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Common Issues and Troubleshooting FAQ

This page answers the most frequent questions about logging in, account access, and general platform issues.

Login and Account Access

Forgotten password

  1. Click Forgot Password? on the login page
  2. Enter your email and click Send Reset Link
  3. Check your inbox (and spam folder) for the reset link
  4. Enter a new password and click Reset Password

If you don't receive the email within 5 minutes, try again or contact support.

Locked account

Accounts lock after 5 failed login attempts. It automatically unlocks after 30 minutes.

MFA issues

  • No code received: Wait 30 seconds, check spam, or click Send Code Again
  • Lost MFA device: Contact support immediately with your name and email
  • Wrong code entered: Each code expires after 30 seconds — request a new one

Can log in but can't see my grant or applicants

This is usually a permissions issue. Contact your admin or support@optible.ai. Common causes: not assigned to the grant, viewing wrong organisation, or access was revoked.

Session and Browser Issues

Session timeout

Sessions expire after 2 hours of inactivity. Click Log In Again and re-enter your credentials.

Unexpected logout

Can happen if you log in on another device, an admin logged you out, or your session expired. Try logging in again, clearing cache, or using a different browser.

Browser and Display Issues

Supported browsers

Chrome 90+, Firefox 88+, Safari 14+, Edge 90+. Internet Explorer is not supported.

Pages not loading correctly

Clear your browser cache. See the How to Clear Browser Cache and Cookies article in this section for step-by-step instructions for Chrome, Firefox, Safari, and Edge.

Layout or zoom issues

Reset browser zoom with Ctrl+0 (Windows) or Cmd+0 (Mac). Contact support if the issue persists.

Changes Not Saving

  1. Check your internet connection
  2. Refresh the page — your changes may have saved but the display didn't update
  3. Clear cache and try again
  4. Try a different browser

If still not saving, contact support with what you were trying to change, what you expected to happen, and a screenshot if possible.

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