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Troubleshooting Guide

Find solutions to common issues with JobsLoop. If you don't find your issue here, contact support at support@jobsloop.ai.

Upload Issues

Resume upload fails or times out

Possible causes:

  • File is too large (over 10MB)
  • Unsupported file format
  • Internet connection issues
  • Browser compatibility problems
Solutions:
  1. Check file size: Compress your PDF or reduce image quality if over 10MB
  2. Verify format: Use PDF, DOCX, or TXT only (no images, ODT, or Pages files)
  3. Try a different browser: Chrome, Firefox, Safari, or Edge (latest versions)
  4. Disable browser extensions: Ad blockers or security extensions may interfere
  5. Check your connection: Ensure stable internet and try again
  6. Clear browser cache: Clear cache and cookies, then retry

Resume text appears garbled or incorrectly parsed

Common causes:

  • Complex formatting or tables
  • Scanned PDF (images, not text)
  • Non-standard fonts or encoding
  • Multi-column layouts
Solutions:
  1. Simplify formatting: Use a single-column layout with standard fonts
  2. Convert scanned PDFs: Use OCR software or retype content
  3. Remove tables: Replace tables with bullet points
  4. Export as plain text: Save as TXT file to remove all formatting, then re-upload
  5. Manual entry: Copy and paste text directly into JobsLoop editor
Tip: For best ATS compatibility, use simple formatting: standard fonts (Arial, Calibri, Times New Roman), single column, no headers/footers, and no text boxes.

Upload button is grayed out or not clickable

Solutions:
  1. Log in first: Ensure you're signed in to your account
  2. Check credit balance: Free accounts have limited uploads; upgrade or wait for credit refresh
  3. Browser permissions: Allow file access in browser settings
  4. Refresh the page: Press F5 or Ctrl+R to reload

Payment Issues

Payment declined or fails

Common reasons:

  • Insufficient funds
  • Incorrect card details
  • Card expired
  • International transaction blocked
  • Billing address mismatch
Solutions:
  1. Verify card details: Check card number, expiration date, and CVV
  2. Check billing address: Ensure it matches your bank's records exactly
  3. Contact your bank: Authorize international transactions (JobsLoop processes through US-based providers)
  4. Try a different card: Use an alternative payment method
  5. Use PayPal: If card payments fail, try PayPal as an alternative
  6. Check account balance: Ensure sufficient funds

Payment succeeded but credits didn't appear

Solutions:
  1. Wait 5 minutes: Credit updates may take a few minutes to process
  2. Refresh your account page: Hard refresh with Ctrl+Shift+R
  3. Check email confirmation: Look for payment receipt with order ID
  4. Contact support: Email billing@jobsloop.ai with:
    • Your account email
    • Order/transaction ID from receipt
    • Screenshot of payment confirmation

Charged twice or duplicate charges

Solutions:
  1. Check bank statement: Verify if both charges posted (not just pending authorizations)
  2. Review order history: Go to Account Settings → Billing → Order History
  3. Contact billing immediately: Email billing@jobsloop.ai with:
    • Transaction dates and amounts
    • Bank statement screenshot (redact full card number)
    • Order IDs from your account

We'll investigate and issue a refund within 5-7 business days if confirmed as duplicate.

Cannot update payment method

Solutions:
  1. Use correct payment provider: Update in the same system (Stripe, PayPal, Creem) that you originally used
  2. Clear browser data: Clear cookies and cache
  3. Disable popup blockers: Payment forms may open in popups
  4. Try incognito mode: Test in private/incognito window
  5. Contact support: We can manually update payment methods if needed

Account Problems

Cannot log in / "Incorrect password" error

Solutions:
  1. Reset password: Click "Forgot Password" and check your email
  2. Check email address: Ensure you're using the correct account email
  3. Check spam folder: Password reset emails may be filtered
  4. Try OAuth: If you signed up with Google, use "Sign in with Google" instead
  5. Clear browser cache: Old session data may cause conflicts
  6. Disable autofill: Manually type password instead of using saved credentials

Didn't receive verification email

Solutions:
  1. Check spam/junk folder: Look for emails from noreply@jobsloop.ai
  2. Wait 10 minutes: Email delivery can be delayed
  3. Whitelist our domain: Add jobsloop.ai to your safe senders list
  4. Resend verification: Click "Resend verification email" on the login page
  5. Try a different email: Some email providers (especially school/corporate) may block automated emails

