Troubleshooting Guide
Encountering issues? Don't worry. Here are practical solutions for the most common challenges you might face with EqualFaith Welfare.
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Installation & Setup
The site shows a blank white screen after uploading files.
This usually points to a PHP version mismatch. EqualFaith Welfare requires PHP 7.4 or newer. Log into your hosting control panel and check your PHP version. If it's older, upgrade it. Most hosts make this easy. After updating, reload your site.
The installer page at /install won't load.
Your files might not have uploaded completely. FTP connections sometimes drop files silently. Try re-uploading the zip package and extract it directly on your server using your host's file manager. This is more reliable. Then visit /install again.
Database connection errors during installation.
The installer needs accurate database credentials. Go back to your hosting panel and verify:
- Database name
- Database username
- Password
- Host (usually
localhost) - Is the gateway enabled in your settings?
- Does the gateway support your base currency?
- SMTP host
- Port number
- Username
- Password
- Encryption type (TLS/SSL)
- What you were trying to do
- Steps you've already taken
- Any error messages you see
- Screenshots if possible
One wrong character breaks the connection. If you're unsure, create a brand new database with a fresh user and try the installer again.
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Payment Processing
Donations or transactions are failing.
First, confirm your payment gateway is active. Navigate to Settings > Payment Gateways in your admin dashboard. Ensure the gateway you want is enabled. Also verify your API keys are correct and match the environment (test or live).
Payments work in test mode but fail in live mode.
This happens when you forget to switch from test keys to live keys. Each payment provider issues separate credentials for testing and production. Replace your test keys with live keys from your payment gateway dashboard. Double-check you've selected the right environment.
A payment option doesn't appear at checkout.
Check two things:
Some gateways only work with specific currencies. If both conditions are met and it's still missing, clear your cache and reload.
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Email Delivery
Users aren't receiving emails from the system.
SMTP configuration is usually the culprit. Open your config.php file and verify:
A wrong port number or password will cause silent failures. If you're unsure what to use, check your email service provider's documentation.
Test your email configuration.
Use the contact form on your frontend to send a test message. If it doesn't arrive, your SMTP settings need adjustment. Contact our support team if you need help troubleshooting.
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Feature Problems
I enabled a feature but it's not visible.
After toggling any feature in settings, refresh your admin page. If it still doesn't show, log out and log back in. This forces the system to reload your session with updated permissions. If the feature still doesn't appear, double-check that you saved the settings.
The chat widget isn't showing on the frontend.
Verify that Enable Chat Widget is toggled on in your feature settings. Also check your usage limits. Some plans have restrictions. If everything looks correct, clear your cache and reload.
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Performance & Visual Issues
The layout looks broken after an update.
Your browser might be serving cached CSS and JavaScript files. Clear your browser cache first. If you use Cloudflare or a caching plugin, purge their cache too. This usually resolves styling issues instantly.
The platform feels slow or laggy.
EqualFaith Welfare runs well on standard hosting but performs best with adequate server resources. If you're on a budget shared plan, consider upgrading. Also, large media files can slow things down. Optimize images and videos before uploading.
I edited a config file and now the site won't load.
Stay calm. Revert your last change immediately. Always keep a backup copy of any file before editing. If you're locked out, use your hosting file manager to restore the original file. Contact us if you need assistance.
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Still Having Issues?
Most problems have simple solutions. Start with the basics before diving deeper.
If nothing above resolves your issue, reach out to our support team. Include:
We're here to help and will get you back on track quickly.