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Troubleshooting FAQs

I can't log in​

Common login issues and solutions:

Issue 1: Forgot password

Solution:

  1. Click "Forgot Password?" on login page
  2. Enter email address
  3. Check email for reset link
  4. Click link (valid 1 hour)
  5. Enter new password
  6. Login with new password

Issue 2: Email not found

Possible causes:
• Typo in email address
• Signed up with different email
• Account not yet created

Solution:
1. Try all email addresses you use
2. Check spam folder for registration email
3. Try "Sign Up" - might need to create account
4. Contact support if still stuck

Issue 3: Incorrect password

Solution:
1. Check caps lock is off
2. Try copy/paste password (avoid typing)
3. Use password reset if multiple failures
4. Check password manager for saved password

Issue 4: 2FA code not working

Solution:
1. Ensure phone time is synced
 Settings → Date & Time → Auto
2. Wait for new code (refreshes every 30 sec)
3. Try backup code instead
4. Contact support to temporarily disable 2FA

Issue 5: Account suspended

Reason: Failed payment

Solution:

  1. Settings → Billing
  2. Update payment method
  3. Click "Retry Payment"
  4. Account reactivated

Timer not starting​

Problem: Can't start timer

Solution checklist:

Check 1: Project selected?

Error: "Please select a project"

Fix:

  1. Click project dropdown
  2. Select project
  3. Select task (if required)
  4. Click "Start Timer" again

Check 2: Another timer running?

Error: "Timer already running"

Fix:

  1. Stop current timer first
  2. Or click "Switch Timer" to change projects

Check 3: Browser issues?

Fix:
1. Refresh page (F5 or Ctrl+R)
2. Clear browser cache
3. Try different browser
4. Check internet connection

Check 4: Account limits?

FREE plan: 100 entries/month limit

Fix:
• Wait until next month
• Upgrade to PRO (unlimited)
• Delete old test entries

Time entries not saving​

Problem: Entries disappear or don't save

Solutions:

Cause 1: Internet connection lost

Symptom: "Saving..." never completes

Fix:
1. Check internet connection
2. Refresh page when online
3. Entry should auto-save
4. If lost, re-add manually

Cause 2: Browser cache full

Fix:
1. Clear browser cache/cookies
2. Settings → Privacy → Clear Data
3. Refresh CADENSA
4. Try again

Cause 3: Required fields missing

Error: "Please fill all required fields"

Fix:
• Date: Must be selected
• Project: Must be selected
• Duration: Must be > 0
• Description: Optional (unless workspace requires it)

Cause 4: Session expired

Symptom: Redirected to login

Fix:
1. Login again
2. Check "Remember me" box
3. Increase session timeout:
 Settings → Security → Session Timeout → 30 days

Reports showing wrong data​

Problem: Report numbers don't match expectations

Troubleshooting:

Issue 1: Wrong date range

Check:
• Start date: Jan 1, 2026
• End date: Jan 31, 2026
• Make sure year is correct!

Common mistake:
• Selected 2025 instead of 2026
• Selected one day instead of full month

Issue 2: Filters applied

Check active filters:
• Project: "All Projects" or specific?
• User: "All Users" or just you?
• Billable: "All" or just billable?
• Tags: Any tags selected?

Solution:
• Click "Clear All Filters"
• Generate report again

Issue 3: Timezone differences

Problem: Times show in different timezone

Fix:
1. Settings → Localization
2. Check timezone setting
3. Entries display in your timezone
4. Report generated in workspace timezone

Example:
• Entry: 10:00 AM CET (Budapest)
• Your timezone: 4:00 AM EST (New York)
• Same entry, different display

Issue 4: Rounding

Symptom: 7h 45m shows as 7.75h

Explanation:
• Decimal hours: 45 min = 0.75h
• Not a bug, correct calculation
• 15min = 0.25h, 30min = 0.5h

Toggle display:
• Settings → Display → Time Format
• "7h 45m" vs "7.75h"

Issue 5: Deleted entries

Check:
• Deleted entries don't show in reports
• Check audit log (ENTERPRISE)
• Can't recover deleted entries
• Contact support within 7 days for recovery

Forgot to track time​

Problem: Worked yesterday, forgot to log time

Solutions:

Option 1: Add manual entry

  1. Click "+ Add Entry"
  2. Select yesterday's date
  3. Enter start/end time (or duration)
  4. Select project and task
  5. Add description
  6. Click "Save"

Best for: • Adding single entries • Specific time blocks

Option 2: Duplicate existing entry

  1. Find similar entry
  2. Click "..." → "Duplicate"
  3. Change date to yesterday
  4. Adjust duration if needed
  5. Save

Best for: • Repeated tasks • Same project daily

Option 3: Bulk add (PRO+)

  1. Click "Bulk Add Entries"
  2. Select date range (Mon-Fri)
  3. Same project/task all days
  4. Duration: 8h each day
  5. Click "Create All"
  6. 5 entries created at once

Best for: • Entire week forgot • Regular schedule

Best practices to avoid:

Set daily reminder (phone alarm at 5pm) Enable timer alerts (Settings → Notifications) Weekly review habit (every Friday) Use calendar blocks (block calendar when working)

Can't invite team members​

Problem: Invitation not working

Troubleshooting:

