Troubleshooting

Practical fixes for the most common issues. Try the steps in order — they're listed quickest-first. If something still doesn't work after these, contact your organization owner.

I didn't get my verification email

Verification emails are used when you first sign up and when you change your email address.

1. Wait a minute or two. Delivery usually takes a few moments.
2. Check spam and junk. Automated emails sometimes land there. Mark the message as "not spam" so future emails arrive normally.
3. Confirm the address. Make sure the email you entered is spelled correctly. If you mistyped it during sign-up, sign up again with the correct address, or change it in Settings → Profile.
4. Trigger a new email. Try signing in again — if your email still needs verifying, a new link is sent.
5. Whitelist the sender. On a work account, your IT team may be filtering external email; ask them to allow messages from ReflexWare.

The link is time-limited, so always use the most recent email you received.

I can't sign in

1. Check your password. If you're unsure, use Forgot password on the sign-in page to reset it.
2. Verify your email first. You must verify your email before you can sign in. If you never verified, check for the verification email (see above).
3. 2FA code issues. If you're asked for a 6-digit code, see the next section.
4. Right account? If you were invited, make sure you're using the exact email the invitation was sent to.

My two-factor (2FA) code isn't working

1. Authenticator app codes: these change every 30 seconds — enter the current one. If codes are always rejected, your phone's clock is probably off; set it to update automatically (network time), then try again.
2. Email codes: check your spam folder, and use the most recent code.
3. No access to your authenticator? Use one of the backup codes you saved when you set up 2FA.
4. Still locked out? Ask your organization owner for help regaining access.

Real-time updates aren't coming through

The Inbox, notifications, and other live areas update automatically. If new messages or events aren't appearing:

1. Check your internet connection. A dropped or unstable connection stops live updates.
2. Reload the page. This re-establishes the live connection and reloads the latest data.
3. Close duplicate tabs. Having the same page open many times can cause confusion about which is current — keep one open.
4. Disable aggressive blockers. Some ad blockers, privacy extensions, or strict corporate firewalls block the live-update connection. Try pausing them, or use a different browser, to confirm.
5. Try another network. If it works on a different Wi-Fi or your phone's connection, your original network is filtering the live connection — ask your IT team to allow it.

I'm not getting push notifications

Push notifications are set up per device and per browser.

1. Turn them on. Open the notifications bell and choose Turn on at the top, then Allow when your browser asks.
2. Check you didn't block them. If you previously selected "Block", you must re-enable notifications for ReflexWare in your browser's site settings, then turn them on again from the bell.
3. Browser support. Push needs a modern browser with notifications enabled at the system level — check your operating system's notification settings too.
4. Per device. Enabling push on your laptop doesn't enable it on your phone. Turn it on wherever you want alerts.

In-app notifications (the bell) keep working regardless — push is an extra layer on top.

A payment or checkout isn't working

1. Card details. Double-check the card number, expiry, and security code, and that the card has available funds.
2. Try another card. If one card is declined, your bank may be blocking it; use a different payment method.
3. Subscription status. If features are locked, check Settings → Billing — a cancelled or lapsed subscription limits access. You may need to reactivate it.
4. Wallet balance. For usage-based charges, make sure your Wallet has funds, or turn on auto top-up. See Account & Team.
5. Permissions. Only members with billing permission can add cards or change the subscription. If you can't, ask your organization owner.
6. Payments unavailable for your org. If checkout pages don't load at all, online payments may not be fully set up for your organization yet — your owner needs to finish connecting the payment service.

My chat widget isn't loading on my website

1. Confirm it's published/active. In Sites → Chat Widgets, make sure the widget is set up and active.
2. Check the embed code. Copy the widget's install snippet again and paste it into your site exactly as given — a partial or altered snippet won't load.
3. Right page. Make sure the snippet is on the page you're testing, and that the page has fully reloaded (clear your cache or do a hard refresh).
4. Browser console. If you're comfortable, open your browser's developer console to look for errors that hint at a blocked script.
5. Privacy blockers. Ad/privacy blockers can hide chat widgets — test in a private window with blockers off.
6. Allowed domains. The widget only loads on domains you've explicitly approved. Open the widget's editor and confirm your site's domain is listed under Allowed domains — this is the most common reason a widget silently fails to appear. See Chat Widget.

My AI chatbot isn't responding, or is giving strange answers

1. Confirm the bot is turned on. Open the widget in Sites → Chat Widgets and check its AI bot settings.
2. Take over the conversation. If the bot seems stuck or is giving a visitor an unhelpful answer, open the conversation in your Inbox and select Take over to reply yourself right away — you don't have to wait for the bot. See AI Support and Taking Over a Conversation.
3. Check for a support ticket instead. If a visitor reported a bug or asked for help with a problem, the bot may have filed it as a ticket rather than answering in chat — check the Support page. See Support Tickets.
4. Still off? Ask your organization owner to review the bot's configuration, since answers are shaped by how it's been set up for your organization.

My theme or dark/light mode isn't saving

1. Check your permission. If you don't have the organization-settings: update permission, your theme choice is only saved on your current device and browser — it won't follow you to another browser or device, and it won't change what teammates see. See Appearance & Theming.
2. Ask an admin to set it for everyone. If you want the whole organization to share one theme, someone with the organization-settings: update permission needs to set it from Settings → Appearance.
3. Cookies blocked. Your theme preference is stored as a browser cookie. If your browser or an extension blocks cookies for the site, your choice may not persist between visits — allow cookies for ReflexWare and try again.

A page or button is missing for me

This is almost always a permissions issue, not a bug. Access to each area depends on your role and the permissions assigned to it. Ask your organization owner (or someone allowed to manage roles) to grant you the matching permission on the Team page. See Account & Team.

A page won't load or looks broken

1. Reload the page. Many transient glitches clear on a refresh.
2. Clear cache / hard refresh. An out-of-date cached version can cause display issues.
3. Try another browser or device. This tells you whether the problem is local to your setup.
4. Sign out and back in. This refreshes your session.

In the Inbox, a load failure shows Couldn't load your conversations (or Couldn't load this conversation) with a Try again button. Select Try again first; an empty list that says No messages yet means the load succeeded and there's simply nothing to show.

Still stuck?

If none of the above resolves it, note what you were doing, which page you were on, and any error message you saw, then contact your organization owner so they can help or escalate.