Resolve common problems before opening a support request.
Most access and workflow problems can be narrowed down by checking the workspace, role, record status and the action that should have happened.
I cannot sign in
Confirm the email address and password first. If the password is unknown, use password reset. If 2FA is enabled, make sure the current authenticator code is being used.
My invitation did not arrive
Check spam/junk folders and corporate mail filtering. Ask the workspace administrator to confirm the invited email address before sending another invitation.
I am signed in but cannot see a project
Confirm that you are in the correct workspace and that your role has permission to view the project or related module.
I cannot edit or run a test
The test may already be submitted/approved, or your role may only have view access. Ask a workspace administrator to verify your test permissions.
I cannot approve a test
Approval is permission-controlled. Confirm that the test has actually been submitted and that your role is allowed to approve that workflow.
An email notification did not arrive
Check notification preferences, spam filtering and whether the action that triggers the notification actually occurred.
A document will not upload
Check the file size/type, network connection and whether your role has document-management permission. Retry once before creating duplicate records.
A handover package is missing information
Check whether the underlying system has equipment, testing, issue, acceptance or document records. Handover can only include information that exists in the deployment record.
Send support the workspace, project, system/test/issue involved, the page you were using, the action you attempted and the exact error message if one appeared.
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