Troubleshooting & Support

Cause: The bot might not have proper permissions or slash commands aren't registered.

Solution:

1. Ensure the bot has "Send Messages" and "Embed Links" permissions
2. Re-invite the bot with proper permissions using this link
3. Wait 5-10 minutes for slash commands to register
4. Try using commands in a different channel

Cause: The bot doesn't have permission to post in the selected channel.

Solution:

1. Go to your channel settings
2. Under "Permissions", add Promy bot
3. Enable "View Channel", "Send Messages", and "Embed Links"
4. Reconfigure your bump channel via the web dashboard at promy.gg/login

Cause: Manual bumps have a 2-hour cooldown to prevent spam.

Solution:

1. Wait for the cooldown timer to complete (shown in error message)
2. Alternatively, upgrade to Promy Plus for automatic bumps every 2 hours
3. Auto-bump happens automatically without manual intervention

Cause: Description exceeds character limit or contains forbidden content.

Solution:

1. Ensure your description is under 1000 characters
2. Remove any Discord invite links (except your own)
3. Avoid excessive special characters or emojis
4. Check Community Guidelines for forbidden content

Cause: Code may be invalid, expired, or already redeemed.

Solution:

1. Double-check you copied the code correctly (case-sensitive)
2. Ensure the code hasn't been used on another server
3. Verify the purchase was completed (check Discord DMs from Promy)
4. If issue persists, open a ticket in our support server

Cause: Server configuration incomplete or bot offline temporarily.

Solution:

1. Verify Promy Plus is active with /preview
2. Ensure bump channel is set and bot has permissions
3. Check that server description is configured
4. Auto-bump runs every 2 hours - wait for the next cycle

Cause: Bot lacks required Discord permissions.

Solution:

1. Go to Server Settings → Roles
2. Find the "Promy" role
3. Enable: Send Messages, Embed Links, Read Message History, Add Reactions
4. Ensure the role is above any channel-specific permission overrides

Cause: Invalid server ID or target server not using Promy.

Solution:

1. Verify the target server has Promy installed
2. Copy the correct Server ID (right-click server icon with Developer Mode on)
3. Ensure both servers have completed initial setup
4. Check the Partnerships page in the web dashboard to see pending requests

Cause: Tag limit exceeded or tags contain special characters.

Solution:

1. Free tier: Maximum 3 tags
2. Promy Plus: Maximum 5 tags
3. Tags should be single words or short phrases
4. Avoid special characters like #, @, or emojis in tags

Cause: Bot was kicked, banned, or experiencing downtime.

Solution:

1. Check if bot was accidentally kicked or banned
2. Re-invite using this link
3. Check status page for ongoing incidents
4. Join our support server for updates

Cause: Promy Plus not active or insufficient data collected.

Solution:

1. Confirm Promy Plus is active with /preview
2. Analytics data starts collecting after Plus activation
3. Data needs 24-48 hours to show meaningful results
4. Try the web dashboard at promy.gg/dashboard

Cause: Invalid hex color format.

Solution:

1. Use proper hex format: #1db857 (including the #)
2. Ensure 6 characters after # (e.g., #FF0000 not #F00)
3. Only use valid hex characters: 0-9 and A-F
4. Use the web dashboard color picker for easier selection

Cause: Role hierarchy or permission configuration issues.

Solution:

1. Ensure the unverified role is BELOW the Promy bot role in Server Settings → Roles
2. The unverified role should deny "View Channel" permission for the bump channel
3. Check that new members are automatically assigned the unverified role
4. Use Discord's built-in verification system or a verification bot
5. Test by creating a test account or asking a friend to join

Cause: Image format, size, or upload issues.

Solution:

1. Ensure image is in PNG, JPG, or JPEG format
2. Keep file size Under 50MB
3. Recommended dimensions: 1920x1080 or 16:9 aspect ratio
4. Avoid animated GIFs (not supported)
5. Clear Discord cache and restart if image shows as broken
6. Re-upload the image using the web dashboard at promy.gg/login

Cause: No servers match the searched tags or incorrect tag spelling.

Solution:

1. Check tag spelling - tags are case-sensitive in some contexts
2. Try broader category tags like "Gaming", "Social", or "Community"
3. Use comma-separated tags: /search tags:Gaming,Social
4. The bot provides AI-powered similar tag suggestions if no results found
5. Remember there's a 1-minute cooldown per user

Cause: Promy Plus not active or server has no tags configured.

Solution:

1. Verify Promy Plus is active with /preview
2. Add tags to your server using the web dashboard at promy.gg/login
3. Wait a few minutes after adding tags for the system to index them
4. The recommendations system uses AI to find similar servers based on your tags

Cause: Bot offline, permission changes, or sync service delay.

Solution:

1. Partnership ads update automatically every 6 hours
2. Check that the bot has permissions in the partnership channel
3. Verify both servers still have Promy installed
4. Check status page for system-wide issues
5. If ads haven't updated after 12 hours, remove and re-add the partnership

Cause: Notification channel not configured (Promy Plus feature).

Solution:

1. Review notifications require Promy Plus
2. Configure review notifications via the web dashboard at promy.gg/login
3. Ensure the bot can send messages in the notification channel
4. Test by asking someone to leave a review
5. Notifications are sent within 1 minute of a new review

Cause: Already reviewed, reviewing own server, or server not configured.

Solution:

1. You can only leave one review per server
2. You cannot review your own server
3. Target server must have Promy installed and configured
4. To update your review, you must delete the old one first (contact support)
5. Reviews must be between 1-500 characters and follow guidelines

Cause: Channel permissions changed or channel deleted.

