Running into an issue? This guide covers common problems and how to resolve them. If you don't find your answer here, reach out to our support team.

Common issues

"The dashboard you tried to visit did not exist"

What happened: You navigated to a custom dashboard URL that no longer exists, or the dashboard was renamed (which changes its URL slug).

Fix: Go to Settings > Dashboards to see all your current dashboards and their correct URLs. Click one to open it directly.

I was redirected back with a notification

What happened: The page you tried to visit ran into an error or no longer exists. LimitLytics automatically redirects you to a safe page and shows a notification explaining what happened.

Fix: Re-open the section you need from the normal app navigation. If the issue persists, try refreshing the page or contact support.

I got a "Something went wrong" notification after clicking a button

What happened: A background in-app action failed on the server. This usually affects just that action, not your whole workspace.

Fix: Try the action once more. If it keeps happening, refresh the page. If the issue persists, please contact support.

Timezone mismatch prompt keeps appearing

What happened: Your browser's timezone doesn't match your Limitlytics account timezone. This can happen after traveling, daylight saving changes, or if your account was set up in a different timezone.

Fix: Click the pulsing indicator next to your name and select Update to sync your account timezone with your browser. If you intentionally use a different timezone than your browser, click Ignore.

See User Profile & Timezone for more.

Cannot create a contact

Possible causes:

• Your subscription has expired or is paused -- check your billing status
• You've exceeded your plan's user limit -- though this affects users, not contacts directly
• There may be a validation error -- ensure you've filled in the required Name field

Cannot see Dashboards, Expenses, or Data sections

What happened: These are admin-only features. Regular users don't see them in the sidebar.

Fix: Ask your team admin to upgrade your role to admin, or request that they share the information you need.

Submission shows as "late" but I submitted on time

What happened: Your account timezone likely doesn't match your actual timezone. The "on time" check uses your account timezone, not your browser's.

Fix: Update your timezone in the user menu. See User Profile & Timezone.

Example: If your account says UTC-5 (Eastern) but you're in UTC-8 (Pacific), a submission at 11pm Pacific registers as 2am Eastern the next day -- making it appear late.

Deactivated user's data is missing

What happened: It's not missing -- deactivated users' data is preserved but they appear greyed out in lists. Their historical submissions, audit trail entries, and contact associations remain intact.

Fix: Filter lists to include inactive users if you need to see their data. The data is still there.

High-ticket threshold change didn't affect existing deals

This is expected behavior. Changing the high-ticket threshold only applies to future deals. Existing deals keep whatever classification they had when they were created. This prevents retroactive changes to your historical data.

Dashboard shows unexpected or missing data

Check these things:

1. Period selector -- make sure you've selected a date range that covers the data you expect
2. Data entry -- dashboards can only show data that's been entered. Check that submissions, deals, and expenses are recorded
3. Admin access -- only admins can see dashboards
4. Browser cache -- try a hard refresh (Ctrl+Shift+R or Cmd+Shift+R)

Cannot delete a user

What happened: Users with existing report submissions cannot be deleted. This preserves data integrity.

Fix: Use deactivation instead. It removes access while keeping all historical data intact. See Team Management.

Offer won't appear in dropdown

Check: The offer must have an Active status to appear in offer selection dropdowns. If it's set to Inactive, it won't be available for new deals.

Fix: Edit the offer and change its status to Active. See Offers.

Getting support

Use the Need help? button in the top-right of the app to open the in-app support page. From there, you can jump to email support, documentation, and other support resources.

Silver and Gold plans

Contact us via email. Include:

• Your team name
• A description of the issue
• Screenshots if applicable
• Steps to reproduce the problem

Platinum plan

You have access to premium chat support for faster response times, in addition to email support. Open the Need help? page in the app to access the premium chat option.

What to include in a support request

The more context you provide, the faster we can help:

1. What were you trying to do? -- the specific action or feature
2. What happened instead? -- the error message or unexpected behavior
3. Steps to reproduce -- can you make it happen again?
4. Screenshots -- a picture is worth a thousand words
5. Browser and device -- which browser are you using? Desktop or mobile?
6. Your timezone -- relevant for submission-related issues