# Troubleshoot a problem

Check sign-in, permissions, filters, imports and invitations.

> **Access:** member.

## Before you start

Record the action, displayed message, time and affected module. Check the current organization and that your session is still active.

## Cannot sign in

1. Check the sign-in address and the email used for your invitation.
2. Use **Forgot your password?** when necessary; open the most recent link.
3. Check your spam folder and the link expiry date.
4. Complete any additional authentication configured for your account.

See [Sign-in and account](https://docs.cisapp.eu/en/getting-started/sign-in) for activation and authorization states.

## Missing feature or resource

| Symptom | Check |
|---|---|
| Missing menu | Plan availability, module activation and account role. |
| Access denied | Organization-level permission, then access to the resource or its team. |
| Empty list | Search, filters, status and current organization. |
| Disabled button | Required fields and previous steps. |
| Cannot create a vendor | Plan quota; inactive vendors may still count. |
| “Under construction” page | Unavailable in this version; see alternatives under [Availability](https://docs.cisapp.eu/en/help/availability). |

Ask an administrator to review [permissions and sharing](https://docs.cisapp.eu/en/organization/permissions). A direct URL does not grant extra access.

## Questionnaires, imports and invitations

- Questionnaire missing from a picker: check its purpose, type and viewing permissions.
- Response not saved: wait for confirmation; saving and finalizing are separate actions.
- Import rejected: use the supplied template, check columns and values and review the import report before retrying.
- Expired or revoked invitation: request a new invitation from the affected resource.
- Attachment inaccessible: check sharing and the file distribution level.

## Prepare a support request

Provide the module, time, reproduction steps, exact message and a screenshot with sensitive information hidden. Never share passwords, authentication codes or private invitation links.

The expected outcome is either a successful action after correction or a reproducible report for your administrator or CISAPP contact.