Troubleshooting Trellis
Resolve common login, display, permission, notification, and data issues.
Most issues fall into a small number of categories. Working through them in order usually identifies the cause faster than reporting the symptom.
You cannot sign in
Confirm the address is the one that was invited, since an invitation is tied to a specific address. Invitation links are single use and expire after seven days, so an old link will not work. If the account was disabled, an Owner or Admin needs to reactivate it before sign-in will succeed.
A page looks out of date
If the interface shows something you know has changed, the most common cause is a cached copy in the browser rather than a fault in the product. Reload the page bypassing cache before investigating further. This is worth ruling out first because it looks exactly like a failed update.
An action is blocked
Two different things can block an action. A permission error means your role does not allow it, which an Owner or Admin can change. An upgrade prompt means the feature belongs to a higher plan, and the message names both the feature and the plan required. The distinction matters because only one of them is fixed by changing your role.
Something was rejected when saving
If a change is refused on save, the usual cause is a plan limit rather than a bug. Limits block new additions beyond the allowance but never remove what already exists, so you can still rename, reorder, and delete. Reduce the count or upgrade, then save again.
Notifications are missing or excessive
If people are missing things, check that work is actually assigned, since Inbox is driven by assignment, mention, and approval. If notifications are overwhelming, the cause is usually an automation firing on too broad a trigger. Narrow the rule rather than asking people to ignore the noise.
Worth remembering
- Reload bypassing cache before reporting a display problem.
- A permission error and an upgrade prompt have different fixes. Read which one you got.
- Plan limits block additions but never delete existing data.
Common questions
Almost always a role difference. Permission checks are enforced on the server, so the interface reflects what your role actually allows.
Email support@jolexweblabs.com with your workspace name and the exact steps that produced the issue.
Related guides
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