> ## Documentation Index
> Fetch the complete documentation index at: https://docs.soundchecklive.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for common issues across Soundcheck — sign-in, notifications, gigs, invitations, payouts, and the mobile app.

Fixes for the issues we hear about most, organized by where they show up. If you can't find your answer here, [contact support](mailto:support@soundcheck.live).

## Account & sign-in

<AccordionGroup>
  <Accordion title="I forgot my password">
    Click **Forgot Password** on the sign-in page, enter your email, and follow the reset link sent to your inbox. Check spam if you don't see it.
  </Accordion>

  <Accordion title="I can't sign in">
    1. Verify you're using the correct email address — and the same sign-in method you signed up with (email, Google, or Apple)
    2. Try resetting your password
    3. Clear your browser cache and cookies
    4. Try a different browser or incognito mode
  </Accordion>

  <Accordion title="My account is locked">
    After multiple failed sign-in attempts, accounts are temporarily locked for security. Wait 15 minutes and try again, or reset your password.
  </Accordion>

  <Accordion title="I'm signed in but I'm in the wrong organization">
    Your view is always scoped to the active organization. Click the organization name in the navigation and switch — gigs, members, and settings all change with it.
  </Accordion>
</AccordionGroup>

## Notifications

<AccordionGroup>
  <Accordion title="I'm not receiving email notifications">
    1. Check your notification preferences in your profile — each engagement kind (invitation, crew offer, availability check) has its own email toggle
    2. Verify your email address is correct
    3. Check spam/junk folder
    4. Add [noreply@soundcheck.live](mailto:noreply@soundcheck.live) to your contacts
  </Accordion>

  <Accordion title="I'm not receiving push notifications">
    1. Check your device notification settings
    2. Ensure the Soundcheck app has notification permissions
    3. Verify push is enabled in your Soundcheck notification preferences
    4. Try logging out and back in

    See [push notifications](/features/mobile/push-notifications) for the full setup guide.
  </Accordion>

  <Accordion title="I'm getting too many notifications">
    Open your profile → **Notification preferences**. Each kind of engagement can be toggled per channel (email, SMS, push), so you can mute the categories you don't need without going silent entirely. See [notifications](/features/user-guide/notifications).
  </Accordion>
</AccordionGroup>

## Gigs

<AccordionGroup>
  <Accordion title="I can't create a gig">
    Check your role. Owners, admins, and gig coordinators can create gigs; members can only view and respond to gigs they're assigned to. See [roles & permissions](/organization/roles-permissions).
  </Accordion>

  <Accordion title="I can't mark a gig Settled">
    Two gates can block settlement: unpaid crew payouts (*"Settle all payouts in Finances first"*) and, if your organization enforces close-out gates, incomplete checklist steps (*"Complete N close-out steps first"*). Clear the payouts from the gig's **Finances** tab and the steps from the **Closeout** tab — or an owner/admin can use **Override & settle** with a logged reason. See [post-event closeout](/features/gigs/closeout).
  </Accordion>

  <Accordion title="I can't cancel a gig">
    Only **Draft** and **Active** gigs can be cancelled. Once a gig is Completed or Settled the show has already happened, so cancelling isn't offered — the record stands. Also note cancelling can't be undone; Soundcheck asks you to confirm and shows what the cancellation affects first.
  </Accordion>

  <Accordion title="Changes aren't saving">
    1. Check your internet connection
    2. Refresh the page
    3. Make sure you clicked Save
    4. Try logging out and back in
    5. Clear browser cache if the issue persists
  </Accordion>

  <Accordion title="I can't see a gig I was invited to">
    1. Check your [Mailbox](/features/engagements/overview) and accept the invitation
    2. Make sure you're in the correct organization
    3. Check whether the gig was cancelled
    4. Contact the organization admin
  </Accordion>
</AccordionGroup>

## Invitations & engagements

<AccordionGroup>
  <Accordion title="My organization invite was blocked">
    You've hit your plan's **seat limit** — the message tells you the cap and your current member count. Remove members you no longer work with, upgrade your plan, or contact us about a custom limit. Pending invites in the same batch count toward the check. See the [billing FAQ](/faq/billing#seat-limits).
  </Accordion>

