Here is a list of potential issues and their solutions related to the topics we discussed about Workeet, covering various aspects of the platform:
1. Registration and Authentication Issues
Issue: User cannot register on the platform.
- Solution: Ensure all required fields are filled out correctly. Make sure the password meets security requirements (minimum characters, combination of letters and numbers). If the issue persists, check for any IP blocks or verify if the email has already been used.
Issue: Error in document authentication or 2FA (two-factor authentication).
- Solution: Ensure the document is legible and in an accepted format. For 2FA issues, verify if the code sent was entered correctly. If the error persists, contact support.
2. Categories and Features Issues
Issue: User cannot find their category or role in the system.
- Solution: Check if the desired category is properly registered and available to users. If not, add the category or offer a similar one. If the issue is display-related, clear the browser cache or refresh the page.
Issue: Failure to apply for a project.
- Solution: Ensure the user has completed their profile correctly and has updated necessary information (such as portfolio or skills). If the issue is technical, suggest clearing the browser cache or trying a different browser.
3. Connections and Interactions Issues
Issue: Difficulty connecting with companies or freelancers.
- Solution: Ensure the user has a complete profile and that their search preferences and skills are correctly configured. Encourage the user to check the subscription plans and the number of connections they are allowed.
Issue: User cannot send messages or requests.
- Solution: Check if the user is violating platform rules (such as spamming). Ensure there are no account restrictions or blocks imposed by the platform due to inappropriate behavior.
4. Payments and Platform Wallet Issues
Issue: Payment not completed or pending.
- Solution: Verify if the payment details are correct and if there is sufficient balance. If the payment has been processed but is not appearing on the platform, contact support to investigate the transaction status.
Issue: Issues with the Platform Wallet (funds not appearing).
- Solution: Ensure the user is logged into the correct account and that there are no processing errors. If the problem continues, support can investigate the transaction or technical error on the platform.
5. Privacy and Security Issues
Issue: Compromised account or unauthorized access.
- Solution: Ask the user to immediately change their password and review account activity. If possible, recommend enabling two-factor authentication (2FA) for added security. If necessary, suspend the account until the issue is resolved.
Issue: User cannot access privacy settings.
- Solution: Guide the user to the “Settings” section of their profile. If the issue is technical, suggest clearing the cache or trying a different browser.
6. Rule Violation Issues
Issue: User violating conduct rules (inappropriate language, harassment, etc.).
- Solution: If the behavior violates the conduct rules, the user’s account may be temporarily or permanently suspended, depending on the severity of the violation. Encourage reporting abuse through moderation tools.
Issue: Improper sharing of contact details (email, phone, social media).
- Solution: Immediately block or remove any post that shares personal data without consent. Inform the user that sharing personal information before formalizing a service is against platform rules and may result in penalties.
7. Feedback and Review Issues
Issue: False or manipulated review.
- Solution: If a fake or manipulated review is detected, investigate the situation and remove the review if confirmed. Encourage users to provide genuine feedback on transactions.
Issue: Difficulty giving or receiving feedback from clients or freelancers.
- Solution: Check if the feedback feature is enabled and if the process was completed correctly. If the issue persists, contact the support team.
8. Subscription Plans and Premium Features Issues
Issue: User cannot access paid plan features.
- Solution: Verify if the payment was processed correctly and if the subscription was confirmed. If the plan was purchased, access to premium features should be immediate. If not, contact support.
Issue: Plan change not applied correctly.
- Solution: Ensure the plan was successfully changed in the user’s account. If the error persists, contact support for resolution.
9. Customer Support Issues
Issue: Delay in support response.
- Solution: Explain to the user that the support team is working on resolving the issue and provide an estimated response time. If necessary, escalate the issue to a senior support agent for a quicker resolution.
Issue: Support response does not solve the problem.
- Solution: If the initial response did not resolve the issue, encourage the user to provide more details or reopen the case for further analysis. If the issue remains unresolved, the support team can escalate it for a personalized solution.
10. General Technical Issues
Issue: Errors or technical failures on the platform (bugs, crashes, slow performance).
- Solution: Ask the user to update their browser, clear the cache, or try accessing the platform from another device. If the issue persists, contact the technical team to investigate the cause.
Issue: Platform features not loading or displaying incorrectly.
- Solution: Check if the problem affects only one user or all users. Ask the user to try another browser or device, and if necessary, inform the IT team for investigation.
11. Contract or Service Termination Issues
Issue: Freelancer or company does not fulfill the agreed terms.
- Solution: Review the contract details on the platform. Encourage users to resolve the issue amicably through messaging or, if necessary, use the platform’s mediation tools to settle disputes.
Issue: Cancellation or non-payment after service completion.
- Solution: If payment was not made after service completion, contact the responsible party. If necessary, support can intervene to ensure payment is made as agreed.
12. Issues with Navigating the Platform
Issue: Difficulty finding specific information or services.
