Frequently asked questions
Answers to the most common problems in Doubleros. Each question links to the chapter with the full procedure.
Why can't I see a menu item my colleague has
The Doubleros sidebar shows only pages you have permission for, so a colleague with another role sees more or less. Ask an organization admin to adjust your role in Organization → Permissions — see Permission matrix.
The Agents and Live events modules are also off for a new organization. Doubleros switches them on.
Where is Academy, Eshop or Forms
Some modules in the Doubleros sidebar were renamed:
| You are looking for | In the menu today |
|---|---|
| Academy, course editor | Membership → Membership administration |
| Eshop | Sales |
| My websites, Pages, Funnels, Forms | Content → Projects → the project |
See Getting around the interface.
Why do I see an empty list although the data exists
An empty list (of clients, orders, products) in Doubleros usually has one of these causes:
- You are in a different organization. Check the organization switcher at the top of the sidebar — see Organizations.
- Your role has only the Own right. In some sections (for example CRM → Groups) you then see only your own records — see What Own means exactly.
- A filter or search is active. Clear the text in the bar above the table and remove filters.
Why can't I enter a product price in some currency
A product price is entered for each supported currency of the organization. If a currency is missing on the product, add it in Organization → Settings → Localization → Supported currencies and click Save — see Organization settings.
Why did the AI stop answering
If you see AI credits exhausted or Your credits are used up. Buy more to continue the conversation., the organization has run out of AI credits. The balance is on the Credits card at the bottom of the sidebar; Detail lets you buy more — see AI credits. The rest of the app keeps working.
Why can't I see the Search or ask AI field
Ros (AI helper) is available to every member of an organization, without the AI module and without a special permission. You don't see the field in the top bar only if you are not in any organization — see Ros.
Why do visitors see an old version of the website
Changes in a project (Content → Projects) reach visitors only after the project is published. A project with unpublished changes shows Changes waiting. Publish the project again — see Projects.
If a funnel at the project's home address runs in Test mode, the project cannot be published. Turn test mode off in the funnel's settings.
Why doesn't my custom domain work
A custom domain is attached in the project: Content → Projects → project → Settings → Custom domain. Waiting for DNS means the domain does not point to Doubleros yet.
- Set the record at your DNS provider following the guide in the project.
- Wait — a DNS change can take several hours.
- Click Check again.
If you see The domain currently points to …, the record still points elsewhere.
Why do live event viewers see nothing
Switching an event's status to Live does not start the broadcast — viewers see a live event with an empty stage. Start broadcasting in the event console with Start event — see Broadcasting.
Why can't I delete a video
This video is used in a lesson. Detach it there before deleting. means the video is in a course lesson. Detach it in the lesson and then delete it — see Video library.
Why does a report number differ from the sum of orders
Some overviews in the Statistics module are explicitly excluding VAT (e.g. Revenue by country (excl. VAT)). The calculations are explained in Financial reports.
What does "This organization's access has been suspended due to an inactive subscription" mean
The organization's subscription is not active and the organization is suspended. Restore it by choosing a plan in Organization → Subscription — see Subscription.
What does "Your organization access is suspended" mean
An organization admin has suspended your access. Your account still exists, but you cannot get into the organization. Only the organization administrator can restore access.
I can't sign in or I forgot my password
Password reset and the meaning of sign-in error messages are in Signing in and forgotten password.
The verification code did not arrive after sign-up
Check your Spam or Promotions folder. Once the countdown ends, click Send a new code. If the code has expired (it is valid for 15 minutes) or you entered it wrongly 5 times, request a new one. If you see the message about too many codes, wait up to an hour. Details: Sign-up and e-mail verification.