Fix common problems

Why: Hubtoll is built for companies. It refuses free email services (Gmail, Yahoo and similar) and throw-away addresses.

Fix: Use an address on your company's own domain, such as ada@acme.com. If you see We can't reach that email domain. Please check the address., check the spelling after the @.

More: Create your account and set up your company.

Why: Hubtoll quietly blocks robots. A name that looks like random letters is refused.

Fix: Type your normal first and last name, with a space between them.

Why: The link lasts about one hour.

Fix: Go to the sign-in page, type your email and password, and click Resend activation email. If that button is not there, ask your administrator to resend it. Hubtoll then makes a new temporary password and a new link.

Related messages: Your account is yet to be activated. means you tried to sign in before you clicked Activate account in the email. Your account is active already. means you did it before. Go ahead and sign in. See Your profile, photo and password.

Why: It is usually in a junk folder, or the address was typed wrongly.

Fix: Look in spam or junk first. Then ask for a new one with Resend activation email. If you were invited by an administrator, they can use Resend email activation link on the user list. See Seats, plans and subscriptions.

Fix: On the sign-in page click Forgot password?, type your email and click Send reset link. The link does not last long, so use it soon. If it has expired, ask for a new one. See Your profile, photo and password.

Why: Hubtoll slows down guessing. Too many wrong passwords in a row put a short pause on the account.

Fix: Wait a few minutes, then type your password carefully. Use Forgot password? if you are not sure of it.

Why: The Current password box was wrong.

Fix: Type your current password again. Other messages on that page: That is already your password. Choose a different one. means the new password must differ from the old one. A new password needs at least 8 characters, with an uppercase letter, a lowercase letter, a number and one of the symbols Hubtoll lists. See Your profile, photo and password.

Why: Hubtoll signs you out after 60 minutes of doing nothing. It warns you five minutes before with a window called Still There?. A sign-in also has a maximum length of about 24 hours, with a warning called Please Save Your Work.

Fix: Sign in again. Your drafts are kept. If you were warned, click I'm still here next time. See Find your way around Hubtoll.

Why: Your internet connection dropped.

Fix: Keep the page open. Hubtoll reconnects by itself and the banner goes away. If you instead see a short message that Hubtoll cannot be reached, it is usually temporary. Wait a few seconds and try again.

Why: A wrong digit, an old code, or a code already used. Every code works once. An emailed code lasts 5 minutes.

Fix: Wait for the next code in your authenticator app and type it. For an emailed code click Send a new code. If codes keep failing, check that your phone's clock is on automatic time. See Two-factor sign-in and passkeys.

Why: After several wrong tries Hubtoll locks the code step for 15 minutes. Changing your network does not help.

Fix: Wait, then try once with the right code.

Why: Without your second lock you cannot sign in. There are no recovery codes, on purpose.

Fix: On the code screen click Lost access to your authenticator? (or No access to that inbox?), type your email and click Request a reset. A person at Hubtoll checks every request, so it is not instant. A reset clears your authenticator or emailed-code setup and every passkey. If another device of yours still has a working passkey, sign in with it, add a passkey on the new device and remove the old one. See Two-factor sign-in and passkeys.

Why: Your company requires two-factor. Until you set it up, the rest of Hubtoll stays locked. This can start at any time, for example when you are given the Super admin role.

Fix: Finish the setup on the page. An authenticator app or a passkey both work. See Two-factor sign-in and passkeys.

Why: Passkeys need a modern browser and a secure (https) page.

Fix: Use an up-to-date Chrome, Safari, Edge or Firefox, opened from Hubtoll's normal address. See Two-factor sign-in and passkeys.

Why: Your company requires two-factor and this passkey is all that protects you.

Fix: Add an authenticator app or a second passkey first. Then remove the old one.

You see: Access to this resource is restricted. Please reach out to your administrator for assistance. Hubtoll then takes you to your dashboard.

Why: Your role does not include a permission for that page.

Fix: Ask an administrator to add the right permission to one of your roles. They can find the permission names in the Permission reference and give them in Roles.

