This page covers frequently encountered issues and their solutions. If you're experiencing a problem not listed here, check the other troubleshooting articles or contact support.
Visitor Data Issues
Duplicate Visitor Records
Problem: The same person appears multiple times in your database.
Solution: Use the merge feature:
- Open the visitor record you want to keep (the primary).
- Click Actions > Merge.
- Search for and select the duplicate record.
- Review the merged data and confirm.
Can't Edit Visitor Information
Problem: The edit button is grayed out or changes won't save.
Solution: Check your role permissions. Only Admins and Ministry Leaders can edit visitor records. Greeters can only add notes. Contact your administrator if you need editing access.
Visitor Status Not Updating
Problem: A visitor's status isn't advancing after multiple visits.
Solution:
- Verify automatic status advancement is enabled in Settings > Church Settings.
- Check that the service types used for check-in are configured to count toward status.
- Ensure the visits were recorded for the same visitor record (not duplicates).
Task and Follow-up Issues
Tasks Not Being Created
Problem: Automated follow-up tasks aren't appearing after visitor check-in.
Solution:
- Check that automated follow-up is enabled in Settings > Church Settings.
- Verify the visitor has an assigned staff member (tasks are created for assigned staff).
- Check if the service type is configured to trigger follow-up.
Email Sequences Not Sending
Problem: Automated welcome emails aren't being sent.
Solution:
- Verify SMTP settings are configured correctly (see Email Not Sending).
- Check that the email sequence is published and active.
- Ensure the visitor has a valid email address on file.
- Check the sequence timing—some sequences have a delay before sending.
Performance Issues
Slow Page Loading
Problem: VisiConnect pages take a long time to load.
Solution:
- Check your internet connection speed.
- Clear your browser cache and cookies.
- Close unnecessary browser tabs.
- Try a different browser (Chrome, Firefox, Safari, or Edge recommended).
- If using a VPN, try disabling it temporarily.
Search Not Returning Results
Problem: Visitor search returns no results or incomplete results.
Solution:
- Try a simpler search term (just the last name or phone number).
- Check for typos or alternate spellings.
- Clear your browser cache.
- Refresh the page and try again.
Integration Issues
SMS Not Working
Problem: Text messages aren't being sent.
Solution:
- Verify Twilio credentials are entered correctly in Settings > SMS Settings.
- Check your Twilio account balance.
- Ensure the visitor has a valid phone number on file.
- Check that the visitor hasn't opted out of SMS messages.
Browser Compatibility
VisiConnect is tested on the following browsers:
- Chrome: Version 90+
- Firefox: Version 88+
- Safari: Version 14+
- Edge: Version 90+
For the best experience, use the latest version of Chrome or Firefox. Internet Explorer is not supported.
Mobile Issues
App Not Working on Mobile
Problem: VisiConnect doesn't work well on your phone or tablet.
Solution:
- Install the PWA for the best mobile experience (see PWA Offline Mode).
- Use a modern mobile browser (Chrome or Safari on mobile).
- Rotate to landscape mode for check-in forms.
- Ensure your device's operating system is up to date.
Getting More Help
If you can't find a solution in this guide:
- Search the Help Center: Use the search bar at the top of the page to find relevant articles.
- Check the other troubleshooting articles:
- Contact your church administrator: They may be able to resolve configuration issues.
- Contact VisiConnect Support: Visit getvisiconnect.com/contact to submit a support ticket.