Most problems in the admin come from the checks the platform runs on every request: who you are, which workspace the address belongs to, what your role may do, which features are on and what your plan allows.
Signing in fails
"These credentials do not match our records." means the email address or the password is wrong, or the account does not belong to this workspace. Sign-in only checks the accounts of the workspace that owns the address in your browser, so the same login does not work on another workspace's domain.
After five failed attempts for the same email address from the same connection, sign-in is blocked for a short time and the message tells you how many seconds to wait. The account holder can also receive a security email about the blocked attempts, at most once every 15 minutes.
The password reset link
Forgot your password? always answers "If an account exists for this email address, we have sent a password reset link." For security, the answer is the same whether or not an account exists for the address. A reset link stays valid for 60 minutes. An expired or already used link ends with "This password reset token is invalid."
The Reset Password email cannot be turned off. If it does not arrive, see Email deliverability.
Two-factor codes are rejected
A wrong code shows "That code is not valid. Please try again." After five wrong codes the attempt ends with "Too many invalid codes. Please log in again.", and further codes for that account are refused for up to 15 minutes.
A code sent by email expires after 10 minutes. Without your authenticator app, choose Use a recovery code instead and enter one of the recovery codes you saved. Each works once.
When Admins must use two-factor authentication is on under Settings > Team & Roles, owners and admins without a second step are sent to the security tab of their profile and cannot continue until they set it up. Only the owner can change this setting.
Google sign-in fails
- No Google button on the sign-in page means Allow sign-in with Google is off under Settings > Login. If it is switched off while someone signs in, they see "Google sign-in is not available right now."
- "No account matches this Google address. Sign in with your email and password instead." appears when no account of this workspace uses that Google address and Enable registration page is off. With registration on, a new member account is created instead.
- "Your Google email is not verified. Verify it with Google and try again." means Google has not confirmed the address.
"You do not have access to this workspace."
You are signed in, but your account is not linked to the workspace whose address you opened. Open your own workspace's address, or ask its owner to invite you to the team.
If your workspace has its own domain, opening it through the platform subdomain forwards you to your domain. Sign-in pages and Settings > Login domain stay reachable on both, so you can fix a domain setting. See Domains and custom domains.
A menu item or a page is missing
Community, Courses, Hubs, Events and Payments appear in the sidebar only when the feature is switched on. Opening a page of a feature that is off sends you to the dashboard with "This feature is not enabled for your business." If a feature is off in your workspace, switch it on under Settings > Features.
Settings appears only for roles with the permission Update Platform Settings. Other pages need their own permission. Without it you are sent away with "You do not have permission for this action." Ask the owner for a role that includes it, see Team and permissions.
You reached a plan limit
Your plan limits, among others, members, team members, courses, hubs, forums and events. When a limit is reached, creating one more opens a dialog such as "You reached your limit of members" with "Please upgrade your plan to continue using this feature." Events show "You have reached your event limit for this plan." Free a place or upgrade under Settings > Billing.
The same limits apply to the trash: a deleted course, hub, forum or event can only be restored while you are below the limit for that type, so free a place or upgrade first. Restoring needs the permission Manage Trash. See The trash.
Your workspace is restricted or paused
When your trial ends without a plan, the workspace moves to a restricted state and a banner reads "Trial ended. Creating new content is paused." If Payments is on, it reads "Trial ended. Creating new content and taking orders are paused." Its Upgrade button opens Choose a plan to continue. Your content, members and settings stay. Until you choose a plan, creating new content is paused and your public checkout does not accept new orders. Your members keep full access. Only the account owner can choose a plan.
If no plan is chosen within the grace period after the trial, or a paid subscription has ended, admin access is paused. Every admin page then shows Your subscription has ended, and only Reactivate plan, the billing pages and Log out remain available. Members are not affected by this pause.