Issue 1: User limit reached

FREE plan: 1 user only
PRO plan: 20 users max

Solution:
1. Settings → Workspace → Members
2. Check user count
3. Remove inactive users, or
4. Upgrade plan

Issue 2: Email not received

Check:
1. Correct email address?
2. Check spam/junk folder
3. Resend invitation:
 Members → Find user → "Resend Invite"
4. Try different email address

Issue 3: Invitation expired

Invitations expire after 7 days

Solution:

  1. Settings → Workspace → Pending Invitations
  2. Click "Resend" on expired invite
  3. New email sent

Issue 4: Permission denied

Error: "You don't have permission to invite users"

Cause: Only Admins/Managers can invite

Solution:
• Ask workspace admin to invite
• Request Manager role upgrade

Budget alerts not working​

Problem: Not receiving budget notifications

Troubleshooting:

Check 1: Budget alerts enabled?

1. Project Settings → Budget
2. Check:
 ☑ Send alert at 50%
 ☑ Send alert at 80%
 ☑ Send alert at 100%
3. Save if unchecked

Check 2: Notification preferences

1. Settings → Notifications
2. Check:
 ☑ Email notifications enabled
 ☑ Budget Alerts enabled
3. Email address correct?

Check 3: Budget not reached yet?

Example:
• Budget: 80h
• Tracked: 35h
• 35h / 80h = 43.75%
• Alert at 50% (40h) not yet reached

Solution: Wait until threshold reached

Check 4: Spam folder

Check email spam/junk folder
• Look for: budget alert emails
• Mark as "Not Spam"
• Allowlist: notifications@cadensa.io

Mobile app not syncing​

Problem: Mobile entries not appearing on web

Solutions:

Step 1: Check internet connection

Mobile:
• WiFi or cellular data enabled?
• Airplane mode off?
• Try loading web page (Google.com)

Step 2: Force sync

Mobile app:
1. Pull down to refresh (swipe down)
2. Or Menu → "Sync Now"
3. Wait for "Synced" message
4. Check web app

Step 3: Check account

• Logged into same account?
• Same workspace selected?
• Same email address?

Verify:
• Mobile: Menu → Settings → Account
• Web: Settings → Profile
• Email addresses match?

Step 4: Restart app

1. Close app completely (not just minimize)
2. Clear from recent apps
3. Reopen app
4. Wait for auto-sync

Step 5: Reinstall app

Last resort:

  1. Export data first (if possible)
  2. Uninstall app
  3. Reinstall from App Store/Play Store
  4. Login again
  5. Data synced from cloud

Export not working​

Problem: Can't export report or data

Troubleshooting:

Issue 1: Browser blocking download

Fix:
1. Check browser download notification
2. Allow download when prompted
3. Check Downloads folder
4. Try different browser

Issue 2: Too much data

Error: "Export too large"

Solution:
• Reduce date range
• Filter to specific project
• Export in smaller chunks
• Contact support for full export

Issue 3: Format not available

FREE: CSV only
PRO: CSV, PDF, Excel
ENTERPRISE: All formats + API

Solution: Upgrade plan for more formats

Issue 4: Permission denied

Error: "You don't have export permission"

Cause: Workspace settings restrict export

Solution:
• Ask admin for permission
• Request role upgrade (Manager/Admin)

Integration not working​

Problem: Third-party integration failing

Common issues:

Slack integration:

Issue: Commands not working

Fix:
1. Reinstall Slack app
2. Workspace Settings → Integrations → Slack
3. Click "Reconnect"
4. Authorize permissions
5. Try command again: /cadensa status

Calendar sync:

Issue: Meetings not creating time entries

Fix:
1. Settings → Integrations → Google Calendar
2. Check calendar selected
3. Check "Auto-create entries" enabled
4. Disconnect and reconnect
5. Wait 15 minutes for sync

API integration (ENTERPRISE):

Issue: API calls failing

Check:
1. API key valid?
2. Rate limit reached? (1,000/hour)
3. Endpoint URL correct?
4. Authentication header included?
5. Check API logs in Settings → Integrations

Is CADENSA experiencing an outage?​

Check the system status page first if you notice widespread issues across the app.

Status page: status.cadensa.io

  • Real-time status of all services (API, web app, docs)
  • Incident history and updates
  • Scheduled maintenance announcements

In-app status banner:

If CADENSA is experiencing degraded or interrupted service, a yellow warning banner appears at the top of the app. You can dismiss it — it will reappear after 15 minutes if the issue is still ongoing.

Status indicators:
• Operational  — all systems running normally
• Degraded     — partial issues, some features may be slow or unavailable
• Outage       — service disruption, our team is working on it

If the status page shows "Operational" but you're still experiencing issues, contact support.

Next Steps​

Still Having Issues?​

Contact Support:

  • Email: support@cadensa.io
  • Response: 24 hours (PRO), 48 hours (FREE)
  • Live Chat: In app (PRO+)
  • Available: Mon-Fri 9am-5pm CET
  • Phone: ENTERPRISE only
  • Dedicated support line
  • 🐛 Bug Reports: support@cadensa.io

When contacting support, include:

  1. Your workspace name
  2. Email address
  3. Description of problem
  4. Steps to reproduce
  5. Screenshots (if applicable)
  6. Browser/device info