When something doesn't behave the way you expect, this page is the first place to check. Most issues are five-second fixes once you know where to look.

"Invalid email or password"

Wrong door — HR/Managers go to /login; Employees go to /employee/login. Logging in at the wrong URL rejects the right credentials.
Caps Lock — passwords are case-sensitive. Easy to miss.
Outdated password — try Forgot password? and reset.

"Your account has been suspended"

The Super Admin or your Manager has disabled your account. Contact them — there's nothing you can do from this side.

"Your invite link has expired"

Invite links are valid for 48 hours. Ask whoever invited you to resend.

Pages won't load / blank screens

"Network error" or spinning forever

Refresh the page (Cmd/Ctrl + Shift + R for a hard refresh).
Check your internet — TracefyHR requires a working connection.
Try a different browser — Chrome, Safari, Firefox, Edge are all supported (last 2 versions).
Clear the cache — Settings → Privacy → Clear browsing data → Cached images and files.

If multiple users are seeing the same issue, check our status page.

You don't have permission for them. Examples:

Missing item	Likely cause
Money / Budget / Analytics	No `canAccessFinance`
Forge AI	No `canAccessForge`
Settings	You're not a Manager
Company Tools is empty	Your company hasn't deployed any Forge AI features

Ask your Manager to grant the relevant permission.

Email problems

Onboarding email not arriving

Check spam/junk first.
Wait 5 minutes — sometimes the queue runs slow.
Ask your HR to resend from your profile (⋯ menu → Resend onboarding email).

Approval emails not arriving

Check your personal notification preferences (Profile → Notifications) — you may have unsubscribed.
Check your email's promotions / updates tab in Gmail.
Ask Settings admin to check Email Logs — they can see if delivery succeeded or bounced.

Form submission errors

"Validation failed" with no clear field

Look for a red border around any field — that's where the validation hit. Common causes:

Empty required field (red asterisk)
Number outside allowed range (e.g. tax > 100%)
Date in the past where it shouldn't be
File over 10 MB

Your session has timed out. Refresh the page, log in again, and re-submit.

Payroll / numbers look wrong

Employee missing from payroll

They're archived (left the company)
Their hire date is in the future
Reactivate them or fix the hire date

Approved leave not deducting from balance

The leave type's Affects payroll toggle is off. If this is paid leave, that's correct. If it's unpaid, ask Manager to flip the toggle in Settings → Leave Types.

Forge feature submissions not appearing in payroll

The submission is still Pending — hasn't been approved yet
The feature isn't configured to write to payroll — check the feature's Settings → Payroll integration

Forge AI specific

"Generation failed"

Try again — sometimes a transient model error
Simplify your prompt — break a complex feature into smaller ones
Out of credits — check Settings → Billing

Refresh the page (sidebar caches for 60 seconds after deploy)
Check feature visibility — it might be set to specific roles and you don't match
Sign out and sign back in

When all else fails

Email [email protected] with:

Your company name and email
The page you were on (URL)
What you were trying to do
The exact error message (screenshot is best)

We aim for a first reply within 24 hours, faster for paid plans.

Troubleshooting