- Solution: Guide the user to use the search bar or navigate through the available categories and filters. If the issue is related to platform design, contact the UX/UI team to improve the user experience.
Issue: Broken links or pages not found.
- Solution: Check if the links are correct and functional. If it’s a technical issue, report it to the development team to fix the links or properly redirect the pages.
13. Issues with the Notification System
Issue: User is not receiving important notifications (new messages, proposal alerts).
- Solution: Ensure that notifications are enabled in the user’s account settings. If the issue persists, ask them to clear their cache or try the platform on another device. Also, check for technical errors in the notification system.
Issue: Excessive or irrelevant notifications.
- Solution: Encourage the user to customize their notification preferences by selecting the type of alerts they want to receive. Provide a notification management option in the account “Settings.”
14. Issues with Data Protection
Issue: Error when updating or viewing privacy and security settings.
- Solution: Guide the user to check their account permissions and ensure they are logged in correctly. If the issue persists, emphasize the importance of following security protocols and contact technical support for further investigation.
Issue: User feels insecure about how their personal data is used.
- Solution: Provide information on how the platform protects data, including encryption and compliance with the LGPD (General Data Protection Law). Reassure them that the platform never shares data without user permission, except when necessary for essential functions.
15. Issues with Interface and Usability
Issue: Loading errors or UI failures.
- Solution: Ask the user to refresh the page, clear their browser cache, or try accessing via another device. If the issue persists, the development team needs to investigate the UI error and find a solution.
Issue: Difficulty navigating on mobile devices (mobile version of the platform).
- Solution: Guide the user to check if they are using the latest version of the app or browser. If the issue persists, contact the development team to adjust the mobile interface.
16. Issues with Content Moderation
Issue: Inappropriate content being posted (spam, hate materials, etc.).
- Solution: If the content violates the platform’s rules, remove it immediately and, if necessary, suspend the user’s account. Encourage other users to report any inappropriate behavior through the reporting feature.
Problem: User is unable to publish content due to moderation.
- Solution: Explain that the content may be awaiting moderation before being published, and that the platform has a team responsible for reviewing materials to ensure they meet community guidelines. If the content was mistakenly blocked, review it and restore it.
17. Issues with Work Agreements and Contracts
Problem: Disagreements over contract terms between freelancer and client.
- Solution: Encourage both parties to communicate clearly through the platform to resolve misunderstandings. If necessary, offer a mediation tool to help settle disputes.
Problem: Changes to contract terms during the work process.
- Solution: Advise both parties to negotiate and document any changes through the platform. This ensures that modifications are formally recorded and both parties are aware of them.
18. Issues with Customer Support Services
Problem: User cannot access the help center or FAQs.
- Solution: Check if the help center page is functioning properly. Guide the user to search for information using keywords or provide direct links to common topics while the issue is being investigated.
Problem: User has difficulty finding the right support for a specific issue.
- Solution: Ensure the platform offers personalized support options, such as live chat, email, or specific help forums for different issues. If traditional support does not resolve the issue, escalate the case to a specialist in the area.
19. Issues with Feedback and User Relationships
Problem: User does not receive feedback or a review after completing a job.
- Solution: Verify if the client or freelancer has properly completed the feedback process. If not, send friendly reminders to encourage both parties to leave their reviews. If the issue is technical, check if the feedback system is functioning correctly.
Problem: Negative feedback does not reflect the work performed.
- Solution: Contact the user to discuss the review and understand the reasons behind it. If the feedback is false or inappropriate, provide an option to reassess the situation. If the issue is resolved, modify or remove the feedback.
20. Issues with Search Features
Problem: Search results are inaccurate or irrelevant.
- Solution: Verify if the filtering system is functioning correctly and if user data is properly indexed. Guide the user to use additional filters to refine search results.
Problem: Service category does not appear in search results.
- Solution: Check if the category is correctly configured in the system. If necessary, add the category to the database or inform the user about alternative categories that may be more relevant.
21. Issues with Freelancer Connections and Networking
Problem: User is unable to expand their network of contacts or connections.
- Solution: Check if the user meets the plan requirements to add connections or if there are specific limitations on the number of contacts. If the user is within the limits, encourage them to update their profile to attract more opportunities.
Problem: Freelancer cannot find clients or vice versa.
- Solution: Suggest that the user updates their profile with more complete information or actively searches for jobs. If the problem is technical, investigate the matching recommendation system to identify and fix issues.
Here are more specific problems and their solutions, covering other aspects that may arise on Workeet:
22. Issues with Transactions and Payments
Problem: Payment was not processed correctly.
- Solution: Check if the payment details were entered correctly and if the payment system did not experience technical failures. If the payment was made but not recorded, contact the payment team to investigate the issue. Offer the option to refund or reprocess the transaction.
Problem: Freelancer did not receive payment after completing the job.
- Solution: Check if the client completed the transaction correctly. If the payment was made correctly but the freelancer has not received it, investigate the payment distribution system. If necessary, manually transfer the payment to the freelancer if possible.
