Common issues

Account and access

I have not received my verification email

Check your spam folder first. If the email is not there, select Resend verification email on the "Verify your email to get started" screen. See creating your account.

My invitation link has expired

Each invitation expires on the date shown in the Invitations section, and expired links stop working. There is no resend option: ask an Owner or Admin to revoke the old invitation and send a fresh one. See inviting members.

I cannot create tickets or change the plan

What you can do depends on your role and plan:

• Creating tickets requires a paid plan; on the Free plan you see an upgrade prompt.
• Read only members can view audits, tickets, and statements but cannot create or change anything.
• Plan changes and billing are managed by the organisation owner.

See roles and permissions and the Free plan.

Auditing

My screenshot upload was rejected

Screenshots must be PNG, JPEG, or WebP, up to 10 MB. Convert or compress the image, then try again. See adding surfaces.

Keyboard shortcuts are not responding

Walkthrough shortcuts are suppressed while you type in a text field, so notes never trigger navigation. They are also inactive on the end-of-walkthrough screen and while a dialog is open. See keyboard shortcuts.

I cannot create an iOS or Android asset

The Free plan is web only, so choosing iOS or Android shows an upgrade prompt. See the Free plan and pricing.

Plans and statements

My asset is frozen after downgrading

Assets above the Free plan's limit are labelled Frozen and become read-only; your data is kept. The owner gets a one-time swap: select Activate on a frozen website asset and choose an active asset to freeze instead. See changing your plan.

I cannot publish my statement

Publishing is blocked while any app-level question is unanswered. The statement page lists the outstanding questions next to the publish control so you can answer each with Pass, Fail, or N/A. See app-level questions and publishing your statement.