Why, in order of how often it happens:

1. You are in another product. Click the grid icon at the top right and pick the product. The left menu shows only the product you are in.
2. You do not have the permission. Menus and buttons are hidden, not greyed, when you cannot use them.
3. You have no seat for that product.
4. Your seat has lapsed, so the product is read-only.

Fix: Work through that list. See Find your way around Hubtoll and Seats, plans and subscriptions.

You see: You do not hold a seat on this corporate's ... licence. Ask your administrator to assign you one under Subscription management.

Fix: An administrator opens Subscription Management, picks the subscription and adds you. See Seats, plans and subscriptions.

Why: The licence ran out. After any grace period, people who held a seat can still view records. A banner says so, for example Your Human resources licence has expired. You can still view records, but creating, editing and approving are disabled until you renew in Subscription management.

Fix: An administrator renews the plan. Everything works again at once. See Seats, plans and subscriptions.

Why: Every free plan has 6 seats. A seat you free up stays reserved for 30 days before someone else can take it.

Fix: Free a seat that is not reserved, or move to a paid plan for more seats. See Seats, plans and subscriptions.

Why: This is on purpose. Everyone sees their own records. Seeing the whole company's needs a read permission for that module.

Fix: Ask an administrator for the module's read-only or editor permission. See Roles.

Why: Full access can only be handed out by someone who already has it.

Fix: Ask a Super admin to do it. See Roles.

Why: A company must always have one Super admin. Hubtoll will not let you remove the last.

Fix: Give Super admin to someone else first, then change the first person.

Fix: Pick another name. Capital letters do not make a name different.

Why: The list only shows people with an active HR seat and no record yet.

Fix: Give them a seat first. If they already have a record you will see This user is already provisioned as a staff member. See Employee records.

Why: A department cannot sit inside itself or inside its own sub-department.

Fix: Pick a different parent. See Offices, departments, holidays and the org chart.

You see: No active workflow is assigned to ... process of CREATE type. Please create and enable one before proceeding.

Why: Budgets, exits, timesheets, recruitment and several other modules start with no approval chain. Until an administrator builds one and switches it on, the module refuses new requests. This message is a signpost, not a fault.

Fix: An administrator opens the module's Forge Workflow page, builds the chain and switches Active on. A chain with no steps means no approval at all. See Approvals and workflows and Forge: approval workflows and emails.

Why: Open the request. The Approval Workflow panel shows the step and who it is waiting for. Often the person is away, or nobody was told. Hubtoll only sends email when the chain has a Send email step. The approver still sees it under Awaiting me.

Fix: Nudge the approver, or ask an administrator to change the person on the step. Saving a change re-points requests already waiting there. See Approvals and workflows.

Why: Approving is not tied to a role. Only the person the chain names for the current step can approve.

Fix: Fix the chain in the designer, or use Retry Step if the request is held.

Why: A step could not do its job and Hubtoll did not guess. An email had nobody to send to, a role has no members, or a template was switched off. Nothing after that step happens. Nothing is lost.

Fix, step by step:

1. Read the red panel. It names the cause in plain words.
2. Fix the cause. For No Approver, add the person or fix the role. For No Recipient, add an address to the template's To line. For No Email Template, pick or switch on a template. For No Route, add an Otherwise to the condition.
3. Click Retry Step.

If the cause is still there you will see Tried again just now and the step still can't run. Only administrators and the module's workflow editors see these panels. See Approvals and workflows.

Why: A comment is required to reject or send back, so the person who asked knows why.

Fix: Write the reason in the box, then click again.

Why: Your administrator switched on Confirm each decision with a one time code for that workflow.

Fix: Type the 6-digit code from your authenticator app, or from the email Hubtoll sends if you have no app. If you click Cancel, nothing changes. See Two-factor sign-in and passkeys.

Why: Hubtoll always says which rule stopped you. The common ones:

• You have no employee record yet, or no leave type assigned to you.
• You already have a request waiting. Only one can wait at a time.
• You are on leave right now.
• You did not pick a reliever.
• There are not enough days left, or the leave type has a minimum gap between leaves.
• The leave would run into next year and the type allows no carry-over.
• Your company has not set up the approval steps for leave yet.

