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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

I've forgotten my password. How do I reset it?

  1. On the login page, click Forgot Password? or Reset Password

  2. Enter your email address

  3. Click Send Reset Link

  4. Check your email (including spam/junk folders) for a reset link from the platform

  5. Click the link in the email

  6. Enter a new password (must be at least 12 characters, include uppercase, lowercase, numbers, and symbols)

  7. Click Reset Password

  8. You can now log in with your new password

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

My account is locked. Why and how do I unlock it?

Your account locks after 5 failed login attempts (for security). A locked account prevents login for 30 minutes, then automatically unlocks.

I'm having trouble with multi-factor authentication (MFA).

MFA adds a second verification step after you enter your password.

I didn't receive my MFA code:

  1. Wait 30 seconds — codes take time to arrive

  2. Check your email spam folder or SMS junk messages

  3. Request a new code: Click Send Code Again on the MFA screen

  4. Check that your email address or phone number is correct in your profile

I lost access to my MFA device (phone, authenticator app):

  1. Contact support immediately with your name and email address

  2. Provide proof of identity if requested

  3. Support can remove the MFA requirement temporarily so you can log in

  4. Once logged in, set up MFA again with a new device

I entered the wrong MFA code:

  • Click Back or Try Again

  • Enter the correct code

  • Each code works for 30 seconds, then expires and a new one is needed

I can log in but I'm not seeing my grant or applicants.

This is usually a permissions issue. Please contact administrator or support@optible.ai

Common causes:

  • You haven't been assigned to the grant yet. Ask your admin to add you.

  • You're viewing the wrong organisation (if you work with multiple organisations, check the organisation switcher at the top of the page)

  • Your access was revoked. Contact your admin to reinstate permissions.

If you still can't see expected grants after confirming permissions, contact support with the grant name and your email address.

Session and Browser Issues

My session has timed out. What does this mean?

Sessions expire after a period of inactivity for security. The default timeout is 2 hours.

If you see "Your session has expired":

  1. Click Log In Again

  2. Enter your email and password

  3. Complete any MFA if required

  4. You're logged back in

To avoid timeouts, log back in before leaving your computer for extended periods, or ask your admin to adjust the session timeout setting.

I've been logged out unexpectedly.

You may be logged out if:

  • You logged in on another device (only one active session per user is allowed)

  • An admin logged you out (for security or account management reasons)

  • Your session expired due to inactivity

  • There was a server issue

To resolve:

  1. Try logging in again

  2. If you get an error, wait a few minutes and try again

  3. Clear your browser cache (see "Clearing Cache" below)

  4. Try a different browser

  5. Contact support if the problem persists

Browser and Display Issues

Which browsers are supported?

The platform works best in modern browsers:

  • Chrome (version 90+)

  • Firefox (version 88+)

  • Safari (version 14+)

  • Microsoft Edge (version 90+)

Internet Explorer is not supported. If you're using an older browser, update to the latest version.

If you're using a supported browser and still having issues: The problem may be cached data. See "Clearing Cache" below.

Pages aren't loading correctly or look broken.

This is often caused by cached files. Clear your browser's cache:

In Chrome:

  1. Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)

  2. Select "All time" or "Since I opened my browser"

  3. Check "Cookies and other site data" and "Cached images and files"

  4. Click Clear Data

  5. Refresh the page

In Firefox:

1. Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)

2. Select "Everything" in "Time range to clear"

3. Check "Cache", "Cookies", and "Offline Web Site Data"

4. Click Clear Now

5. Refresh the page

In Safari:

1. Click Safari menu → Settings → Privacy

2. Click Manage Website Data

3. Find the platform in the list and click Remove

4. Refresh the page

If pages still look broken after clearing cache, try a different browser.

Text is too small to read or the page layout is strange.

Check your browser zoom level:

  • Increase zoom: Press Ctrl+Plus (Windows) or Cmd+Plus (Mac), or click the menu and adjust zoom

  • Decrease zoom: Press Ctrl+Minus (Windows) or Cmd+Minus (Mac)

  • Reset zoom: Press Ctrl+0 (Windows) or Cmd+0 (Mac)

If zoom doesn't help, the platform may not be compatible with your screen resolution. Contact support with details about your screen size and browser.

Data and Changes Not Saving

I made changes but they don't appear to have saved.

Try these steps in order:

  1. Check internet connection: Is your Wi-Fi or network stable? Look for a connectivity indicator or try loading a different website.

  2. Refresh the page: Press F5 or Ctrl+R (Windows) or Cmd+R (Mac). Your changes may have saved but the page didn't update.

  3. Wait a moment: Slow network speeds can delay saving. Wait 5–10 seconds then refresh.

  4. Clear cache and try again: Follow the "Clearing Cache" instructions above.

  5. Try a different browser: This rules out browser-specific issues.

If changes still aren't saving, contact support with:

  • What you were trying to change

  • What you expected to happen

  • A screenshot if possible

  • Your browser and OS

"My changes aren't saving" — the system shows an error.

If you see an error message like "Failed to save", note the exact error and contact support. Possible causes:

  • Your internet connection dropped mid-save

  • A required field was left blank

  • Your account permissions changed

  • A server issue (rare)

I was working on an application and got disconnected. Did I lose my work?

The platform saves most fields automatically as you type. If disconnected:

  1. Log back in

  2. Find the application and open it

  3. Check if your work was saved

If some changes are missing (e.g., you uploaded a document but it's not there), you may need to re-upload. Contact support if you lose significant work — in some cases support can recover unsaved data.

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