Troubleshooting common problems

Start with the quick wins

Unionsuite runs in your web browser, so the basics matter. Use a current version of Chrome, Edge, Firefox, or Safari, with cookies and JavaScript turned on. Sign-in is cookie-based, so a browser that blocks cookies sends you back to the login page no matter how many codes you type. Old or unsupported browsers (especially Internet Explorer or anything several years out of date) may render pages incorrectly. If a page misbehaves in one browser, try another current browser. That single test tells you whether the trouble is a browser setting or the app.

Two easy fixes clear most display glitches and broken sessions. A hard reload (Ctrl+Shift+R, or Cmd+Shift+R on a Mac) refetches the page fresh without touching your cookies. If that does not help, clear the site's cookies and cached files. Prefer your browser's per-site option so you do not log yourself out of unrelated sites. Just remember that clearing cookies signs you out of Unionsuite everywhere, so you will need a fresh login code afterward.

1. 1Try a hard reload first (Ctrl+Shift+R, or Cmd+Shift+R on a Mac), which refetches the page without signing you out.
2. 2In Chrome or Edge, open Settings, Privacy, Delete browsing data, then choose Cookies and Cached images and files, pick a time range, and delete.
3. 3In Firefox, open Settings, Privacy and Security, Cookies and Site Data, Manage Data, search for the app's address, and remove it.
4. 4In Safari, open Settings, Privacy, Manage Website Data, search for the app's address, and remove it.
5. 5Close and reopen the browser, return to the login page, and sign in again.

When your login code never arrives

To sign in, Unionsuite emails you a 6-digit code. There is no password. Most missing codes come down to a mistyped address, a spam filter, or asking too many times too fast. The app trims spaces and lowercases the address you type, but a typo still sends the code nowhere. Codes work only once, and the newest email wins, so if you clicked Resend code, older codes stop working. The code field submits itself the moment you type the sixth digit, so you do not need to press Verify code. Use Change email to start over with a different address.

The rate limits protect the access list, and they are short waits, not lockouts. More than 5 code requests in a minute, or 20 in an hour, from your network triggers a too-many-requests message. More than 5 requests in 10 minutes for one email address triggers a similar message for that address. "Access denied." or "Not allowed" mean something different: your email is not on the access list at all, and an administrator must add it in Role Management. "Enter a valid email." means the address is not in a recognizable format, and "Code is incorrect." means the digits do not match the latest code. Make sure you are using your authorized work email, since your deployment may also restrict sign-in to specific email domains.

1. 1Double-check the address you typed; the app trims spaces and lowercases it, but a typo still sends the code nowhere.
2. 2Check your spam or junk folder and any quarantine digest your mail provider uses.
3. 3Wait a minute, then click Resend code; "Code resent." confirms a new email went out.
4. 4Enter the newest code you received, since older codes stop working once a new one is sent.
5. 5If you hit a too-many-requests message, wait the stated minute (or ten minutes for one email) and try again.
6. 6Still nothing? Confirm with an administrator that your exact authorized work email is on the access list.

Staying signed in, links, and forms

On the login page there is a checkbox, "Trust this device, stay signed in for 60 days," checked by default. Leave it checked and your session survives closing the browser for about 60 days; uncheck it and the session lasts only as long as the browser is open, so quitting means a fresh code next time. There is no idle-timeout that logs you out mid-session. When a session does lapse, opening any page sends you to the login screen, and a page that was already open may start failing quietly with unauthorized errors until you reload. After you sign in again you always land on the Dashboard, not the page you were on, so navigate back from there.

Personal Files share links are signed and do not expire on a timer, but a link breaks when the file or folder was moved, renamed, or deleted, when a shared folder is now empty, or when an administrator rotated the signing secret. Re-share from Personal Files to issue a working link. These links open without signing in, so being asked to log in usually means the full link, including its long token, was not copied. Restricted public form links are different: the form page is public, but submitting requires verifying your email with a fresh 6-digit code each time.

When a public form will not submit, the message names the rule that fired. "Too many submissions. Please try again later." means you hit the per-network limit of 10 per minute or 40 per hour, so just wait. "Submissions are closed for this form" means the owner closed it. A sign-in or access-denied message means the form is restricted and your verified email is not eligible. "Form not found" means the link is wrong or the form was deleted, and a field error means a required or mis-formatted field needs fixing. Owners manage forms and their open or closed state in Forms.

1. 1To stay signed in across browser restarts, leave "Trust this device, stay signed in for 60 days" checked on the login page.
2. 2If a page suddenly fails with unauthorized errors, reload it; you will be sent to login, then land back on the Dashboard.
3. 3If a share link is broken, re-share the file or folder from Personal Files rather than reusing the old link.
4. 4If a form rejects you, read the on-screen message, fix the named field or wait out the limit, and request a fresh email code if asked.

