Troubleshooting & FAQ

This guide covers common issues, error messages, and solutions for the EVENTRA platform.

Login Issues

"I can't log in"

Possible causes and solutions:

1. Wrong password

   • Double-check your password for typos. Passwords are case-sensitive.
   • If you have forgotten your password, use the password reset option on the login page.

2. Account not found

   • Ensure you are using the correct email address.
   • Make sure you are on the correct organization's login page (the subdomain in the URL should match your organization).

3. One-time code (OTP) expired

   • One-time login codes have a limited validity window. If yours has expired, request a new code.
   • Check your email spam/junk folder if you don't see the code.

4. Social Login not available

   • If you see the message Social Login ist fur diesen Mandanten nicht aktiviert, your organization has not enabled Apple/Google login.
   • Contact your HR administrator or use the standard email/password login.

5. Logout failed

   • If you see Abmelden fehlgeschlagen, try clearing your browser cache and cookies, then close and reopen your browser.

Feature Access Issues

"I can't see a feature"

Possible causes and solutions:

1. Missing permissions

   • Not all HR users have access to all features. Your administrator may not have granted you the required permission.
   • Permission levels: Akkreditierung (default for all HR), Planung & Buchhaltung, Systemeinstellungen, Zahlungsberechtigung.
   • Contact your organization's owner or an HR user with settings permission.

2. Feature not included in subscription

   • Some features are only available on higher subscription tiers (Professional, Enterprise).
   • Check your current plan under Einstellungen > Abonnement.
   • Available add-ons include: Akkreditierung & ZVÜ, Dienstleister-Management, Dokumenten-Management, Lohnbuchhaltungs-Integration, Social Login, Smart Wallets, KI-Mitarbeiter-Zuordnung.

3. Feature not enabled

   • Even on a paid plan, some features must be explicitly enabled.
   • Example: The Credentials settings page requires the accreditation feature to be active. Without it, you will be redirected away.

Application & Data Issues

"My application won't submit"

"I see validation errors in my form"

"My ZVÜ submission failed"

Settings Issues

"I can't change the timezone"

• The timezone setting is currently read-only.
• If you attempt to change it, you will see: Zeitzone kann aktuell nicht geändert werden.
• Solution: Contact EVENTRA support to request a timezone change.

"I can't delete an HR user"

"I don't have enough HR licenses"

Document Issues

"My file won't upload"

1. File too large

   • Error: "[filename]" ist zu groß. Maximale Dateigröße: 10 MB.
   • Solution: Reduce the file size to under 10 MB.

2. Unsupported format

   • Error: "[filename]" hat ein nicht unterstütztes Format.
   • Solution: Convert the file to a supported format.

3. Image upload fails (logo/hero)

   • Error: Die Datei ist kein gültiges Bild oder uberschreitet die maximale Große von 2 MB.
   • Solution: Ensure the image is in PNG, JPG, JPEG, WebP, or SVG format and under 2 MB.

"I can't delete a document"

• Documents that have been uploaded can be deleted through the right-click context menu.
• If the Löschen option appears disabled, you may not have the required permissions.
• Deletion confirmation: Möchten Sie "[name]" wirklich löschen?

Email Issues

"An email was not delivered"

Check the email delivery status in the E-Mails section:

• Bounced: The recipient's email address is invalid or their mailbox is full. Verify the email address.
• Complained: The email was marked as spam by the recipient. Ask the recipient to check their spam folder and whitelist EVENTRA emails.
• Rejected: The receiving email server rejected the message. This may be a temporary server issue.
• Failed: A technical error occurred. Contact support if this persists.
• DeliveryDelayed / Delayed: The email is being retried. Wait and check the status again later.

Accreditation Issues

"I can't access the accreditation area"

"I already submitted my ZVÜ data"

• If you have already submitted your data, you will see: Du hast deine Daten bereits eingegeben.
• If you need to correct your data, contact support at check@eventra.app.

"Employee not found during accreditation"

Browser & Device Recommendations

Contacting Support

If you cannot resolve an issue using this guide:

1. Check your organization's Support E-Mail (configured in Einstellungen > Unternehmensdaten). This is the primary contact for organization-specific questions.
2. For accreditation/ZVÜ-related issues, contact: check@eventra.app.
3. For platform-wide technical issues, visit: https://eventra.app for support contact information.

When contacting support, include:

• A description of the issue.
• The error message you see (if any).
• Your organization name and the URL you are on.
• The browser and device you are using.