Troubleshooting

Account & Billing Issues

Can’t access your account

Symptoms: You are redirected to login or cannot open Account.

Fixes:

1. Log in again. Sessions expire after several days.
2. Verify your email. Some account actions require a verified email address.
3. Use the same email you signed up with. Stripe billing and usage are tied to your Pounce account email.

Plan does not update after checkout

Symptoms: Stripe checkout succeeded, but Account still shows the old plan.

Fixes:

1. Wait 60 seconds for Stripe webhook delivery.
2. Refresh Account → Overview.
3. Contact support with the Stripe receipt email if it still has not updated.

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AI Not Responding

AI auto-reply stopped working

Symptoms: Leads come in but no AI responses are generated.

Fixes:

1. Check your plan limit. Free includes 50 AI replies/month. Starter includes 500. Growth includes 2,000. Check usage in Account → Overview.
2. Check outbound email. Go to Account → Email and make sure your sender is configured.
3. Check the lead details. If the lead was saved but no reply was sent, contact support with the lead timestamp.

AI responses are slow

Symptoms: Leads get responses, but it takes minutes instead of seconds.

Fixes:

1. Wait a minute and refresh. Temporary provider delays can happen.
2. Check your lead details. Very short or unclear messages may need a human reply.
3. Contact support if replies are consistently slow.

AI not responding to some leads

Symptoms: Some form submissions do not get AI responses.

Fixes:

1. Intent filtering. Pounce may skip spam, newsletters, auto-replies, and non-genuine inquiries.
2. Usage limit. If the account has hit its monthly AI reply cap, the lead is still captured but no automatic reply is sent.
3. Outbound sender failure. If the reply drafted but did not send, check Account → Email.

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Form Submission Issues

”Form not found” error

Symptoms: Visitors see an error when submitting a lead form.

Fixes:

1. Check the form slug. The embed URL should look like https://www.pouncefirst.com/forms/my-form/embed.js.
2. Check the form is active. Go to Account → Forms.
3. Check allowed domain. If you set an allowed domain, the page submitting the form must match it.

Form submissions not creating leads

Symptoms: Form appears to submit successfully but no leads appear in the dashboard.

Fixes:

1. Check browser console for errors. Open DevTools → Console. Look for red errors.
2. Check allowed domain. If the form is locked to a domain, submissions must come from that website.
3. Contact support with the form URL and approximate submission time.

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Email Issues

Resend emails not sending

Symptoms: No lead notification emails, no AI auto-reply emails.

Fixes:

1. Check your Resend API key. Go to Account → Email and replace the key if it was rotated.
2. Check your sender domain. The from address domain must be verified in Resend. Go to resend.com/domains and check DNS records.
3. Check DNS records. Your domain needs SPF, DKIM, and DMARC records configured. Resend provides these during domain setup.
4. Check spam folder. New domains have no sender reputation. Emails often land in spam initially.

Payment Issues

Stripe checkout not loading

Fixes:

1. Try again in a new browser tab.
2. Try disabling ad blockers. Some ad blockers interfere with Stripe checkout.
3. Contact support if checkout still will not open.

Subscription not activating after payment

Fixes:

1. Wait 60 seconds. Stripe webhook delivery can have a slight delay.
2. Refresh Account → Overview.
3. Contact support with your Stripe receipt email if the issue persists.

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Getting More Help

• Email: hello@pouncefirst.com
• Support page: pouncefirst.com/support

When contacting support, please include:

• The email address on your Pounce account
• The page or form URL where the issue happened
• Approximate time of the issue
• Steps you’ve already tried