Missing buttons and the No access page

Almost every action in Unionsuite is gated by a capability. Export Data needs the exportData capability, Mass email needs massEmail, and the master-list import needs importMasterList. Forms management, the Comms Calendar editor, and assigning seniority numbers each have their own capability too. Individual sections of a member profile, such as Salary, Union, Home Address, Sensitive Dates, Notes, and Changelog, each have their own view capability, which is why two colleagues can see different amounts of the same profile. If a button a colleague has is missing for you, compare your capabilities in Role Management before you suspect a bug.

The No access page reads "Your account exists, but it is not allowed to use this app yet." It means you signed in fine but have no staff role, so you are treated as a plain member. An administrator fixes this by adding or correcting your email in Role Management with the right role, region, or branch. One thing worth remembering: a permission change, whether a role default or a per-user exception, can take up to about 30 seconds to apply because the server briefly caches access details. Wait half a minute and reload the page before deciding a change did not work.

1. 1Use Try a different account on the No access page if you have more than one work address, since the check matches your exact sign-in email.
2. 2Ask an administrator to add or correct your email in Role Management with the right role, region, or branch.
3. 3For a missing button, open Role Management and compare your capabilities with a colleague who has it.
4. 4After any permission change, wait about 30 seconds and reload the page before assuming it failed.

Imports, exports, and broken accents

During the payroll master-list import on the Members page, Apply Import stays disabled until you resolve every conflict (Accept, Reject, or Exclude) and verify the arrivals and departures. That is deliberate, so nothing is applied half-reviewed. If you are prompted to Refresh preview or Force apply, someone edited member data while you were reviewing, and refreshing to re-run the comparison is the safer choice. Uploads are rate-limited to 5 per hour per user, and every apply archives a snapshot first, so an administrator can recover the pre-import state. Members in the departures file who are absent from the new list are removed, while members marked terminated within the list stay with their reason recorded.

When you upload a CSV, Unionsuite auto-detects the encoding. It tries strict UTF-8 first and falls back to Windows-1252, the format Excel on Windows typically uses, so accented names normally import correctly from either source. If you still see � or garbled characters, re-save the file as CSV UTF-8 and avoid editing it in several tools before upload, since repeated re-saves can double-encode characters beyond repair. An export that looks empty is nearly always about scope or filters: exports follow the dialog's column, branch, region, and job filters, exclude members in an inactive status, and only ever include what your account can see. The exportData capability also controls the export button itself.

1. 1Resolve every conflict with Accept, Reject, or Exclude and verify arrivals and departures so Apply Import enables.
2. 2If prompted, choose Refresh preview to re-run the comparison against current data, or Force apply only if your review still stands.
3. 3If accents look broken, open the CSV in your spreadsheet app and re-save it as CSV UTF-8, then re-upload.
4. 4If an export looks empty, check the Export dialog filters and confirm the people you expect are within your account's visibility and not in an inactive status.

Email that never lands

Different emails follow different rules. Login codes come from the authentication provider, separately from all other app mail, so if only codes are missing, check spam and your rate-limit status. Grievance and anniversary emails take their From, CC, and exclusion settings from the Email Routing tab in Role Management first, then from deployment settings, and changes in Email Routing apply immediately. The anniversary digest sends once per day inside a configured local-time window and refuses duplicate sends for the same date, so a digest that did not send may simply be outside its window or already sent.

Mass email skips anyone who unsubscribed when the send type is Optional; reserve Required for mandatory notices. Sends are rate-limited to 3 per user per hour and 10 per organization per hour, and recipients need valid name and email columns, since duplicates and invalid rows are dropped. If a specific recipient never gets anything, have them check their spam filters and confirm the address on their member record is correct in Members.

Error screens, slow pages, and losing data

When a page hits an unexpected error, Unionsuite shows a "Something went wrong" screen with Try again, Go to dashboard, and Sign in again, and sometimes a Reference code. That code is valuable when you ask for help, because it lets the team find the exact server-side error instead of guessing. Most edits apply instantly and sync in the background, so if a value reverts and an error toast appears, the save failed; fix the issue and try again. Long lists are capped on screen (for example Seniority shows the first 250 results), so use the search box to narrow rather than scrolling.

On data safety, Unionsuite is built to make destructive actions recoverable or at least visible. Every master-list import archives a snapshot before applying, every profile edit is logged in the changelog with field, time, who, and before-and-after values, and anyone with the exportData capability can export the current state as a backup before a big clean-up. The exceptions are deletions in Personal Files, form submissions, and calendar entries, which are permanent once confirmed, so read those dialogs. Still stuck? Ask the built-in help assistant a clear "how do I" question, since it knows the manual and your exact permissions, and contact an administrator for anything to do with your account or your data.

1. 1Click Try again, since a brief network hiccup usually clears on a second attempt.
2. 2If the error returns, go to the Dashboard and navigate back to the page.
3. 3If actions fail with an unauthorized error, your session lapsed, so sign in again.
4. 4Note the Reference code on the error screen and send it to your administrator.
5. 5If you think data was lost, report what changed and when, since the import archives and changelogs are time-stamped.