When something goes wrong
Reading the app's error, empty, and offline messages, and what to try before contacting support.
Most of what looks like a fault is one of three things: you are offline, something is still loading, or you are not allowed to see it. Novagora tries to say which.
Empty is not broken
An empty list says what would be in it and what would fill it — a feed that is warming up, a Space with no articles yet, a calendar with nothing this week. That is a state, not a failure, and there is nothing to retry.
An empty list after filtering says so differently: it tells you nothing matches the filters, and offers to clear them. Clear them before concluding something is missing.
Something did not load
A section that failed says what it could not load and offers Try again. It fails on its own — one broken section does not take the rest of the page with it.
Some screens are deliberately partial rather than empty:
- Space analytics keeps the current totals when only the history is missing.
- A poll shows the last results it has if the newest tally will not load.
- Explore shows general recommendations when your personalised picks fail.
That is the design: as much of the truth as can be shown, and a clear note about the rest.
You are offline
See Working offline for the exact messages. In short: what was loaded stays readable, an action you took is queued, and pulling to refresh tells you it did not.
You are not allowed to see it
A refusal is a settled answer, not a temporary failure, and it has no Try again:
| What you see | What it means |
|---|---|
| Members only | Join the Space to see this |
| Only the Space owner and admins can change these settings | You are not a member of this Space; members below Admin see their own membership page instead |
| Member moderation required | Same, for the member tools |
| Space suspended | Novagora has suspended it; it cannot be changed |
| Not found (Post not found, Event not found, …) | It does not exist, or it is not available to you |
Not found is deliberately the same answer for both. Distinguishing them would let anyone confirm that a private thing exists.
Signing in
- Too many attempts. Ten failed attempts in a row lock the account for 15 minutes, and it unlocks by itself.
- Stuck on the verification screen. The email is not verified yet; open the link, or resend it.
- A verification, password-reset or new-address email never arrives. Check the spam folder first. Each address gets at most three emails of each of those kinds an hour and ten a day; past that nothing more is sent, even though the screen answers as usual. Wait an hour, then ask again. The links themselves work for one hour.
- Asked to accept a document. A legal document was updated. Read and accept it; see Terms and legal documents.
- Signed out unexpectedly. Someone changed the account password, or a session was revoked — check Devices and sessions.
Media
- Processing on a photo or an attachment means it is being prepared. It appears when it is ready.
- That picture couldn't be used means it was rejected. Pick a different one.
- A photo or video that will not load after a screen has been open for a long time usually needs the screen reopened (or the page reloaded), which fetches a fresh link.
Before you contact support
Have this ready — it is the difference between one message and five:
- Which surface: the iOS app, the Android app, or the web.
- What you did, and what you expected instead.
- The exact message on screen.
- Roughly when it happened.
Then use the Contact page. For content or conduct, use a report instead — it reaches moderation, which support does not.