Solution:

1. Check that bump channel still exists
2. Verify @everyone can view the channel
3. Ensure bot has "View Channel", "Send Messages", and "Embed Links" permissions
4. Reconfigure your bump channel via the web dashboard if needed
5. Promy automatically disables ads if channel becomes private

Cause: Invalid emoji format or bot doesn't have access to emoji server.

Solution:

1. Custom emojis must be from servers where Promy is installed
2. Use format: <:emoji_name:emoji_id>
3. Animated emojis use: <a:emoji_name:emoji_id>
4. Get emoji ID by typing \:emoji_name: in Discord
5. If emoji server is private, add Promy to that server or use different emojis

Cause: Preview uses mock data and may not reflect real-time stats.

Solution:

1. Preview shows approximate layout - actual bumps include real-time member counts
2. Rating averages and review counts update when someone actually bumps
3. Server creation date and boost count are always current
4. Preview is best for checking description, color, and tag appearance

Cause: Attempted to change bump channel without removing old one.

Solution:

1. Promy only supports one bump channel per server
2. Changing your bump channel in the web dashboard replaces the old channel
3. Old channel will stop receiving ads automatically
4. Delete or repurpose the old bump channel as needed
5. Partnership channels are separate and can be different from bump channel

Cause: Server violated Promy's guidelines or Terms of Service.

Solution:

1. Review Community Guidelines and Terms of Service
2. Check server DMs or support server for blacklist reason
3. Remove any violating content (NSFW ads, scam links, hate speech, etc.)
4. Open an appeal ticket in support server
5. Appeals are reviewed within 48-72 hours

Cause: Subscription period ended or key was revoked.

Solution:

1. Check when your Plus expires with /peview
2. Promy Plus keys are typically valid for 30 or 90 days from activation
3. Purchase a new key from promy.gg/plus or support server
4. If expired prematurely, contact support with proof of purchase
5. Chargebacks or refund abuse result in key revocation

Cause: Discord embed or component rendering issue.

Solution:

1. Ensure bot has "Embed Links" permission
2. Try using /help in a different channel
3. Clear Discord cache: Settings → Advanced → Clear Cache
4. Restart Discord app completely
5. Alternatively, visit promy.gg/docs for full documentation

Cause: Commands not registered or Discord cache issue.

Solution:

1. Wait 5-10 minutes after inviting the bot for commands to register
2. Check that bot has "Use Application Commands" permission in the channel
3. Try typing / and selecting Promy from the app list
4. Restart Discord or use web version
5. If commands still don't appear, re-invite the bot with this link

Cause: Description violates content guidelines.

Solution:

1. Remove any external Discord invite links (only your own invite is allowed)
2. Avoid excessive profanity or offensive language
3. Don't include NSFW content in descriptions (even if server is 18+)
4. Remove cryptocurrency/NFT promotion or financial schemes
5. Check Community Guidelines for full content policy

Cause: Invite deleted, revoked, or server restrictions.

Solution:

1. Promy automatically creates and manages invite links for your server
2. Invites are set to never expire and have unlimited uses
3. Check Server Settings → Invites to see if auto-generated invite exists
4. Ensure bot has "Create Invite" permission
5. System automatically recreates invites if they're deleted
6. If verification level is high, users may need to wait before joining

Cause: Recently activated Plus or no user interactions yet.

Solution:

1. Analytics data only starts collecting after Promy Plus activation
2. Join button and review button clicks are tracked in real-time
3. Allow 24-48 hours for meaningful data accumulation
4. Try using different time periods: All Time, Last 7 Days, Last 30 Days
5. More bumps and partnerships = more data collection opportunities
6. Analytics command has a 1-hour cooldown per server

Cause: Invite link issue or Discord API problem.

Solution:

1. Check if the target server's invite is valid
2. You may already be in the server (button won't work)
3. Target server may have reached max member capacity
4. Server verification requirements may prevent instant joining
5. Try clicking again after a few seconds
6. If persistent, report in support server

Cause: Browser issues, session timeout, or server maintenance.

Solution:

1. Clear browser cache and cookies for promy.gg
2. Try using a different browser or incognito mode
3. Disable browser extensions that might block scripts
4. Check status page for maintenance announcements
5. Re-authorize the dashboard: promy.gg/login
6. Ensure you're logged into Discord in the same browser

Cause: Free tier limitation or color selection issue.

Solution:

1. Free users only have gray color tags
2. Promy Plus unlocks Blurple, Gray, Green, and Red tag colors
3. Colors are selected when creating tags via the web dashboard
4. To change tag color, remove the tag and re-add it with new color
5. Tag colors are cosmetic and don't affect functionality

Cause: Keys are bound to servers, not transferable by design.

Solution:

1. Promy Plus keys are permanently bound to the server where redeemed
2. This prevents abuse and key sharing
3. Purchase a separate key for each server you want Plus on
4. Contact support if you accidentally redeemed in wrong server
5. Bulk discounts available for multiple servers - ask in support server

Cause: Server hasn't been flagged yet or slipped through moderation.

Solution:

1. Use the Report button on the advertisement immediately
2. Visit promy.gg/report to submit detailed report
3. Include server ID and screenshot if possible
4. Violations result in immediate blacklist
5. Moderation team reviews reports within 24 hours
6. Repeated offenders are permanently banned from the network

Cause: Server not ranked yet or low engagement score.

Solution:

1. Leaderboard tracks server engagement through bumps, reviews, and member activity
2. New servers need time to accumulate engagement points
3. Visit promy.gg/leaderboard for full rankings
4. Bump regularly and encourage members to leave reviews to rank higher
5. Leaderboard updates every 24 hours