Troubleshooting

Most issues in Licentio trace back to a handful of causes. Find your symptom below. For anything not here, email support@licent.io.

I can't sign in

• The code didn't arrive. Check your spam folder, then select Resend. Requesting a new code retires the old one, so always use the most recent email.
• The code doesn't work. It may have expired or been replaced by a newer one. Request a fresh code and use the latest email.
• "Too many attempts." You've hit a rate limit. Wait the number of seconds shown, then try again.
• You're using a different method than you signed up with. Google, Apple, and email sign-in only reach the same account when they share an email address. Use the method tied to your account's email.

See Create your account.

I can't log hours

• You haven't added a BBS registration. If you chose "I haven't applied yet" during setup, your profile is read-only until you add a registration. Add one from Your pathway.
• Your trial ended without a payment method. When a trial lapses, the app goes read-only for new logging. Add a payment method from Your trial and subscription to unlock logging. Your data is preserved.

My hours aren't counting

This is the most common question, and it almost always comes down to a rule on your Validation page:

• No supervision that week. A week with client hours but no logged supervision unit doesn't count. Log your supervision the same week as your clinical hours.
• A heavy clinical week needed two supervision units. More than 10 direct clinical hours in a week, per setting, requires two supervision units, not one.
• The hours are still awaiting approval. Logged isn't the same as verified. Your supervisor has to approve them. See Getting your hours signed off.
• They're attributed to a supervisor who hasn't verified them. Hours logged against a supervisor "by name" stay pending until that supervisor is connected and verifies them.
• They're outside your accrual window or before your supervision start date. Hours older than the BBS six-year window, or logged before a supervisor's supervision start date, may not count.

My supervisor can't approve my hours

• They haven't accepted your invitation yet. Check Supervisors — a pending invitation isn't a connection. Follow up if it's unanswered.
• Their supervisor credential has expired. An expired credential blocks approving until they renew. If you're the supervisor, see Your credential.

My board-ready log is missing hours or watermarked

• Only approved hours appear. The board log excludes pending hours. Get them verified first.
• It's watermarked. During your trial, the board log is a watermarked draft. Start your subscription to unlock the official PDF. See Board-ready log.

My numbers look wrong

• Check your degree completion date. It sets your entire rule set. A wrong date shifts every requirement. Verify it on Your pathway.
• Check verified vs. logged. Your dashboard total may reflect logged hours while your progress reflects verified ones. The gap is hours awaiting approval.

I hit a "Page not found"

That's the app's standard message for a page that doesn't exist or has moved. Select Back to dashboard and navigate from there. If a link inside Licentio led you there, let support know.

FAQ

I fixed something but the numbers didn't update. Some pages, like Validation, re-check when you reload them. Refresh the page after saving a change.

Who do I contact for help? Email support@licent.io, or use in-app support from the menu. You'll get a reply at the email on your account.