Troubleshooting Common Autovella Issues and Error Messages

Why can't I sign in to Autovella?

Autovella shows a different message depending on what is wrong:

• Invalid credentials. The username, email or password is wrong. Autovella deliberately gives the same message for both, so check each. Use Forgot password? on the sign-in page to get a reset link by email. The new password must be at least 12 characters.
• Account temporarily locked due to repeated failed logins. After 5 wrong attempts the account is locked for 15 minutes. Wait it out, or ask an admin to open your user page and choose Unlock account.
• Please verify your email before logging in. This applies to accounts created through free sign-up. Open the welcome email and click Verify email address (the link lasts 24 hours). Check spam. If the page says Verification failed, the link is invalid or expired, so contact support.
• Your organization is currently suspended or Your organization's trial has ended. Sign-in is blocked for everyone in the organization, but no data is deleted. Your administrator needs to contact Autovella to extend or upgrade, and access returns when the organization is active again.
• This account is restricted to API-key access. Password sign-in is turned off for that account. Ask your admin.
• Too many attempts. Please try again later. You or your network sent too many sign-in or sign-up requests. Wait a while and try again.

Signed out unexpectedly

Autovella signs you out after a period of inactivity. Admins set it in Setup, Company Settings under Auto-logout after inactivity (minutes), from 5 minutes to 24 hours, and the default is 30. A warning with a Stay logged in button appears two minutes before. Active users are never signed out.

Why is a menu item, button or field missing?

Autovella checks, in order, whether your organization has the module, whether your role allows the action, whether you can see the record and whether you can read the field. Work through this list:

1. Refresh the page. Right after signing in, a refresh loads your full profile and menu.
2. Is the module on? Modules such as Invoicing, CRM, Sprints and Expenses are switched on per organization. If a module is off, its menu items vanish for everyone, admins included. Contact support to enable it.
3. Does your role include it? For example, Invoices and CRM are Admin and Finance only by default, and Settings is admin only. Ask an admin to check Users & Access, Roles and your permission sets.
4. An Access Restricted page. You typed or clicked a link to a page your role cannot open. Go back and use the menu.
5. Cannot see one record. Visibility follows ownership, project membership, sharing and organization-wide defaults. Ask the owner to add or share you.
6. A field is blank or absent. Admins can hide fields such as budgets or rates from specific roles. Nothing is wrong, the field is simply restricted.

Details are in How access works and Quick start by role. A customer or contractor only ever sees what they own, belong to or are shared.

What do I do when I hit a user or storage limit?

User limit reached

When your plan has a user cap, adding the next person fails with User limit reached (X of Y). Contact Autovella to upgrade. A CSV import of users does the same row by row: rows beyond the cap fail with User limit reached while earlier rows succeed. Admins cannot raise the cap themselves. Autovella does not delete users, so deactivating someone may not free a seat. Contact Autovella to change your plan.

Storage quota exceeded

Uploads, such as expense receipts and attachments, fail with Storage quota exceeded. Used X of Y. Contact your admin to upgrade. Remove files you no longer need or ask your admin to upgrade. Check usage under Setup, Company Settings, Company Information, which shows a storage bar and a Contact Autovella to upgrade button once you pass 80 percent. If it says No storage plan assigned, an operator has not set a plan yet, so contact support.

See Plans, storage and user limits for the full explanation.

File problems

• File type not allowed. The file is not a supported type. Convert it to a PDF or image.
• An expense receipt can be up to 10 MB per upload.

Why can't I submit, edit or approve a timesheet?

• No Submit Week button. It appears only when you have Saved or Rejected entries and permission to update timesheets. Ask an admin to check your role.
• Cannot edit a cell. Autovella says Cannot edit timesheet that has been submitted or approved. Only Saved and Rejected entries can be changed. Ask your approver to reject the entry so it returns to you.
• Cannot delete an entry. You can only delete a timesheet while it is a draft. Deleting later needs the timesheets delete permission.
• Not authorized to submit this timesheet. You can only submit your own entries.
• You cannot approve your own timesheet. Someone else, such as your manager or a Finance user, must approve it. Only organization-wide approvers are exempt.
• You can only approve timesheets for your direct reports or your own projects. A manager approves only their reports and projects they own. An admin or Finance user handles the rest.
• Can only approve submitted timesheets. The entry is still a draft or already processed.

The same approval-scope rule applies to expenses and time off. See Time tracking and timesheets, Tracking expenses and Time off, holidays and attendance.

Why won't my invoice generate or save?

• No approved timesheets or approved expenses found for this project. Generate from Project uses only approved entries, by default only billable time, inside your From and To dates. Approve entries from Approvals, widen the dates or tick the Bill box on timesheet rows.
• Hourly rate must be greater than zero. Enter your real rate. The field is pre-filled with a placeholder.
• Fill required fields. Customer, Project, From Date, To Date and Hourly Rate are all required.
• Invoice number is required (auto-numbering is disabled). An admin has turned auto-numbering off, so type the number yourself.
• Invoice number already exists. Numbers must be unique, including numbers of invoices still in the recycle bin. Choose another.
• Cannot edit a paid invoice or a cancelled one. Cancel an unpaid invoice instead, or reverse its payments first.
• Cannot delete paid invoice. Cancel it instead. An invoice with payments recorded needs the payments reversed before deleting.
• Payment exceeds the balance due. Lower the Amount Paid to the balance.
• Print / Save as PDF does nothing. Allow pop-ups for Autovella.

Full steps: Creating and sending invoices. Currency and tax questions are in Multi-currency and GST tax setup.

How do I fix import errors?

The import wizard shows an error table before anything is saved. Row numbers match your spreadsheet, where row 1 is the header and the first record is row 2.

• "X" is not a valid email or is not a number. Correct the cell and re-import.
• Account, Project or User "X" not found. Create the linked record first, or fix the spelling. Import in the order Accounts, Contacts, Projects, Tasks.
• "X" must be one of ... The value is not an allowed choice. Use one of the listed values.
• ... is required. A required column is empty.
• User limit reached. Your plan has no seats left for new users.

Files are limited to 10,000 rows and 25 MB. If accents look garbled, change Character encoding to UTF-8. Full guidance is in Importing data into Autovella.

What should I send to support if I'm still stuck?

Include the page you were on, your role, what you clicked and the exact message. Mentioning whether other people see the same problem helps tell a permission issue from an organization-wide one. Admins can also check the Audit Log to see who changed a record and when, and the Recycle Bin to restore something deleted by mistake. See Recycle bin and audit log, then contact support.

Frequently asked questions

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