Troubleshooting

Common problems and solutions for MyWhiskyVault users.

Login and Account Issues

Can't Log In

Problem: Unable to access your account

Solutions:

1

Forgot Password (Email Login)

• Click "Forgot Password" on login page

• Enter your email address

• Check email for reset link

• Click link and set new password

• Try logging in again

2

Email Verification Required

• Check your email for verification link

• Click the link to verify

• Check spam/junk folder

• Request new verification email if expired

3

OAuth Provider Issues (GitHub)

• Ensure you're logged into GitHub

• Check if MyWhiskyVault is authorized in GitHub settings

• Try authorizing again

• Clear browser cookies and retry

4

Account Locked

• Wait 15 minutes and try again

• Contact support if still locked

• Check for email from MyWhiskyVault

Still Not Working?

• Clear browser cache and cookies

• Try different browser

• Check internet connection

• Contact [e-mail]

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Email Verification Not Received

Problem: Didn't get verification email

Solutions:

1

Check Spam/Junk Folder

• Look in spam, junk, promotions folders

• Mark as "Not Spam" if found

• Add [e-mail] to contacts

2

Wait a Few Minutes

• Emails can take 5-10 minutes

• Don't request multiple times quickly

3

Request New Email

• Click "Resend Verification Email" on login page

• Use exact same email address

4

Check Email Address

• Verify spelling is correct

• Ensure no typos

• Try logging in with correct email

5

Email Provider Issues

• Some providers block automated emails

• Contact your email provider

• Try different email address

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Can't Reset Password

Problem: Password reset not working

Solutions:

1

Use Correct Email

• Enter exact email used during signup

• Check for typos

• Try alternate email if you have multiple

2

Check for Reset Email

• Look in all folders including spam

• Wait 10 minutes for delivery

• Request new reset if expired (links expire in 24 hours)

3

OAuth Users

• If you signed up with GitHub, you don't have a password

• Log in using "Sign in with GitHub" instead

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Barcode Scanning Problems

Barcode Not Recognized

Problem: Scanner can't read the barcode

Solutions:

1

Improve Lighting

• Use natural daylight (not direct sunlight)

• Turn on more lights

• Avoid flash (causes glare)

• Try different location

2

Clean the Barcode

• Wipe with dry cloth

• Remove dust and fingerprints

• Ensure label isn't damaged

3

Adjust Camera Position

• Hold phone steady

• Get closer to barcode

• Ensure barcode is flat (not curved)

• Hold parallel (not angled)

• Wait for camera to focus

4

Try Different Method

• Switch from camera to photo upload

• Take clear photo first, then upload

• Try manual barcode entry

5

Check Barcode Type

• MyWhiskyVault reads UPC/EAN barcodes

• Some specialty barcodes may not work

• QR codes are not supported (yet)

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Camera Permission Denied

Problem: Can't access camera for scanning

Solutions:

1

Grant Permission

• Browser will ask for camera access

• Click "Allow" when prompted

• Refresh page if prompt doesn't appear

2

Browser Settings (Chrome)

• Click padlock icon in address bar

• Select "Site Settings"

• Set Camera to "Allow"

• Refresh page

3

Browser Settings (Safari)

• Safari menu → Preferences → Websites

• Select Camera

• Set mywhiskyvault.com to "Allow"

• Refresh page

4

Mobile Settings (iOS)

• Settings → Safari → Camera

• Enable camera access

• Settings → Privacy → Camera

• Enable for Safari

5

Mobile Settings (Android)

• Settings → Apps → Browser → Permissions

• Enable Camera permission

• Refresh page

Alternative: Use photo upload instead of live camera — take photo with camera app first, then upload to MyWhiskyVault.

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Barcode Found But Wrong Product

Problem: Barcode lookup returns incorrect whisky

Solutions:

1

Verify Barcode Number

• Check if number scanned correctly

• Try manual entry

• Compare with barcode printed on bottle

2

Database Issue

• goUPC.com may have incorrect data

• Edit product information before saving

• Or use manual entry to create correct bottle

3

Multiple Products Same UPC

• Rare but can happen

• Regional variations

• Repackaged products

• Use manual entry for accuracy

---

Missing Distillers or Expressions

Can't Find My Distillery

Problem: Distiller not in database

Solutions:

1

Search Thoroughly

• Try different spellings

• Search partial name

• Try without "The", "Distillery", etc.

