Troubleshooting common problems

Each section below starts with the message or symptom you see, then the cause and the fix. Messages are quoted as Asa shows them, so you can search this page for the exact words. If your problem is not here, email support at support@asa.team or use the contact page.

The Clock In button is greyed out

Cause. Your company uses teams and you are not in one. Hovering over the button shows “You must be assigned to a team to clock in. Contact your admin.”

You may instead see a full-screen message, “You’re not in a team yet”, that says “Your company uses teams for schedules and time tracking, so an admin needs to add you to one before you can start.”

Fix. Ask an admin to add you to a team in Company settings, under Teams. The message names your company and tells you where. Once you are in a team, reload the page. Admins: see Teams.

If you use Asa in a chat app, the equivalent message is “You must be assigned to a team before you can clock in or out. Please contact your administrator.”

“Location access is required to clock in or out”

Cause. Your company has Location Tracking turned on, so every clock-in and clock-out records your location, and your browser did not give Asa your location. The full message is “Location access is required to clock in or out. Please allow location and try again.”

Fix. Allow location when the browser asks, then select Clock In again. If you chose Block earlier, see the next section.

Location is only captured when you clock in or out. Admins turn it on or off under Company, then General. See Company settings.

Location access is blocked in your browser

Cause. You or your browser denied location for the Asa.Team site. The Dashboard shows a notice: “Location access is blocked, and your company requires it for clocking in. Allow location for this site in your browser settings, then retry.”

Fix.

1. Open your browser’s site settings for Asa.Team and set Location to Allow.
2. Return to the Dashboard and select Retry in the notice.
3. Select Clock In.

If your company requires location and you cannot allow it, ask your admin. Only an admin can change the setting.

“Failed to clock in/out. Please try again.”

Cause. The clock action did not reach Asa, or Asa could not complete it. This is usually a connection problem.

Fix. Check your connection and try again. Look at the clock card to see whether the action went through before you repeat it, so you do not clock in twice. If it keeps failing, contact support.

You clocked in while offline

Cause. You had no connection. Asa shows “You are offline. A clock amendment request will be created and submitted for review when you are back online.”

Fix. Nothing to do now. When you are back online, Asa sends the action and shows “Your offline clock action was submitted for review.” Because the time comes from your device’s clock, it goes to your admin for review before it counts. See Time corrections and Clock in and take a break.

You forgot to clock out

Cause. The day has an entry with no end. On your timesheet it reads “No clock-out recorded” (or “No break end recorded” for a break), with the note that time after that entry is not counted until the entry is added.

Fix.

1. Open Timesheets and open the day.
2. Select Request clock-out (or Request break end), set the time you finished and submit the request.
3. Wait for an admin or team lead to approve it. The entry shows “Awaiting approval” until they do.

The request buttons do not appear for today. Ask for the correction tomorrow. Asa can remind you in Slack, Teams or Telegram with “Still clocked in?” if you have workday reminders on. See Timesheets and Notifications.

A day with an open entry also blocks the pay run. See “Hours are missing from payroll” below.

You cannot submit a correction request

Cause. If you see “You must be assigned to a team before submitting amendment requests.”, your company uses teams and you are not in one. The form adds “Please contact your admin.”

Fix. Ask an admin to add you to a team, as in the first section of this page. Other reasons a request cannot be made: you cannot request a missing entry for today, and an entry that already has a request waiting shows no edit or delete icons until it is decided.

Hours are missing from payroll

Cause. The pay run counts only what is on the timesheets for the pay period, and it will not approve while problems remain. Admins see a heading such as “2 issues to fix before approval” and Approve and lock stays disabled. The common causes are:

• “Work session has no clock-out” or “Break has no end”. Someone forgot to clock out or end a break.
• Overlapping work sessions, or clock entries in an invalid order.
• “Pending amendment request”. Someone asked to change an entry and nobody has answered.
• Approved paid leave with missing dates.

Fix. Select the button on each item, such as Fix in Timesheets, Review request or Open in Calendar. Fix it, then return to Payroll, because the draft recalculates when you open it. See Pay runs.

Two other reasons hours look wrong:

• The run is locked. Changes made after you lock a run do not change it. Reopen the run and create a new draft. See Pay runs.
• Hours were worked outside the period you are viewing. Use Previous pay period and Next pay period to check the right dates.

Estimated pay is missing or shows “No rate set”

Cause. Estimated pay only counts people who have an hourly rate.