23. Issues with User Profiles
Problem: Error when creating or updating a profile.
- Solution: Verify that all required fields are filled in correctly and that there are no limitations on the type of data entered (such as image size or character limits in description fields). If the issue is technical, ask the user to try updating in another browser or contact support.
Problem: Profile information is not visible to other users.
- Solution: Check if the privacy settings are correctly configured. Instruct the user to adjust their profile visibility settings if necessary. If the issue persists, investigate a possible platform error.
24. Issues with Contracts and Legal Documentation
Problem: Contract cannot be signed digitally.
- Solution: Verify if the digital signature system is correctly integrated. Instruct the user to try signing on another device or browser. If the error persists, contact the development team to review the signing process.
Problem: Format incompatibility or error when submitting documents.
- Solution: Check if the file is in an acceptable format and if its size does not exceed the allowed limit. If the error is technical, instruct the user to try uploading the document again or provide a file in another compatible format.
25. Issues with Search and Filter Features
Problem: Search filters are not working correctly (e.g., category or location search).
- Solution: Verify if the categories and filters were correctly configured on the platform. If the filters still do not work, contact the development team to fix the issue.
Problem: Search for freelancers or companies does not return relevant results.
- Solution: Ensure that keywords and search categories are precise and well-defined. Encourage users to fill in their profiles with more details to improve search result accuracy.
26. Issues with Account Access
Problem: User forgot their password and cannot recover the account.
- Solution: Instruct the user to follow the password recovery process by sending a link to the registered email. If the recovery is unsuccessful, investigate whether there are issues with the password recovery system or if the account was compromised.
Problem: User is having trouble logging in (e.g., authentication error).
- Solution: Ensure that the user is entering the correct credentials (username and password). If the error persists, ask the user to try resetting the password or use two-factor authentication (2FA) to attempt accessing the account again.
27. Issues with Communication Features (Messages and Notifications)
Problem: Messages are not being sent or received.
- Solution: Check if there is any connection error or if the platform is undergoing maintenance. Instruct the user to try sending the message again. If the error persists, contact the technical team to investigate the messaging functionality issue.
Problem: Email notifications are not being received.
- Solution: Check the user’s notification settings and ensure the provided email is correct. If the issue persists, ask the user to check their spam folder or contact their email provider to confirm there are no blocks on emails sent by the platform.
28. Issues with Connection Features
Issue: Problems connecting with other users (e.g., adding a freelancer or company to the network).
- Solution: Check if the user’s profile is active and if the connection is being made according to the platform settings. If the issue persists, advise the user to try connecting again at a later time or provide technical support to resolve the issue.
Issue: Freelancer cannot respond to proposals or accept work.
- Solution: Ensure that the freelancer has the necessary permissions to respond to proposals and that the platform is not blocking their account or imposing connection limitations. If the issue is technical, investigate possible failures and restore the necessary permissions.
29. Issues with Feedback and Reviews
Issue: Reviews are being published incorrectly (e.g., wrong or duplicate review).
- Solution: Check the review publishing system for any duplication errors or failures in registering the review. If necessary, remove the incorrect review and guide the user to submit a new one.
Issue: Reviews are not visible on freelancer or client profiles.
- Solution: Confirm if the review was correctly registered in the system. If the feedback was posted correctly but is not visible, contact the technical team to fix the review display issue.
30. Issues with the Help Center and Support
Issue: User cannot find an answer to their question in the help center.
- Solution: Advise the user to search using specific keywords or contact support directly for personalized assistance. If the help article is insufficient, add more information to the help center for future reference.
Issue: Support response time is too long.
- Solution: Inform the user about the estimated response time, which may vary depending on workload. For urgent cases, offer support through another channel (e.g., live chat). If delays are recurring, assess the need to optimize internal customer support processes.
31. Issues with Customization and Additional Features
Issue: User cannot customize their profile or preferences.
- Solution: Verify if the profile customization system is functioning correctly. Advise the user to try editing again or use another device to test if the issue is local.
Issue: Lack of desired features or additional resources.
- Solution: Check if the desired feature is available in the user’s plan. If the feature is not available, offer alternatives or a request option for future analysis. If the functionality is essential, include it in future updates.
32. Issues with Compliance and Regulations
Issue: Posted content violates platform rules (e.g., plagiarism, discrimination, etc.).
- Solution: Immediately remove the content and, if necessary, apply sanctions to the account responsible for the violation. Inform the user about the platform’s guidelines and reinforce the importance of following the code of conduct.
Issue: User disagrees with privacy policies or terms of use.
- Solution: Clearly explain the policies and provide a summary of the key points. If necessary, offer a more detailed explanation of user rights under the LGPD and how their data is handled.
This list covers a wide range of issues and solutions related to various aspects of Workeet, helping ensure a secure and seamless experience for all users on the platform.