Common issues

No days on the public portal: confirm the day is active in Schedule, the date is today or later, and within your plan horizon (Lite: 90 days). Check the location is active under Locations.

Volunteer cannot find their booking in “Check my booking”: use the same phone number (with or without +, spaces, or dashes) or the same email if they entered it when booking. We store digits only for phones: 3055550100 and +1 (305) 555-0100 match only when the country code is the same (1 + 10 digits vs 10 local digits are different).

“This feature requires an active Pro plan”: coordinators, CSV export, multi-day, tasks, bulk schedule, and unlimited schedule horizon are Pro. If your 30-day trial ended, activate payment or you return to Lite. See “Lite limits & trial end”.

Cannot add more locations: Lite allows 1 active location. Pro includes 2; add extras in Settings → billing.

Forgot password: on the login screen use “Forgot your password?” (/forgot-password). Check spam if the email does not arrive within a few minutes.

Changed email and cannot log in: email changes require confirming a link at the new address (valid 24 h). Until then, log in with the previous email.

Coordinator sees “Access denied” on Settings or Billing: expected. Coordinators manage bookings and schedule for assigned locations; only the organization admin manages plan, locations, and coordinators.

Stripe checkout cancelled or Pro not activated: wait 1–2 minutes after payment. If still on Lite, check Stripe for the charge and open a Billing ticket with your organization email.

No timesheet or Grant Compliance options: this feature must be enabled for your organization. If you do not see check-in/out in Bookings or the grant program and report menus, request it with a support ticket (Billing category).

Booking without a timesheet: if the booking predates enabling Grant Compliance, it may lack a record. In Bookings use “Create timesheet” if the button appears, or record check-in manually on service day.

Cannot approve hours: the flow is 1) Check in → 2) Check out → 3) Approve and pick a grant program. You cannot approve without check-out. Full guide: “Grant Compliance & timesheets”.

Still need help? Try Help → Quick answer search in the panel or open a ticket with your organization name, exact screen, and a screenshot if possible.