Fix. Set the rate under Payroll settings, then recalculate the draft with Recalculate draft in the More actions menu. See Set up payroll.

You cannot open Payroll

Cause. Payroll is for company admins. Other people see “Admin access required” and “Payroll preparation is available to company administrators.”

If an admin sees “Payroll preparation unavailable” and “Payroll preparation is not enabled for this company plan.”, payroll preparation is not turned on for your company. Contact support through the chat button on this page.

Fix. Ask an admin to prepare payroll, or to make you an admin. See Roles and permissions.

A leave request will not submit

Cause. The Request Leave window checks the request against your company’s rules before you submit. Each broken rule shows as a notice, and Asa does not submit the request until you fix it.

Notice	What it says	Fix
Already booked	“You already have {leave type} on {dates}”	Pick other dates, or cancel the existing request on My Leaves.
Insufficient Balance	“You only have 2 days of Annual Leave remaining, but you are requesting 3 days.”	Shorten the request or choose a leave type with more days left. An admin can adjust balances.
Insufficient Notice	“Leave requests require at least 7 days advance notice. You are applying 3 day(s) in advance.”	Choose later dates. The notice period is your company’s rule.
Exceeds Maximum Duration	“Maximum consecutive leave is 10 days. You are requesting 14 days.”	Split the request into shorter ones.
Blocked Period(s) in Range	“Annual Leave is not allowed during:” followed by the blocked dates	Pick dates outside the blocked period.
End date must be after start date	The end date is before the start date	Fix the dates.

The numbers in the examples come from your company’s settings. A notice titled No working days (“The selected dates contain no working days — only weekends or public holidays.”) means there is nothing to request. Public holidays never count against your balance.

Admins can change the notice period, the maximum consecutive days, blocked periods and balances. See Leave policies and Block leave during busy periods. To request leave, see Time off.

You cannot approve a leave request

Cause. You are trying to decide your own request. Team leads see “Team leads cannot approve or reject their own leave requests.” An admin also cannot approve their own request.

Fix. Ask another admin to decide it. See Time off.

Leave is not configured

Cause. Your company has not set up leave types and balances. The Calendar shows “Leave is not configured” and “Set up leave types and balances before requests can appear here.”

Fix. An admin opens Configure leave and sets up leave types and allowances. See Leave policies.

An invitation is expired or invalid

Cause. Invitations stop working after a time, or have already been used. The person who opens the link sees one of:

Message	Meaning
“This invite has expired. Please request a new invite from an admin.” (Invitation Expired)	The invite is past its expiry date. An invite link stops working 7 days after it is created.
“Invitation not found or already used.”	The invite was used, revoked or never existed.
“Sorry! Your invitation is no longer valid.”	The invite can no longer be accepted.
“That doesn’t look like an invite link or code. Check your invitation email and try again.”	The text pasted into Paste invite link or code is not an invite.
“Your session has expired. Please sign in again to accept this invite.”	Sign in again, then reopen the link.

Fix. An admin opens Company > Members, finds the person under Pending invites and selects Resend, or sends a new invite. Use Revoke invite to cancel one that is no longer wanted. See Members and Invite your team.

The company has reached its member limit

Cause. Your plan’s seats are full. The person accepting sees “The company has reached its member limit. Please contact an admin to upgrade the plan.” Admins sending invites see “Your plan has 2 seat(s) left, but 3 invites are ready.”

Fix. Remove members you no longer need, or upgrade. The Starter plan includes 5 members. See /pricing.

An invite email did not arrive

Cause. Email delivery can fail. Asa then shows “Email delivery failed, but secure invite links are ready to copy.” When only some went out it says, for example, “2 of 3 emails were sent. Copy fallback links for the rest.”

Fix. Select Copy invite link and share the link yourself, or use the Team chat tab to post a join button in a chat. If the address was already invited, Asa says “Every address entered is already a member or pending.” Check the spam folder, then use Resend.

Your access is paused

Cause. You are signed in but see “Your access is paused”. The reason is one of:

• “This company is over its member limit after a plan change.”
• “An admin turned off your account.”
• “Your access to this company has been restricted.”

Fix. The screen says “A company admin can restore your access.” Ask an admin. If your company is over its limit, the admin can upgrade to restore everyone, and the member list shows Upgrade to restore. If you belong to other companies, the screen lists them under Your other companies. In chat apps, Asa replies “Your account has been disabled. Please contact your administrator.”

The sign-in link does not work

Cause and fix.

