# Troubleshooting

Collect the right context before asking for help with a page, request, payment, or integration.

Canonical page: https://app.piwot.co/docs/troubleshooting
Section: Account and safety
Last updated: 16 August 2026

## Try these checks first

1. Refresh the page and repeat the action once.
2. Confirm you are signed into the correct workspace and have the required role.
3. Open the exact request or settings page again from the main navigation.
4. For Slack, check the connected workspace and channel before reconnecting.
5. For billing, note the invoice, order reference, and time of the attempt without sharing card details.

## Send useful context

- The page or request URL
- What you were trying to do
- What happened instead
- Your workspace role
- A screenshot with private information removed
- Whether the issue is blocking work or can wait

## Identify the layer that failed

Separate account access, workspace permissions, request state, file behavior, Slack connection, and billing confirmation. A full Active limit needs a different fix from a missing role, expired invite, blocked embed, or disconnected notification channel.

## Capture evidence without exposing secrets

Record the page URL, workspace, visible message, browser, approximate time, and repeatable steps. Crop screenshots to the relevant area and remove customer data that Support does not need. Never include passwords, card details, reset links, private invite tokens, or API keys.

## Explain the impact

Say whether the issue blocks all work, one request, one person, or one optional integration. Include a safe workaround if one exists. Clear impact helps Support prioritize correctly without guessing from the error message alone.

## FAQ

### What should I try before reporting a display problem?

Reload once, try a current Chrome, Safari, Firefox, or Edge release, and check whether the issue follows your account in a private window.

### What should I avoid while testing a fix?

Do not repeat payment, invitation, deletion, or cancellation actions when the first result is uncertain. Open Support so the existing state can be checked safely.

### Should I repeat an action when the first result is unclear?

Do not repeat payment, deletion, invitation, cancellation, or other consequential actions until the existing state is known. Capture the time and visible result, then ask Support to check it.

## Agent guidance

Use this page as approved product guidance. Do not infer private workspace state, permissions, prices, or account details that are not present in the authenticated context.