I didn't get my welcome email. What should I do?

Check your spam folder first. If it isn't there, ask an admin to check your email address and click Resend invite on your account; the new email arrives straight away. ​

My set-password link says it has expired.

Links last three days. Ask an admin to Resend invite, then use the newest email. ​

I've lost my phone and can't get a two-factor code.

Enter one of your recovery codes at the code prompt instead. Once you're in, set up two-factor again on your new phone in Settings › Security. No recovery codes? Ask an admin or contact Lluminate support. ​

Can I turn two-factor off?

No. Your organisation requires it, so the option isn't shown. ​

I've been locked out after several wrong attempts.

Sign-in is limited to five attempts a minute. Wait a minute and try again, or use Forgot password. ​

Why does my dashboard show zeros everywhere?

Your account probably has no area set. Ask an admin to add your region, district, branch or employer, then refresh the page; no need to sign out. ​

Why don't my numbers match the national figures?

That's expected. Every figure you see covers your own area only. ​

I can't find a dashboard a colleague mentioned.

It may still be a draft, archived (check the Archived tab), or shared only with other roles. Ask an admin. ​

A dashboard link says "Not found".

The dashboard is a draft, or your role isn't included under Who can see this. Ask an admin to publish it or add your role. ​

A colleague sent me a filtered link but I see different numbers.

Expected. The link carries the filters, but each person still sees only their own area. ​

My upload says Partial or Completed with errors.

Some rows had problems (unknown codes, duplicate membership numbers, blank emails); the good rows were still imported. Open the upload to see each error with its line number, fix those lines and upload again. ​

Every workplace failed with unknown area.

The area hierarchy has to be uploaded first. Upload it, check the codes match, then upload the workplaces again. ​

Lots of members failed with unknown workplace.

Usually the workplace codes lost their leading zeros in Excel. Format the code columns as text, save as CSV UTF-8 and re-upload. ​

Names with accents look garbled.

Save the file as CSV UTF-8 in Excel and upload it again. ​

Why weren't leavers removed?

Either Mark missing people as left? was switched off, or the file was much smaller than your current membership, so removal was skipped to protect you. Re-upload the full list with the option on. ​

My file was refused for being too big.

The limit is 50 MB. Split the file, or contact support. ​

How do I fix a typo in an area or workplace name?

Areas and workplaces can't be edited in place yet. Correct your file and upload it again. ​

How do I add lots of users at once?

Use Admin › Users › Import: upload a CSV or paste email addresses, pick a default role and area, and choose whether to send welcome emails. ​

Why can't I make someone a Super admin?

You can only grant roles at or below your own. Ask a super admin. ​

Why can't I change my own role?

It's blocked for safety. Ask another admin. ​

My dynamic audience count is zero.

Two conditions probably contradict each other, or is not is on the wrong one. Remove conditions one at a time and watch the live count. ​

My audience count is far too high.

Alternatives in one condition count as OR. Split them into separate conditions, which combine as AND. ​

My Movement / Communicator audience won't refresh.

Wait if a refresh is already running. If it failed after a big drop, the safety check kept the old members: check the saved search and refresh again. If the error mentions the connection, contact support. ​

Why can't I delete an audience or a metric?

It's used by a dashboard, metric or block, or it's built in (such as All members). Remove it from those first. ​

A tile shows a dash instead of a number.

Its metric's audience is empty, or the attribute has no values yet. Check the audience's count and clear any filters. ​

How do I change a live dashboard safely?

Small fixes can be made live; people see them at once. For bigger changes, Duplicate it, edit the copy, publish it, then archive the old one. ​

Why does the map show a list instead?

There's no map shape for your areas yet. Use a bar chart or leaderboard. ​

I can't add a Map or Workplace status block.

They appear on the demo dashboards but aren't in the block library in the current version. ​

Why is there no download button on a table?

Downloads are switched off for that table. Ask an admin. ​

Why does the members table stop partway?

Member and workplace levels load 50 rows at a time. Page through, or download the CSV if downloads are allowed. ​

Why does a download ask me to confirm?

Member-level files include contact details. Confirm only if you need them; every download is recorded. ​

Why does the tracker button say History, not Update?

The place isn't wholly inside your area, your role isn't an editor of that tracker, or the tracker is closed. Ask whoever covers that place, or an admin. ​

The tracker says Closed.

Its close date has passed, or its campaign was closed. Ask an admin if answers are still needed. ​

Why can't I add a question to a tracker?

It already has answers. Duplicate it and edit the copy. ​

A link says "This link isn't working any more".

It was single use and has been used, it expired, it was revoked, or the tracker closed. Ask the sender to Reissue it; the new link opens with the current answers filled in. ​

Some reps didn't get a link.

They have no workplace on their member record. Fix their workplace code in the members upload, then issue links again. ​

Other admins can't see my campaign.

It's a draft visible only to you. Click Publish to admins. ​

Does closing a campaign hide its dashboards?

No. It stops answers on its trackers and can expire their links, but dashboards stay readable. ​

Why won't the assistant tell me any numbers?

By design, it never sees figures or member details. Open the dashboard to see them. ​

I can't connect an assistant.

Only super admins can approve a connection by default, and the assistant must be switched on for your workspace. Ask a super admin or Lluminate. ​

Why does it ask me to confirm a change?

The dashboard is published, so people will see the change at once. Confirm only if you want it live now. ​