Troubleshooting & Support
Use this page when something blocks your work and you need the fastest path back to operating normally.
Before You Contact Support
Section titled “Before You Contact Support”Check these basics first:
- Confirm you are in the correct workspace or organization
- Refresh the page and try again
- Check whether another teammate can reproduce the issue
- Capture the exact error message or a screenshot
- Note the event name, vendor, invoice, or record involved
Common Problems
Section titled “Common Problems”I cannot sign in
Section titled “I cannot sign in”Check:
- your email address is the one invited to the workspace
- your password is correct
- your two-factor code is current
- your browser is not blocking cookies
If you still cannot access the app, ask an organization admin to confirm:
- your account is active
- your role is still assigned
- your invitation has not expired
I can sign in, but I cannot see the page or button I need
Section titled “I can sign in, but I cannot see the page or button I need”This is usually a permissions issue.
Ask your admin to verify:
- your role
- the organization you are logged into
- whether the feature is enabled for your workspace
See Roles & Permissions for the access model.
An event is missing
Section titled “An event is missing”Check:
- filters on the events list or calendar
- date range
- venue or stage filters
- whether the event is still a hold instead of confirmed
If another teammate can see it but you cannot, it is likely a role or workspace-scoping issue.
A vendor or client cannot open their portal link
Section titled “A vendor or client cannot open their portal link”Ask them to:
- open the latest email link instead of an older one
- try in a private/incognito window
- confirm the link was copied in full
If the problem continues, resend the invitation or portal access link from the event or portal workflow.
See:
Numbers do not match what finance expects
Section titled “Numbers do not match what finance expects”Check:
- date filters
- whether expenses, settlements, and invoices are all recorded
- whether bank reconciliation is still pending
- whether you are looking at event-level or organization-level totals
Relevant pages:
What To Send Support
Section titled “What To Send Support”Send these details in the first message:
- your organization name
- your role
- the affected page or workflow
- the event name or record ID
- the exact error text
- screenshots or screen recording
- when it happened, with timezone
This usually cuts resolution time significantly.
Escalation Path
Section titled “Escalation Path”- Admin question: ask your workspace admin first
- Workflow confusion: check the relevant guide in this docs site
- Bug or outage: contact product support with the details above