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.
Seeing an error that says your credentials have expired? Contact support with a screenshot of the message, the email address you sign in with and the browser you are using.

👉 Read more here: How To: Get Lost or Forgotten Passwords

You cannot sign up

If you're creating a new XBert account rather than joining an existing one, the sign-up flow is covered separately.

If you still can't sign up, email support@xbert.io with the email address you're signing up with and what happens when you try.

👉 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 tasks weren't created already. On the Task List, set the date range to Created Date and All, click the tick icon to include completed work, and use the Template Schedule filter. Search for the schedule by its name, not the task title. Just created or changed the schedule? Refresh the page first.
Check the schedule is turned on, and that the client is on it. A schedule that's turned off doesn't create any tasks, and a schedule with no clients left turns itself off.
Check the end date. A schedule set to Set End Date stops after that date, and one set to Repeat stops once it has repeated the set number of times. Choose No End Date to keep it running.
Check the next start date. Once a schedule has created the tasks for a period, its next start date moves on to the following period. So a next start date in the future usually means the last period has already run. Check your completed tasks before you change anything, and don't move the next start date back to make XBert create the tasks again.
Added the client recently? When you add a client to a schedule that's already running, a pop-up asks whether to add them to the Existing period, which creates their tasks now, or the Next period, which starts them on the next start date. Adding clients to a schedule that's turned off doesn't create any tasks.

A locked client still gets its scheduled tasks, so a locked client isn't the reason a task is missing.

👉 Read more here: How to: View Created Tasks from a Template

👉 Read more here: How To: Add a Schedule

👉 Read more here: How To: Turn a Schedule On or Off

You're seeing the same recurring task twice

This usually means the client is on two schedules for the same template, often because a schedule was copied. Open the template, check its schedules, and look for a second schedule that includes the same client. Remove the client from one of them, or delete the schedule you don't need.

If the client is on only one schedule and the task still appears twice, contact support with the client, the task name and the dates.

👉 Read more here: How To: Remove Clients from an Existing Schedule
👉 Read more here: How To: Delete a Schedule

Work has disappeared from your board

Work is rarely deleted. Usually it's still there and something is hiding it. Check these in order:

It's completed. Completed work drops off your board. On the Task List, set the date range to Created Date and All, then click the tick icon in the top bar.
The Template Schedule filter is set to a different schedule. That filter only shows tasks from the schedule selected in it. Search for your schedule by its name, not the task's title, because the two are often different.
Your date range excludes it. The Time Flow Board always shows Start Date with Up to 2 Weeks, so later work won't appear there. Filtering by Work Due leaves out anything without a due date, such as XBerts and tasks emailed in.
A saved view is hiding it. If you've set a default saved view, it applies every time you log in.
It's snoozed. Snoozed work leaves your board until the snooze ends. Click the Z icon to see it.
It's assigned to someone else. With My Items turned on, you only see work assigned to you. To check whether the assignee changed, open the task, click the Comments icon (speech bubble) in the action bar, then click the History icon (clock) at the top right.

👉 Read more here: How To: See All Your Completed Tasks

👉 Read more here: How To: Use the Date Range Selector

👉 Read more here: How To: Use Saved Views

Your board is showing everyone's work

Turn on My Items. The person icon at the top of the board shows only work assigned to you.
Check the Role filters. Picking a person under a role, such as Role: Manager, shows all work for the clients they look after in that role, whoever it's assigned to.
Check your default saved view. A default saved view applies every time you log in.

👉 Read more here: Overview: Work Boards

👉 Read more here: How To: Use Saved Views

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

👉 Read more here: About: User Permissions - what will my team see?

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

👉 Read more here: MYOB Client Files Locked

A client or its tasks are locked

If a task has a red lock icon next to it ("Requires Upgrade" when you hover over it), or a Client locked pop-up appears when you click it, that client is locked.

You can still see its tasks and XBerts, but you can't open them until the client is upgraded. Click Upgrade Client in the pop-up to go to Client Plans.

👉 Read more here: How To: Unlock a File

👉 Read more here: Overview: Client Plans

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

👉 Read more here: How To: Resolve an XBert

👉 Read more here: How To: Snooze An XBert or Task

You're not getting email notifications

Check your notification preferences are switched on for the kind of work you're expecting emails about. If they are and nothing arrives, tell us the email address you sign in with.

👉 Read more here: How To: Set Your Notification Preferences

👉 Read more here: Understanding Your Notification Preferences

XBert is slow, will not load, or parts of the page are missing

Nearly always something on your machine or network blocking XBert.

Allow xbert.io in your security software and firewall. Update to the latest definitions, then check it is on the trusted list. Change only what is needed for xbert.io.
Allow xbert.io in 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.

Nothing showing at all?

If your board, tasks and activity are all empty, open XBert in a private or incognito window. If it works there, clear your browser 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 it relates to, what you were doing, what you were expecting to happen, and what happened instead. 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

XBert Troubleshooting