---
service: "Publicasta"
schema_version: "1.0"
article_id: 518
title: "Troubleshooting and support"
language: "en"
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api_url: "https://hosting-help.livegpstracks.com/api/public/v1/channels/hosting_livegpstracks/articles/troubleshooting?lang=en"
channel_url: "https://hosting-help.livegpstracks.com/api/public/v1/channels/hosting_livegpstracks"
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search_url: "https://hosting-help.livegpstracks.com/api/public/v1/search"
documentation_url: "https://publicasta.com/api-docs#reading-publicasta"
openapi_url: "https://publicasta.com/api-docs/openapi.json"
published_at: "2026-09-06T09:16:45+00:00"
updated_at: "2026-09-06T09:16:45+00:00"
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---

# Troubleshooting and support

> A website will not load, a customer cannot sign in, positions are missing or a payment is unclear: where to begin, what to tell support and which secrets to keep out of a report.

[Guide contents](./contents)

 Start by locating the problem rather than changing many settings at once: is the website unavailable, is a customer unable to sign in, is a payment missing, or has a device stopped reporting? “It does not work” can describe several unrelated situations.

 ## The website will not open or looks incomplete

 Check the exact address under [Websites and domains](./sites). The domain must match the configured website. A custom domain also needs correct DNS and HTTPS configuration; entering its name in the panel does not establish that its certificate is ready.

 Compare a normal and private browser window. If the page appears but styling or buttons take a long time to load, record the page URL, timestamp and stalled resource from the browser's Network panel. Do not change tariffs or customer assignments to diagnose a page-loading problem.

 If the failure affects one URL or action only, report that exact scenario rather than just the website's home page.

 ## A customer cannot sign in

 Check the login, account status and assigned website in the [customer's card](./users). Ask which domain they are using. Their password is not automatically the hosting owner's password.

 For password recovery, check the recipient address and spam folder. A “sent” message does not guarantee arrival in the inbox: the recipient's mail service may delay or reject delivery. Give support the address and request time, not a password or recovery link.

 If the hosting owner is repeatedly signed out, also check inactivity time and simultaneous logins under [access settings](./settings).

 ## A listed device has no position

 Separate three facts: the device belongs to an account, its service is activated, and data is actually arriving. One does not establish the others.

 Open [Devices](./devices), find the exact identifier and inspect the latest available data. Check its date and time first. An old position does not prove that the device is reporting now.

 In the demonstration screenshot, no record was found for the second tracker. That is a search result, not a diagnosis of a failed SIM card or insufficient funds.

 If there is no record, check power, connectivity and configuration using the instructions for the actual model. If a record exists but the customer cannot see the tracker, check the account, device ownership and service availability. Do not try random server addresses from another model's instructions.

 ![No tracker data was found; the result does not identify why the record is missing](https://hosting-help.livegpstracks.com/storage/projects/45/pages/518/2026/09/0944d175-bf13-475f-9a53-8739d2e6081e.webp)

 *A real empty result for the demonstration tracker from Devices. First check the identifier and whether data has arrived.*

 ## A tracker is restricted for payment

 Check the customer's balance, currency and activation charge. Activation during a month can be charged for its remaining portion. Money held by another customer or in another currency does not automatically fund this account.

 Establish the reason for the restriction before performing a chargeable activation. Repeated activation clicks are not a connectivity test. See [Devices](./devices) for the workflow.

 ## Money was paid, but the expected figure is missing

 Confirm the payment method, amount, currency, recipient login and time. Distinguish an unpaid invoice, a confirmed receipt, a customer balance and the hosting operator's monthly income.

 For an invoice paid to your company, reconcile the bank receipt and confirm that invoice. Do not also create a manual credit. For an electronic payment, give support the provider's transaction identifier without payment credentials.

 Monthly spending reports use a daily archive and may not include today's charges. A fresh receipt and no fresh spending-report row are not necessarily inconsistent. See [Finance and payouts](./finance) and [Invoices and service documents](./documents).

 ## An API request fails

 First distinguish a network error or HTML page from JSON containing an application result code. Check your website domain, endpoint, required parameters and current key. The legacy API uses the owner's main-account password, which may differ from the hosting-panel password.

 Start with a read-only request against a test account. Do not test access through repeated top-ups or device deletion. See [Hosting API](./hosting_api) for a request example and error guidance.

 ## What to send support

 A short, reproducible report is usually more useful than a long conversation:

 ```text
Hosting account / owner's login:
Website domain:
Date, time and time zone:
Customer / device identifier, where relevant:
Page and sequence of actions:
Expected result:
Actual result and exact error text:
Always reproducible or intermittent:
```

 For a payment, add the amount, currency and transaction reference. For a device, include its latest data time. For an API request, include the endpoint, HTTP status and sanitized response. Screenshots should show the error and context, but not passwords, API keys, tokens, recovery links or card details.

 Use the support channel available in the service. Secrets are not needed for the initial investigation. Before sharing a HAR file, remove cookies and authorization parameters.

 [Back to contents](./contents)