Help CenterAccount, team & permissionsFix a problem
Fix account, team, permission and subscription problems
Every message you might see when signing in, or with members, roles, the subscription and business hours, with the reason and the fix.
If something goes wrong
What you see
Why
What to do
“Invalid login details”
The email or password is wrong.
Use Forgot Password?. See Reset or change your password.
The code expired
3 minutes have passed.
Ask for a new code.
“Try again in a moment” when signing in
Too many attempts within a minute.
Wait a minute, then try again.
“You don’t have access to this workspace”
You aren’t a member of it, or your account in it was deactivated.
Ask for an invitation. See Invite a teammate to your workspace by email.
“The workspace is being set up” or “Updating”
The workspace is getting ready, or the platform is being updated.
Try again after 30 seconds.
“The workspace is suspended”
The workspace is scheduled for deletion, or support suspended it.
Contact the owner or support.
You were suddenly signed out
The session reached its maximum life, you were signed out remotely, or the password was changed.
Sign in. See See your signed-in devices and sign any of them out.
“This link no longer works”
It expired, or it was resent or canceled.
Ask for a new invitation.
“This invitation is for someone else”
You signed in with another account.
Choose Switch account and sign in with the invited email.
“This address already has a Corteksa account”
A direct add for an existing account.
Send an invitation. See Add a member directly with a password.
“You cannot change your own role or access”
You’re editing yourself.
Ask another admin.
“The workspace owner cannot be managed from here”
The person is the owner.
“Only the workspace owner can manage a super-admin” or “Only the owner can set another member’s password”
It’s an action for the owner.
Ask the owner.
“You can’t grant a permission you don’t have”
The role is higher than your permissions.
Ask the owner. See Delete a role, and the rules that keep roles safe.
“This would leave the workspace with no one to manage roles”
The change removes the last person who manages roles.
Give someone else the permission first.
“The role is assigned to users”
You’re deleting a role that has members.
Choose a replacement role.
“A member can belong to one team only”
More than one team was chosen.
Choose one team. See Create teams to turn on the Team-wide access level.
“Access Denied” on a page
Your role doesn’t have this feature’s switch.
Ask the owner for the switch. See Every feature switch in a role.
The records list is empty, but the unit shows
Your level is “If responsible”, and no records are assigned to you.
A record shows “not found”
You can’t see it, or it was deleted.
Check your level in Permissions: Allowed, Team-wide access, If responsible, Denied.
An assignee change wasn’t saved, and a warning showed
Assigning is denied for your role.
You don’t see a new number’s chats
The chat isn’t linked to a record, and your level isn’t “Allowed”.
“Your workspace is read-only. Add a payment method to make changes.”
A payment failed or the trial ended, and the 3-day grace period is over.
“Plan limit reached”
You’ve reached a monthly limit.
Upgrade the plan, or buy an add-on. See Buy an add-on or a credit pack.
“Add a payment method first” when changing plans
The subscription isn’t active.
Pay first, from Add or change a payment card.
“A mobile number is required to pay”
No number is saved.
Enter your number with the country code.
“Add-ons need an active plan and a saved payment method” when buying an add-on
You’re on a trial, or you have no card.
Wait for the subscription to start.
“Installments are for yearly plans”
The installment service turned down this checkout.
Pay by card. See Pay yearly in 4 installments with Tabby or Tamara.
“Hours on the same day must not overlap” in business hours
Two ranges overlap.
Change one of them. See Set business hours and holidays.
“Someone else changed these hours”
Someone edited it at the same time.
Reload.
You don’t see Audit Logs
You aren’t the owner or a super admin.
Did this guide solve it?
If not, we’ll ask what was missing.