Troubleshooting

Start with the dashboard health information instead of immediately reinstalling the bot. Most Submitt problems fall into one of five areas: Discord account access, bot hosting, permissions/role hierarchy, licensing/billing or workflow configuration.

My Discord server does not appear

Open Dashboard → Servers and reconnect Discord. Confirm the logged-in Discord account is the server owner or has Administrator/Manage Server permission. If you recently gained permissions, reconnecting refreshes the guild list.

The bot is installed but the dashboard says it is offline

Open Dashboard → Setup or Operations and look at the heartbeat timestamp. If no fresh heartbeat exists, confirm the Skailar bot process is running, the Discord token is correct, and both the bot and Render web service connect to the same MySQL database.

Reinstalling the Discord bot usually does not fix a stopped hosting process.

Setup says permissions are missing

Review the permissions named by the health scan. The bot must be able to create/manage ticket channels, manage permission overwrites and send the messages/embeds required by your configuration. If you changed a Discord role after initial setup, rerun health checks after correcting it.

Application role automation fails

Move the Submitt bot role above every role it needs to add or remove. Discord role hierarchy restrictions apply even when the dashboard configuration itself is correct.

A ticket panel is visible but clicking it fails

Check that the server is still licensed, the bot is online, the panel's ticket type still exists, the ticket category/channel configuration is valid, and the member has not hit the configured open-ticket limit. If the panel was recently edited, republish/update it from the dashboard.

The dashboard redirects me to localhost after a ticket change

Deploy the latest Submitt dashboard build. Ticket and ticket-panel form actions now use app-relative redirects so Render's internal reverse-proxy address, such as localhost:10000, is never sent back to your browser. This fix does not require a Discord bot reinstall or an APP_URL change.

A member cannot submit an application

Confirm the form is open and published. Then check required roles, blocked roles, active-application limit and reapplication cooldown. Eligibility rules are enforced before a new submission is accepted.

The wrong staff can see a ticket/application

Review the workflow's configured staff/reviewer roles and Discord channel/category permissions. Submitt creates its own private channel overwrites for tickets, but existing Discord permissions and administrator privileges still matter.

Transcripts are incomplete

Confirm the bot can read the ticket channel and has the required Discord message-content capability enabled. Message metadata can exist even when the bot cannot retrieve full message content.

Billing looks stale

Open Dashboard → Subscription and choose Refresh billing. If a payment required bank authentication, complete it first. Submitt uses verified Stripe events as the source of truth, so the dashboard may briefly lag while Stripe finalizes an invoice.

A promotion code says invalid

Stripe evaluates code restrictions. Confirm the code is active and applicable to the selected product/customer. Codes can be restricted to specific customers, first-time transactions, minimums or usage counts. Entering the correct text does not override those Stripe rules.

I changed my card but billing still shows the old one

Return to the payment-method page and confirm the Setup flow completed successfully. Then use Refresh billing. The saved method must become the default method for future subscription invoices, not merely exist on the Stripe Customer record.

White Label suddenly reverted to Submitt branding

Check the active subscription and selected server entitlement. Stored custom branding becomes dormant when White Label entitlement ends or is scheduled to end after a downgrade. Once the White Label entitlement is active again, the stored fields can be used again.

The dashboard feels stale after changing Discord channels or roles

Reload the active configuration page after making structural changes in Discord. Submitt briefly caches Discord configuration to keep dashboard navigation fast, so a newly created channel or role may take a short time to appear.

When to contact support

Contact Submitt support when the bot heartbeat is healthy, permissions/role hierarchy pass, the server has an active entitlement and the problem still reproduces consistently. Include the affected Discord server name, approximate time, feature area, and what you expected to happen. Do not send your Discord bot token, Stripe secret key, database password or Gmail app password.