Troubleshooting Common Issues with Plays

If you're experiencing issues with creating, saving, or managing plays, here are solutions to the most common problems:

Plays Not Saving

If your plays aren't saving properly, this may occur when you have multiple browser windows or tabs of the application open simultaneously. To resolve this:

• Close any additional windows or tabs

• Work with plays in a single browser window

• Wait a few hours and try again if the issue persists

There is no limit on the number of draft plays you can create.

Cannot Create New Plays

If you don't see the button to create new plays, this is likely due to your user permissions. Only users with admin-level access can create, edit, duplicate, and modify plays. Non-admin users (reps) can view plays but do not have create or edit permissions. Contact your administrator or support team to upgrade your access level from user to admin if you need to work with plays beyond viewing them.

Issues with If/Else Conditions

When working with if/else statements in the plays builder, make sure to:

• Select either "Matches Persona" or "Doesn't match Persona" when using persona-based conditions

• Complete all required fields before attempting to save

The system requires these selections to be explicitly made for the conditions to save properly.

Folder Management Problems

If you're unable to delete folders, add plays to folders, or edit folder settings, this is typically resolved automatically by the engineering team. If you encounter this issue:

• Try refreshing your browser

• Wait a few minutes and attempt the action again

• Contact support if the problem persists

Plays Not Appearing in Folders

If a play doesn't appear in the folder where you created it, this may be due to a frontend cache issue. To resolve this:

• Refresh the page

• Manually move the play to the correct folder if needed

• The play should function normally despite the display issue

Social Plays Stopped Running

If your social media plays (LinkedIn engagement, competitor tracking, etc.) have stopped running, this may be due to infrastructure issues with the data provider. These issues are typically resolved automatically by the engineering team. If you notice your social plays have flatlined, contact support for immediate assistance.

Unable to Delete Drafts

If you cannot delete a draft version of a play, try refreshing your browser. The draft banner may remain visible, but this is a display issue and doesn't affect the play's functionality.

If you continue to experience any of these issues after trying the suggested solutions, please contact support with specific details about the problem you're encountering.