Troubleshooting and FAQ

I can't log in

• Confirm you're using the email address your account or invitation was created with.
• Reset your password from the login page.
• If you use multiple accounts, make sure the right one is active in the account switcher.
• Told to verify your email first? Open the link we emailed you, or use Send a new link on the login page.
• Lost your two-factor device? Choose Use a backup code and enter one of the backup codes from setup, then use Set up a new device under Settings → Security.

Recording permissions fail during setup

• Check the browser's site permissions — a previously denied microphone must be re-allowed there, the site can't re-prompt. Then choose Try again.
• On macOS, the browser itself also needs Screen Recording permission in System Settings → Privacy & Security.
• Close other apps that may hold the microphone (video call software is the usual culprit).

A tester can't see their study

• Confirm the study is live — a draft or paused study shows testers "This study has not started", and a completed or archived one shows "This study has ended".
• Confirm the tester has the study's current link and that the link is still enabled — otherwise they see "This link does not work".
• If the workspace has Allow External Testers turned off, testers must log in before they can take the study.
• A study appears in a tester's My Tests once it's live and they're logged in with the exact address it was sent to, or after they've started it from a public link while logged in.

A finished session isn't in results

A session counts as completed when the tester reaches the thank-you screen. If a logged-in tester closed the window before that, ask them to reopen the test from My Tests — finished activities are kept and they continue from the next one. If they chose Exit Study instead, their progress was discarded and they need to start over.

The builder says "Save failed"

Your last edit didn't reach the server — almost always a network drop. Keep the tab open and make another small edit to retry. The full builder-side reference is in Configuration errors.

I can't create a project, study, or audience

You've hit your plan's cap for that resource. Free a slot or upgrade — see Plan limits. Archiving an audience or other Workspace Intelligence item frees its slot, and trashing a project frees a project slot, but archived and trashed studies still count toward the study cap until they're deleted for good.

Our team workspace became read-only

The workspace's subscription ended. All data is intact; creating and editing resume when an admin chooses a plan under Manage Workspace → Billing. See Manage your subscription.

Still stuck?

Ask in the community forum — include what you tried and what happened. Bugs go in its Report a Problem category. For workspace access or billing questions, ask your workspace admin.