If something goes wrong

Most problems show a short message on the page. Start there, then use this list.

You cannot sign in

• Confirm the email is the one you used to create the account.
• Use Forgot password? if you cannot remember the password. See Reset your password.
• If you never confirmed the email, open the confirmation message or sign up again with the same address.

The invitation link does not work

An invite link works for seven days, and only for the email it was sent to. Revoked means an admin cancelled it. Expired means the seven days passed. Either way the link is finished and the seat is free. Ask an organization admin to send a new invite from Members and invites.

You see “Only organization admins…”

You are signed in, and the screen is real, but your role is member. Member can see the organization and the plan. Admin is the role that can change them. Ask an admin, or read What admins can do.

You see “Staff role required”

Sources, Watch inbox, and Packages change the library every customer’s answers can cite. Customer member and customer admin do not include that work, so the page stops with Staff role required. That is expected. If you should be staff, a platform admin grants the role on the internal Worklexia organization. A customer invite cannot do it. Sign in again after the role is granted.

A feature is locked or a limit is reached

Locked, or a limit reached, means the plan is blocking the action. A seat limit counts people plus pending invites. An Advisory limit counts questions sent this billing period. Locked on the usage cards means the payment did not go through. Admins open Usage this period. Members ask an admin. A customer cannot lift a service-wide Advisory pause from this page.

Sources shows a number

The number beside Sources is how many platform-assistant suggestions you have not opened. It is not an error, and it is not your colleague’s count. Open Assistant on the page you are working. The cards stay until you confirm them, dismiss them, or the problem goes away. If there is no Assistant panel at all, it is not turned on in this workspace.

The assistant says it is turned off

Suggestions can still appear. Questions in the panel will not. This is separate from one customer reaching an Advisory limit, and separate from Advisory is turned off. Turning the assistant’s answers back on is a platform-team step. Read When you do not see it.

Advisory is turned off

Questions cannot be sent. This pause applies to every organization, separate from one plan’s monthly cap. Wait, or ask an admin to contact Worklexia. Platform admins: see When Advisory must pause everywhere.

An answer stopped half way

Choose Retry on the thread. If the connection dropped, check your network and try again.

A document will not upload

• Use PDF, Word, Excel, text, or a common image, and keep the file under 50 MB.
• Choose both a country and a type — the dialog requires them.
• If the page says it could not load the list, choose Retry or change the filter.

A missing page

The address is wrong or the item was removed. Use Back to workspace, Back to Advisory, or open Help and pick a chapter from the table of contents.

Something went wrong

Choose Try again. If the message stays, sign out, sign in, and retry the same step. Still stuck? Ask an admin (customer work) or a platform admin (library work).