Something not working? Find your problem below and follow the steps. If you are still stuck, ask us on Discord and tell us what you already tried.
I cannot log in
- "Email is invalid." No account uses that email. Check for typos, or try the Discord or Google button if you signed up that way.
- "Password is invalid." Reset it at zyo.lol/forgot.
- Asked for a code. You are logging in from a new network. Enter the code from the email we just sent. It expires after 15 minutes.
- Captcha keeps failing. Turn off VPNs or extensions that block scripts, then reload the page.
- Account suspended. The message shows the reason. If you think it is a mistake, contact support.
Emails are not arriving
- Check spam. Look in your spam, junk and promotions folders.
- Wait a minute. You can request a new email once every 60 seconds.
- Use a fresh link. Verification and reset links expire after 15 minutes. Request a new one at zyo.lol/resend or zyo.lol/forgot.
- Check the address. Make sure the email on your account is the one you are checking.
My profile changes are not showing
- Make sure you saved. Most editors only apply after you click Save.
- Hard refresh. Press Ctrl + F5 (or Cmd + Shift + R on Mac) to skip your browser's cache.
- Check the feature is on. Some items, like widgets or effects, have their own toggle, and some need Premium.
Old preview on Discord?
Discord keeps its own copy of link previews for a while. Changes to your title, description or image show up there later, even when your profile already shows them.
Discord presence or widgets are not working
- Connect Discord. Use Connect Discord under Connections on the Overview page.
- Join the server. Discord widgets only sync while you are in the zyo.lol Discord server. If the panel shows Rejoin the zyo Discord, click Re-link Discord or join with the invite, then Check again.
- Turn it on. Enable Discord presence in the customize panel. See Widgets.
- Check your Discord status. If you are invisible or offline on Discord, your profile shows you as offline too.
My custom domain does not work
- Check the record. It must be a CNAME from your domain to the target shown in the Domains page. Then press Check.
- Root domain? For a domain like
yourname.comyour DNS provider must support CNAME flattening (ALIAS or ANAME). - Give it time. DNS changes can take a while to spread. While SSL shows Pending, the certificate is still being created.
Full steps are in Custom domain.
My payment did not go through
- Network error at checkout. The checkout retries a few times on its own. If it still fails, reload the page and try again.
- PayPal is "pending". The payment was captured and is waiting for PayPal to confirm. Refresh your account after a minute.
- VietQR not detected. Send the exact amount with the exact transfer content from the checkout. The checkout watches for your payment for 15 minutes.
Still missing your item? Contact support with the order details. More in Buying items.
My upload failed
Image Host The error message tells you what went wrong:
| Message | Fix |
|---|---|
| Files can be up to 100 MB | The file is too big. Compress it, or get Premium for 250 MB. |
| Only PNG, JPG, GIF, WEBP, MP4, WEBM and MOV files are allowed. | Convert the file to one of these types. The real file type is checked, not just the name. |
| Not enough storage left. | Delete files you no longer need, or get Premium for 50 GB. |
| Too many uploads, try again in a few minutes. | You can upload 60 files every 10 minutes. Wait and try again. |
| Your session expired, reload the page and try again. | Reload the panel and upload again. |
| This image could not be read. | The image is damaged. Export it again from your editor. |
| Buy Image Host to upload images. | Image Host is a separate purchase. Get it on the pricing page. |
Keep the page open until every upload finishes. Closing it cancels the uploads still in progress.
My video does not play
MOV files only play in browsers when they are H.264. Videos recorded on an iPhone are often HEVC, which many browsers cannot play. The panel warns you after the upload, and the file page shows a download link instead.
- Convert it. Export or convert the video to MP4 with the H.264 codec. Most video editors and free converters can do this.
- Upload again. Upload the MP4 and delete the old file.
iPhone tip
In the iPhone camera settings, choose Most Compatible under Formats to record H.264 videos from now on.
A file or paste link does not work
- "File not found" or "Paste not found". It was deleted or expired. Check your auto-delete and expiry settings.
- "Waiting for review". The safety check flagged it. It stays hidden until a moderator reviews it.
- Asks for a password. The paste is protected. Ask the person who shared it.
- View-once paste is gone. It was deleted the first time someone opened it.
- No embed on Discord. Check that Discord embed is turned on in Image Host settings.
- Custom domain shows not found. Your domain only serves your own files and pastes, using
/i/CODEand/p/slug.