Account Common Issues

Solutions for frequently encountered account, settings, and billing problems in WorkSnap Pro.

Login Issues

Can't Log In

Symptoms: Unable to access your account.

Solutions:

1. Check email address - Ensure you're using the correct email
2. Reset password - Click "Forgot Password" on the login page
3. Check for typos - Passwords are case-sensitive
4. Clear browser cache - Old data may cause issues
5. Try different browser - Rule out browser-specific problems
6. Check account status - Your account may be suspended

"Invalid Email or Password" Error

Symptoms: Error message when trying to log in.

Solutions:

1. Verify email - Make sure it's the email you registered with
2. Reset password - Use "Forgot Password" to get a new one
3. Check caps lock - Passwords are case-sensitive
4. Try typing password manually - Don't rely on autofill

Password Reset Email Not Received

Symptoms: Requested password reset but no email arrives.

Solutions:

1. Check spam/junk folder - Most common cause
2. Wait a few minutes - Emails can be delayed
3. Check correct email - Did you enter the right address?
4. Try again - Request another reset
5. Check email filters - Corporate email may block it
6. Contact support - If none of the above works

Account Locked

Symptoms: Message saying your account is locked.

Cause: Too many failed login attempts or security concern.

Solutions:

1. Wait 15-30 minutes - Lockout may be temporary
2. Reset password - This often unlocks the account
3. Contact support - If lockout persists

Two-Factor Authentication Issues

Lost Authenticator Access

Symptoms: Can't access authenticator app for 2FA codes.

Solutions:

1. Check other devices - Authy, Microsoft Authenticator, and 1Password can sync to a second device
2. Restore from backup - Most authenticator apps can restore from a cloud backup
3. Contact support - With proof of identity. WorkSnap does not issue backup codes

2FA Code Not Working

Symptoms: Entering the code but it's rejected.

Solutions:

1. Check time sync - Your phone's time must be accurate
2. Wait for next code - Codes change every 30 seconds
3. Don't add spaces - Enter exactly 6 digits
4. Check right account - Ensure you're looking at WorkSnap in your app

Time Sync Fix

If codes consistently fail:

1. Go to your phone's Settings
2. Find Date & Time
3. Enable "Set Automatically" or "Network Time"
4. Restart your authenticator app
5. Try logging in again

Settings Access Issues

Can't Access Settings

Symptoms: Settings menu missing or options unavailable.

Cause: Your role may not have permission.

If You Can't Access...	Required Role
Any Settings	Admin or Owner
Team Settings	Admin or Owner
Billing Settings	Owner only
Company Settings	Admin or Owner

Solutions:

1. Check your role - Look in Settings > Team (if visible)
2. Ask for role upgrade - Contact an Owner
3. Verify organization - Are you in the right org?

Can't Access Billing

Symptoms: No Billing option in Settings menu.

Cause: Only Owners can access billing.

Solutions:

1. This is expected behavior for Admins and Members
2. Ask the Owner for billing information
3. Request ownership transfer if appropriate

Settings Changes Not Saving

Symptoms: Changes disappear after clicking Save.

Solutions:

1. Check for errors - Look for red error messages
2. Required fields - Some fields may be mandatory
3. Internet connection - Ensure you're online
4. Refresh and retry - Clear cache and try again
5. Try different browser - Rule out browser issues

Organization Issues

Can't Find My Organization

Symptoms: Logged in but don't see expected organization.

Solutions:

1. Check organization switcher - Click profile, look for org list
2. Correct email? - Different email = different account
3. Pending invitation - Check email for invitation link
4. Contact inviter - Ask them to re-invite you

Seeing Wrong Organization Data

Symptoms: Data doesn't match what you expect.

Cause: You may belong to multiple organizations.

Solutions:

1. Switch organizations - Click profile > organization name
2. Verify org name - Make sure you're in the right place
3. Each org is separate - Data doesn't transfer between orgs

Need to Leave an Organization

Symptoms: Want to remove yourself from an organization.

Solutions:

1. Ask an Owner or Admin to remove you
2. You cannot remove yourself (safety feature)
3. If you're the only Owner, transfer ownership first

Profile Issues

Can't Update Email Address

Symptoms: Unable to change your account email.

Current limitations:

• Email changes may require account recreation
• Contact support for email change requests
• You may need to verify the new email

Profile Picture Not Uploading

Symptoms: Image upload fails or doesn't appear.

Solutions:

1. Check file size - Keep under 2MB
2. Use supported format - PNG, JPG, or GIF
3. Refresh page - May be a display issue
4. Try different image - File may be corrupted
5. Clear cache - Browser may show old image

Name Displaying Incorrectly

Symptoms: Your name shows wrong in the app.

Solutions:

1. Go to Settings > Profile (or Account)
2. Update your first and last name
3. Click Save
4. Refresh the page

Changes may take a moment to appear everywhere.

