Introduction to The Social Source
The Voyage Social Source (TSS) platform provides real-time student sentiment insights through interactive dashboards and AI-driven reports. This guide helps troubleshoot common issues and provides self-help solutions to ensure seamless access and usage.
For immediate support, use chat (24/7) on the Voyage platform or email Support@myvoyage.io.
1. Login & Access Issues
Issue: I Can’t Log In
Possible Causes:
Incorrect email or password.
Account not yet activated.
Browser cache issues.
Solution:
Reset Password: Click ‘Forgot Password’ on the login page.
Check Activation Email: If you’re a new user, verify your email for an activation link.
Clear Cache: Refresh your browser or try Incognito Mode.
Try a Different Browser: Voyage works best on Google Chrome and Safari.
Still having trouble? Contact Support@myvoyage.io or use live chat.
2. Dashboard & Report Access Issues
Issue: My Dashboard Isn’t Loading
Possible Causes:
Poor internet connection.
Browser compatibility issues.
Platform maintenance updates.
Solution:
Check Your Internet Connection – Refresh the page or switch networks.
Use a Supported Browser – Voyage is optimised for Google Chrome & Safari.
Disable Browser Extensions – Ad-blockers or VPNs may interfere with loading.
Check System Status – Visit the Voyage chat widget for real-time updates.
Issue: I Can’t Access a Report I Subscribed To
Possible Causes:
Subscription does not include the specific report.
Report has not been released yet.
Account permissions issue.
Solution:
Check Release Dates – Monthly reports are available by the end of the following month.
Verify Subscription Access – Ensure your account has the correct permissions.
Request an Upgrade – Contact Partners@myvoyage.io to unlock additional reports.
3. Data & Insights Issues
Issue: Data on My Dashboard Looks Incorrect or Outdated
Possible Causes:
Data refresh delay.
Incorrect filters applied.
Temporary system update.
Solution:
Refresh Your Dashboard – Click the refresh icon or log out and back in.
Adjust Filters – Ensure you’ve selected the correct date range and themes.
Check Latest Reports – Some data updates occur monthly, while others update in real time.
Issue: AI Sentiment Analysis Seems Inaccurate
Possible Causes:
Automated sentiment analysis misclassification.
Overlapping keyword filters.
Data input limitations.
Solution:
Review Keyword Filtering – Some insights may need manual review for nuance.
Adjust Your Search Terms – Boolean queries may need refinement.
Contact Support – If needed, request custom report refinements via Partners@myvoyage.io.
4. Notifications & Email Issues
Issue: I Am Not Receiving Report Notifications
Possible Causes:
Emails are going to spam.
Incorrect email on file.
Notification settings disabled.
Solution:
Check Spam/Junk Folders – Mark Voyage emails as ‘Not Spam’.
Verify Your Email Address – Update it in Account Settings.
Enable Notifications – Check your email preferences on the Voyage platform.
5. Custom Insights & Ad Hoc Requests
Issue: I Need a Custom Pulse Check or Campaign Tracking Report
Solution:
Email us at Partners@myvoyage.io to request:
Rapid offshore & onshore student insights
Campaign performance tracking
Tailored research projects
Voyage provides flexible ad hoc insights for fast decision-making.
6. Getting Help & Support
Self-Service Resources
Voyage Knowledge Archive – Find detailed guides & FAQs.
Live System Updates – Check the Voyage chat widget for status notifications.
Direct Support Channels
24/7 Live Chat: Available on the Voyage platform.
Email Support: Contact Support@myvoyage.io for technical issues.
Custom Insights Requests: Reach out to Partners@myvoyage.io for bespoke data solutions.
Final Notes
Voyage continuously enhances The Social Source to provide deeper insights and a better user experience. If you experience ongoing issues, our team is ready to help.
For urgent support, use chat for instant assistance.