Merge pull request #58870 from Expensify/stephanie-elliott-patch-13

Update General-product-troubleshooting.md

Author: techievivek

docs/articles/expensify-classic/settings/General-product-troubleshooting.md

@@ -1,58 +1,101 @@
 ---
-title: General Product Troubleshooting
-description: How to troubleshoot a website issue.
+title: general-product-troubleshooting.md
+description: Learn how to troubleshoot common Expensify issues, including login problems, error messages, and performance concerns.
+keywords: login issues, error messages, troubleshooting, browser issues, report errors, Expensify support
 ---
 
-# Issues with a Specific Feature
+# General Product Troubleshooting
 
-If you're experiencing issues with a specific feature, refer to the corresponding section of the help docs for detailed explanations of common errors and troubleshooting steps. If you cannot find an answer, reach out to **Concierge** via in-product chat or email us at **[email protected]**.
+If you’re encountering an issue in Expensify, these troubleshooting steps will help you solve it. 
 
-# Troubleshooting Local Issues
+---
+
+## Common Issues & Solutions
+
+## Can't Log In?
 
-Is your webpage not loading? Try these steps:
+If you're having trouble accessing your account, try the following:
 
-- Click [here](https://www.expensify.com/signout.php?clean=true) to force a clean sign-out from the site. This removes any stale data that may cause issues.
-- Clear your browser's **cookies and cache**.
-- Open an **Incognito** or **Private browsing** window.
-- Try using a **different browser**.
+- **Check your internet connection** – Ensure you're connected to a stable network.
+- **Force a clean sign-out** – [Click here](https://www.expensify.com/signout.php?clean=true) to force a clean sign out, then try signing in again.
+- **Try a different browser or device** – See if the issue persists elsewhere.
+- **Troubleshoot Magic Code issues** – If you're not receiving the Magic Code, refer to the [email troubleshooting guide](https://help.expensify.com/articles/expensify-classic/settings/Email-Notifications).
+- **Troubleshoot 2FA issues** – If you're having trouble with Two-Factor Authentication, check the [2FA troubleshooting guide](https://help.expensify.com/articles/expensify-classic/settings/Two-Factor-Authentication).
 
-# JavaScript Console
+**Still having trouble?** Reach out to Concierge and provide the details of the issue you are experiencing. 
 
-A developer console logs information about backend operations on websites and applications. This information helps developers diagnose issues.
+---
+
+## Seeing an Error Message?
 
-If you've been asked to provide a screenshot of your developer console, follow the instructions below based on your browser.
+If you encounter a generic or "Oops!" error, try these steps:
 
-## Chrome
+- **Open an Incognito/Private Browsing window** and attempt the action again.
+- **Clear your browser’s cache and cookies** – Follow these guides for [Chrome](https://support.google.com/chrome/answer/2392709), [Firefox](https://support.mozilla.org/en-US/kb/how-clear-firefox-cache), or [Edge](https://support.microsoft.com/en-us/microsoft-edge/view-cookies-in-microsoft-edge-63947406-40ac-c3b8-57b9-2a946a29ae09).
+- **Switch browsers or devices** – Determine if the issue is browser-specific.
 
-- **Keyboard Shortcut**:
-  - **Mac**: Cmd + Option + J
-  - **Windows**: Ctrl + Shift + J
-- **From the Menu**: View > Developer > JavaScript Console
+**Still experiencing the error?** Take a screenshot and contact Concierge with the details.
 
-## Firefox
+---
 
-- **Keyboard Shortcut**:
-  - **Mac**: Cmd + Option + K
-  - **Windows**: Ctrl + Shift + J
-- **From the Menu**: Menu Bar > More Tools > Web Developer Tools > Console tab
+## Issues with Transactions, Reports, or Receipts?
 
-## Safari
+If you’re encountering problems such as missing transactions, report submission failures, or receipt upload issues, try these:
 
-Before opening the console, enable it in Safari:
+- **Refresh the page** – Use `Ctrl + R` (Windows) or `Cmd + R` (Mac).
+- **Check your bank/card connection** – Navigate to `Settings > Account > Wallet` to confirm there are no connection issues. If you see an error, follow [this guide] (https://help.expensify.com/articles/expensify-classic/connect-credit-cards/Troubleshooting-Company-Cards) to resolve it.  
+- **Try a different device** – If using the mobile app, switch to the web version (or vice versa).
+- **Restart your device** – A reboot can resolve many common issues.
 
-1. Click **Safari Menu** > **Settings** > **Advanced**.
-2. Check **Show features for web developers**.
+**Still not working?** Ensure your app or browser is updated to the latest version.
 
-Once enabled, open the console:
+---
+
+## Experiencing Slow Performance or Display Issues?
+
+- **Disable browser extensions** – Some extensions may interfere with Expensify.
+- **Try a different network** – Switch between WiFi and mobile data to test connectivity.
+- **Check for Expensify outages** – Visit the [Expensify Status Page](https://status.expensify.com).
+
+---
 
-- **Keyboard Shortcut**: Cmd + Option + C
-- **From the Menu**: Develop Menu > Show JavaScript Console
+## Next Steps if the Issue Persists
 
-## Microsoft Edge
+If troubleshooting hasn’t resolved the issue:
 
-- **Keyboard Shortcut**:
-  - **Mac**: Cmd + Option + J
-  - **Windows**: Ctrl + Shift + J
-- **From the Menu**: Right-click a webpage > Inspect > Console
+1. **Check the Expensify Status Page** to see if there’s a known outage.  
+2. **Gather key details:**  
+   - The exact error message (if applicable).  
+   - Your device and browser details (e.g., "Chrome on Windows 10" or "Expensify iOS app").  
+   - A screenshot of the issue (if possible).  
+3. **Contact Concierge** with the above details for further assistance.
+
+---
+
+## Advanced Troubleshooting: JavaScript Console
+
+If a Concierge requests a screenshot of your **developer console**, follow these steps:
+
+### Chrome
+- **Mac:** `Cmd + Option + J`
+- **Windows:** `Ctrl + Shift + J`
+- **Menu:** `View > Developer > JavaScript Console`
+
+### Firefox
+- **Mac:** `Cmd + Option + K`
+- **Windows:** `Ctrl + Shift + J`
+- **Menu:** `Menu Bar > More Tools > Web Developer Tools > Console tab`
+
+### Safari
+1. Go to **Safari Menu** > **Settings** > **Advanced**.
+2. Enable **Show features for web developers**.
+3. Open the console: `Cmd + Option + C` or **Develop Menu > Show JavaScript Console**.
+
+### Microsoft Edge
+- **Mac:** `Cmd + Option + J`
+- **Windows:** `Ctrl + Shift + J`
+- **Menu:** Right-click on the page > **Inspect** > **Console**.
+
+---
 
-Following these steps will help diagnose and resolve common website issues effectively.
+This guide should help resolve most common Expensify issues. If you still need assistance, reach out to **Concierge** so we can help.