Message	What to do
“This sign-in link is invalid or has already been used.”	Request a new link with Email me a sign-in link. Each link works once.
“This sign-in link has expired. Please request a new one.”	Request a new link.
“The email address does not match this sign-in link.”	Enter the same address you requested the link with.
“A network error occurred. Please check your connection and try again.”	Check your connection and retry.
“Your session has expired. Please sign in again.”	Sign in again.

If you already have an account with a different method, Asa says “Please sign in via” and the provider name. Use that method, or the email link. See Set up your company.

A chat app will not link to your account

Cause. Installing Asa in a chat app and linking your own account are two separate steps. Until you link, Asa in Slack, Teams and Telegram replies to your message with a Connect button. In WhatsApp, Asa ignores messages from a number that is not paired.

Fix. Follow the steps for your app, or open Company > Integrations and pick the app’s tab, which lists the same three How to link steps:

App	Steps
Slack	Send Asa any message or /asa connect, then select Connect my Slack and sign in. See Slack.
Microsoft Teams	Open Asa in Teams, select Connect Account, then Connect Now, and sign in. See Microsoft Teams.
Telegram	Open the Asa bot, tap Start, then tap Connect my Telegram and sign in. See Telegram.
WhatsApp	Get a pairing code in Connect WhatsApp, scan the QR code or send the code to Asa. See WhatsApp.

If linking fails you may see “Failed to link to {company}, try again!”, “Unexpected error, please try again!” or, in Teams, “Error! Your Teams account was not linked to {company} on Asa, please try again!”. Try the steps again. If a command replies “No Asa Company connected, please use the /connect command and try again.” or “You are not connected to any company.”, your account is not linked yet.

Asa shows Linked or Not linked on each tab so you can check. See Chat apps and integrations.

“This Slack workspace is already connected” or “This group is already connected”

Cause. A Slack workspace or Telegram group can belong to one company. The first company to connect it keeps it. Asa replies “This Slack workspace is already connected to” or “This group is already connected to” and names the other company.

Fix. Ask the admin of the company that owns it. To release a Slack workspace, uninstall the Asa app from it. See Slack.

A WhatsApp pairing code does not work

Cause and fix.

Message	What to do
“This code has expired. Create a new one to connect.”	Select New code and use it before the time shown under Expires at.
“Could not create a pairing code. Please try again later.”	Try again in a few minutes.
“Something went wrong with WhatsApp. Please try again later.”	Try again later.
“You do not have access to connect WhatsApp for this company.”	Check that the right company is selected. If it still fails, ask an admin.
“Couldn’t copy the code. Select it and copy it manually.”	Select the code and copy it by hand.

See WhatsApp.

You do not get reminders

Cause. Reminders are per person and per chat app, and WhatsApp sends none because Asa only replies there after you message it.

Fix. Open the account menu, select Profile, then Notifications. Under Where we reach you, turn on your chat app, and under What we send, choose the reminders you want. See Notifications and Account settings.

Asa does not answer, or says the daily limit is reached

Cause. If Asa shows “Something went wrong. Please try again.” or “An error occurred.”, the message did not go through. If it shows “You’ve reached the daily AI message limit (15/day). Upgrade to Growth+ for unlimited messages.”, your company has used its daily messages. The Starter plan shares 15 a day across the whole company, and the count resets the next day. In a chat app the message is “Daily AI Limit Reached”.

Fix. Send the message again, or wait until tomorrow, or upgrade. Exact chat commands such as in and out still work when the limit is reached. See Ask Asa.

A confirmation card says “This request was already handled or has expired”

Cause. The change Asa proposed was already confirmed or cancelled, perhaps in another tab, or 24 hours passed.

Fix. Ask Asa for the change again. If a card shows “That didn’t go through — the request is still pending. Try again.”, select Confirm again. See Ask Asa.

Project Intelligence shows no updates

Cause. There are a few possible reasons:

• No conversation is attached to the project. The project shows Connect a conversation.
• “{App} is connected, but Asa has not detected any usable conversations yet.” Asa has not seen messages in the chat.
• The project is paused or Project inactive, or the status shows Plan limit reached.
• The project page says “No recent pulse yet.” Entries appear after Asa processes messages, which happens daily and when you open the project.
• In Telegram, Asa cannot see ordinary group messages unless it is an admin of the group.

Fix. Add Asa to the channel or group, post a message there and select Refresh list when you attach it. Check the watcher status under Edit project. See Project Intelligence.