  <Accordion title="Someone can't accept my invitation">
    1. Verify the email address is correct
    2. Ask them to check their spam folder
    3. Revoke and resend the invitation
    4. If it's an organization invite, confirm you're not at your seat limit
  </Accordion>

  <Accordion title="I can't respond to an invitation">
    1. Make sure you're logged in with the email the invitation was sent to
    2. If the event has already passed, the buttons are replaced with "Event has passed" — past engagements can't be answered
    3. Try opening the notification link again; it deep-links to the exact row in your inbox
    4. Contact the person who sent the invitation
  </Accordion>
</AccordionGroup>

## Features & access

<AccordionGroup>
  <Accordion title="I can't access certain features">
    Three things gate features, in order of likelihood:

    1. **Plan** — CRM features like customers, venues, and leads require the Team plan; call lists require Pro.
    2. **Role** — finances, payouts, and member administration require owner/admin access.
    3. **Rollout** — some features (tours, run of show, closeout, the client portal, bank accounts) roll out per organization. If teammates in another org have something you don't, [contact support](mailto:support@soundcheck.live).
  </Accordion>

  <Accordion title="A feature isn't working as expected">
    1. Refresh the page
    2. Try a different browser
    3. Clear cache and cookies
    4. Check our status page for known issues
    5. Contact support with details about the issue
  </Accordion>

  <Accordion title="The app is running slowly">
    1. Check your internet connection
    2. Close other browser tabs
    3. Clear browser cache
    4. Try a different browser
    5. Disable browser extensions temporarily
  </Accordion>
</AccordionGroup>

## Payments & payouts

<AccordionGroup>
  <Accordion title="A member isn't eligible for a payout">
    Confirm that the member accepted their invitation, has an unpaid payout record, and completed payout onboarding from their profile. The payout review lists ineligible rows with the reason so you can fix setup before the next run. See [gig payments](/features/gigs/payments).
  </Accordion>

  <Accordion title="My bank account isn't verified yet">
    Bank accounts show a status badge — **Verified**, **Pending**, or **Unverified** — on your profile and in organization payment settings. Only verified accounts can fund or receive ACH payouts. If an account sits in Pending, finish the verification steps from where you added it, or contact support.
  </Accordion>

  <Accordion title="A payout is stuck in Processing">
    Processing is normal while the payment provider confirms settlement — ACH transfers in particular take longer than card payments. The gig's payment history updates automatically when the payout settles or fails. If a payout fails, review the error on the payment row and retry once the issue is fixed.
  </Accordion>
</AccordionGroup>

## Mobile app

<AccordionGroup>
  <Accordion title="The app crashes on startup">
    1. Force close and reopen the app
    2. Restart your device
    3. Check for app updates in the App Store or Play Store
    4. Uninstall and reinstall the app
  </Accordion>

  <Accordion title="Data isn't syncing between devices">
    1. Check your internet connection on both devices
    2. Pull down to refresh on mobile
    3. Log out and back in
    4. Check that you're in the same organization on both

    See [offline and sync](/features/mobile/offline-and-sync) for what's expected to work without a connection.
  </Accordion>

  <Accordion title="I see fewer tabs on mobile than my bandmates do">
    That's expected. Your Mailbox and profile are always available on mobile; other mobile surfaces are enabled per organization. If a tab you need is missing, ask your organization admin or [contact support](mailto:support@soundcheck.live).
  </Accordion>

  <Accordion title="I can't download the mobile app">
    Soundcheck is available on iOS (App Store) and Android (Google Play). Ensure your device meets minimum requirements and you have sufficient storage. See [installation](/features/mobile/installation).
  </Accordion>
</AccordionGroup>

## Getting more help

<AccordionGroup>
  <Accordion title="How do I contact support?">
    Email us at [support@soundcheck.live](mailto:support@soundcheck.live). Team plan subscribers receive priority support with faster response times.
  </Accordion>

  <Accordion title="How do I report a bug?">
    Email support with:

    * A description of what happened
    * What you expected to happen
    * Steps to reproduce the issue
    * Screenshots if possible
    * Your device and browser information
  </Accordion>

  <Accordion title="Is there a status page?">
    Yes, check status.soundchecklive.io for real-time system status and incident updates.
  </Accordion>
</AccordionGroup>