Find the message you see, or the problem you have, and open its page. Each page says what it means and what to do.
Still stuck? Promoters can ask their manager. Admins can email support@momentsanalytics.com.
Signing in and your account
| You see | What it means |
|---|---|
| "Access Denied", signed out, or a list won't load | Pages you might land on, and what to do about each one. |
| I can't sign in | What each sign-in message means, and what to do about it. |
Promoter Portal
| You see | What it means |
|---|---|
| A button is greyed out | Why you can't record a sale, give a promo item or play games right now. |
| "Games aren't on right now" | The game screen can't show games because the activation is paused, ended or not started. |
| "Location off" | Your browser is blocking your location, so your records don't show where they happened. |
| "No games are on in this activation" | Your manager hasn't switched on any games for this activation yet. |
| "Paused: subscription expired" | Your organisation's subscription has run out, so sales, promo items and games are paused. |
| Red messages on the sale form | What each red message on Record a sale means, and how to fix it. |
| "That code is not correct" | The promo item code doesn't match the one sent to the shopper. |
| "That code isn't right" | The sign-in code you typed doesn't match the one we sent. |
| "That code wasn't found" | The prize code doesn't match any prize won in this activation. |
| "That transaction ID is already used by another sale" | Each payment can be recorded once. This transaction ID is already on another sale. |
| "The SMS could not be sent" | The promo item was created, but its code SMS didn't go out. |
| "This code has expired" | The shopper's promo item code is too old to use. Send a new one. |
| "This number has already received a product sample" | Each person gets one product sample in each activation. |
| "This number has already won" or "already played" | The shopper has reached the game's limit for wins or plays. |
| "Transaction ID is required" | Mobile Money and card sales need the transaction ID from the payment. |
| "You've been signed out" | Your session ended, so you need to sign in again. Nothing you saved is lost. |
Admin Portal
| You see | What it means |
|---|---|
| Errors when creating an activation or game | What each message on the activation and game forms means, and how to fix it. |
| You've reached a plan limit | What to do when your plan stops you adding something, or a feature needs a bigger plan. |
Viewers Portal
| You see | What it means |
|---|---|
| "This campaign isn't available" | The report you opened has been removed, or is no longer shared with you. |
Game screen
| You see | What it means |
|---|---|
| Game screen problems | What each message on the game screen means, and what to do. |
Playing on your phone
| You see | What it means |
|---|---|
| Problems with a game link or Mystery Box | What each message means when you play on your phone, and what to do. |