Troubleshooting

Fixes for the most common problems, grouped by what you're seeing. Each one explains the likely cause and what to do about it.

I can't invite anyone#

Inviting people is for organisation admins. If you're an admin and still can't send an invitation, check these in order.

The invite button says Upgrade plan#

Your plan's seats are all in use. On a flat plan, pending invitations count as well as members, so open invitations may be what's filling the plan. The Members page shows "Every seat on your plan is taken."

To fix it, do one of these:

• Revoke a pending invitation you no longer need, under Pending invitations;
• remove a member;
• move to a per-seat plan, which adds a seat for each new member. See Upgrading.

See Seats for exactly who counts.

You're asked to verify your email#

Sending invitations is locked until your email address is confirmed. You'll see "Verify your email" with "Sharing pages and sending invitations are locked until it's confirmed."

Open the link in the verification email. If you can't find it, select Resend verification email for a fresh one.

You're asked to set up two-factor authentication#

Admins of an organisation with other members must use two-factor authentication, so Folioso asks you to set it up before you invite your first member: "Admins of an organisation with other members must use two-factor authentication. Set it up before inviting your first member." Follow Set it up, then come back to the Members page. See Two-factor authentication.

An invitation email hasn't arrived#

1. Check the spam or junk folder of the address the invitation was sent to.
2. Check the address. The Members page lists each pending invitation with its email address. If it's wrong, select Revoke and invite the right address.
3. Check whether it has expired. Invitations last 7 days. An expired one shows "expired date" on the Members page.
4. Send it again. An admin can select Resend next to the invitation. This sends a new link and restarts the 7 days. The link in any earlier email stops working, so use the newest one.

If the invitee opens the link while signed in to a different account, they'll see "This invitation is for a different account". They should select Sign out and switch account, then open the link again with the account the invitation was sent to.

If the invitation link says the organisation has no free seats, an admin needs to free a seat first. See Seats.

My account is suspended#

You'll see "Your account in organisation is suspended" when you open that organisation. Your account and pages are kept, and any other organisations you belong to work as normal; the page lists them under Your other organisations.

A member is suspended for one of three reasons:

• an admin suspended you by hand;
• the organisation suspends members automatically after a period without visiting;
• the organisation moved to a plan with fewer seats than members. See Members over the seat limit.

Only an admin of that organisation can unsuspend you, from the Members page, so contact one of them. On a full flat plan they'll need to free a seat or upgrade first. While you're suspended you don't receive email from that organisation. See Suspending members.

An organisation address shows "page not found"#

Organisation addresses look like https://your-organisation.folioso.dev. If one shows "page not found":

• The address was changed. When an admin changes the organisation's address, the old one redirects to the new one for 30 days, then stops working. Ask an admin for the new address and update your bookmarks. See Organisation settings.
• You're not a member. Folioso shows "page not found" rather than "access denied" for organisations you don't belong to, so it doesn't reveal which organisations exist. This includes an organisation you've left or been removed from. Ask an admin to invite you.
• The organisation was deleted. A deleted organisation's address stops working straight away. See Deleting an organisation.

If you belong to several organisations, check you're using the right one. See Working in several organisations.

I've lost my two-factor device#

On the sign-in code screen, select Lost your device? Use a recovery code and enter one of the recovery codes you saved when you set up two-factor authentication. Each code works once.

Once you're signed in:

1. Go to your account settings and find Security, which shows how many unused recovery codes you have left.
2. Select Manage two-factor.
3. Either select Regenerate recovery codes for a fresh set, or Turn off two-factor and set it up again on your new device.

Save new recovery codes somewhere safe: they're shown only once.

See Two-factor authentication.

Search doesn't find something I just wrote#

• Page titles are searchable straight away.
• Page content is added to search in the background, about 30 to 40 minutes after the last edit. If you've just written something, try again a little later.

Some searches don't match even once a page is indexed:

• Dotted names and paths, such as foo.bar or app/Models/Page.php. Search for one part instead, such as Page.
• Mixing ordinary words with exact code names in one search. Try fewer words, or search for each separately.

Search only shows pages you're allowed to open. See Search.

A public link asks for a password#

The person who shared the page has protected the link with a password. The page shows "Password required". Enter the password they gave you in Link password.

• The password doesn't work. Check with the person who shared it. If they've changed the password, the old one no longer works, and anyone who unlocked the page with it has to enter the new one.
• You're told to wait. After several wrong passwords, Folioso makes you wait before you can try again.
• You can view but it asks again. The page is open to read, and the password unlocks edit access: "You can already view this page. The password you were given unlocks edit access."

If you shared the page, you can Change password or Remove password in the page's share dialog. See Public links.

My export email hasn't arrived or the link doesn't work#

Data export. When you select Export all data in your account settings, Folioso builds a ZIP of every page as Markdown plus your uploaded images and emails you a download link when it's ready.

• It can take a while to build. Check your spam folder too.
• The email goes to your account's email address. To check which one that is, see Profile and email.
• You need to be signed in to the same account to download it.
• The link lasts 24 hours, after which the archive is deleted. Request a new export if it has expired.

See Exporting your data.

PDF export. A page's PDF is emailed as "Your PDF is ready". The link only works for your account, so forwarding it won't give anyone access, and the file is kept for 7 days. See Exporting pages.