FAQ
Quick answers to the questions we hear most.
Quick answers to the questions we hear most. For step-by-step fixes, see Troubleshooting.
Account & sign-in
My verification email hasn't arrived. What do I do?
First, check your spam or junk folder, and confirm you typed your email correctly. Verification links can take a minute or two to arrive. If it still hasn't shown up, try signing in again to trigger a new email, or see Troubleshooting.
I forgot my password.
Go to the sign-in page and choose Forgot password. Enter your email and follow the reset link we send you. Password changes are always done this way, not from your profile.
How do I change the email on my account?
Go to Settings → Profile, enter your new email, and save. We'll send a verification link to the new address — open it to confirm. Until then, your email shows as unverified. See Account & Team.
Two-factor authentication (2FA)
How do I turn on 2FA?
You can set it up during sign-up, or later from your profile. When it's on, you'll enter a 6-digit code after your password each time you sign in. The code comes from an authenticator app (like Google Authenticator) or from an email we send you. See Account & Team.
I can't get my 2FA code.
If you use an authenticator app, make sure your phone's clock is set to update automatically — a wrong clock makes codes fail. If you use email codes, check your spam folder. If you've lost your authenticator, use a saved backup code or ask your organization owner for help.
Team & organizations
How do I invite someone to my team?
Go to Team in the sidebar, select Invite Member, enter their email, choose a role, and send. They'll get a link to join. See Account & Team.
Someone I invited can't join.
Invitations only work with the exact email they were sent to. If the person is signed in with a different account, they need to sign out and use the invited email. Invitations can also expire — if it's been a while, send a fresh one.
A teammate can't see a page that I can see.
Access is controlled by roles and permissions. The most common reason is that they don't have the matching permission yet. An owner (or someone allowed to manage roles) can grant it from the Team page. See Account & Team.
Can I belong to more than one organization?
Yes. Use the organization switcher in the app to move between the workspaces you're a member of. Each organization has its own leads, conversations, team, and settings. You can also create a new organization if you need a separate workspace.
Inbox & conversations
Where do my Inbox conversations come from?
The Inbox pulls together emails, messages from your website chat widget, and form submissions — each labelled with its source. See Inbox.
My Inbox isn't updating with new messages.
The Inbox updates in real time, so you normally won't need to refresh. If it seems stuck, check your internet connection and reload the page. See Troubleshooting.
Can I reply by email from the Inbox?
Yes. Open a conversation and reply in the composer — your message goes out on the same channel. You can also start a brand-new email with New Email. Sending requires the email: send permission.
AI chatbot & support tickets
How do I take over a conversation from the AI chatbot?
Open the conversation in your Inbox — it shows a banner at the top with the bot's status. Select Take over to pause the bot and reply yourself, then Return to bot when you're done, or Resolve to close it. See AI Support and Taking Over a Conversation.
How can I tell if a message was sent by the AI or by a teammate?
Each outgoing message in a chatbot conversation is labeled underneath — AI assistant for the bot, a teammate's name once someone takes over, or You for your own replies. See AI Support and Taking Over a Conversation.
Where do bug reports and support requests from my chatbot go?
They're collected on the Support page, not the Inbox. Each one has a status (Open, In progress, Resolved, Closed), a category, and a priority you can filter and search by. See Support Tickets.
CRM & leads
What's the difference between a lead and a contact?
They're the same thing in ReflexWare — every contact is a lead. Leads are created automatically when someone reaches out, and you can also add them yourself. See CRM.
Can I capture extra information on a lead?
Yes — set up Custom Data under Leads → Custom Data to add your own fields, like budget or preferred contact time. See CRM.
Billing & payments
Who can change billing?
Everyone can view billing details (subscription status and masked payment methods), but changing billing — adding a card, cancelling, or reactivating — is usually reserved for the organization owner. See Account & Team.
What is the Wallet for?
The Wallet holds a balance used for usage-based charges. You can top it up manually, or turn on auto top-up so it refills automatically when it runs low. See Account & Team.
How do I cancel my subscription?
Go to Settings → Billing and choose to cancel. You keep access until the end of your current billing period, and you can reactivate later. This requires billing permission.
Notifications
How do I get notified about new activity?
Use the bell icon for in-app notifications, and turn on browser push from the notifications panel to get alerts even when the app isn't open. See Account & Team.
Appearance & theme
Can I change how ReflexWare looks?
Yes. Go to Settings → Appearance to switch between light and dark mode and to pick an accent color — either one of the built-in presets or your own custom color. See Appearance & Theming.
Does my theme choice affect the rest of my team?
It depends on your permission. If you have the organization-settings: update permission, your choice is saved for the whole organization. Otherwise it's saved only on your current device. See Appearance & Theming.
Didn't find your answer? See Troubleshooting or contact your organization owner.