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Before reaching out to support, try the steps below. Most issues can be resolved quickly.

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4-step resolution process

1

Check the status page

Visit status.tryno.io to see if there is an ongoing platform incident.
2

Search the docs

Use the search bar at the top of this documentation to find answers to common questions.
3

Clear cache and refresh

Clear your browser cache, close all Tryno tabs, and reopen the app. On mobile (PWA), try removing and reinstalling the app from your home screen.
4

Contact support

If the issue persists, email suporte@tryno.io with a description, steps to reproduce, and screenshots.

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General issues

  • Check your email — Make sure you are using the email address you signed up with.
  • Reset your password — Click “Forgot password” on the login page.
  • Check for typos — Email addresses are case-insensitive, but passwords are not.
  • Try a different browser — Some browser extensions can interfere with authentication.
  • Clear cookies — Stale session cookies can cause login loops.
  • Refresh the page — A simple refresh resolves most transient issues.
  • Clear browser cache — Old cached files can conflict with updates.
  • Check your internet connection — Tryno requires a stable connection.
  • Disable browser extensions — Ad blockers and privacy extensions can break the app.
  • Try incognito mode — This isolates the issue from extensions and cache.
  • Check notification settings — Go to Settings > Notifications and make sure your preferred channels are enabled.
  • Allow browser permissions — Push notifications require you to allow notifications in your browser.
  • Check email spam folder — Email notifications may be filtered by your email provider.
  • Verify HTTPS — Push notifications only work over HTTPS connections.
  • Verify Stripe connection — Go to Admin > Settings > Payments and check that Stripe is connected and approved.
  • Check Stripe dashboard — Log in to your Stripe account to see if there are any issues or pending verifications.
  • Test with a small amount — Use Stripe’s test mode to verify the integration before going live.
  • Contact support — If payments are failing after verification, email suporte@tryno.io with the error details.

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Feature-specific issues

  • Check file size — Videos must be under your plan’s storage limit.
  • Supported formats — Mux accepts MP4, MOV, WebM, and most common video formats.
  • Wait for processing — After upload, Mux needs time to encode the video. Large files can take several minutes.
  • Check storage usage — Go to Admin > Settings to see your current storage usage.
  • Check your connection — Real-time chat requires a stable WebSocket connection.
  • Refresh the page — The WebSocket connection can sometimes drop and needs to reconnect.
  • Disable VPN — Some VPNs interfere with WebSocket connections.
  • Try a different browser — Ensure your browser supports WebSocket (all modern browsers do).
  • Check check-in requirements — Make sure you are completing the required check-in action (text, photo, etc.).
  • Verify enrollment — You must be enrolled in the challenge for progress to track.
  • Check timezone — Daily tasks reset based on the community’s configured timezone.
  • Refresh and retry — If the check-in button is unresponsive, refresh and try again.
  • Wait for data — Analytics require at least 24-48 hours of activity before meaningful data appears.
  • Check your plan — Advanced analytics are available on Pro and Business plans only.
  • Select the right time period — Make sure the date range selector covers a period with activity.
  • Refresh the page — Dashboard data is cached and may take a moment to update.

Support policy

Still stuck? See our support policy for how to get help.