Login Issues
I forgot my password
Click Forgot Password on the login page. Enter your email address and check your inbox for a password reset link. The link expires after a set time, so use it promptly.
My account is locked
After multiple failed login attempts, your account may be temporarily locked for security. Wait for the lockout period to expire, or contact your organization administrator to unlock your account.
Google Sign-In is not working
Ensure your Google account is linked to your ISO Mate profile. Go to Profile Settings and check the Google OAuth section. If not linked, click Link Google Account and complete the authorization.
Permission Errors
I see “Access Denied” or cannot access a page
Your role may not have the required permission. Contact your organization administrator to check your role assignments. Administrators can view and edit role permissions in the Roles section.
I cannot create or edit items
Verify that your role includes the create or update permission for the relevant resource. For example, to create issues you need the issue.create permission.
Email Sync Issues
Emails are not syncing
- Check that your mailbox credentials are correct (IMAP/SMTP settings).
- For Gmail, ensure the Google OAuth token has not expired. Reconnect if needed.
- Verify that your mail server allows IMAP access (some providers require enabling it in settings).
- Check that the IMAP port (usually 993) and SMTP port (usually 587 or 465) are correct.
Sent emails are not appearing
Ensure your SMTP settings are correct. Some mail servers require specific authentication methods or encryption settings.
Google Calendar Sync Issues
Calendar events are not syncing
- Verify your Google account is connected in the calendar settings.
- Check that the specific calendar is toggled on in the calendar sidebar.
- Ensure you granted the required permissions during the Google OAuth flow.
- Try disconnecting and reconnecting your Google Calendar.
Performance Issues
Pages are loading slowly
- Check your internet connection.
- Clear your browser cache and reload the page.
- Try using a different browser to rule out browser-specific issues.
- If the issue persists, contact support with details about which page is slow.
Data Not Appearing
I created an item but it does not appear in the list
- Check your active filters. Click Clear Filters to reset all filters and see all items.
- Verify you are viewing the correct account (check the account selector in the header).
- Refresh the page to ensure the latest data is loaded.