Troubleshooting and FAQ

I didn’t get the confirmation (or reset) email

• Check your spam or junk folder, and search for “Proto Tracker”.
• On the sign-in page, try to sign in. If your email isn’t confirmed yet you’ll see Resend link.
• Confirmation links last 7 days; password reset links last 30 minutes. Both work once.
• Company mail filters sometimes hold new senders. Ask IT to allow email from proto-tracker.com.

My invitation link says it’s invalid or expired

Invitations last 14 days and can only be used once. Ask an admin of the organisation to Resend the invite from Organisation settings → Members.

“This invitation was sent to a different email address”

Invites are tied to the address they were sent to. Sign up or sign in with that address, or ask the admin to invite the address you use.

I can see things but can’t change them

You probably have the viewer role. Ask an admin to change it. See roles.

“Changes are paused” / the organisation is read-only

The organisation has more people than its plan allows, usually because a subscription ended. An admin can remove members or update billing to fix it. Nothing has been deleted. See Plans and billing.

“Your plan allows up to …”

You’ve reached a Personal plan limit on designs, revisions or prototypes. Upgrade to Business for unlimited designs, revisions and prototypes.

“Serial already used for this design”

Serials must be unique within a design. Check the list (search for the serial), or pick the next free number.

I want to see the tour again

Click Take the tour in the sidebar (on a phone, More → Take the tour).

Still stuck?

Email support@proto-tracker.com. Please don’t send design files or other sensitive data; we never need them to help.

“That code isn’t right” when signing in

Authenticator codes depend on your phone’s clock. Make sure its time is set automatically, then try the next code. If you’ve lost the phone, use one of your recovery codes. If you have neither, contact support from the email address on the account.

My import says “Nothing was imported”

A file with any problems imports nothing, so you never get half an import. The list shows each problem with its spreadsheet row number: fix those rows, save the CSV again and choose it again. See Importing from a spreadsheet.