Troubleshooting common problems

Find your problem below and try the steps in order. If nothing helps, open a support ticket and mention what you already tried.

I cannot sign in#

• "These credentials do not match our records." The email or password is wrong. Check for typos and Caps Lock, then use Forgot password? to set a new password. The reset link is valid for 60 minutes. For privacy, the page always says a link is on its way, even if the email is not registered, so make sure you use the address your account was created with.
• "Too many login attempts." After five wrong tries Bilify makes you wait a short while. Wait a minute and try again, or reset the password.
• Passkey sign-in fails. Try again, or sign in with your password. If the browser does not support passkeys, use a current version of Chrome, Edge, Safari or Firefox.
• "That sign-in method is not available right now." Signing in with Google or Apple is switched off at the moment. Use your email and password; if you never set one, use Forgot password? first.
• An Access denied page right after signing in. You may have been removed from every company you were in. Ask the company's Owner to invite you again.
• "Page expired" after leaving a tab open for a long time. Refresh the page and sign in again if asked.

The verification email does not arrive#

1. Check your spam or junk folder.
2. On the Check your inbox screen, click Resend verification email. You can request a few links per minute; each link is valid for 60 minutes.
3. If the address is wrong, open the account page directly at /app/account, correct the email and save. A new link goes to the new address.

Every page shows "Choose a plan"#

The company has no active subscription: it is new, the trial has ended without a plan, or the subscription was cancelled. The Owner picks a plan in the panel; other members see a message asking them to contact the owner. Nothing is deleted meanwhile. See Change or cancel your plan.

"You have reached your plan's ... limit"#

Your package does not allow more of that item (members, documents this month, clients, employees and so on). Free a place, wait for the next month for monthly limits, or upgrade. See Usage limits.

A menu item, page or button is missing#

Check these in order:

1. Role. Ask an Owner or Admin which role you have in Members. Accountants and Employees do not see settings, members or integrations, and Employees cannot issue documents. See Roles and permissions.
2. Package. Some features exist only on bigger packages. A page for such a feature may be hidden, refuse to open or show a notice that it is not on your plan. See Your package.
3. Company. If you belong to several companies, check the company card under the logo. Your role can be different in each company.
4. An Access denied page ("You do not have permission to view this page.") means your role or package does not allow that page. Go back and use the menu.

I cannot issue a document#

• No numbering yet. A document type needs a numbering series before it can be issued. Set it up in Documents > Configure; see Numbering series and Document type settings.
• Your role. The Employee role can create and edit drafts but not issue them. Ask someone with the Owner, Admin or Accountant role.
• Monthly limit. When the documents-per-month limit is reached, issuing stops until next month or an upgrade.

Problems with PDFs#

Bilify creates PDFs through your browser's print function.

1. On the document, click Print / PDF. A print-ready view opens.
2. Click Download PDF and, in the print dialog, choose Save as PDF (the exact name depends on your browser) as the destination.
3. If colors or the logo are missing, turn on the print option for background graphics in the dialog.
4. If the layout looks cut off, set the paper size to A4 and the margins to the default.

More in Print and PDF.

Emails do not arrive#

Check the email log first: go to Settings > Email log (Owners and Admins, Accountants can view). Every email sent on your company's behalf is listed with its recipient and Status.

If the email is not in the log at all, it was never sent: check that the action really sends email (for example, issuing a document only emails the client if you chose that in the issue confirmation) and your notification settings. More in Email log.

A client cannot open the portal or their link#

• The portal is switched off. Check Settings > Portal; see Set up the portal.
• The client has no portal access. Open the client and turn on Portal access; see Client portal access.
• The login link expired. Portal login links are valid for 15 minutes and work once. The client requests a new one on the portal login page with the email address saved on their client record.
• You changed the portal address. After switching between the Bilify path, a subdomain and your own domain, links sent before the change stop working. Send the document again or share the new address.
• Your own domain is not ready. Until it shows as active, use the Bilify address. See Custom domain.

e-Faktura errors#

If an invoice shows Submission failed or the buyer rejected it, open the invoice to see the reason. The e-Faktura needs attention card on the Overview page lists these cases. Remember that the built-in simulator is used until the production connection to UJP is available. Step-by-step fixes are in e-Faktura troubleshooting.

Still stuck?#

Open a support ticket with the steps you took, the exact message and a screenshot.