Common Issues & Solutions

This guide covers the most common issues users encounter and their solutions.

Login & Authentication

I can’t log in to my account

Possible causes and solutions:

1. Incorrect password

   • Click “Forgot password” to reset
   • Check for caps lock
   • Ensure no extra spaces

2. Account locked

   • Wait 30 minutes and try again
   • Contact support if issue persists

3. SSO issues

   • Clear browser cache
   • Try incognito/private mode
   • Contact your IT admin

Two-factor authentication code not working

• Ensure your device clock is accurate
• Use the most recent code (they expire in 30 seconds)
• Try backup codes if available
• Contact support to reset 2FA

I’m not receiving password reset emails

1. Check spam/junk folder
2. Add noreply@example.com to contacts
3. Wait 5-10 minutes
4. Try a different email if you have one linked

Performance Issues

The app is running slowly

Desktop/Web:

1. Clear browser cache and cookies
2. Disable browser extensions
3. Try a different browser
4. Check your internet connection
5. Close unused browser tabs

Mobile:

1. Update to the latest app version
2. Clear app cache
3. Restart your device
4. Check available storage space

Pages take too long to load

• Check our status page
• Try refreshing the page
• Disable VPN if using one
• Switch to a different network

Data & Sync Issues

My changes aren’t saving

1. Check for the red “Offline” indicator
2. Refresh the page
3. Check your internet connection
4. Try a different browser/device
5. Contact support with specific details

I see outdated data

• Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
• Clear browser cache
• Log out and back in
• Check if you’re viewing a cached page

Deleted item reappeared

This usually indicates a sync conflict:

1. Delete the item again
2. Wait 30 seconds for sync
3. Refresh the page

Mobile App Issues

App crashes on startup

1. Update the app to the latest version
2. Force close and reopen the app
3. Clear app cache:
   • iOS: Delete and reinstall the app
   • Android: Settings > Apps > [App] > Clear Cache
4. Restart your device
5. Reinstall the app if issues persist

Push notifications not working

iOS:

1. Go to Settings > Notifications > [App]
2. Ensure notifications are enabled
3. Check “Allow Notifications” is ON

Android:

1. Go to Settings > Apps > [App] > Notifications
2. Ensure notifications are enabled
3. Check battery optimization isn’t blocking the app

Integration Issues

Slack integration not working

1. Disconnect and reconnect the integration
2. Ensure you have Slack admin permissions
3. Check if the Slack channel still exists
4. Verify the bot is in the channel

Google Calendar not syncing

1. Re-authorize the Google connection
2. Check Google Calendar permissions
3. Verify the correct calendar is selected
4. Wait up to 15 minutes for sync

Account & Billing

I was charged incorrectly

Contact billing support with:

• Your account email
• Transaction date and amount
• Expected charge amount
• Screenshot of the charge

How do I cancel my subscription?

1. Go to Settings > Billing
2. Click “Manage Subscription”
3. Select “Cancel Plan”
4. Confirm cancellation

Note: You’ll retain access until the end of your billing period.

Still Need Help?

If your issue isn’t covered here:

1. Search our docs: Use the search bar above
2. Community forum: community.example.com
3. Contact support: /help
4. Live chat: Available 9am-6pm EST