Troubleshooting

Find your problem in the list below. If the solution does not work, select Help at the bottom of the sidebar and write to your Growth lead.

Sign-inCopy Anchor Link

I did not receive the invitation emailCopy Anchor Link

Look in your spam folder. If the email is not there, ask your Growth lead to send the invitation again.

The invitation link does not workCopy Anchor Link

If the link expired, select Send me a new link. If you used the link before, sign in with the password that you made. Refer to If the link does not work.

I forgot my passwordCopy Anchor Link

On the sign-in page, select Forgot? and then Email me a reset link. You can also select Email me a one-time sign-in code to sign in without a password.

The page tells me to wait before I try againCopy Anchor Link

You tried to sign in too many times with an incorrect password. Wait some minutes. Then try again, or reset your password.

I can sign in, but I cannot see my projectCopy Anchor Link

Your account is not on a project, or Growth removed your access. Ask your Growth lead for an invitation. Refer to If you cannot open your project.

Approvals and tasksCopy Anchor Link

I do not see the Approve buttonCopy Anchor Link

Only the reviewer of a deliverable can approve it. The Reviewer column on Deliverables shows the reviewer. Other persons on your team can read the deliverable and write comments.

I approved a deliverable by mistakeCopy Anchor Link

Select Undo in the 10 seconds after you confirm. After that time, ask Growth to open the approval again.

I cannot change a taskCopy Anchor Link

You can change only the status of a task. Growth sets all the other fields. To ask for a change, write a comment on the task.

WorksheetsCopy Anchor Link

I cannot type in a fieldCopy Anchor Link

A field with a lock is read-only. If the full worksheet is read-only, Trail Map shows "You can't edit this sheet." Ask Growth if you must change it.

My paste did not workCopy Anchor Link

If a pasted value is not correct for a field, Trail Map pastes nothing. The message tells you which cell to correct. Correct the value and paste again.

I cannot start a new worksheetCopy Anchor Link

You can have a maximum of 50 open worksheets. Archive a worksheet that you do not use. Then start the new worksheet.

Files and meetingsCopy Anchor Link

My file does not uploadCopy Anchor Link

The maximum size for an asset is 10 MB. A comment can have a maximum of 5 files, 10 MB each. Make the file smaller, or share a link to it.

A file or a video does not show in PreviewCopy Anchor Link

Some websites do not permit Trail Map to show their pages. For these files, select Open to see the file in a new tab.

A recording does not play in the pageCopy Anchor Link

Recordings from YouTube, Vimeo, Loom and Fathom play in the page. For other recordings, select the link, for example Watch on fathom.video.

EmailsCopy Anchor Link

I receive too many emailsCopy Anchor Link

Open Settings › Notifications and set the switches in Email me. Refer to Notifications.

I do not receive emails from Trail MapCopy Anchor Link

Look in your spam folder. Then make sure that the switches in Settings › Notifications are on.