Start with the section that matches what you are seeing. If none of these fit, get in touch using the details at the bottom.
You cannot sign in
Check which email you are using. Sign in with the address you were invited on. A different address will not find your account.
Forgotten your password? Use the reset link on the sign-in screen.
New phone and 2FA is now blocking you? You will need to set two-factor authentication up again on the new device.
Your firm uses single sign-on? You sign in through your provider rather than with an XBert password, so a password reset will not help.
👉 Read more here: How To: Get Lost or Forgotten Passwords · Can I log into XBert using different sign-in methods? · How To: Set Up Two-Factor Authentication (2FA) on a New Phone
You cannot sign up
If you are creating a new XBert account rather than joining an existing one, the sign-up flow is covered separately.
👉 Read more here: How To: Sign Up for XBert
Tasks are not being created
Almost always the schedule rather than the template. A template describes the work; nothing is created until a schedule says which clients get it and when.
Check the schedule is active, and that the client is actually on it.
Check the next start date. If it has moved past the period you are expecting work for, no tasks will generate for that period.
👉 Read more here: How To: Add a Schedule · Updating the Next Start Date on an Active Schedule · How To: Create a Template
Work has disappeared from your board
Work is rarely deleted. Usually it is still there and something is hiding it. In order of likelihood:
It is completed. Completed work drops out of your default view. Filter for a Completed status to bring it back.
It is snoozed. Snoozing hides an XBert or task until the snooze date, then it reappears on its own.
Your date range excludes it. The board only ever shows the period set in the Date Range Selector.
A filter or saved view is hiding it. If you have set a default saved view, it applies every time you log in, so work outside it will never show.
👉 Read more here: How To: Use the Date Range Selector · How To: Use Filters · How To: Use Saved Views · How To: Snooze An XBert or Task · How To: See All Your Completed Tasks
A client is missing or greyed out when you try to add it
On the accounting software's own selection screen, a greyed-out client usually means it is already in XBert, or a previous attempt was never finished. In Xero you also need Standard or Adviser-level permissions on that organisation before it will appear at all.
👉 Read more here: How To: Add Client Files
Someone cannot see a client, or cannot be assigned work
Client access is per user. If a name is greyed out in the Assign list, that person does not have access to that client. An admin can change this in Settings.
If you have just added the client, wait a moment and refresh. Access information can take a couple of minutes to catch up, and until it does the client can look unavailable when it is not.
👉 Read more here: Invited Users' Client Access Permissions · About: User Permissions
A client's data looks out of date
XBert syncs each connected file at least once a day. If you need it sooner, trigger a manual sync from Clients > Sync. During a sync you will not be able to edit workflow items for that client.
If a MYOB file shows Password Required on the Client Connections page, it is password protected and will not sync until you supply its credentials.
👉 Read more here: How To: Manually Sync a Client · MYOB Client Files Locked
An XBert looks wrong, or you want it off your board
XBerts can be resolved, completed or snoozed depending on what you want to happen. If you think one has fired incorrectly, tell us which client and which XBert, and we will look at it.
👉 Read more here: Overview: XBerts · How To: Resolve an XBert · How To: Snooze An XBert or Task
XBert is slow, will not load, or parts of the page are missing
Nearly always something on your machine or network blocking XBert rather than a problem with XBert itself.
Allow
xbert.ioin your security software and firewall. Update to the latest definitions, then check it is on the trusted list. Change only what is needed forxbert.io.Allow
xbert.ioin your ad blocker.Check your browser extensions. Disable them one at a time to find the culprit.
Update your browser. Older versions cause problems, particularly Chrome.
Clear your cache and reload.
Using Brave? Brave's built-in blocker stops tools XBert relies on, including Intercom for the chat widget and Sentry and LogRocket for error reporting. Click the Lion icon next to the address bar, then Advanced controls > Block trackers & ads, and select Allow all trackers & ads.
This applies to XBert only.
Still stuck?
Tell us which client, what you were doing, and which browser you are using. That is almost always what we need to ask for first.
Need help?
If you have any questions, our support team is here to help!
Reach out via the chat widget on the bottom left of your XBert screen (Help), or email us at support@xbert.io