Troubleshooting

The failures people actually hit, and what each one means.

The things people actually hit, and what each one means. Most of them are not faults — they are a rule doing its job, and knowing which rule is the whole of the fix.

#Signing in

“Invalid email or password” and I am sure it is right

Check the address you are signing in at. Every agency has its own subdomain, and a correct password at the wrong workspace fails exactly like a wrong one. The Sign in button on the marketing site asks for your agency and takes you there.

“Too many failed attempts. Try again in N minutes.”

Five failures within five minutes locks the email address for five minutes. Changing browser or device does not shorten it. It clears itself; support can clear it sooner.

The six-digit code has not arrived

Check spam first. If your agency has not verified a sending domain yet, codes come from the platform's address, which a strict filter is more likely to hold. You may request five codes before a wait; each new one invalidates the last, so use the newest email.

I entered the code and it says my password step expired

Nothing is wrong. The proof that you passed the password step lasts ten minutes. Start again.

I have forgotten my password

There is no self-service reset, and nobody — not your administrator, not platform support — can set one for you. This is a consequence of email being the second factor: a reset link to the same mailbox would collapse two factors into one.

A new invitation attaches new access to an existing account; it does not set a new password for one. Contact your administrator, who will raise it with platform support.

“This workspace is temporarily unavailable”

The agency has been suspended by the platform. Staff and clients are both affected. The page carries a support address.

A plain 404 with no sign-in form

The subdomain does not belong to any agency. Check the spelling.

#I cannot see something

A sidebar entry is missing: Your role does not hold the permission behind it. Check Settings → Your access against the sidebar table. Your administrator changes roles on the Team page.
404 on a URL somebody sent me: Either the same permission problem, or the record belongs to another tenant. Both answer identically on purpose — a different answer would confirm the record exists.
“Module not enabled”: Not a permission problem. That module is switched off for that client. Turn it on at Client → Settings → Modules.
The client says a section is missing from their portal: Check both switches. A module that is enabled but not visible runs and does not appear. That is a supported configuration, so it is easy to leave set by accident.
A client I created has vanished from the list: The default filter is Active. A paused or offboarded client is behind its own filter, or behind All.
The page loads with no buttons on it: A read-only session. Either the client account is offboarded, or the agency's subscription is past due. See Read-only demotion.

#A control will not let me

Save seats is disabled: The number you typed is below what is already in use. Disable a team member or offboard a client first — the platform will not choose for you who loses access.
Send for signature is disabled: Blockers remain, and the page lists them: an unfilled template field, or no signers.
Add keyword is refused: The client is at its keyword ceiling. Untrack something to free a slot — untracking keeps every measurement already taken, and Track again restores it.
A lookup or refresh button is greyed out: The allowance is spent. It is disabled rather than left to fail, so you find out before pressing it rather than after.
Generate invoice shows a dash instead of an amount: The client has billable hours and no hourly rate. Set one at Client → Settings; the report links straight there.
I cannot edit a contract: It has been sent. Sending freezes the wording permanently — an approval has to be an approval of specific words. Withdraw it and draft a replacement, or amend it once it is complete.
I cannot edit a piece of content: The body is editable only in Draft and Changes requested. Use Request changes, or Need another round? Pull it back on an approved item.
There is no Approve button and I am an approver: Either the item is not at your step yet — the approval progress card says which step it is at — or you are the author and self-approval is switched off for the agency. See Content approvals.
I cannot act on my own row on the Team page: That is deliberate. Ask another administrator.

#Contracts and signing

The signer says the link is not valid: Resending invalidates the previous link. They almost certainly have an older email open — send them to the newest one, or press Resend once more and tell them to use that message only.
The signer cannot tick the consent box: It stays disabled until they have opened the PDF. Open the PDF is a precondition, not a suggestion.
The signer sees “waiting — not your turn”: Signing order. Parties later in the order do not get their link until the earlier ones have signed.
A party declined and now nothing can be done: A decline ends the agreement for every party. Reopen for signature is available on a declined contract once the reason has been dealt with.

#Something is not happening on its own

Rankings have stopped updating: In order of likelihood: the client is paused or offboarded; the SEO module is disabled; the client is at a ceiling; the agency is past due. All four stop paid work by design. See Background jobs.
A crawl has been running for hours: Large crawls take a while, and the poller reschedules itself rather than giving up. If it has been a day, raise it with support — nothing in the agency portal shows the queue's health.
Nobody is getting the approval digest: It is once a day, not per transition. Check the sending domain's status, and check spam. The unbatched signal is the dashboard.
Uptime says a site is fine and it is down: A site is only reported down after two consecutive failed checks, five minutes apart. Between the first failure and the second, the interim count is shown beside the badge.

#Email

Mail still comes from the platform, not from us: Not every DNS record has verified. Mail keeps sending from the platform address until they all do — nothing breaks in between. Compare each value character for character and re-check. See Sending from your own domain.
It was verified and now it is not: A record has been deleted or edited. Sending falls back to the platform address rather than failing silently, and a background job re-checks daily.
Payment status is not updating: A machine caller reaching the application needs both a routing exception and a firewall rule. Missing either produces deliveries that fail while looking like success. This one is not fixable from inside the product — raise it with platform support.

#Data and corrections

Time logged against the wrong day: Delete the entry and log it again with the right worked-at date. The time report and every invoice are built on that field, not on when it was typed.
I deleted a time entry that was already invoiced: The invoice does not adjust itself. Correct the invoice separately — see Invoices → corrections.
I scheduled a client for deletion by mistake: Cancel deletion, any time in the 30-day window. It needs a free client seat, so raise your seat count first if you have filled the gap.
I removed a website and lost its crawl history: That is what the confirmation warned about, and there is no undo. Crawls, audits and backlink snapshots belong to the website record.
I stopped an uptime monitor and lost the incident history: Also gone. Pause keeps everything; Stop does not. Pause is almost always the one you want.

#Still stuck

Your agency's support address is on your clients' portal home and on the sign-in page — set it in Settings → Branding if it is not. Agency staff should raise anything this page has not answered with their own administrator, who can reach platform support.

Before you do, the audit log is worth a look: a surprising share of "this changed on its own" turns out to have a name and a timestamp against it.