Start with your symptom
The four causes behind most problems
Almost everything people report comes down to one of four gates. Knowing which one saves the most time.
The full decision tree is on
I cannot see a feature.
Three things that surprise people
These are correct behaviour, not faults.You are never emailed about your own action
You are never emailed about your own action
The person who does something is excluded from the notifications about it. Approve
a timesheet and you get nothing – the person whose week it was does. See
email not arriving.
Approved time cannot be edited
Approved time cannot be edited
That is what makes a timesheet a record. Reopen the approval, or post an
adjustment if the period is closed or invoiced.
Two people see different totals on the same report
Two people see different totals on the same report
Report rows are filtered by supervision scope. Each
person sees the slice they are allowed to see. Both totals are correct.
Before you report a problem
1
Reload the page
Permissions, roles and app switches are read when the app loads. A change someone
just made needs a reload.
2
Try a private window
That rules out a browser extension. See
browser support.
3
Ask a colleague to try it
If they can and you cannot, it is a permission or a scope. If nobody can, it is an
app switch or the plan.
4
Write down one concrete case
One person, one date, one project, one number you expected. That is worth more
than a description of the symptom.
Read the message
TimeTracker never shows a bare “Forbidden”. Every refusal names a reason – a capability you lack, an app that is off, a plan that does not include it, a period that is closed, or access that has ended. The message usually contains the fix. See access and permission errors.Still stuck?
Email [email protected]. See contact support for what to include so the first reply is a fix rather than a question.Related guides
I cannot see a feature
The four-reason decision tree.
Access errors
What every refusal message means.
FAQ
Short answers to common questions.
Contact support
Get a human involved.
Permissions matrix
Every capability against every role.
Glossary
What a word means.