Troubleshooting
Solutions to common issues
The Responsible Gaming tab shows a "page not found" error
Go to Settings > Permalinks and click Save Changes without changing anything. This refreshes WordPress's links.
Clicking the confirmation link does nothing
Confirmation links only work when the customer is logged in to the account the email was sent to. Ask them to log in first, then click the link in the email again.
Links expire after 24 hours. If a limit change link has expired, the customer can simply request the change again from My Account.
A customer's self-exclusion confirmation link expired
Their account stays excluded until they confirm. They can click Resend confirmation email in My Account > Responsible Gaming to get a new link. Any older link stops working.
A confirmed change hasn't applied yet
- Changes apply on an hourly scheduled task, so allow up to an hour after the waiting period ends
- On low-traffic sites WP-Cron may run late. Set up a real server cron job - see Emails & Audit Log
- Check that cron isn't disabled (
DISABLE_WP_CRONinwp-config.php) without a server cron in its place
Customers aren't receiving emails
- Check spam and junk folders
- Install an SMTP plugin or transactional email service - many hosts block or limit PHP mail
- Check the customer's account email is correct
A limit isn't stopping a purchase
- Check Enable YetiAware is ticked in Settings
- Check the customer is buying from the right account - a customer who registers a second account with a different email starts with no restrictions
- Check the order statuses counted as spend. Orders that are still Pending payment or On hold don't count by default (an order being paid for right now is held against the limit for up to an hour)
- Spend counts in the period it was paid, so an order placed last week but paid today counts towards today's limit, not last week's
- Remember shipping, tax and fees aren't counted
The checkout checkbox isn't showing
- Check Enable YetiAware is ticked
- On the Blocks checkout, look in the additional information section near the bottom of the form
- Clear any page caching or optimisation plugin caches
Need Help?
If you have questions or need assistance, check out our Troubleshooting Guide or FAQ.