Billing Issues

Payment Failed

Symptoms: Received notice that payment didn't go through.

Solutions:

1. Check card details - Card may be expired
2. Verify funds - Ensure sufficient balance
3. Update payment method - Enter new card
4. Contact bank - They may have blocked the charge
5. Retry - Sometimes temporary issues resolve

Charged Incorrect Amount

Symptoms: Charge doesn't match expected price.

Possible reasons:

Situation	Explanation
Pro-rated charge	Upgrading mid-cycle charges partial amount
Tax added	Sales tax based on your location
Annual vs. monthly	Different billing cycles have different amounts
Add-ons	SMS credits or other additions

If still incorrect:

1. Review billing history for details
2. Contact support with specifics

Subscription Downgraded Unexpectedly

Symptoms: Lost access to features you had before.

Possible causes:

1. Payment failed - Update payment method
2. Plan changed - Someone with access changed it
3. Trial ended - Free trial features are now restricted
4. Account issue - Contact support

Can't Cancel Subscription

Symptoms: Can't find cancel option or getting errors.

Solutions:

1. Verify you're Owner - Only Owners can cancel
2. Go to Settings > Billing - Cancel option is there
3. Clear cache - Interface issue may be hiding it
4. Contact support - They can assist with cancellation

Accidentally Cancelled

Symptoms: Cancelled but want to continue.

Solutions:

1. Resubscribe before period ends - Go to Billing
2. You keep access until period ends - No rush
3. Reactivate anytime - Your data remains

Data and Export Issues

Can't Export Data

Symptoms: Export button not working or missing.

Solutions:

1. Check your role - May require Admin/Owner
2. Try different format - PDF vs. CSV
3. Smaller selection - Export in batches
4. Check browser - May block downloads
5. Allow popups - Some exports open in new tabs

Data Appears Missing

Symptoms: Invoices, customers, or jobs seem to have disappeared.

Possible causes:

1. Wrong organization - Switch and check other org
2. Filters applied - Clear search/filter settings
3. Date range - Adjust date filters to include older data
4. Deleted items - May be in trash/archive
5. Role limitations - Some views may be restricted

Not actually missing:

• Data is rarely truly lost
• Contact support if you believe data is missing

Sync Issues

Symptoms: Changes made on one device don't appear on another.

Solutions:

1. Refresh page - Pull to refresh on mobile
2. Check internet - Both devices need connectivity
3. Log out/in - Forces fresh data load
4. Wait a moment - Sync can take a few seconds

Mobile App Issues

App Not Loading

Symptoms: WorkSnap won't open or loads blank.

Solutions:

1. Check internet connection - App requires online access
2. Refresh - Pull down to refresh
3. Force close and reopen - Clears temporary issues
4. Clear app cache - In phone settings
5. Reinstall PWA - Remove and re-add to home screen

Not Receiving Notifications

Symptoms: Not hearing about approvals, payments, or views.

WorkSnap Pro sends notifications by email. It does not send push notifications to your phone, so there is nothing to enable in your phone's settings.

Solutions:

1. Check your notification email - Settings > Notifications sets the address alerts go to
2. Check which alerts are on - Each event has its own toggle in Settings > Notifications
3. Check spam or junk - Alerts can be filtered there
4. Confirm your organization email - Alerts fall back to it when no notification email is set

PWA Not Updating

Symptoms: Running old version of the app.

Solutions:

1. Hard refresh - Pull down and hold
2. Close all tabs - Fully close the app
3. Clear cache - Browser settings
4. Remove and reinstall - Delete icon, re-add from browser

Email Issues

Not Receiving WorkSnap Emails

Symptoms: No emails from the app (invoices, notifications, etc.).

Solutions:

1. Check spam/junk folder
2. Add WorkSnap to contacts - Prevents spam filtering
3. Check email address in profile - Is it correct?
4. Check notification settings - May be turned off
5. Whitelist the domain - Ask IT if using corporate email

Emails Going to Wrong Address

Symptoms: WorkSnap emails arriving at old email.

Cause: Account still has old email or notifications set differently.

Solutions:

1. Update your profile email
2. Check notification preferences
3. Contact support if unable to change

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Quick Reference

Common Errors and Solutions

Error	Quick Fix
"Invalid credentials"	Reset password
"Account locked"	Wait 15-30 min, then reset password
"Permission denied"	Check your role, ask Owner for access
"Payment failed"	Update payment method
2FA code rejected	Check phone time sync, try next code
Settings not saving	Check required fields, verify internet

Who to Contact

Issue Type	Who Can Help
Can't log in	Support (via website)
Need higher role	Owner
Billing questions	Owner (or support)
Missing data	Support
Technical problems	Support

Before Contacting Support

Have ready:

• Your account email
• Description of the issue
• Steps you've already tried
• Screenshots if applicable
• Error messages (exact wording)

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