Troubleshooting Setup

Most of setup just works, but a few steps depend on things outside theStacc - your email inbox, your Google account, or whether your business is listed online. This guide walks through the snags people hit most and how to clear them quickly.

If you get stuck on something that isn't here, jump to Where to get help at the bottom.

Verification email not arriving#

When you sign up with an email address and password, we send a confirmation email so we know the address is really yours. If it hasn't shown up:

1. Check your spam, junk, and promotions folders. Confirmation emails sometimes land there. Search your inbox for theStacc.
2. Confirm you typed the right address. A small typo (for example gmial.com instead of gmail.com) means the email went nowhere. If the address is wrong, simply sign up again with the correct one.
3. Wait a couple of minutes and refresh. Email can take a moment to arrive.
4. Try signing up again with the same address - this re-triggers the confirmation email.

A faster way in: sign in with Google#

If the email just won't arrive, the quickest fix is to use Sign up with Google on the signup page. Google sign-in skips email confirmation entirely, so you're in straight away. You can always set up email-and-password access later.

If none of this works, contact support and we'll confirm your account manually.

Can't log in, or Google sign-in isn't working#

When a login fails, the reason appears in a red message right above the form - read it first, it usually tells you exactly what's wrong.

Email and password login:

• "Invalid login credentials" means the email or password didn't match. Double-check for typos, and use the eye icon in the password field to confirm what you typed.
• Forgot your password? Click Forgot your password? next to the password field on the login page. We'll email you a reset link. (The same inbox tips above apply - check spam if it doesn't arrive.)
• Signed up with Google originally? Then you don't have a password yet. Use Sign in with Google instead of the email form.

Google sign-in (OAuth):

Clicking Sign in with Google sends you to Google to choose your account, then brings you back to theStacc. If that round-trip doesn't complete:

1. Finish the Google screen. If a Google window or tab opened, pick your account and approve access. Closing it early cancels the sign-in.
2. Allow pop-ups and turn off strict tracking blockers for thestacc.com - some browser privacy settings block the redirect back to us.
3. Try a regular (non-incognito) browser window. Private/incognito modes sometimes block the cookies the sign-in needs.
4. Use the same Google account every time. If you have several Google accounts, signing in with a different one creates a separate, empty theStacc account.

After a successful login, where you land depends on your account: brand-new accounts go to onboarding to finish setup, and existing accounts go straight to the dashboard.

Team invitation never arrived#

When an admin invites you to a project, you get an email titled something like "... invited you to project '...' on theStacc". If it's missing:

1. Check spam, junk, and promotions folders, and search for theStacc.
2. Make sure the invite went to the right address. An invitation only works for the exact email it was sent to. If you try to accept while signed in with a different address, you'll see "This invitation is not for you." Ask the admin which address they used, and sign in with that one.
3. Invitations expire after 7 days. If more than a week has passed, the link will say "This invitation has expired" and the admin needs to send a new one.
4. Ask the admin to resend. From Settings > Members, an admin can resend a pending invitation - this delivers a fresh email and resets the 7-day clock.

If email still won't reach you#

When an admin tries to invite an address that already has a pending invite, theStacc offers two recovery options right in the invite window: Resend email, or Copy share link instead. The share link does the same job as the email - the admin can paste it to you over chat or text, and clicking it lets you join the project directly. If email delivery is the problem, ask your admin to use the share link.

Invited members get one of three roles, chosen by the admin: Admin (full access), Editor (create, edit, and publish content), or Viewer (read-only).

Onboarding is stuck or the page won't advance#

Onboarding remembers your progress as you go, so a hiccup rarely means starting over.

• You can pick up where you left off. If you close the tab or your connection drops, reopening onboarding resumes from your last step with your earlier answers filled in.
• Refresh the page if a step seems frozen. Your progress is saved, so a refresh won't lose your work - it often clears a stuck screen.
• Fill in every required field. The Continue (or Search, or Analyze) button stays greyed out until the step has what it needs. For the website step that's a valid web address; for the Local SEO step that's both a business name and a location. If the button looks disabled, something required is still empty.
• Finish any in-progress edit before continuing. If you're editing a detected category or description, save it (or the Continue button will save it for you) before moving on.

If a step still won't advance after a refresh, reach out to support so we can check your account.

Website can't be reached during Content SEO analysis#

The Content SEO setup asks for your website so it can scan your site and build a content strategy. A few tips for entering it:

• Just type your domain. Something like example.com is enough - you don't need to type https:// or a trailing slash; we add and tidy those for you.
• Enter a real, public homepage. If you see "Please enter a valid website URL", check for typos and make sure it's a full domain (like example.com), not a single word.

During the scan you'll see a checklist (capturing a screenshot, reading content, analyzing your business, and so on). Sometimes it stalls or can't finish:

• "Analysis is taking longer than expected" - some sites are slow to respond. Click Re-analyze to try again.
• "Analysis failed" - the site couldn't be read. Re-analyze, or click Back and try a different address. Make sure the site is live and publicly reachable (a site that's password-protected, behind a "coming soon" page, or blocking automated visitors can't be scanned).
• "Screenshot unavailable" on the results card is fine on its own - the rest of the analysis can still complete. You can edit the detected category and description by hand before continuing.

Don't have a website yet? On the website step you can switch to Local SEO or Social Media instead, using the "try a different module" options below the form.

Note: re-analyzing replaces the current results, so any edits you made to the category or description will be lost. theStacc warns you before it does this.

We couldn't find your business in Local SEO search#

Local SEO setup asks for your business name and location, then searches Google for a matching business listing. If you see "No businesses found":

1. Use your exact business name as it appears on Google Maps, and pick your city or area from the location suggestions that drop down as you type.
2. Try a broader or nearby location - searching the main city rather than a small neighbourhood often surfaces the listing.
3. Drop extra words. Searching just the core name (for example "Patriot" instead of the full legal name) can match better.
4. Search again with the New Search button and adjust the terms.

Local SEO works from your real Google Business Profile listing, so your business does need to exist on Google Maps to be found here. If your business isn't on Google yet, create and verify a Google Business Profile with Google first, then come back and search again. Later, connecting theStacc to manage that profile requires signing in to the Google account that owns the verified listing.

If your business is clearly on Google Maps but still isn't showing up in the search, contact support with your business name and city and we'll help track it down.

A note on errors shown in the form#

When you connect a publishing destination (like WordPress, Ghost, or Zepio) in Content SEO > Settings > Publishing, theStacc tests your credentials *before* saving anything. If the test fails - wrong password, unreachable site, bad URL - the error appears right inside the form and nothing is saved. That's by design: it means you never end up with a half-connected destination. Fix what the message points to and try again; once the test passes, the connection saves.

Where to get help#

If something here didn't fix it, we're happy to help:

• Live chat - open Support from inside the app and choose Live Chat to talk with our team. If chat isn't available, it falls back to email at [email protected].
• Help Center - browse the rest of these docs at thestacc.com/docs.
• Email - reach us any time at [email protected].

Our support team is available Monday to Friday, 9 AM to 6 PM EST, with an average response time of about 2 hours.

Having trouble with a subscription, trial, plan change, or invoice rather than setup? See Billing & Plans.