Skip to main content

Troubleshooting

Common issues and solutions for MSP Collective.

Listing Not Approved After 48 Hours​

If your product listing hasn't been approved:

  1. Check your email for a rejection notice — it will include the reason
  2. Review the listing for potential policy violations (misleading claims, prohibited content, incomplete information)
  3. Edit the listing to address any issues and resubmit
  4. If you've heard nothing after 48 hours, contact moderation at [email protected]

Enterprise and Founding Partner tier vendors get auto-approved content and should not experience approval delays.

Campaign Impressions Not Delivering​

If your CPM campaign is active but not showing impressions:

  1. Check budget — If your daily budget is exhausted, delivery pauses until the next day
  2. Check targeting — Overly narrow category or channel targeting reduces your audience
  3. Check listing status — The campaign's associated listing must be approved and active
  4. Check campaign status — Ensure the campaign is in "Active" status, not "Paused" or "Draft"
  5. Check tier limits — You may have reached the maximum active campaigns for your tier

The pacing system distributes impressions evenly. You may see slower delivery early in a campaign's life while the system calibrates.

Review Removed Unexpectedly​

If your review was removed:

  1. Check Settings → Notifications for a moderation notice
  2. Common removal reasons: personal attacks, unverifiable claims, review of a product you haven't used, duplicate review
  3. If you disagree with the removal, submit an appeal at Settings → Appeals

Course Progress Not Saving​

If your course progress isn't being tracked:

  1. Clear browser cache — Stale cached data can prevent progress updates
  2. Check your connection — Lesson completion requires a successful API call
  3. Re-authenticate — Log out and back in to refresh your session
  4. Try a different browser — Rule out browser-specific issues

If the problem persists, your enrollment record may need to be reset. Contact support.

Badge Not Awarded After Qualifying​

Badge checks run automatically when you perform qualifying actions, but there can be a processing delay of up to 24 hours. If a badge still hasn't appeared:

  1. Go to Profile → Badges
  2. Click Check Badges to trigger a manual check
  3. If the badge still doesn't appear, verify you meet the exact criteria listed in Badge System

CPE Certificate Not Generating After Course Completion​

If you completed a course but can't download your certificate:

  1. Verify all modules are marked complete — check My Courses for any incomplete lessons
  2. Verify you passed all required quizzes at or above the pass threshold
  3. Try clicking Generate Certificate manually from the course completion page
  4. Certificate generation uses SHA-256 hashing and may take a few moments

Vendor Tier Upgrade Not Reflected on Profile​

After upgrading your vendor tier:

  1. Billing delay — Allow up to 15 minutes for payment processing
  2. Cache — Hard refresh your browser (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows)
  3. Check billing status — Go to Settings → Subscription and verify the payment succeeded

If the payment succeeded but your tier hasn't updated, contact support with your transaction ID.

Forum Post Rejected by Spam Filter​

The automated spam filter may flag posts that contain:

  • Multiple external links (especially shortened URLs)
  • Repetitive content or copy-pasted text from other posts
  • Promotional language in non-vendor contexts
  • Posts from new accounts (Trust Level 0) with limited history

If your post was incorrectly flagged, wait for moderator review. Increasing your trust level by participating in the community reduces false positives.

Account Verification Email Not Received​

If you didn't receive the verification email:

  1. Check your spam/junk folder
  2. Check that you entered the correct email address during registration
  3. Try Resend Verification from the login page
  4. If using a corporate email, check with your IT team — some mail filters block automated emails

As an alternative, sign in with Microsoft 365 to bypass email verification entirely.

Analytics Data Not Matching Expectations​

If your vendor analytics or campaign metrics seem off:

  1. Processing delay — Analytics data has a 48-hour processing lag before appearing in dashboards
  2. Daily aggregation — Stats are aggregated daily, not in real time
  3. Deduplication — Campaign interactions are deduplicated per user per event type. The same user clicking your ad twice counts as one click.
  4. Cache refresh — Analytics summaries are cached for 5 minutes. Wait and refresh.

Push Notifications Not Working​

If you're not receiving push notifications:

  1. Check browser permissions — Ensure notifications are allowed for mspcollective.io
  2. Check notification preferences — Go to Settings → Notifications and verify your preferences
  3. Check quiet hours — If you've set quiet hours, notifications are suppressed during that window
  4. Re-register — Go to Settings → Notifications and toggle push notifications off and back on

For mobile push (iOS/Android), ensure the app has notification permissions in your device settings.

Microsoft 365 SSO Login Failing​

If "Sign in with Microsoft 365" isn't working:

  1. Ensure your organization's Azure AD/Entra allows third-party app consent
  2. Try clearing cookies for mspcollective.io and microsoftonline.com
  3. If your organization requires admin consent for OAuth apps, ask your IT admin to approve the MSP Collective app
  4. As a fallback, register with email/password instead