• Example: "Macallan" instead of "The Macallan Distillery"

2

Check Alternate Names

• Some distilleries have multiple names

• Try owner company name

• Try regional name

3

Create New Distiller

• Click "Create New Distiller"

• Fill in information

• Your distiller now available

• Make public to help others

Why It Might Be Missing:

• Small/craft distillery

• New distillery

• Closed/historical distillery

• Not yet added to database

---

Can't Find My Expression

Problem: Specific whisky product not listed

Solutions:

1

Search Variations

• Try without age (e.g., "Cask Strength" not "12 Year Cask Strength")

• Try shorthand (e.g., "CS" instead of "Cask Strength")

• Check spelling

2

Check Different Distiller

• Might be listed under bottler

• Might be under brand vs distillery

• Try searching all expressions

3

Create New Expression

• Click "Create New Expression"

• Fill in details from bottle label

• Save and use

Common Reasons:

• New release

• Limited edition

• Regional exclusive

• Private barrel

• Not yet in database

---

Image Upload Issues

Upload Fails

Problem: Can't upload bottle images

Solutions:

1

Check File Size

• Maximum file size: 5MB

• Resize large images before uploading

• Use image compression tool

2

Check File Type

• Supported: JPG, JPEG, PNG, WEBP, GIF

• Not supported: BMP, TIFF, RAW, HEIC

• Convert unsupported formats first

3

Internet Connection

• Ensure stable connection

• Try again if connection dropped

• Avoid uploading on slow connections

4

Browser Issues

• Clear browser cache

• Try different browser

• Disable browser extensions

• Update browser to latest version

Alternative:

• Upload smaller/compressed version

• Upload later when connection better

• Skip image (can add later)

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Image Won't Display

Problem: Uploaded image doesn't show

Solutions:

1

Wait and Refresh

• Processing can take a few seconds

• Refresh the page

• Check back in a minute

2

Clear Cache

• Browser might have cached old version

• Hard refresh (Ctrl+F5 or Cmd+Shift+R)

• Clear browser cache completely

3

Check Upload Success

• Verify upload completed

• Look for confirmation message

• Try uploading again

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Browser Compatibility

Supported Browsers

Fully Supported:

• Chrome 90+ ✅

• Firefox 88+ ✅

• Safari 14+ ✅

• Edge 90+ ✅

Limited Support:

• Internet Explorer ❌ (not supported)

• Older browsers (may have issues)

Browser-Specific Issues

Problem: Features not working in your browser

Solutions:

1

Update Browser

• Use latest version

• Enable automatic updates

• Check browser version

2

Enable JavaScript

• MyWhiskyVault requires JavaScript

• Check browser settings

• Enable if disabled

3

Clear Cache and Cookies

• Full browser data clear

• Restart browser

• Log in again

4

Disable Extensions

• Ad blockers can interfere

• Privacy extensions may block features

• Disable temporarily to test

5

Try Different Browser

• Test in Chrome or Firefox

• Identify if browser-specific

• Report issue to support

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Subscription and Payment Issues

Payment Declined

Problem: Credit card payment not accepted

Solutions:

1

Verify Card Information

• Check card number

• Verify expiration date

• Ensure CVV is correct

• Check billing ZIP code

2

Contact Bank

• Card may be flagged for fraud

• Ensure sufficient funds

• Check if international payments allowed

• Verify card is active

3

Try Different Card

• Use alternate payment method

• Debit vs credit card

• Different card type

4

Contact Support

• If issue persists

• May be Stripe issue

• Support can investigate

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Subscription Not Activating

Problem: Paid but features not unlocked

Solutions:

1

Wait a Few Minutes

• Processing can take 1-2 minutes

• Refresh page

• Log out and back in

2

Check Email

• Look for confirmation email

• Verify payment processed

• Check spam folder

3

Verify Subscription Status

• Go to Subscription page

• Check current tier

• Look for activation date

4

Contact Support

• Provide payment confirmation

• Support will activate manually

• Usually resolved within hours

---

Data and Performance

Slow Loading

Problem: App is slow or unresponsive

Solutions:

1

Check Internet Connection

• Run speed test

• Restart router if slow

• Try different network

2

Browser Performance

• Close unnecessary tabs

• Clear browser cache

• Restart browser

• Update to latest version

3

Large Collections

• Grid view can be slower with many images

• Try list view instead

• Filter to reduce items shown

4

Device Issues

• Restart device

• Close other applications

• Check available memory

---

Data Not Syncing

Problem: Changes not saving or appearing

Solutions:

1

Check Connection

• Ensure internet is active

• Verify not in offline mode

• Reconnect if needed

2

Retry Action

• Try saving again

• Refresh page

• Changes may have saved (check)

3

Clear Cache

• Clear browser cache

• Refresh page

• Log in again

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Getting Additional Help

Contact Support

Email: [e-mail]

When contacting support, include:

1

Account Email

• Provide the email associated with your account

2

Description of Problem

• Clear summary of the issue

• Steps to reproduce if applicable

3

Steps You've Already Tried

• List troubleshooting actions you've taken

4

Browser and Version

• Include browser name and exact version

5

Screenshots if Applicable

• Attach screenshots or error messages

Response Time:

• Neophyte: 48-72 hours

• Enthusiast: 24-48 hours

• Connoisseur: 12-24 hours

• Master: Priority support (same day)

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Community Forum

Get help from users:

• Search existing threads

• Post your question

• Help others when you can

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GitHub Issues

For bug reports:

• Visit project repository

• Create new issue

• Provide details and steps to reproduce

• Include browser/device info

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Related Guides

• Getting Started - Basic setup help

• FAQ - Frequently asked questions

• Subscription - Billing and payment help

Last Updated: 2025-11-16