Account locked or suspended

Common reasons:

  • Multiple failed login attempts
  • Suspicious activity detected
  • Terms of service violation
  • Payment failure or chargebacks
Solutions:
  1. Wait 30 minutes: Automatic locks from failed logins expire automatically
  2. Check your email: We send notifications explaining account actions
  3. Contact support: Email support@jobsloop.ai with your account email

Lost access to two-factor authentication (2FA)

Solutions:
  1. Use backup codes: Enter one of your saved backup codes
  2. Contact support: Email support@jobsloop.ai from your registered email address
  3. Provide verification: We'll ask security questions or billing information to verify your identity
Important: When enabling 2FA, always save your backup codes in a secure location.

Feature Issues

ATS analysis stuck at "Processing..."

Solutions:
  1. Wait 2 minutes: Large or complex resumes may take longer
  2. Check your internet: Ensure stable connection
  3. Refresh the page: Press F5 and check if analysis completed
  4. Try again: Cancel and restart the analysis
  5. Simplify resume: Remove images, graphics, or complex formatting

Cover letter generation produces generic content

Solutions:
  1. Paste full job description: More context = better results
  2. Add company research: Include company culture notes or mission statement
  3. Use optimized resume: Ensure your resume is complete and detailed
  4. Regenerate multiple times: Try 2-3 variations and pick the best
  5. Edit manually: Use generated content as a starting point and personalize

LinkedIn import not working

Solutions:
  1. Reauthorize connection: Revoke and reconnect LinkedIn authorization
  2. Make profile public: Ensure your LinkedIn profile is not set to private
  3. Check LinkedIn permissions: Verify JobsLoop has "read" access in LinkedIn Settings → Apps
  4. Try manual export: Download your LinkedIn data and upload as PDF
  5. Clear browser cookies: LinkedIn authentication uses cookies

Browser extension not detecting job descriptions

Solutions:
  1. Refresh the page: Extension may need to reload
  2. Check extension is enabled: Look for JobsLoop icon in browser toolbar
  3. Update extension: Check for updates in browser extension store
  4. Supported sites only: Extension works on LinkedIn, Indeed, Glassdoor, and major job boards
  5. Reinstall extension: Remove and reinstall from Chrome Web Store

Export to PDF has formatting issues

Solutions:
  1. Use Chrome for export: Best PDF rendering compatibility
  2. Check page margins: Adjust margin settings in export options
  3. Export as DOCX instead: More flexible for editing and reformatting
  4. Use "ATS-friendly" template: Simpler templates export better

Performance Issues

JobsLoop is slow or unresponsive

Solutions:
  1. Clear browser cache: Old cached data may cause slowdowns
  2. Close unnecessary tabs: Free up browser memory
  3. Disable browser extensions: Test with extensions turned off
  4. Update your browser: Use the latest version of Chrome, Firefox, Safari, or Edge
  5. Check system resources: Ensure your computer has available RAM and CPU
  6. Try different network: Test on different WiFi or mobile data

Page won't load or shows blank screen

Solutions:
  1. Hard refresh: Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
  2. Clear browser data: Clear cache, cookies, and site data
  3. Disable ad blockers: Whitelist jobsloop.ai
  4. Check browser console: Press F12 and look for error messages
  5. Try incognito mode: Test in private browsing
  6. Use different browser: Switch to alternative browser temporarily

Browser Compatibility

Supported Browsers:
  • Google Chrome 90+ (recommended)
  • Mozilla Firefox 88+
  • Safari 14+ (macOS, iOS)
  • Microsoft Edge 90+

Internet Explorer is NOT supported. Please upgrade to a modern browser.

Mobile Issues

Mobile app or mobile web not working properly

Solutions:
  1. Use desktop for uploads: Mobile browsers have limited file handling
  2. Update your browser app: Use latest version of Chrome, Safari, or Firefox
  3. Switch to desktop mode: Enable "Request Desktop Site" in browser menu
  4. Check storage space: Ensure device has available storage
  5. Use WiFi instead of cellular: Large file uploads need stable connection

Note: JobsLoop is optimized for desktop use. Some features have limited mobile support.

Still Need Help?

If your issue isn't resolved:

Contact Support

Include in your support request:

Security reminder: Never include passwords, full credit card numbers, or social security numbers in support emails.

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