FAQ: access, billing and common product questions
Find clear answers about permissions, missing features, saved designs and the limits of countdown delivery.
3 min read
Screenshots show the real application in an isolated demo environment with fictional example data. Setup notices and controls may differ by environment, plan and role. Click an image to view it full-size, and always use the values generated in your own workspace.
Why can I view something but not edit it?
Your workspace role controls actions. Viewer and Analyst are not campaign-management roles. Owner-only settings remain owner-only even for an Admin. Check both the current workspace and the member role.
Why are templates or features missing?
The effective plan may limit shared templates or disable a feature. Agency-managed clients can have delegated limits different from the agency’s own workspace. Read the actual allowance and any campaign notice, not only the plan name.
I paid, but access has not changed. What should I check?
Check the provider’s real payment result, the workspace receiving access and Billing & usage. A return page is not proof of verified payment. For reseller purchases, check the trusted purchase record and client entitlement assignment with the agency. Avoid paying again just to retry access.
Does the app send my marketing emails?
No. CountdownFlow generates countdown assets, embeds and supported pages. Send the email through your own email platform. Application verification/reset emails are a separate transactional-mail function, not your marketing sender integration.
Will the timer be accurate forever inside an open email?
No continuous connection is guaranteed in an inbox. Images can be cached, GIF playback is bounded and some clients show only the first frame. Use a live website countdown when ongoing refresh is essential.
Does expiry stop someone buying from my store?
Not by itself. The timer controls presentation and smart-link routing. Your store or checkout must enforce the actual offer, customer eligibility and deadline.
Why did the gallery change but my campaign did not?
Existing campaigns keep their saved design configuration. Select an updated template deliberately in the designer and save it if you want to adopt the new styling.
Can I use an API key in an embed?
No. Website and email delivery use public campaign references. Administrative API keys belong on your server, and webhook secrets belong only on your receiver.
Can I invite a teammate instead of sharing my login?
Yes, use the owner’s team invitation workflow and select an appropriate role. The invitee should accept with their own verified account. Sharing a password hides who performed actions and gives excessive access.
Where should I start if I am still stuck?
Use Help center search with the feature and symptom, such as “email cached” or “evergreen identity.” Follow the related guide and test with a separate campaign. If support is still necessary, include a sanitized screenshot, campaign reference, workspace and expected/actual behavior—never credentials.