Common Issues and Solutions

Troubleshooting Guide

Login Issues

Problem: Can't remember password

• Click "Forgot Password" on login page
• Enter your email address
• Check email for reset link
• Create new password

Problem: 2FA code not working

• Check device time is synchronized
• Try the next code (codes refresh every 30 seconds)
• Use a backup code
• Contact Team Admin for help

Problem: Account locked

• Wait 15 minutes for automatic unlock
• Or contact Team Admin to unlock immediately

Browser Extension Issues

Problem: Extension not detecting login forms

• Refresh the page
• Check extension is enabled
• Click extension icon manually
• Try clearing browser cache
• Reinstall extension if problem persists

Problem: Auto-fill not working

• Check website URL matches saved record
• Verify extension has permission for the site
• Disable other password managers
• Check extension is unlocked

Sharing & Permissions

Problem: Can't share a record

• Verify you have "Full Access" permission
• Only record owner or admin can share
• Check user is in your company
• Ensure user account is active

Problem: Shared folder not visible

• Refresh your vault
• Check "Shared with Me" section
• Ask sharer to verify permissions
• Log out and log back in

Performance Issues

Problem: Vault loading slowly

• Clear browser cache
• Check internet connection
• Reduce number of records displayed (use folders)
• Try different browser

Security Audit/Breach Watch Issues

Problem: Security Audit not completing

• Check internet connection
• Try again during off-peak hours
• If you have many records, it may take longer
• Contact support if it fails repeatedly

Getting Help

If issues persist:

1. Check this documentation
2. Contact your Team Admin
3. Submit a support ticket (Support → Create Ticket)
4. Email: support@yourcompany.com