Troubleshooting common website issues [B12 2.0]

Occasionally, you may run into issues with your website, such as updates not appearing, error messages, or a temporary suspension.

Most of these problems are simple to fix. This guide walks you through the most common issues and the steps you can take to resolve them.

Website updates are not showing

If your website updates are not appearing, it may be due to your browser displaying a cached version of your site. Here are steps to resolve this issue:

• • Perform a hard refresh:

    • On Windows: Press Ctrl + F5
    • On Mac: Press Command + Shift + R
    • Alternatively, hold the Shift key and click the refresh button in your browser.

  • Clear your browser cache: This action removes old stored data and helps load the latest version of your website. Instructions for clearing your cache can be found here.

  • Use incognito or private browsing mode: This mode does not use cached files, which can help in viewing the latest updates.

    • Chrome Incognito
    • Firefox Private
    • Safari Private
    • Edge InPrivate

  • Check on a different device or network: Sometimes, your network may cache data. Try viewing your site on a smartphone with WiFi turned off.

CSS cache issues

If updates are still not visible after trying the above steps, you may need to clear your website's CSS cache:

1. Go to your B12 Dashboard and enable Expert Mode.

2. Select Website > Style.

3. Scroll to Advanced Style Options and click Clear SCSS Cache. Although nothing may appear to happen, the cache will be reset immediately.

4. After clearing the cache, preview or publish your website again to check if the issue is resolved.

Website suspension due to non-payment

If your website is suspended, it’s usually because of a missed subscription payment.

Steps to resolve:

• • Contact the B12 Customer Success Team to retry your payment.

  • For ACH/Bank account payments, please allow 3–5 business days for processing.

  • Reach support via live chat in your B12 Editor or by email at hello@b12.io.

"Unable to change layout" or “Failed to generate” errors

Sometimes, when using the B12 Editor, you might see messages like “Unable to change layout”, “Failed to generate”, or experience long loading times.

These errors usually occur when the editor is processing many changes at once or when your internet connection is unstable. Try these steps:

• • Refresh the page and see if your latest changes appear.
  • Add a new section instead of regenerating the existing one.

    • For example, if you’re trying to edit a Team or Services section, try adding a new one using the Add section button.

  • Check your internet connection and make sure it’s stable. Slow or interrupted connections can cause timeout errors.
  • Wait a few minutes and try again. The system may still be processing updates in the background.
  • If the issue continues, contact the B12 Support Team with details about:

• • • Which section or page you’re editing (e.g., Team with photos, Services grid, etc.)

    • What action caused the error (e.g., changing layout, adding AI content, saving edits).

Our team can walk you through adding or customizing the section manually — including setting up images, team member names, and bios.

Error messages

Sometimes you may see error codes such as 401 (Unauthorized) or 503 (Service unavailable). These errors usually relate to access or server availability.

What to do:

• • If you see a specific error message, reach out to the B12 Support Team. They can provide details about the cause and guide you through resolving it.