# Common Issues & Solutions

### Overview

This troubleshooting guide covers the most common issues users encounter and how to resolve them.

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### AI Report Not Generating

#### Symptoms

* Clicking "Generate Report" shows loading indefinitely
* Error message appears after attempting to generate
* Report page shows blank results

#### Solutions

**1. Check your monthly limits**

* Navigate to Profile or Subscription page
* Verify you have remaining AI reports
* Limits reset on the 1st of each month

**2. Verify all required fields**

* Ensure Target Role is filled in
* Check that at least some skills are selected
* Confirm Experience Level is selected

**3. Try a different browser**

* Clear cache and cookies
* Try Chrome, Firefox, or Edge
* Disable browser extensions temporarily

**4. Check your internet connection**

* AI generation requires a stable connection
* Try refreshing the page

**If none of these work:** Contact support via the chat widget.

***

### Download Problems

#### Resume won't download

**PDF Download Issues:**

1. Check pop-up blocker settings—allow pop-ups from Skillmelo
2. Try right-clicking and "Save Link As"
3. Use a different browser
4. Clear browser cache

**DOCX Download Issues (Pro only):**

1. Verify you have an active Pro subscription
2. DOCX is only available on Pro—upgrade if needed
3. Check that Microsoft Word or compatible software is installed

#### Report won't export as PDF

1. Ensure you're on the Pro plan (PDF export is Pro-only for reports)
2. Check that the report fully loaded before attempting download
3. Try regenerating the report first

***

### Login Problems

#### Can't log in

**Forgot password:**

1. Click "Forgot Password" on the login page
2. Enter your email
3. Check inbox (and spam folder) for reset link
4. Click link and set a new password

**Google OAuth issues:**

1. Ensure you're using the correct Google account
2. Try clearing cookies and logging in again
3. Try regular email/password login if you set one up

**Account not found:**

1. Verify you're using the correct email
2. Check if you registered with Google OAuth vs email
3. Try both login methods

#### Session expired

* Simply log in again
* Sessions expire after 7 days of inactivity
* Enable "Remember me" for longer sessions

***

### Skills Not Importing

#### LinkedIn import fails

1. Ensure your LinkedIn export is in CSV format
2. Check the file isn't corrupted—try re-exporting
3. Verify the file contains skills data
4. Try a smaller file if it's very large

#### Resume parsing fails

1. Ensure your resume is PDF or DOCX format
2. Check the file size is under 5MB
3. Try a simpler formatted resume
4. Manually add skills if parsing repeatedly fails

***

### Dashboard Not Loading

#### Blank or stuck dashboard

1. **Hard refresh**: Press Ctrl+Shift+R (Cmd+Shift+R on Mac)
2. **Clear cache**: Clear browser cache and cookies
3. **Check console**: Open developer tools (F12) for error messages
4. **Try incognito**: Open in private/incognito window
5. **Internet connection**: Verify stable connection

#### Data not updating

* Changes may take a few seconds to reflect
* Try refreshing the page
* Log out and log back in

***

### Billing Issues

#### Payment failed

1. Check card details are correct
2. Ensure sufficient funds/credit
3. Contact your bank—they may have blocked the transaction
4. Try a different payment method

#### Charged twice

1. Check your statements—duplicate charges are rare
2. One charge may be a temporary authorization (will disappear)
3. Contact us with transaction details for investigation

#### Invoice not received

1. Check your spam/junk folder
2. Verify email address in your profile
3. Access invoices directly via Manage Billing → Stripe portal

***

### Still Need Help?

If your issue isn't listed here:

1. **Use the chat widget** (bottom right of dashboard) for real-time help
2. **Email us** at <support@Skillmelo.com>
3. **Include**: Your email, what you were trying to do, screenshots if possible

We typically respond within 24 hours (faster for Pro users!).

***

### Related Articles

* [How AI Impact Reports Work](/skillmelo-help-center/ai-features/readme.md)
* [Understanding Monthly Limits](/skillmelo-help-center/billing-and-subscription/understanding-monthly-limits-and-resets.md)
* [Free vs Pro Comparison](/skillmelo-help-center/billing-and-subscription/readme.md)


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