Troubleshooting Guide
Solutions to common issues and problems
Login & Account Issues
I can't log in to my account
- Verify your email address and password are correct
- Check if Caps Lock is enabled
- Clear your browser cache and cookies
- Try using a different browser or incognito mode
- Use the "Forgot Password" feature to reset your password
- Contact support if issues persist
I forgot my password
- Click "Forgot Password" on the login page
- Enter your email address
- Check your email for password reset instructions
- Follow the link in the email to create a new password
- If you don't receive the email, check your spam folder
My account is locked
- Account locks occur after multiple failed login attempts
- Wait 15 minutes and try again
- Use the password reset feature if needed
- Contact support if your account remains locked
Data & Entry Issues
My entries aren't saving
- Check your internet connection
- Ensure all required fields are filled
- Try refreshing the page
- Clear your browser cache
- Check for browser console errors (F12)
- Try a different browser
- Contact support with error details if problem persists
I can't see my previous entries
- Check the date range filters
- Verify you're logged into the correct account
- Try refreshing the page
- Clear browser cache and cookies
- Check if entries are pending supervisor approval
- Contact support if entries are missing
Validation errors are incorrect
- Review BACB requirements independently
- Check that all required fields are completed
- Verify hour types (unrestricted vs restricted)
- Ensure supervision ratios are correct
- Contact support with specific validation message
Supervisor Issues
I can't see my trainee's entries
- Verify the supervisor-trainee relationship is established
- Check that entries are submitted (not in draft)
- Ensure you're logged into the supervisor account
- Contact support to verify relationship status
I can't approve entries
- Verify you have supervisor permissions
- Check that entries are in "Pending" status
- Ensure you're viewing the correct trainee
- Try refreshing the page
- Contact support if approval buttons don't work
Technical Issues
The page is loading slowly
- Check your internet connection speed
- Close unnecessary browser tabs
- Clear browser cache and cookies
- Disable browser extensions temporarily
- Try a different browser
- Contact support if issue persists
Features aren't working on mobile
- Ensure you're using a modern browser (Chrome, Safari, Firefox)
- Update your mobile browser to the latest version
- Clear browser cache and cookies
- Try the Progressive Web App (PWA) version
- Check if JavaScript is enabled
- Contact support with device and browser details
I'm getting error messages
- Note the exact error message text
- Check your internet connection
- Try refreshing the page
- Clear browser cache
- Try a different browser
- Contact support with the error message and steps to reproduce
Report & Export Issues
I can't generate reports
- Ensure you have entries in the selected date range
- Check that entries are approved (for detailed reports)
- Verify your plan includes report generation
- Try a different date range
- Clear browser cache
- Contact support if reports fail to generate
Report data looks incorrect
- Verify your entries are correct
- Check the date range selected
- Ensure entries are approved (if required)
- Review individual entries for accuracy
- Contact support with specific discrepancies
I can't export my data
- Verify your plan includes export features
- Check that you have data to export
- Try a different export format (PDF vs Excel)
- Ensure pop-up blockers are disabled
- Contact support if export fails
Still Need Help?
If you've tried the solutions above and are still experiencing issues, our support team is here to help.