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Troubleshooting

Solutions to common issues you may encounter while using Elastic Time.

Email Verification Not Received

If you don’t receive the verification email after registering:

  • Check your spam/junk folder - The email may have been filtered
  • Wait a few minutes - Email delivery can sometimes be delayed
  • Try registering again - If the verification link has expired (after 24 hours), you can register with the same email again
  • Contact support - If the problem persists, reach out via the Support page

Password Reset Not Working

If you’re having trouble resetting your password:

  • Check your email - The reset link is sent to the email associated with your account
  • Check spam/junk folders - Reset emails may be filtered
  • Link expired - Reset links expire after 1 hour. Request a new one from the forgot password page
  • No account found - For security, the reset page always shows a success message even if no account exists for that email

CSV Import Issues

Common problems when importing activities from CSV:

No activities imported

  • Check the CSV format - Ensure your file has the required columns (description, start time, end time)
  • Date format - Dates should be in a standard format (e.g., 2024-01-15 09:00, 01/15/2024 9:00 AM)
  • All duplicates - If all activities already exist, they will be skipped

Wrong times after import

  • Timezone mismatch - Select the correct fallback timezone during import. If your CSV timestamps don’t include timezone information, the fallback timezone is applied
  • Embedded timezones - If your timestamps include timezone offsets (e.g., +02:00), those are used instead of the fallback

Team member import errors

  • Unknown email - The email in the CSV must belong to a user who is a team member on one of your clients
  • User not registered - The team member must have an active account

Browser Compatibility

Elastic Time works best with modern browsers:

  • Chrome / Edge - Fully supported (latest 2 versions)
  • Firefox - Fully supported (latest 2 versions)
  • Safari - Fully supported (latest 2 versions)
  • Mobile browsers - The interface is responsive and works on mobile devices

Known browser issues

  • Time inputs - Some older browsers may not support the native time picker. Use the format HH:MM (e.g., 09:30)
  • Date inputs - Date picker appearance varies by browser but all are functional

Common Error Messages

“Activity is locked”

The activity has been locked through the Reports page. Locked activities cannot be edited or deleted. To modify them, unlock the activities first from the Reports page.

“Unauthorized”

Your session may have expired. Try refreshing the page or logging in again.

“Client not found” / “Project not found”

The item may have been deleted by another user or in another tab. Refresh the page to see the current state.

Real-Time Updates

Elastic Time uses real-time updates (Server-Sent Events) to keep your activity list current:

  • Activities appear automatically when created from another tab or by a team member
  • Connection indicator - If updates stop appearing, try refreshing the page
  • Multiple tabs - Each open tab maintains its own connection. Older connections are automatically closed when you have more than 5 tabs open

Still Need Help?

If your issue isn’t covered here, visit the Support page for additional help options.