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Troubleshooting

Fixes for the issues support sees most often. Each section starts with the most likely cause. If none of these resolve your problem, submit a Service Request at workdone.ai/support with the details listed in Support.

I can't sign in

Your invitation may have expired. Corporate Memory access starts with an emailed invitation. Invitations are time-limited; if you're clicking an old invitation link and it fails, ask your organization's admin to re-send it. (Admins: see Managing Users.)

A sign-in or invitation email isn't arriving:

  1. Check spam and junk folders: automated sign-in emails are the most commonly quarantined message type.
  2. Check quarantine and ask IT to allowlist the sender domain. Corporate mail filters sometimes hold automated sign-in emails; your IT team can allowlist the WorkDone sender domain so they arrive immediately.
  3. Where a sign-in code is used, request a fresh one rather than reusing an old one. Codes are single-use and expire within minutes; a code that sat in a spam folder for half an hour will be rejected even once you find it.
  4. Confirm you're using the same email address your account was created with. Emails go only to registered addresses; a typo means no email and no error.

You may not have an account. There is no self-service sign-up for any WorkDone product. If you've never received an invitation, request one from your organization's admin.

Copilot can't find a document I know exists

Work through these in order:

  1. It may not have synced yet. Documents flow from your connected SharePoint sites and Drive folders on a periodic schedule; a file added minutes ago won't be searchable yet. Wait for the next sync cycle before investigating further.
  2. It may be waiting in the approval queue. Documents flagged by the AI content review need a human approval before entering the knowledge base. Your admin can check the queue in Console & Settings.
  3. It may be out of scope. Only designated sites, libraries, and folders are synced; a document elsewhere in SharePoint or Drive is invisible to Copilot no matter how long you wait. Check with your admin whether its location is a connected source; see Knowledge Base Curation for how scoping works.
  4. Try asking differently. If the document is confirmed synced and approved, rephrase the question using terms that actually appear in the document.

Workflow data looks stale

Check the refresh schedule. Workflow data is refreshed on a configured schedule, not continuously; data is only as fresh as the last completed run. Admins can view and adjust the schedule in Console & Settings.

Check for pending approvals. Proposed updates don't reach your systems until someone reviews and approves them in the portal. A backlog in the review queue looks exactly like stale data: clear the pending approvals and re-check.

Confirm the update reached your system. Approved values sync back to your business systems and are tracked through to confirmation in the portal's update tracking (admin-only). If an approved update shows as unconfirmed for an extended period, contact support with the affected records and approval timestamps.

Dashboard data is missing or incomplete

Check the telemetry connector. The Vision Dashboard is fed by your workforce-analytics deployment. If a whole dashboard is empty, or data stops at a specific date, the connector or its credentials are the usual cause; ask your admin to verify the integration is healthy on your side, then contact support if it is.

Check the date range. Most missing-data reports are a date-range filter set to a window with no data (a future week, a period before the connector went live). Reset the range to a recent, known-active period first.

New users and teams appear after data flows. A newly monitored user or team appears in dashboards only after their activity data has been collected and processed; expect a delay after onboarding, not instant history.

Pages render oddly or features don't load

WorkDone products support current evergreen browsers: recent versions of Chrome, Edge, Firefox, and Safari, which update themselves automatically.

  • Update your browser to the current version and reload.
  • Try a private/incognito window; this rules out stale cached assets and interfering extensions.
  • Corporate proxy or filtering appliances that intercept traffic can break page loads; if incognito on an unfiltered network works, involve your IT team.
  • Internet Explorer and long-outdated browser versions are not supported.

Still stuck?

Submit a Service Request at workdone.ai/support with your product, organization, affected users, timestamps (with timezone), and what you've already tried from this page; see what to include in a ticket. Also check the FAQ for questions that aren't failures, like where data is hosted or how citations work.