Help and troubleshooting
Start here when your Pomatio account, license, service, POM AI access or partner payment does not look as expected.
Choose the symptom that matches what you see. Each guide begins with checks you can perform safely and ends with the information support needs if the issue remains.
Troubleshooting guides
| Symptom | Guide |
|---|---|
| A completed purchase does not appear in the account | A product or service is missing from your account |
| A product refuses the license key | A license key is rejected |
| An update or manual package is unavailable | An update or download is unavailable |
| POM AI cannot authorize a site or spend credits | A POM AI domain or credit action fails |
| A hosted service state or traffic figure seems wrong | A service status or traffic figure seems wrong |
| A partner commission cannot be selected for payment | A commission payment request is unavailable |
| You need to contact support | Share support information safely |
First checks for any account problem
- Sign out and sign back in with the email address used for the purchase or partner account.
- Confirm you are looking at the intended account and, for site issues, the intended WordPress site.
- Record the exact status badge or message; do not paraphrase it yet.
- Note the product or service, relevant date and the last action that succeeded.
- Avoid rotating a license key, removing a domain or repeating a payment until the symptom-specific guide tells you to do so.
Security rule
Never send a full license key, password, payment-card data, database export, private key or unrestricted administrator account in a support message. Support can identify an account from safe references such as the account email, order number, product name and masked license prefix.