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DocumentationFAQTroubleshooting

Troubleshooting

Running into an issue? This page covers common problems and how to fix them.

Page not loading or showing a blank screen

Try these steps in order:

  1. Refresh the page — Press F5 or Ctrl+R (Cmd+R on Mac)
  2. Clear your browser cache — Go to your browser settings → Clear browsing data → Select “Cached images and files” → Clear
  3. Check your internet connection — Make sure you’re connected to the internet. Try loading another website to confirm
  4. Try a different browser — If the page loads in Chrome but not Firefox (or vice versa), the issue might be browser-specific
  5. Disable browser extensions — Ad blockers or privacy extensions can sometimes interfere. Try disabling them temporarily

If none of these work, contact your agency admin.

Can’t log in

Check these things:

  • Email address — Make sure you’re using the exact email that was invited. Check for typos or extra spaces
  • Password — Passwords are case-sensitive. Make sure Caps Lock is off
  • Correct portal — Make sure you’re logging into the right portal (Agency Dashboard, Client Portal, or Team Portal). Each has a different URL
  • Try password reset — Click “Forgot password?” on the login page, enter your email, and follow the reset link

If you’re still locked out after resetting your password, your account might be deactivated. Ask your agency admin to check your account status.

Invitation links have an expiration time. If you clicked an old invite link and it says it’s expired:

  1. Ask your admin to resend the invite — They can do this from the Agency Dashboard by going to the Team or Client page and clicking “Resend Invite”
  2. Click the new link promptly — Don’t wait too long after receiving the new invite

If you’ve already accepted an invite and set up your account, you don’t need a new invite. Just go to the login page and log in with your email and password.

Timer not working

If the timer won’t start or behaves unexpectedly:

  • Make sure you selected a project — The Start button is disabled until you choose a project from the dropdown
  • Check if a timer is already running — You can only have one timer active at a time. Stop the current one before starting a new one
  • Refresh the page — If the timer display seems stuck, refresh the page. Your timer is still running on the server even if the display glitches
  • Check your internet connection — Starting and stopping the timer requires an internet connection

File won’t upload

If you’re having trouble uploading a file:

  • Check the file size — There may be a maximum file size limit depending on your plan. Try a smaller file
  • Check the file format — Make sure the file type is supported. Common types like PDF, images, documents, and spreadsheets all work
  • Try a different browser — Some browsers handle file uploads differently
  • Check your storage quota — If your organization has used all its storage, uploads will fail. Ask your admin to check storage usage in Settings → Billing & Plan

Payment failed

If a payment fails when trying to pay an invoice:

  • Verify your card details — Double-check the card number, expiry date, and CVV
  • Check your bank balance — Make sure there are sufficient funds
  • Try a different payment method — If one card doesn’t work, try another
  • Contact your bank — Some banks block online transactions by default. You may need to enable online payments or authorize the transaction
  • Try again later — Payment gateway downtime is rare but can happen. Wait a few minutes and try again

If the payment went through on your bank’s side but still shows as unpaid in Projexia, wait a few minutes for the status to update. If it still doesn’t change, contact your agency.

Notifications not working

If you’re not receiving email notifications:

  • Check your spam folder — Notification emails can sometimes be filtered as spam
  • Check notification settings — Go to Profile → Notifications and make sure the relevant notifications are turned on
  • Add the sender to your contacts — This prevents future emails from being flagged as spam

Data looks outdated or incorrect

If the numbers or data on a page seem wrong:

  • Refresh the page — Data is loaded fresh each time you visit, but if you’ve had the tab open for a while, it might be stale
  • Check your filters — Make sure you don’t have an active filter that’s hiding some data (e.g., a status filter on the Tasks page)
  • Clear your browser cache — Old cached data can sometimes cause display issues

Still stuck?

If none of the solutions above fix your problem:

  1. Note what happened — Which page were you on? What did you click? What did you expect to happen vs. what actually happened?
  2. Take a screenshot — A screenshot of the error or issue helps tremendously
  3. Contact your agency admin — They can investigate further or escalate the issue

Providing clear details about the problem helps resolve it much faster.

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