Troubleshooting
Fixes for common problems with signing in, invitations, plans, budgets, Deal Score, Market Watch and uploads.
Signing in and email
Section titled “Signing in and email”I can't sign in
Why: the email or password doesn’t match, or the account hasn’t been set up yet. If you were invited to a team, you have to set your password from a separate email before your first sign-in.
Fix: on the sign-in page, select Forgot your password? and follow the email. If you joined through an invitation, open the second email that tells you to set your password. If you signed up with Google, select Sign in with Google instead of typing a password. Still blocked? Contact support.
I didn't get the verification email
Why: the message may be in spam, or it took a few minutes to arrive.
Fix: check your spam folder first. Then select Resend verification email in the banner at the top of the app. The banner reads “Please verify your email address.” and shows “Verification email sent!” once it goes out. If it fails, the app says “Couldn’t send the verification email. Please try again in a few minutes.”
My team invitation says it expired
Why: invitations expire 7 days after they’re sent.
Fix: ask an Admin on your team to send a new one. See Accept a team invitation for what each invitation message means.
Plans and access
Section titled “Plans and access”A tab or feature is missing
Why: some features depend on your plan. Gold includes more than Silver. For example, Silver has lower limits on users, projects, storage and Market Watch.
Fix: compare your plan with Plans and what’s included. To upgrade, open Settings and select Change Plan. If you’re on a team, your role can also limit what you see. See Roles explained.
A coach says I have used all my AI credits
Why: your organization has used its AI credits for the current 30-day cycle. Credits are shared by everyone in your organization.
Fix: wait for your credits to reset, or upgrade to a plan with a larger allowance. The message includes a View plans link that opens the subscription section of Settings. Extra credits cannot be bought separately. See AI credits and monthly allowances.
The app is locked and says my free trial has ended
Why: the 30-day trial is over, or your subscription ended. The screen reads “Your free trial has ended” or “Your subscription has ended”.
Fix: choose a plan on that screen. Your data is safe and is waiting for you. If you need help, select Contact support on the same screen. See Trial.
My Deal Score shows a dash and says Score withheld
Why: the analyzer leaves the score blank until the recommended inputs for your strategy are filled in. Required inputs run the numbers. Recommended inputs are what let the app rate the deal.
Fix: fill in the fields still missing in the Deal Analyzer, then select Re-Analyze Deal. The card also offers Ask Annie where to find these if you’re unsure what a value should be. See Deal Score.
Projects
Section titled “Projects”Log Payment is greyed out
Why: you can’t log a payment against a project that has no budget yet.
Fix: set a budget on the Budget tab first (enter a total in Simple mode, or add line items in Detailed mode), then Log Payment becomes available. In Simple mode the Budget tab tells you “Set a total budget above to log payments.” See Budget and change orders.
Market Watch
Section titled “Market Watch”I selected Run scan now and no leads appeared
Why: a scan takes time. After you start a scan, leads can take up to 5 minutes to appear.
Fix: wait a few minutes, then reopen the leads table. If nothing shows up after that, check that your watch’s location and buy box aren’t too narrow, and widen them. Your plan also caps how many leads a watch can hold. See Set up Market Watch and Review Market Watch leads.
Documents
Section titled “Documents”My upload failed because the file is too large
Why: each file can be up to 2 GB. A larger file is rejected with the message “File(s) too large (max 2 GB)”, and your plan’s storage total also applies.
Fix: compress the file or split it into smaller parts, then upload again. If you’re near your plan’s storage allowance, delete files you no longer need or move to a plan with more storage.
Still stuck?
Section titled “Still stuck?”Email [email protected] with what you were doing, what you expected, and what you saw. You can also call 1 (877) 542-4585, Monday to Friday, 9am to 6pm ET.