Troubleshooting

Employees, administrators, and firm owners can start here when something in Assisterp isn’t working. Find what you’re seeing below, then follow the link or the steps for it.

Find the cause

What you’re seeing	Most likely cause	Where to go
You can’t sign in, or the sign-in page shows an error	Wrong address, wrong password, or an account problem	Fix a sign-in problem below
You forgot your password	—	Reset a forgotten password below
A menu, tab, or button that a colleague has is missing for you	Your role doesn’t include it	Permissions and Visibility
A task won’t mark as complete	It still has unfinished subtasks	Why a task cannot be completed
A job won’t mark as Completed	It still has open tasks or other items	Jobs and pipelines
A task, meeting, or invoice won’t delete, with a message that it’s used in a workflow job	Items that belong to a job can’t be deleted	Jobs, pipelines, and tasks
You can’t create a job or meeting for a client	The client is Inactive or Dissolved	Jobs for clients that are not active
Recurring tasks, meetings, or jobs stopped appearing for a client	Automatic work runs only while the client is Active	Clients — check the client’s status
An invoice won’t go back to an earlier status	Invoice status only moves forward	Invoice statuses and lifecycle
Your attendance shows a session you never signed out of	An earlier day was left open	Sign out at the end of your day

If none of these match, ask your manager or your firm’s Assisterp administrator first. To report a problem or ask a question to the Assisterp development team, use Help — see Report a problem below.

Fix a sign-in problem

Assisterp signs you in through your firm’s own workspace address. Visiting Assisterp’s main site instead of your firm’s address sends you to sign-up rather than sign-in. Make sure you’re using your firm’s own sign-in link — an unrecognized workspace address shows Invalid domain. Please check and try again.

At the sign-in page itself, a few messages mean different things:

• Invalid login credentials. — the email or password is wrong. Retry, or select Forgot Password? (see below).
• Your account is inactive. Please contact support for assistance. — your account exists but isn’t active yet. This isn’t something you can fix yourself; ask an administrator to activate your account under Employees and Roles.
• You have no associated branches. — your account exists and is active, but isn’t assigned to a branch. Ask an administrator to assign you to a branch under Employees and Roles or Branch offices.

You can’t open Help until you’re signed in, so for both account-status messages above the fix is an administrator action.

Reset a forgotten password

1. On the sign-in page, select Forgot Password?.
2. Enter your email and request a verification code.
3. Enter the 6-digit code sent to your email.
4. Set a new password. It must meet the password rules.

A few things can go wrong along the way:

• Verification code has expired. — request a new code.
• The verification code you entered is invalid. — re-check the code and try again.
• You have exceeded the maximum number of attempts to verify. — too many wrong codes; start the reset again from Forgot Password?.
• Your password reset session has expired. — the code was verified, but too much time passed before setting the new password; start again.
• A message asking you to wait before requesting another code — codes can’t be resent immediately after one was just sent.

Report a problem

Select Help in the left sidebar to send a bug report, feature request, or question to the Assisterp development team. To send a new report:

1. Select Add (the plus icon).
2. Give the report a title.
3. Choose a Type — for example Bug, Feature, or Question.
4. Describe the issue in Describe the issue or share your thoughts, and attach a screenshot if it helps.
5. Select Submit.

The report goes to the Assisterp development team and also appears in your firm’s list under Help. Open it there to see its details and add comments. If Help is missing from your sidebar, your role doesn’t include it — see Permissions and Visibility.