When something goes wrong

The refusals people actually hit, and what each one means.

Nothing will save

"The trial has ended" or "The subscription has ended" — the workspace is read-only. Everything is still there and still readable; writing is what stopped. Choose a plan on the Billing screen and it comes straight back.

See Plans and seats for what happens and when.

A switch that moves and does not stick

On a read-only workspace the settings toggles still flip when you click them, and then do not save. If a setting is back where it was after a reload, the save was refused — check the banner at the top of the screen.

I cannot log time

No category to pick. Every hour carries a client and a category, because the category is what sets the rate. Add one on the client first — see Clients and jobs.

"A timer is already running." One per person, deliberately. Stop the first one; a second is refused rather than quietly replacing it.

The timer is asking me when I stopped. It ran past 24 hours. Say when work actually finished, or discard it. There is no "stop it now" button on purpose — pressing it would bill every hour since, which is the bad data the prompt exists to prevent.

I cannot edit an entry

Where it has got to decides what you can change:

Entry is	You can
Logged, not approved	Change anything
Approved	Change it; approval clears and it needs approving again
On a draft invoice	Take it off the invoice first
On a sent invoice	Nothing

A sent invoice is a document somebody else holds. To correct one, void it and raise a new one.

I cannot approve this

It is your own. Nobody approves their own hours, whatever their role, including Admin. Somebody else has to — and if you are the only person in the workspace, switch approval off rather than working around it.

I cannot send this invoice

No billing contact, or no email address on it. An invoice needs somewhere to go. Add one on the client record.

I cannot give somebody this role

"…needs a full seat" — they are on a field seat, and the role carries View bill rates or View cost rates. Field seats cannot hold those; that is what makes them cheaper. The message names the person and what the upgrade costs.

"You cannot grant a role you do not hold." A Manager cannot make somebody an Admin. Ask one.

An integration is refusing me

"…is not switched on for this workspace" — turn it on under Settings → Integrations. The plan makes it available; the switch is you asking for it.

"…is not available yet" — it is not you. That integration is not open for business yet at our end or theirs.

Nothing under Integrations at all — the workspace is on Standard. All three integrations are Professional.

QuickBooks stopped syncing

Intuit expires a connection that has gone unused, and a password change at their end can end it too. Reconnect from Settings → Integrations → QuickBooks.

You are only told when something was genuinely refused, so if you have not seen a message, nothing has failed.

Encircle

"Encircle refused the token" — it was revoked or regenerated at their end. Paste a new one.

"That job was not found" — the number is wrong, or the claim belongs to a different Encircle organisation than the token does.

"This project is already linked to Encircle job …" — a job follows one claim. Unlink it first. Refusing is deliberate: two claims' readings mixed into one drying log would look entirely legitimate.

Xactimate will not import

.xls is refused. That is the pre-2007 Excel format and SimpliWork cannot read it. Open the file in Excel and Save As → Excel Workbook (.xlsx), or export CSV from Xactimate instead.

A file will not upload

Wrong format. Jobs take PDF, JPEG, PNG, WebP, HEIC, DOCX and XLSX. The portal is narrower: PDF, JPEG, PNG and DOCX.

Renamed rather than converted. Changing a file's extension does not change the file. SimpliWork checks what it really is and refuses the mismatch, instead of storing something that will not open later. Convert it properly — most phones and Windows will do this from the file's right-click menu.

Too big. 25 MB on a job, 10 MB in the portal.

I am locked out

Forgot password on the sign-in screen. The link is good for 15 minutes.

Lost your phone with two-factor on — use a recovery code. That is what they are for, and why they are worth keeping somewhere other than the phone.

Out of recovery codes too — get in touch. Nobody in your workspace can turn two-factor off for somebody else, which is rather the point of it.

An invitation never arrived

Check spam first. Then check the address. Then resend it from Settings → People — a fresh invitation supersedes the old one.

Still stuck

support@simpliwork.io, and say what you were trying to do rather than what went wrong. "I am trying to bill two jobs for one client on one invoice" gets a useful answer much faster than "the invoice screen is broken".

If there is an error message, quote it. They are written to be specific, and the exact wording usually names the cause.