Fix: Pick the leave type first. Hubtoll then shows your remaining days and explains any block. See Leave management.

Why: Hubtoll counts working days. It skips weekends, and skips public holidays too when your leave type is set to extend over them. Holidays follow the country of your office.

Fix: Nothing is wrong. See Leave management.

Fix: Add at least one row in the period, then submit. Other messages: You already have a timesheet submission awaiting approval for this period. means wait for the decision. Approval request deadline has expired means ask your manager or admin. Approval is not needed for time sheets at the moment means no deadline is set yet. See Timesheet and clocking.

Fix: Ask for the task to be assigned to you. If you see That task is not in the selected project, pick the project first, then the task. See Timesheet and clocking.

Why: Goals can only be added during the goal-setting window and scored during the goal-scoring window. The cycle must be live. A goal must be approved before it can be scored. Only the owner scores their own goal.

Fix: Read the dates in the message. Ask an appraisal admin if the window needs to change. See Performance management.

Why: A course past its due date locks until an administrator reopens it.

Fix: Ask a learning administrator to reopen it. Reopening does not change the due date. See Learning and development.

Why: The upload box lists more picture types than Hubtoll accepts. An SVG is refused.

Fix: Use a PNG or JPG up to 5 MB. A GIF or WebP also works. A failed logo does not block the rest of your setup. Add it later under Corporate management›Corporate Profile Settings. See Offices, departments, holidays and the org chart.

You may see That photo is too large to open. Choose one under 30 MB. or Choose a JPEG, PNG or WebP photo.

Fix: Use a JPEG, PNG or WebP under 30 MB. If you see No Employee Record Yet instead of your profile card, your HR administrator must create your record first. See Your profile, photo and password.

Why: The careers page says PDF or Word, but Hubtoll accepts only a real PDF. It checks the file itself, so renaming a Word file does not work.

Fix: Save the CV as a PDF under 10 MB. If a candidate says Invalid operation! You already applied for this position, they used that email for that job before. See Recruitment.

Why: Your plan's storage is full. The free plan gives 100 MB per seat. One file can be up to 50 MB.

Fix: Delete files you no longer need, or upgrade to a paid plan. See Document management.

Fix: Only images are allowed: PNG, JPEG or WebP, up to 5 MB each. See Contact support.

You see: The fiscal period ... is locked. Post a correction into an open period instead. or The fiscal period is soft-closed; only an accountant can post into it.

Why: Nothing can be posted on a date that no open period covers. This is the most common reason a document refuses to post.

Fix: Change the document's date to a date in an open period, or ask an accountant to reopen the month under Finance Settings›Fiscal Periods. See Sales and Finance: how it works.

You see: No active X exchange rate. Set one on the document, or under Sales & Finance → Exchange rates, before posting in X.

Fix: Add a rate and make it active. On the document, a box says No USD exchange rate has been set yet and lets you save the first rate. After that, a rate is changed under Exchange Rates. A rate must be greater than zero. See Currencies and exchange rates.

Why: After your first entry is posted, the base currency is fixed for good. Hubtoll also blocks the change earlier if your books already hold exchange rates, price lists, items, customers, vendors or bank accounts. The message names what to remove first.

Fix: Change it before anything is posted or priced, under Currency & Fiscal Year. If it is too late, keep the currency. See Currencies and exchange rates.

You see a banner: An item on this invoice has no USD price. The line stays blank and Create is disabled.

Fix: Give the item a price in that currency, then add the line again. See Sell: customers, quotes, invoices and payments.

Why: A line takes the tax group you pick, or else the item's default group. A customer with an exempt, zero-rated or export treatment is charged nothing.

Fix: Pick the tax group on the line. See VAT and withholding tax.

Why: Withholding tax only ever clears what a customer owes. It can never become a customer advance.

Fix: Apply the full withheld amount to invoices when you record the payment. See VAT and withholding tax.

Why: Procurement checks every bill against its order. The bill claims more than was ordered or received, or the price is over. The bill stays a draft.

