Troubleshooting common problems
Can't see a file, seeing upgrade prompts, hitting a limit, or missing a button.
I can’t see a file
Section titled “I can’t see a file”- It’s in a team workspace you’re not in. You’ll see This file belongs to a team workspace you are not a member of. Ask a Manager or Admin to add you to the team. See Teams and team workspaces.
- You’re not an active member of the organization yet. If you asked to join, or signed up when every seat was taken, you can’t see the organization’s content until an Admin approves you. Check Settings›Account, under Organisation.
- You’re signed in with a different account. Check the email address in Settings›Account.
I see an Upgrade prompt
Section titled “I see an Upgrade prompt”That feature isn’t on your plan. Training programs, the org map, checklists, approvals, analytics, performance reviews, recognition, client portals, task boards and the Noticeboard need Team. See Plans compared.
- On Team, only an Admin can upgrade. Ask one of your Admins. See Who can manage billing?
- If your organization used to have Team, what you made is still there and readable. See What happens when a plan or trial ends.
I’ve reached a limit
Section titled “I’ve reached a limit”The Free plan allows 3 of each kind of content, such as documents, process maps and training modules, and 3 GB of storage. When storage is full, you’ll see Storage limit reached (3 GB on the Free plan). Delete content or upgrade to continue.
- Delete what you no longer need, or
- upgrade to Pro, or ask an Admin about Team.
Your storage use is shown at the top of Settings›Billing.
A button I expected isn’t there
Section titled “A button I expected isn’t there”Some actions depend on your role:
| You’re looking for | Who sees it |
|---|---|
| Invite member, Remove, or changing someone’s role | Admins |
| Creating or managing teams | Managers and Admins |
| Upgrading to Team, canceling Team | Admins |
| + Create new, or editing content | Editors, Managers and Admins |
Check your role on Settings›Access, and see Roles and permissions.
I can’t change my Organisation
Section titled “I can’t change my Organisation”When your email domain’s organization is on the Team plan, the Organisation field is locked. See How organizations, members and seats work.
My video was rejected
Section titled “My video was rejected”The longest video you can upload depends on your plan. See Plans compared.
Something else
Section titled “Something else”Contact support. Include what you were doing, what happened, and the exact wording of any error.