> ## Documentation Index
> Fetch the complete documentation index at: https://docs.saphion.co.uk/llms.txt
> Use this file to discover all available pages before exploring further.
# Troubleshooting
> Fix the commonest problems yourself: signing in, missing places and records, connectors, unfinished actions and screens that will not load.
Most problems in Saphion have a short cause and a short fix. Find your symptom below. If nothing here works, [tell Support](https://docs.saphion.co.uk/help/contact-support.md) what you were trying to do and what happened, and we will take it from there. Some fixes need an Admin, and each says so.
Help and resources
## Before you start
Three quick checks solve a large share of problems.
1. **Read the message.** Saphion words its messages to say what happened and what to do. Many name the exact setting or person to ask.
2. **Reload the page.** Live updates keep most pages current, but a reload re-reads everything.
3. **Check where you are.** Make sure you are in the right Organisation (the name at the top of the sidebar) and the right place.
## I cannot sign in
| Symptom | Fix |
| - | - |
| "The email or password isn't right" | Check both, then try again. Choose **Forgot your password? Reset it** if unsure. |
| "This account is locked for now" | Too many failed attempts. Wait a minute, then try again or reset your password. |
| "This account can't sign in" | If you have only just joined, the account may still be getting ready. Try again in a minute, then ask your Admin. |
| The reset code never arrives | It can take a minute. Check your junk folder, then choose **Send a new code**. |
| "There's no Saphion account for this email address" | Check the spelling, or ask your Admin to invite you. |
| The invitation link says it cannot be used | It has expired or been cancelled. Ask your Admin to send a new one. |
Full steps are in [Sign in](https://docs.saphion.co.uk/sign-in.md). If you cannot sign in at all, email [support@saphion.co.uk](mailto:support@saphion.co.uk).
## A place, Project or record is missing
Three separate things decide what you see: your **Access** (Admin or Member), your access to the particular Project or record, and whether you hold a seat in the product. Any one can be the cause.
**1. Check the sidebar's rules**
**Actions** is offered to Admins and managers. **Company Overview** is offered to Admins and the people they invite. **Contacts** needs the Permission to view Contacts or Companies. See [Finding your way around](https://docs.saphion.co.uk/finding-your-way-around.md#read-the-sidebar).
**2. Check for a product seat**
A product such as CRM appears in the app switcher only if your Organisation holds it and an Admin has given you a seat.
**3. Ask for access**
If you open a Project you cannot access, Saphion says so and shows how to ask to be let in. Ask the person who owns it, or an Admin. See [Sharing and access](https://docs.saphion.co.uk/work/sharing-and-access.md).
## A record is missing from a list
A record that has gone from a list has not necessarily been deleted.
* Check the tab you are on and the active **Filter** on the board.
* Check whether **Show completed** or **Show archived** is switched on.
* Search for it with Ctrl+K. Search shows only what you can open.
* If it was deleted, look in the **Bin** on the **Archive** page. Most items rest there for 30 days and can be restored. A Project or a chat is deleted permanently. See [Bin and restore](https://docs.saphion.co.uk/admin/bin-and-restore.md).
## I am not sure an action went through
Do not repeat it yet. An interrupted screen does not tell you whether the change was made, and repeating an act that sends a message or changes work can do it twice. Open the record, read its details and its **Activity**, and decide from there. If you did the wrong thing, Ctrl+Z undoes your latest change today, then the one before. If it is still unclear, [contact Support](https://docs.saphion.co.uk/help/contact-support.md).
## A screen shows an error or will not load
* Choose **Try again** if the screen offers it. It reads the same thing once more.
* Reload the page. If you have unsaved typing, Saphion asks before you leave.
* If **Home** looks incomplete, read any error shown on that section, open the place behind it, such as **My actions**, and reload. A missing figure does not mean you have no work.
* If the error repeats, use **Report** on the message if it has one, or choose **Support & feedback**. Saphion sends the page, the record you had open, the release, your browser and recent errors with your request, so you do not have to copy them.
## A connector says Reconnect
Your sign-in to that system has lapsed. Open **Settings > Your connections**, choose the connector and choose **Reconnect**. Beacon can use a connector only after you finish signing in. See [Connectors](https://docs.saphion.co.uk/beacon/connectors.md).
## Beacon cannot see or do something
Beacon works inside your permissions, so it can read and act only where you could yourself.
* If it cannot find a record or file, open it yourself. If you cannot, Beacon cannot either.
* Tools set to **Needs approval** wait for you, and tools set to **Blocked** are never used. See **Settings > Your connections**.
* An Admin can switch off web search under **Settings > Connectors**.
## Settings will not close, or a section is refused
If you typed something that has not been saved, Saphion asks before leaving a section or closing Settings. Save or discard it. If a section is refused ("Only Admins can open …"), ask an Admin.
## Phone problems
The bottom bar shows only on a narrow screen and only for your Organisation's work. For everything else, open the sidebar with **Open sidebar**. See [Saphion on your phone](https://docs.saphion.co.uk/work/phone.md).
## I raised a request and have heard nothing
Open **Help & resources** and choose **My requests**. A number beside **Help & resources** means one of your requests has news. Saphion emails you when it is received, when we reply and when we finish it, unless you turned that off in **Settings > General**. See [Contact Support](https://docs.saphion.co.uk/help/contact-support.md#follow-your-request).
## FAQ
> **Should I clear my browser data?**
>
> Not as a first step. Reload the page, then sign out and in again. Use **Sign out of all devices** in [Your account](https://docs.saphion.co.uk/account.md) if you suspect another device.
> **A list says nothing matches, but I know it should.**
>
> A filter or a search word is probably narrowing it. Remove the filter or clear the search box.
> **Something I changed did not save.**
>
> Look for a message at the bottom right. It says what was refused and why. Fix the cause it names, then make the change again.
## Related
* [Contact Support](https://docs.saphion.co.uk/help/contact-support.md): Raise a request and follow it.
* [FAQ](https://docs.saphion.co.uk/help/faq.md): Answers to common questions.
* [Sign in](https://docs.saphion.co.uk/sign-in.md): Invitations, resets and switching Organisation.
* [Sharing and access](https://docs.saphion.co.uk/work/sharing-and-access.md): Why you can or cannot open something.
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