Common issues

Quick fixes for the most frequent problems you might run into.

Can't log in

What you see: You enter your email and password but can't get in.

What to try:

1. Double-check your email address and password for typos. Make sure Caps Lock is off.
2. Click Forgot Password and follow the link sent to your email. Check your spam folder if it doesn't arrive within a minute. The reset link expires after 24 hours.
3. If your account was created via Google or GitHub login, use that button instead — there may not be a separate password set.
4. Clear your browser cache and cookies, or try an incognito/private window.

If none of that works, check status.contextium.io for any ongoing issues, then contact support at support@contextium.io.

Social login not working

What you see: Clicking "Sign in with Google" or "Sign in with GitHub" opens a popup that closes without logging you in.

What to try:

1. Allow popups for contextium.io in your browser settings.
2. Try disabling your ad blocker temporarily.
3. Go to Settings → Profile, disconnect the provider, then reconnect and authorise Contextium again.

Two-factor authentication not working

What you see: The six-digit code from your authenticator app is rejected.

What to try:

1. Check that the time on your phone is correct — authenticator apps rely on your device's clock being accurate. Enable automatic time sync in your phone settings.
2. Use one of your saved recovery codes instead of the app code. Each recovery code works once.
3. If you've lost access to your authenticator app and don't have recovery codes, email support@contextium.io with your account details and they can help you regain access.

Changes aren't saving

What you see: You make edits but the "Saved" confirmation doesn't appear, or an error shows.

What to try:

1. Check your internet connection — Contextium saves automatically in the background and needs to be online.
2. Try pressing Cmd/Ctrl + S or clicking Save manually.
3. Check Settings → Usage to see if your workspace has exceeded its storage limit. If storage is full, files become read-only until you free up space or upgrade your plan.
4. Clear your browser cache or try a different browser.

Can't find a file

What you see: You search for a file and nothing comes up, or you remember a file that has disappeared.

What to try:

1. Search using a partial name or a single keyword rather than the full title.
2. Check the Trash — the file may have been deleted. You can restore it from there within 30 days.
3. Remove any active filters (context library filters, tag filters) that might be hiding results.
4. The file might be in a different workspace — check that you're in the right one.

Invitation email not received

What you see: A teammate says they invited you (or you invited someone), but the invitation email hasn't arrived.

What to try:

1. Check the spam or junk folder. Add noreply@contextium.io to your contacts to prevent this in future.
2. Ask the person who sent the invite to double-check the email address they used, then resend it from Team → Pending Invitations.
3. If the email address is correct and the problem persists, contact support@contextium.io and the team can send a manual invitation.

Payment failed

What you see: A notification says your payment couldn't be processed.

What to try:

1. Go to Settings → Billing → Update Payment Method and check that your card details are current — look for an expired date or incorrect billing address.
2. Try a different card or payment method.
3. If your card is being declined unexpectedly, contact your bank to confirm there's no block on the payment.

Contextium retries failed payments automatically after 3 days and again after 7 days. If payment still fails after those retries, your account moves to the Free plan. Email billing@contextium.io if you need help.

Grace period warning showing

What you see: A yellow banner appears at the top of the page saying your workspace has exceeded its plan limits and you have a number of days remaining.

What to try:

1. Go to Settings → Usage to see exactly which limits are exceeded — users, files, or storage.
2. Reduce usage to get back under your plan's limits:
   • Too many users — remove team members from the workspace.
   • Too many files — delete files you no longer need, or empty the trash.
   • Storage full — delete large files or empty the trash to free space.
3. Alternatively, upgrade your plan at Settings → Billing. This lifts restrictions immediately.

The banner will disappear automatically as soon as your workspace is within its plan limits.

Files are read-only

What you see: You can view your files but cannot edit, create, or delete them. The editor shows a read-only notice.

What this means: Your workspace has exceeded its plan limits and the grace period has ended. Files are locked to prevent data loss while the limits are unresolved.

What to do:

1. Go to Settings → Usage and check which limits are exceeded.
2. Reduce usage to meet your plan's limits — remove team members, delete files, or free up storage. Full edit access returns automatically once all limits are satisfied.
3. Or upgrade your plan at Settings → Billing. Your files will become editable immediately.

A team member can't log in

What you see: A teammate reports they can't access the workspace.

What to try:

1. Check Settings → Usage to see if your workspace has exceeded its user limit. If the grace period has ended, excess team members may have been suspended automatically (oldest members first; the Workspace Owner is never suspended).
2. If the workspace is over its user limit, either remove other members to get back under the limit, or upgrade your plan. Suspended members regain access automatically once the limit is resolved.
3. If this isn't a limit issue, go to the Team page and verify the member is still listed. If they've been accidentally removed, resend the invitation.

Slow loading

What you see: Pages take a long time to load or feel sluggish.

What to try:

1. Check your internet connection. Test with another site to rule out a local issue.
2. Clear your browser cache and cookies, close unused tabs, and try again.
3. Disable browser extensions that might be interfering (try incognito mode to rule this out).
4. Check status.contextium.io — there may be a temporary slowdown affecting all users.

If loading remains slow after trying the above, contact support@contextium.io with details of what's slow and when it started.

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If your issue isn't covered here, search the knowledge base or email support@contextium.io — include a description of what you're seeing and any screenshots that might help.