Troubleshooting

Fix common problems, from sign-in trouble to hours that won't count.

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

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 It may have expired or been replaced by a newer one.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 card. When a trial lapses, the app goes read-only for new logging. Open Settings → Subscription, choose a plan, and select Start subscription. Your data is preserved. See Your trial and subscription.

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.
They're missing from your Verification or hours logs because they're still awaiting approval. Your Progress total doesn't wait for approval, but the documents you submit print only approved hours. See Getting your hours signed off.
They're attributed to a supervisor who hasn't joined Licentio. Hours logged against a supervisor by name stay pending until that supervisor joins and you link the entries to them from your dashboard.
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 Verification or hours log is missing hours

Only approved hours appear. The Experience Verification and both hours logs exclude hours still awaiting review, and hours under a by-name supervisor who hasn't joined. Get them approved first.
The creditable total is lower than the logged total. BBS weekly limits apply across everything you logged that week; the documents print the creditable figure. See Hours logs.
It asks for an active subscription. If your trial has lapsed, the cards say so and link to your subscription page. Add a card to restore access. See Your trial and subscription.

My numbers look wrong

Check your registration dates. Hours before your registration was issued count only under the 90-day rule, and hours after it expires don't count until you record a renewal. Check them on Your pathway.
Check verified vs. logged. On Progress, Logged includes hours under a by-name supervisor who hasn't joined; Verified doesn't. Get that supervisor connected and link the entries.
Check approved vs. qualifying. Your Experience Verification and hours logs print only approved hours, so a backlog in your supervisor's queue makes those documents read lower than your Progress page.

Organization problems

An invitation link says it's no longer valid. It expired (invitations last 14 days), was withdrawn, was already used, or was opened while signed in as a different account than the one it was sent to. Ask whoever invited you to Resend it, and sign in with the invited email. See Invite and manage members.
I can't invite anyone or change a role to Associate. The organization's trial has ended without a plan, or its subscription is inactive. A Director or Finance member can restore it from the organization's Billing page. See Plans, seats, and billing.
The Events page is empty and associates show "No supervisor linked here." Membership alone doesn't connect anyone's hours. Connect supervision from the organization's Supervision page. See Connect supervision.
An organization vanished from my account menu, and its pages say "Page not found." You left it or were removed. Your own hours and pathway are untouched. Rejoining takes a new invitation.
I can't find my own hours in the organization workspace. Your own pages are there under their own names: Log hours, My events, and My progress in the Practice section. Events and Progress in the Organization section are the team-wide views for Directors and Managers. See Workspaces.

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. If the page was inside an organization workspace, it can also mean you no longer belong to that organization.

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.