Troubleshooting

This page covers the most common issues users encounter and how to resolve them. If your problem is not listed here, contact your organisation administrator or Nexalix support.

Login issues

I cannot log in — “Invalid credentials”

• Verify that you are entering the correct email (or username) and password.
• Check that Caps Lock is not enabled.
• Try resetting your password using the Forgot your password? link on the login page.
• If your organisation uses multiple Nexalix domains (e.g., a dedicated environment), make sure you are accessing the correct URL.

I cannot log in — “User account is inactive”

Your account has been deactivated by an administrator. Contact your organisation administrator to reactivate your account.

I cannot log in — “Forbidden” (403 error)

This typically means you are trying to access a domain that is restricted to a different organisation or sector. Verify that you are using the correct Nexalix URL for your organisation.

I am stuck on the two-factor authentication screen

• Make sure your authenticator app is displaying the correct code for Nexalix (not another service).
• Check that the time on your device is accurate — TOTP codes are time-sensitive. A clock difference of more than 30 seconds can cause codes to fail.
• If you have lost access to your authenticator app, enter one of your recovery codes instead.
• If you have no remaining recovery codes, contact your organisation administrator to reset your password.

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Email issues

I did not receive the invitation email

• Check your spam or junk folder.
• Verify that your email address was entered correctly by your administrator.
• Ask your administrator to resend the invitation from the Admin panel.
• If the problem persists, your organisation’s email server may be blocking messages from Nexalix. Contact your IT department to whitelist the sender address.

I did not receive the password reset email

• Check your spam or junk folder.
• You can only request one reset email every five minutes. Wait a few minutes and try again.
• Make sure you entered the email address associated with your Nexalix account.

I am not receiving notification emails

• Go to Settings > Notifications and verify that email notifications are enabled for the relevant incident types.
• Check your spam or junk folder.
• Ensure that your email address is verified (you should have received a verification email when your account was created).

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Incident creation issues

I cannot set the location — “Geolocation is not supported”

Your browser does not support location services. Use the Address search or Map picker location modes instead of auto-detection.

I cannot set the location — “Permission denied”

Your browser has blocked location access for this site. To fix this:

1. Click the lock icon in your browser’s address bar.
2. Find the “Location” permission and change it to “Allow”.
3. Reload the page and try again.

The location is outside the allowed area

Your organisation has configured geographic bounds for incident locations. If you need to create an incident outside these bounds, contact your administrator to adjust the organisation’s map bounds.

My photos are not uploading

• Ensure that each image is within the file size limit (images are compressed automatically, but very large files may cause issues).
• Check your internet connection — photo uploads require a stable connection.
• Verify that you have not reached the maximum number of images per incident (this limit is set by your organisation’s plan).

I do not see the template I need

• The template may be restricted to a specific sub-organisation. Check with your administrator.
• Your organisation may not have created the template yet. Administrators can create new templates from the Admin panel.

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Dashboard and statistics issues

My dashboard shows no data

• Verify that incidents exist in the system for the selected time period.
• Check that your widgets are configured with the correct filters.
• Statistics are recalculated periodically (approximately every 15 minutes). If incidents were created very recently, the data may not yet appear in dashboard widgets.

A widget shows “No data available”

The widget’s filter criteria may not match any existing incidents. Try adjusting the template filter, date range, or status filter in the widget settings.

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Mobile app issues

Push notifications are not working

• Ensure that notifications are enabled for the Nexalix app in your device’s settings.
• Open the app and log in again — this re-registers your device for push notifications.
• Check your notification preferences in Settings > Notifications on the web platform.

The app is showing outdated data

The mobile app uses a local database that synchronises with the server. Force a sync by pulling down on the incident list (pull-to-refresh). If the issue persists, log out and log in again to trigger a full synchronisation.

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Feature access issues

I cannot see a module (SLA, Assets, Costs, etc.)

The module may not be enabled for your organisation, or you may not have the required permission. Contact your organisation administrator to check:

1. Whether the module is included in your organisation’s plan.
2. Whether the module is enabled in the organisation’s feature settings.
3. Whether your role includes the relevant permissions.

I cannot perform an action — “Forbidden”

Your current role does not include the permission required for this action. Contact your organisation administrator to review your role assignments.

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Still need help?

If none of the solutions above resolve your issue, contact your organisation administrator. For platform-wide issues, reach out to Nexalix support through the channels provided by your administrator.