Troubleshooting

Use this guide when something does not appear, does not submit, does not download, or does not behave the way a user expects.

Start with the simplest explanation first: wrong account, missing team membership, hidden permission-gated controls, missing catalog data, or a feature that is not available yet.

First questions

Collect these details before escalating:

Account and sign-in

User cannot sign in

Check:

1. Email is spelled correctly.
2. Password is entered correctly.
3. The user has an account for that email.
4. The user is not trying to accept an invitation with a different email.

Password reset is not self-serve in the current product. Use the appropriate support path if the user cannot recover access.

User signed in but sees no teams

Likely causes:

• The user has not accepted an invitation.
• The invitation was sent to a different email.
• The user signed in with a personal or alternate email.
• The user has only a personal team, which is filtered out of the main dashboard list.
• The membership was removed.

Ask the user to confirm the account email from account settings, then compare it with the invited email.

Invitations

Invitation is expired or invalid

Ask an owner, authorized admin, or platform administrator to send a new invitation.

Invitation was sent to the wrong email

Do not ask the user to accept it from another account. Invitation acceptance is tied to the invited email address.

Create a new invitation for the correct email.

Accept button is missing

Check:

• Invitation status is pending.
• User is signed in.
• Signed-in email matches the invited email.
• Token is valid and not already accepted.

Explore search

No results

Try:

1. Select Reset.
2. Remove map area filter.
3. Broaden price range.
4. Remove home type or construction status.
5. Search by city instead of a narrow neighborhood.
6. Search by builder or community name.
7. Confirm the market is covered by Solum.

Filter missing

Map shows fewer results than list

Map behavior depends on location and boundary data. If some developments do not have reliable location data, list search may be more complete than map browsing.

Public detail pages

Section is missing from the page

Missing data does not always mean the builder does not have that information. It may mean Solum has not received or structured it yet.

Page not found

Check whether:

• The URL is correct.
• The development, builder, or community is published.
• The slug changed.
• The item was archived or removed.

Document downloads

Buyer sees locked documents

This is expected for signed-out visitors. Sign in, then return to the development page.

Signed-in download fails

Check:

1. Session is still active.
2. Document asset still exists.
3. Browser did not block the download.
4. Network request did not fail.
5. User refreshed after signing in.

If the document itself appears stale or wrong, use Feedback with the page URL and document name.

Inquiries

Inquiry form is missing

Check:

• User is on a development page, not only a builder or community page.
• Development page loaded correctly.
• Inquiry section is lower on the page or in the sidebar depending on screen size.
• A grouped builder/community card was not mistaken for a specific development page.

Submission fails

If a hidden spam field is filled by a bot or aggressive autofill, Solum may return a fake success response.

Team workspaces

Team settings are missing

User likely lacks Manage team.

Owners and platform administrators can adjust access. Admins usually have Manage team, while Members and Billing users do not.

Members card is missing

User likely lacks Manage members.

Admins may manage regular members, but only owners or platform administrators should invite Admin or Billing users.

Billing card is missing

User lacks Manage billing.

Owners and Billing users receive billing access by default. Admins do not receive billing access by default.

Builder media and documents

Builder tools are missing

Check:

1. Team type is Builder.
2. Team is linked to a builder profile.
3. User belongs to the team.
4. User has Manage team or platform admin access.
5. The target development belongs to the linked builder.

If the page says No builder linked, role changes will not solve the issue. The team needs builder-profile linkage.

Upload fails

Billing and promotions

Stripe portal does not open

Check:

• User has Manage billing.
• Browser did not block a new tab.
• Network connection is working.
• Stripe session creation did not fail.

Feature this development is missing

Check:

1. Team is a builder team.
2. Team is linked to a builder profile.
3. Development belongs to that builder.
4. User has Manage billing.
5. Development is not already featured.
6. No active or pending promotion already exists.
7. Stripe price configuration exists for monthly or quarterly duration.

Cancel promotion is missing

Cancellation appears only when an active promotion exists and the user has Manage billing. If a promotion is pending, cancelled, or expired, cancellation may not be available.

Data accuracy

Public data looks wrong

Use Feedback and include:

• Page URL.
• Incorrect field.
• Expected value.
• Source link or document, if available.
• Whether the issue affects price, availability, location, documents, media, or builder information.

Purchase-sensitive question

Always confirm with the builder or assigned follow-up contact before relying on:

• Price.
• Incentives.
• Availability.
• Deposit requirements.
• Lot premiums.
• Specifications.
• Completion timing.
• Contract terms.

Solum is a discovery and comparison product, not the final purchase record.

When to escalate

Escalate when:

• Correctly permissioned users cannot complete an available task.
• A document download fails after confirming sign-in and asset availability.
• Billing checkout or portal creation fails for a Manage billing user.
• Uploads fail with valid files, correct permissions, and configured storage.
• Public listing data is materially wrong and cannot be corrected through ordinary supported processes.
• A user sees internal or admin tools they should not see.

Include the evidence from First questions when escalating.