Troubleshooting

Find your symptom below.

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My sign-in code didn’t arrive

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My code was rejected

The code is single-use and expires shortly, so an old or reused code won’t work. If a code fails you may see We couldn’t sign you in, “The request may be invalid, expired, or already used. Return to sign in and try again.” Request a fresh code with Resend email and enter the newest one.

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My email address was refused

• Use a work email, “Enter your company email address to continue.” means you entered a personal or webmail address. Use your organisation email instead.
• “That email domain can’t receive mail. Check for typos and try again.” means the domain can’t receive email, usually a typo in the part after the @.

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Signing in with Google or Microsoft failed

The Google Workspace and Microsoft 365 options are for organisation accounts only, as noted by Organisation account required. A personal Google or Microsoft account won’t work. If sign-in couldn’t complete, you’ll see We couldn’t sign you in, use Back to sign in and try again, or sign in with a one-time email code instead.

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I can’t reach the dashboard

You reach the dashboard only after you’re signed in and your setup is complete. If you land on the sign-in or setup screen instead, finish those first, see Profile and organisation.

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I can’t join my organisation

• If you see Use your organisation account, you’re signed in with a personal or webmail account. Sign in with your organisation account.
• If you see Automatic joining is disabled, “This organisation is protected by an administrator and cannot be joined automatically.”, automatic domain joining is turned off for that organisation. Use Use a different account, or contact an owner or admin of that organisation.

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A colleague can’t get in or is missing access

• Check they’re using their work email on your domain, that’s what links them to your organisation.
• Owners and admins can review people at Organisation → Members, including their role and status, and restore or change access there. Members have read-only access to organisation settings by design.

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I can’t see the Full Assessment

The Full Assessment’s prerequisite clears only after the Quick Assessment is complete, “Complete the Quick Assessment first.” After that, on the Free plan, a Full Assessment run is started with an advisor — reach out to yours, or use Request an advisor match on the assessment’s card.

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My report hasn’t arrived

Your report is written after the run is scored, so it isn’t immediate. Check the Report panel on the run or in Dashboard → Notifications:

• Pending or Processing, it’s on its way and the panel refreshes itself. Nothing to do.
• Still generating, it’s slower than usual, “This is taking longer than usual.” Select Check again.
• Failed, “Report generation hit a problem. The team has been notified; submitting a new run will retry.” Submitting a new run is the fix.
• No report for this assessment, “This assessment type doesn’t generate a report.” That run’s version doesn’t produce one.

See Scores and reports.

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An assessment says it’s locked

• “Complete the Quick Assessment first.” means the Full Assessment is waiting on the Quick one. Finishing the Quick Assessment clears that prerequisite; on most plans the Full Assessment is then started with an advisor rather than on your own.
• “This assessment is not included in your plan.” means your organisation doesn’t hold that assessment. There’s nothing to clear on your side, and no Start or Continue will appear for it. Talk to your advisor, or contact us.

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My brief says “Brief not composed”

The research ran but the writing step was stopped, and the reason is shown on the page. Record the prep again for that client: “The research is cached, so recording the prep again reuses it and only re-runs the writing step.”

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I can’t re-take an assessment

• You can only have one run in progress at a time, “One in-progress run at a time; continue or reset the current run first.” Continue the open run, or reset it to start over.
• Resetting discards an in-progress run (Reset progress?) but never touches your submitted history.
• If a start control is unavailable, check any prompt on screen, for example, the Full Assessment stays locked until the Quick Assessment is complete.