Invitations, uploads, and billing

A colleague did not receive their invitation

• Confirm the email address on the invitation and resend if it was wrong.
• Ask them to check spam and quarantine folders.
• Confirm they are opening the invitation link rather than signing up separately, which would create an unrelated company.

A team member cannot see anything

A manager with no assigned locations sees almost nothing. Open Team and assign the locations they are responsible for. Also confirm the employees in question actually have a location set.

Creating an employee is blocked

You are at your plan's employee limit. Archive employees who have left to free capacity, or upgrade. Reactivating an archived employee is blocked for the same reason.

A feature shows an upgrade prompt

Reminders, Action Center, Reports, Compliance Matrix, renewal workflows, and all AI features require a paid plan. On Free, those surfaces display an upgrade prompt rather than content.

A document will not upload

• For an employee submission, confirm document upload is allowed in Settings → Employee Portal.
• Try a smaller or more standard file, such as a PDF or common image format.
• Confirm the file is not corrupted by opening it locally first.

Billing problems

• Only owners and admins can reach the Billing page.
• Payment method changes, invoices, plan changes, and cancellation all happen in the Stripe Customer Portal, reachable from Billing.
• After a failed payment, update the card in the Customer Portal and retry there.