Troubleshooting

Cause: the email landed in spam — and the "Check your email" screen has no resend button.

• Check your spam folder and trash.
• Confirm you typed the right email at sign-up.
• If the email doesn't show up, contact support and ask for a resend — it works while the account is still pending.

Cause: the account exists but was never activated through the email link.

• Find the activation email (including in spam) and finish creating the password.
• Without the email, ask support for a resend.

Cause: the Trocar a senha (change password) card doesn't complete the change — its Salvar (save) button stays disabled.

• Sign out and use Forgot my password on the sign-in screen.
• Follow Reset your password.

Cause: the passkey and the authenticator app are unreachable and the recovery codes were used or lost — each code works a single time.

• Try the remaining recovery codes through the Recovery code link in the sign-in verification.
• With no factor left, contact support to reset your 2FA — the team confirms your identity first.
• After getting in, register new factors and use Regenerate to create new codes.

Cause: the action is sensitive and requires a recent second-factor confirmation.

• Confirm with a passkey, authenticator app, or recovery code — the action continues on its own.
• If you closed the dialog and saw "Autenticação de dois fatores cancelada. Tente novamente." (two-factor authentication cancelled — try again), repeat the action and confirm.
• See Authenticate sensitive actions.

Cause: for security, the passkey list stays hidden until you confirm your second factor.

• In the "Two-factor authentication" card, click Authenticate and show passkeys and confirm.
• If you see "The passkey list was not loaded. Authentication may have been cancelled or expired.", click Try again.

Cause: the current device has no platform authenticator (Touch ID, Face ID, or Windows Hello) — even if the account has passkeys.

• Use Use authenticator app instead or Recovery code.
• On a supported device, the passkey is offered again.

Cause: the token's secret is shown a single time and can't be recovered.

• In Settings → Access tokens, revoke the lost token.
• Create a new one and store the value before closing the dialog. See Create and revoke access tokens.

Cause: the option is restricted to Vault managers — and, for device tokens, to Inventory managers.

• Choose one of the available durations.
• Or ask an admin for manager access in the module.

Cause: every workspace URL starts with the identifier; changing it invalidates the old addresses.

• Update bookmarks and pinned links with the new URL.
• Tell the team — the app only redirects whoever is browsing at the moment of the change.
• If needed, restore the previous identifier in Settings → Team.

Cause: either the team's plan doesn't include the module, or your access to it is set to "Sem acesso" (no access).

• Ask an admin to review your access in the Configurar usuário (configure user) dialog.
• Admins check the plan and the enabled modules in Billing.
• See Roles and permissions by module.

Cause: those pages appear for admins and managers — and, in personal spaces, Members, Groups, and Billing are locked.

• Ask a team admin for the admin or manager role.
• If your workspace is personal, see Upgrade from personal space to organization.

Cause: this notice (only Vault managers can manage groups) appears because the Groups page requires manager access in Vault — being a team admin isn't enough.

• Ask a Vault manager to grant the level in Configurar usuário ("Acesso ao Vault" → Gerenciador).

Cause: editing limits — no one edits themselves, and managers don't edit anyone above them or grant levels above their own.

• Ask a team admin.
• To change your own role, another admin has to do it.

Cause: the invited email is already in use in a conflicting state. Conflicting invites can't be resent.

• Confirm whether the person already has an account — in that case, they sign in and accept it in My invites.
• Check that the email is correct and send a new invite if needed.
• If it persists, contact support.

Cause: accepting an invite doesn't switch your current team.

• Open the team switcher in the sidebar and choose the new team. See Create and switch teams.

Cause: the default filters — the member list starts at "Ativos" (active) and the invite list at "Enviados" (sent).

• Change the status filter to "Inativos" (members) or "Aceitos", "Conflito", "Cancelados" (invites).
• Clear the search field.

Cause: the team's trial or subscription ended, and only admins can fix the payment. "Aprovação necessária" means approval needed.

• Click Solicitar upgrade ao administrador (ask the admin to upgrade) — a ready-made message is copied. Send it to one of the admins listed on the screen.
• Once the payment is fixed, the screen unlocks on its own.
• If you see "Não foi possível copiar a mensagem" (the message couldn't be copied), tell the admin yourself, pointing to Settings → Billing.

Cause: this error (no payment method found — add a card first) appears because creating a new subscription after expiry requires a saved card.

• In Settings → Billing, add the card in the "Método de pagamento" (payment method) card.
• Click Criar Nova Assinatura (create new subscription) again.

Cause: the currency locks after the first paid invoice.

• Contact support to change the currency.

Cause: the gap between the password and the second-factor code was too long.

• Go back to the sign-in screen and sign in again, completing the second factor right after.

Cause: the tour is remembered per browser and device — it reappears on a new machine or after clearing browser data.

• Finish or close the tour; it won't come back in that browser.