Fix: A buyer opens Procurement›Match Exceptions and accepts the difference or corrects the bill. Then the bill can be posted. If your company does not check bills against Procurement, an administrator can switch off the Procurement connection in Sales and Finance settings. See Supplier invoices and bill matching.

Why: Your Sales and Finance seat has lapsed.

Fix: Ask your administrator. See Seats, plans and subscriptions.

Why: Check three things. The request is Approved. A supplier is chosen and that supplier is Approved. And the Procurement connection in Sales and Finance is on, because the order is a Finance document.

Messages you may see: Choose the supplier to order from first, The supplier is X and can't be ordered from, and There is no exchange rate for X, so the order can't be priced. Set the rate in Sales & Finance.

Fix: Fix what the message names. See Purchase requests, contracts and change orders.

Fix: An administrator opens the matching Forge Workflow page for that item and builds the chain. See Procurement: how it works and how to set it up.

Why: Supplier links expire and a new link replaces the old one.

Fix: Send them a fresh one. On an invoice link the supplier sees This link is no longer valid. Ask the company you supply for a new one. See Suppliers.

Why: Hubtoll needs at least one item line and a closing time in the future. An auction must open before it closes.

Fix: Add a line, or move the dates. See Sourcing: quotes, proposals and auctions.

Fix: Open Customer Relationship Management›CRM Settings›Email & Mailboxes and click Connect Gmail or Connect Outlook. Sign in with your provider and choose to allow Hubtoll. Every person connects their own mailbox. If you were sent back to the page without a connected mailbox, start again. If it keeps failing, contact support and say which provider you used. See CRM email, inbox and templates.

Why: The connection broke. For example you changed your Google password, or you removed Hubtoll's access in your Google or Microsoft settings.

Fix: Click the amber Needs reconnecting chip, then Reconnect. See CRM email, inbox and templates.

Find your message:

• This contact has opted out of email (do not email). The contact is marked Do not email. Hubtoll will not send.
• A valid recipient email address is required. The To box is empty or not an address.
• Connect your mailbox first (CRM settings) to send email from Hubtoll. You have no mailbox yet.
• This mailbox is not connected. Reconnect it.
• The attachments (N MB) exceed the N MB limit for Gmail. Gmail allows 25 MB in total and Outlook 20 MB.
• The email may have been sent but the provider did not confirm in time. Check the recipient before resending. Look in your Sent folder first, so the customer does not get two.

See CRM email, inbox and templates.

Why: Check four things. The sequence is Active. The first step's wait has passed (look at Next send). The contact is not marked Do not email. Your mailbox is still connected. Hubtoll sends due steps about every five minutes.

See Sequences and automations.

Why: Either the move needs approval (look for the blue note under the toolbar), or the pipeline refused it. A pipeline that moves in order dims the columns a deal may not enter. Hover a dimmed column to read why. A stage may also open Required Fields for This Stage and ask for answers first.

Fix: Follow what the message says. See Pipelines and deals.

Why: Adding needs at least the initiator permission and a live CRM seat. A lapsed seat shows a yellow bar and hides every add and edit button. The key icon appears only for CRM – full administrator or a roles administrator.

Fix: Ask an administrator. See CRM: how it works and how to set it up.

Find your message:

• You do not have permission to connect an AI assistant. Ask your administrator. You need the AI_MCP_CONNECT permission in one of your roles.
• Your free plan includes 6 seats and all are in use. Each person who connects uses one seat of the AI Connector.
• Your organisation requires two-factor authentication. Set it up on your Security page before connecting an AI assistant.
• This connection request has expired. Start again. Start the connect step in your assistant again.
• This link looks incomplete. Go back to the assistant and try again.

See Use Hubtoll from your AI assistant.

Why: Saving only makes a draft.

Fix: Click Publish. Until then the card shows Draft and Fill in is disabled. If you changed a published form and people still see the old one, that is on purpose: click Publish changes. See Forge: build your first form.

Fix: A designer must publish the process, or give you a role with submit permission on it. See Forge: build your first form.

Fix: Check the field the rule reads, its operator and its value. See Forge: fields, sections and smart rules for the checks Hubtoll runs when you publish.