Frequently asked questions and common problems

Each answer gives the most likely cause and where it is explained in detail. If none fits, look at the help home page or send a report (see Suggestions and bugs).

Access and visibility

I can't see a project

Which projects you see depends on your role:

Also check the active organisation: if you belong to more than one, the project may be in the other one (see how to switch organisation). If you are a PM and one is missing, perhaps another PM runs it: it can be changed in Edit, change the PM of and delete a project. Details in Roles and access and Project team.

I can't see a task that I know exists

A Consultant/Developer only sees the tasks they are assigned to. Ask the PM to assign you (see Assignees, dependencies, checklist and deliverables). If you search by code and nothing appears, it is the same thing: a code that belongs to someone else, does not exist or that you cannot access gives the same empty result.

I can't see People, Settings, Reports or Queries in the menu

They depend on the role:

• People, Settings (master data, team roles, organisation members…) and project creation belong to the PM.
• Reports and Queries belong to the PM and to whole-organisation members (CEO).
• My work is visible to everyone.
• Anyone who is not a PM reaches their preferences (language, theme, password, assistant key) from their account menu, Settings option.

If you follow a link to a section that is not yours, you will see a notice saying it is exclusive to another role. See Roles and access.

Why can't I see rates?

The hourly sell and cost rates are part of each project's team data and appear in the Team tab. They are visible to the owning PM (who is also the only one who can edit them) and to members with a Director, PM or Team Leader level role (read-only). A Consultant/Developer sees neither the project nor its team, so they never see rates. If you are a PM and there is nothing, they simply have not been filled in: they are optional (see Project team). Nor do they go into the assistant's client report unless Include internal data is switched on (see Status, forecast, portfolio, client report and meetings).

How do I switch organisation?

If your email has an account in more than one organisation, the Switch organisation selector appears in the header (to the left of your account menu). Pick the one you want and everything you see becomes that organisation's. With a single organisation the selector is not shown. See Several organisations.

Hours and work

I can't log time

Check these causes, in this order:

1. You are not assigned to the task. The message “You can only log hours where you're assigned.” appears. You can only log time on your own tasks (or issues). Ask the PM to assign you.
2. You are trying to log time for someone else. The message “Only the owning PM can log hours on behalf of another person.” appears. Only the project's owning PM can do this, and the person must be in the project team to appear in the selector.
3. Dialog data: the hours must be a whole number equal to or greater than 0 (“Hours must be a whole number equal to or greater than 0.”), it cannot be 0 hours and 0 minutes (“An entry of 0 hours and 0 minutes can't be logged.”), and the description and the date are required.
4. A person without an account can never log time themselves: the PM records their hours.

If what you want is to change or delete a time entry, only whoever logged it or the owning PM can (“Only whoever logged the time entry or the project's owning PM can change or delete it.”). See Time entries.

I can't create a task, a phase or a project

Creating and editing projects, phases and tasks belongs to the owning PM. High-level team members see the project, but read-only; the exception is issues, which those at Director, PM or Team Leader level can also create. See Roles and access and Team roles.

I can't upload a document

Document upload is temporarily suspended: the Documents tab shows a notice instead of the button. Anything already uploaded can still be consulted. See Documents.

I can't delete a person

A person with assigned tasks or logged hours (or, if they have an account, hours they logged for others) cannot be deleted; the notice gives the counts. Unassign them first. See People of the organisation.

Invitations and account

The invitation hasn't arrived

1. Wait a few minutes and check your junk folder.
2. Check the email address with whoever invited you. If it was mistyped, the PM can use Cancel invitation and invite again.
3. The PM can resend it with Resend invitation (in People, or in Organisation members for a CEO). If too many are sent in a row, “Too many invitations have been sent in a short time. Wait a few minutes and try again.” appears and it is best to wait before retrying. “The invitation couldn't be sent. Try again in a few minutes.” points to an isolated sending failure.
4. If you already have an account with that email, no email is sent: your access to the organisation is activated instantly. Switch organisation with the selector in the header.

The notices “There's already a pending invitation for that email in this organisation.” and “That user is already a member of the organisation.” prevent duplicates. See Invitations and Registration and first sign-in.

I've forgotten my password

On the sign-in screen, the recovery link sends you an email to choose a new one. Once inside, you can change it in Settings → Preferences. See Registration and first sign-in and Language, theme, time zone and password.

The interface appears in another language

The language is chosen in Settings → Preferences and is saved in your account. See Language, theme, time zone and password.

AI assistant

The assistant doesn't answer

The assistant always acts with your permissions, so it cannot see or do what you cannot. See The assistant panel and screen context and Confirmation by risk level, batches and undo.

The assistant asks me to confirm or says it can't do it

Creating, changing and deleting go through confirmation cards according to their risk, and some actions are always confirmed (for example, when text written by other people is involved). If an action goes beyond your role, you will see “You can't do this with your role”. See Confirmation by risk level, batches and undo.

Searching and moving around

How do I find something quickly?

Press Ctrl+K / ⌘+K and type the name or the code (T0003, P02600001-T0003). See Command palette and shortcuts.

I type T0003 in the palette and nothing comes up

A code without a project (T0003) only resolves if you are inside a project. Outside one, type the full reference (P02600001-T0003). If it still fails, the record does not exist or you have no access to it. See Short codes.

Related topics

• Roles and access
• Invitations
• Your own Anthropic key
• Suggestions and bugs