Account & Team Problems

Locked out, missing an invitation, or seeing the wrong language? Find your symptom below.

Signing in

I can't sign in — my email and password aren't accepted

The most common causes are a typo, a wrong password, or signing in with the wrong method. In every case the page shows the same message: "Sign in failed. Please try again." It never tells you which part was wrong.

1. Check the email address for typos — it must be the exact address you signed up with.
2. Re-type the password carefully. Passwords must be at least 6 characters; the form itself tells you "Password must be at least 6 characters" if yours is too short.
3. If you originally created the account with Google or Apple, there is no password — use the Continue with Google or Continue with Apple button instead.

It says "Too many attempts"

You see "Too many attempts. Please wait a bit and try again." when there were too many sign-in tries in a short time. This protects your account. Wait a few minutes, then try again. If you can't remember your password, use Forgot password? below instead of guessing.

Google or Apple says "Your browser blocked the sign-in window"

Signing in with Google or Apple opens a pop-up window. If your browser blocks it, you see "Your browser blocked the sign-in window. Allow pop-ups for this site and try again."

1. Allow pop-ups for this site in your browser settings.
2. Click Continue with Google or Continue with Apple again.

If Google or Apple sign-in fails for any other reason, you see "Google sign in failed." or "Apple sign in failed." Try again, or use another sign-in method.

I forgot my password

Use the Forgot password? link next to the password field on the sign-in page.

1. On the sign-in page, click Forgot password?.
2. Enter the email address you sign in with, then click Send reset link.
3. Check your email for the reset link and follow it to choose a new password.

If you originally created your account with Google or Apple, there is no password to reset — use Continue with Google or Continue with Apple on the sign-in page instead.

Sign-in fails with a security verification error

The sign-in form runs an automatic security check (reCAPTCHA) before signing you in. If the check can't run, you'll see one of these messages:

• "Could not load security verification. Please check your connection and try again."
• "Security verification failed. Please try again."
• "Security verification timed out. Please try again."

To fix it:

1. Click Try verification again under the error.
2. Check your internet connection, then submit again.
3. If it keeps failing, reload the page and try once more.

It says "This account is scheduled for deletion"

You see "This account is scheduled for deletion. Contact support to recover it." when you try to sign in, on the web or in the mobile app. It means the account owner asked to delete the account, and the account is now disabled. You can't sign in or reset the password for it. You also see this message if you try to finish the setup form on such an account: nothing is saved.

1. Contact support at info@inspectortoolbelt.com within 90 days of the deletion request.
2. Ask them to recover the account. After 90 days the data is permanently deleted and can't be recovered.

If you were on a team and the owner deleted their account, you lose access to that team right away. See "A team I belong to has disappeared" under Lost access below, and Delete Your Account.

Team invitations

I was invited to a team but can't find the invitation

Invitations are tied to the exact email address the team owner invited. They appear inside the dashboard, not as a link in your email inbox.

1. Sign in with the same email address the invitation was sent to. (If you signed in with a different address, you won't see it.)
2. Click Team in the sidebar — a number badge on the item shows how many invitations are waiting.
3. On the Team Invitations page, find the card showing the team name and your offered role.
4. Click Accept to join, or Decline to turn it down.

If the page says "No pending invitations.", ask the owner to check the invitation was sent to the right address — and that it wasn't revoked. Owners can cancel a pending invitation with Revoke, which removes it from your side too. A fresh invite fixes both cases.

I clicked Accept and got "Failed to respond to invitation"

The response didn't reach the server — usually a connection hiccup, or the invitation changed while you were looking at it (for example, the owner revoked it).

1. Refresh the page and try Accept again.
2. If the invitation is gone after refreshing, ask the team owner to send a new one.

Lost access

I had team access and now everything is gone

You were probably added as a temporary team member. Temporary access lasts until the expiry date the owner picked (up to one month). When it passes, your role automatically becomes Inactive — a role with no permissions — so Orders, the calendar, and other team pages disappear from your sidebar.

You can't restore this yourself:

1. Ask the team owner (or an Admin) to renew you. On their team page your row shows an Expired badge and the note "This member's access has expired. Renew to restore access or remove them from the team."
2. They choose Renew from your row's menu, then pick your role and a new expiry date (up to one month out).
3. If you should stay on permanently, ask them to use Make Permanent instead.

See Managing Team Members.

A team I belong to has disappeared

You see the message "The owner of Team name has closed their account, so you no longer have access to that team." The team is gone from the team switcher, and you are back in your own account.

It means the team owner asked to delete their account. That closes the team for everyone on it at once. Your own account, your role and your own data are not changed.

1. Keep working in your own account. You don't need to do anything.
2. Ask the team owner to contact support at info@inspectortoolbelt.com within 90 days of the request. You can contact support yourself too.
3. If support recovers the owner's account, the team comes back on its own, with your same role. After 90 days the owner's data is permanently deleted and can't be recovered.

I can see orders but I can't edit them

That's your role working as designed, not a bug. Each role has a fixed set of permissions — for example, the Inspector role can view Orders, the calendar, and contacts but can't change them, and the Scheduler role can manage Orders but not billing.

1. Check which role you have (ask your team owner, or look at the team members page if you can see it).
2. Compare against the permission matrix in Team Roles.
3. If your work needs more access, ask the owner or an Admin to change your role.

Language & formatting

The dashboard is showing the wrong language

The dashboard picks a language from your saved choice first, then your browser's language, then falls back to English. To set it yourself:

1. Click your name/avatar at the bottom of the sidebar.
2. Open the language item (globe icon — it shows the current language).
3. Pick your language: English, Spanish, French, Arabic, Chinese, or Korean.

The choice is saved in your browser, so set it once per device. It is yours alone: it follows you into every account you work in, and nobody else on the team sees it.

The language is right, but dates or currency look wrong

Language and regional formatting are two separate settings, and they do not follow the same person:

• Language follows you. Your choice is saved in your browser and changes only what you see.
• Region follows the account. Currency symbols, date formats, and measurement units come from the Region on the profile of whoever owns the account you are working in. Everyone working that account sees the same prices, dates, and units.

So the fix depends on whose account you are in. The team switcher in the sidebar shows which one that is.

If you work on your own, or you own this account

1. Go to SettingsProfile.
2. Under Region, pick the country that matches your business.

If you are working in someone else's team

Changing your own Region will not fix it — the dashboard ignores it while you are in their account.

1. Ask the account owner to go to SettingsProfile and set Region for the business.
2. The Region on your own profile still applies to accounts you own. Use the team switcher to go back to your own account and you will see it again.

See Profile Settings and Multi-Team Management.

Related

• Team Roles
• Managing Team Members
• Profile Settings
• Delete Your Account
• Multi-Team Management