# Troubleshoot Browser

Fix common Browser access, loading, platform, and creator-verification issues.

URL: https://help.substy.ai/en/articles/troubleshoot-browser
Language: en

Use this checklist when Browser is unavailable or does not open.

## Check the creator

1.  Select the creator you intend to use.
    
2.  If the creator is pending or unverified, complete the verification requested by Substy.
    
3.  Complete two-factor verification when Substy asks for it.
    
4.  Browser is not available for Fanvue creators.
    

## Check Browser access

-   Confirm that Elite is available for your workspace.
    
-   Confirm that your role includes the Access browser capability.
    

## Retry the launch

1.  Refresh the page.
    
2.  Choose Try again or Open Browser again when that option appears.
    

## Reconnect the creator

If the creator connection needs attention, open Creator management, reconnect the creator, then return to Browser.

## Contact support

If the problem continues, contact support and include the visible error wording and the step that failed.