Troubleshooting

Fixing things that aren't working as expected.

Can I delete my WorkHub account?No. There's no option to delete your own account. Ask your company's admin to disable your access instead.Account & sign-in
How do I get a WorkHub account?Ask your company's WorkHub admin to invite you. You can't sign up for a company workspace yourself.Account & sign-in
I belong to another company but can't see it in WorkHub. Why?A company only appears in your company switcher when your membership there is active and the company itself is active…Account & sign-in
I didn't get the password reset email. What should I do?Check your spam or junk folder first, then make sure you typed the exact email address your WorkHub account uses…Account & sign-in
I stopped getting notifications completely, even in the bell. Why?You've probably switched off both Email Notifications and Push Notifications. When both are off, WorkHub stops all…Account & sign-in
I was invited to WorkHub but never got an email. What now?That's expected. WorkHub doesn't send invitation emails. Your admin needs to activate your account, and then you can…Account & sign-in
My password reset link says "This link has expired". Why?Reset links work only once and expire one hour after they're sent. Request a new link from the sign-in page.Account & sign-in
Why am I not getting email notifications?Email notifications only go out after you've saved your notification settings at least once, even if the Email…Account & sign-in
Why can't I edit anything? It says "Your account is read-only"Your role in this company is Viewer, which can look at work but not change it. Ask a company admin to change your role…Account & sign-in
Why does it say "That email and password don't match"?Either the email or password is wrong, or your account can't sign in right now (for example, it's still pending, it's…Account & sign-in
Will I get locked out after too many wrong passwords?No. WorkHub doesn't lock accounts after failed sign-in attempts. If you keep getting your password wrong, reset it…Account & sign-in
What does my Dashboard show?Your Dashboard (the home page) has four cards: Urgent Priorities, Assigned to Me, Today's Agenda and Personal Tasks…Projects & tasks
Why are the Add Task and New Project buttons missing?Your account most likely has the Viewer role, which is read-only. Viewers can see projects and tasks they have access…Projects & tasks
Why can't I mark my task complete?A task can't be completed while it has unfinished sub-tasks or another open task is blocking it. WorkHub shows "Cannot…Projects & tasks
Why can't I see a project?You only see projects you are a member or the lead of (company admins see all of their company's projects). Archived…Projects & tasks
Why do I get "Access denied" when I open a task?You can only open tasks in projects you belong to. Being assigned to a task or mentioned on it doesn't give you access…Projects & tasks
Why won't my file upload?Uploads usually fail because the file is too large, its type isn't allowed, or your account is read-only. The upload…Projects & tasks
How do I add a client?Click "Clients" in the left sidebar, then "New Client". Fill in the details and click "Save client".Help desk & customers
I didn't get a confirmation email for my ticket. What happened?Give it a few minutes and check your spam or junk folder first. The support inbox is only checked about every 5…Help desk & customers
I forgot my client portal password. How do I reset it?The portal has no "forgot password" link. Ask your contact at the company to set a new password for you.Help desk & customers
My card payment was declined. What should I do?Check the card details and billing ZIP, then try again or use another card. Declined payments aren't charged.Help desk & customers
Why can't I pay this invoice online?Online payment only appears for invoices that have been sent and still have a balance, and only when the company…Help desk & customers
Why can't I see a project or ticket in the client portal?The portal only shows projects that the company has linked to your client record, and tickets that came from your…Help desk & customers
Why didn't an email become a ticket?The most common causes are that someone already opened the email in the mailbox, the sender is blocked, the email was…Help desk & customers
Why does a form say "Form is Currently Inactive"?The form's owner has switched it off, so it isn't accepting submissions right now. A "Form Not Found" message means…Help desk & customers
Why does the ticket page say "No ticket found"?The email address and ticket ID you entered don't match the same ticket. Both must belong to the ticket exactly as it…Help desk & customers
Why was my ticket closed or marked completed?A team member marked it Completed when they believed your request was resolved. WorkHub never closes tickets…Help desk & customers
Why wasn't I notified when a customer replied to a ticket?WorkHub doesn't send a notification when a customer's reply is added to an existing ticket. The reply simply appears…Help desk & customers
Why am I being asked to sign a policy again? (How policy versions work)When an admin saves a policy as a new version, everyone has to acknowledge that new version, even if they signed an…Team, chat & data
Why am I not getting chat notifications?Chat notifications depend on the notification settings in your profile. The most common cause is that Chat Messages is…Team, chat & data
Why are chat message times different from my local time?Chat always shows times and the "Today / Yesterday" dividers in US Pacific Time, whatever your computer's time zone is.Team, chat & data
Why can't I see a channel or conversation my coworkers are using?You only see channels you've been added to, and only conversations from the company you're currently working in…Team, chat & data
Why can't I scroll back to older chat messages, or search them?A chat or channel shows only its 50 most recent messages. Older messages are still saved, but you can't scroll back to…Team, chat & data
Why were some rows skipped or flagged during my import?Rows with errors (shown in red) are skipped. Rows with warnings (shown in amber) are imported, but WorkHub filled in…Team, chat & data
I invited someone but they didn't get an email. What do I do?That's expected: inviting someone in WorkHub adds them to your company as Pending but doesn't send an email. To let…Admin & billing
My billing link says "This link has expired." What do I do?Card-update links only work for 30 days. If you can sign in, get a new link from Settings → Billing. If your workspace…Admin & billing
My WorkHub payment failed. What happens now?Your workspace keeps working for now. WorkHub emails you, tries the card again every 2 days, and pauses the workspace…Admin & billing
The agent can't see a ticket or won't connect. What should I check?Most problems come from the agent being turned off, the ticket's project not being ticked, or the connection having…Admin & billing
Why can't I save a password or API key in Company Settings?WorkHub encrypts mailbox passwords and payment keys before saving them. If the server's encryption key hasn't been set…Admin & billing
Why can't I see the Settings menu?The Settings link at the bottom of the sidebar only appears for company Admins. If you're an Editor or Viewer in the…Admin & billing
Why is my workspace paused, and how do I reopen it?A workspace is paused when the WorkHub subscription isn't paid: either a payment kept failing for 7 days, or the…Admin & billing