# Troubleshooting & FAQ

> Quick fixes for the problems people run into most — sign-in, missing features, approvals and profile changes.

Source: https://intelliob.com/docs/accord/troubleshooting

Find your problem below. If none of these help, contact your HR team — they can see your account and, if needed, sign in as you to check (see [User impersonation](https://intelliob.com/docs/accord/ehr-portal-management/user-impersonation)).

## I can't sign in

| What you see | Fix |
|---|---|
| Incorrect username or password, please try again. | Check Caps Lock and retype. Still failing? [Reset your password](https://intelliob.com/docs/accord/getting-started/forgot-password). |
| Logins for this company are currently disabled, please contact Intelliob Support. | Sign-in is switched off for your company — contact HR. |
| Too many requests. Please try again later. | Wait a few minutes before trying again. |
| The company name after the first step isn't yours | Select **Wrong company? Enter code again.** and check your company code. |
| No password-reset email | Check spam. Your registered email may be out of date — ask HR to update it. |

## I can't see a feature

A missing menu item, card or button is almost always one of these:

1. **Your role.** Team Admin and eHR Portal Management only appear if HR has given you that access.
2. **Your company hasn't enabled it.** HR switches Self Service modules on or off for everyone in [Self Service sections](https://intelliob.com/docs/accord/ehr-portal-management/self-service-sections).
3. **It's not part of your plan.** Some modules are only available to certain organisations.

> **Tip:** Use **Search** (`Ctrl` + `K`) and type the feature name. If it doesn't come up, it isn't enabled for you.

## I see "Access Denied"

You opened a page your role doesn't allow — usually from an old bookmark or a link someone shared. You're returned to the Dashboard. Ask HR if you need access.

## My request is stuck as Pending

- Check who it's waiting for: on [Leave](https://intelliob.com/docs/accord/self-service/leave), **Leave posted would require approval from** names your approver; other pages show approver information too.
- Remind your approver — it's in their Team Alerts.
- If the approver is wrong or has left, ask HR to fix your reporting line or the [approval workflow](https://intelliob.com/docs/accord/ehr-portal-management/workflow-items).

## I can't cancel my leave

You can delete a **Pending** application and cancel an **Approved** one only until the leave date. After that you'll see **Leave Cannot Be Cancelled** — contact your manager or HR.

## My profile change hasn't appeared

Profile changes need approval. Until then the section shows **Pending Approval** and your old details stay in place. Ask your manager to check **Personal File Changes** in Team Alerts.

## Today's attendance shows Not Marked

Biometric punches can take up to 3 hours to appear, longer if a device has problems. Wait at least 24 hours before [declaring a correction](https://intelliob.com/docs/accord/self-service/timesheet).

## Managers: a request isn't in my approval list

- It may have been sent to a different approver — check the employee's reporting line in the [reporting matrix](https://intelliob.com/docs/accord/ehr-portal-management/reporting-matrix).
- If the workflow uses **Any One** approval, another approver may already have acted.
- It may have escalated or been auto-rejected after the number of days set in the workflow.

## Payslip shows Not Yet Published

Payroll hasn't released that month yet. Check again after pay day.