • Clear cache and cookies
    • Try incognito/private mode
    • Disable browser extensions temporarily
  4. Try Different Browser
    • Some browsers have compatibility issues
    • Chrome and Firefox work best

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”Wrong Network” Error

Solution:
  1. Open your wallet
  2. Switch to Base Sepolia network
  3. If Base Sepolia isn’t listed, add it manually: 
    Network Name: Base Sepolia
RPC URL: https://sepolia.base.org
Chain ID: 84532
Currency Symbol: ETH
Block Explorer: https://sepolia.basescan.org

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Authentication Issues

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Email Not Received

Symptoms: Verification code email doesn’t arrive. Solutions:
  1. Check Spam Folder: Emails sometimes go to spam
  2. Wait 1-2 Minutes: Email delivery can be delayed
  3. Verify Email: Double-check you entered the correct address
  4. Check Domain: Ensure you’re using a professional email (not Gmail, Yahoo, etc.)
  5. Resend Code: Click “Resend Code” after 2 minutes

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”Invalid Email Domain” Error

Cause: You’re using a personal email (Gmail, Yahoo, etc.) Solution: Use a professional email address from your company or organization.

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Code Expired

Solution: Verification codes expire after 10 minutes. Click “Resend Code” to get a new one.

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Transaction Issues

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Transaction Failed

Symptoms: Transaction shows as failed or pending indefinitely. Solutions:
  1. Check Gas: Ensure you have enough ETH for gas fees
  2. Check Network: Verify you’re on Base Sepolia
  3. Increase Gas Limit: Try again with higher gas limit
  4. Wait and Retry: Sometimes network congestion causes delays

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”Insufficient Funds” Error

Solution:

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Transaction Stuck

Solution:
  1. Wait 5-10 minutes (network may be slow)
  2. Check transaction on BaseScan
  3. If still stuck, try again with higher gas

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Campaign Issues

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Campaign Not Appearing

Symptoms: Created campaign doesn’t show up. Solutions:
  1. Check Moderation Status: Campaigns must be approved first
  2. Wait 24-48 Hours: Moderation takes time
  3. Check MyWin Dashboard: View campaign status there
  4. Check Filters: Ensure Explorer filters aren’t hiding it

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Can’t Submit Campaign

Solutions:
  1. Check Required Fields: All required fields must be filled
  2. Check Wallet Connection: Ensure wallet is connected
  3. Check Balance: Ensure you have enough funds
  4. Refresh Page: Sometimes a refresh helps

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Completion Issues

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Can’t Upload Video

Solutions:
  1. Check File Size: Videos should be under 100MB
  2. Check Format: Supported formats: MP4, MOV, WebM
  3. Check Internet: Ensure stable internet connection
  4. Try Different Browser: Some browsers handle uploads better

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Completion Not Showing

Solutions:
  1. Check Moderation: Completions must be approved
  2. Wait for Processing: Video processing can take time
  3. Check MyWin Dashboard: View your completions there

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Reward Issues

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Rewards Not Received

Solutions:
  1. Check Status: Rewards are distributed after moderation
  2. Check Wallet: Ensure you’re using the correct wallet address
  3. Wait for Distribution:
    • Standard: After approval
    • Premium: After campaign ends
    • Moderator: After campaign ends
  4. Check MyWin Dashboard: View reward status

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Wrong Reward Amount

Solution: Contact support with:
  • Campaign ID
  • Your wallet address
  • Expected vs. received amount

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Moderation Issues

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Can’t Vote

Solutions:
  1. Check Stake: Ensure you’ve staked enough WINC tokens
  2. Check Eligibility: Some content requires specific criteria
  3. Refresh Page: Sometimes a refresh helps

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Votes Not Counting

Solutions:
  1. Wait for Sync: Votes may take time to sync
  2. Check Network: Ensure stable connection
  3. Contact Support: If issue persists

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Performance Issues

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Slow Loading

Solutions:
  1. Check Internet: Ensure stable connection
  2. Clear Cache: Clear browser cache and cookies
  3. Disable Extensions: Some extensions slow down sites
  4. Try Different Browser: Some browsers perform better

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Page Not Loading

Solutions:
  1. Refresh Page: Simple refresh often fixes it
  2. Check URL: Ensure you’re on winstory.io
  3. Check Status: Visit status page or social media for outages
  4. Try Incognito: Rule out extension conflicts

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Browser-Specific Issues

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Chrome Issues

  • Update Chrome to latest version
  • Disable conflicting extensions
  • Clear cache and cookies

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Firefox Issues

  • Update Firefox to latest version
  • Disable privacy extensions temporarily
  • Check if MetaMask works in Firefox

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Safari Issues

  • Safari has limited Web3 support
  • Use Chrome or Firefox for best experience
  • Or use Coinbase Wallet mobile app

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Still Having Issues?

If none of these solutions work:
  1. Check FAQ: FAQ
  2. Contact Support: Contact Us
  3. Discord: Join our Discord for community help

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Reporting Issues

When reporting issues, include:
  • Description: What happened
  • Steps to Reproduce: How to recreate the issue
  • Expected Behavior: What should have happened
  • Screenshots: Visual evidence
  • Browser/Wallet: Your setup details
  • Wallet Address: For account-specific issues