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SStandShare

Fix common issues

All Roles

This page covers the most frequently encountered issues in StandShare, organized by category. For each issue, you will find the symptoms, likely cause, and steps to resolve it.

Account and Login​

1. "Invalid credentials" error when signing in​

Symptoms: You enter your email and password, but see an "Invalid credentials" or "Login failed" message.

Cause: Incorrect password, or the account does not exist in this organization.

Resolution:

  1. Double-check that you are entering the correct email address.
  2. Make sure you are signing in to the correct organization (check the URL — it should be YOUR_ORG.standshare.app).
  3. Use the Forgot Password link to reset your password.
  4. If you signed up with Google, use the Sign in with Google button instead.

2. Not receiving the password reset email​

Symptoms: You requested a password reset but no email arrived.

Cause: Email delivery delay, spam filter, or the email address is not registered.

Resolution:

  1. Wait a few minutes — emails can take up to 5 minutes to arrive.
  2. Check your spam/junk folder.
  3. Verify you are using the same email address you registered with.
  4. Try requesting the reset again.
  5. If the problem persists, contact your organization's administrator.

See Troubleshooting Login Problems for more login-related issues.

Events​

3. Event does not appear in the calendar​

Symptoms: You created an event, but family members or workers cannot see it.

Cause: The event may still be in draft status, or the event date has not been set.

Resolution:

  1. Open the event in the admin panel and check its status. It must be set to Upcoming or Active to be visible.
  2. Confirm a date has been assigned to the event.
  3. Make sure workers or families have been added to the event through signups or assignments.

4. Unable to sign up for an event shift​

Symptoms: A worker or family member sees an event but cannot sign up for a shift.

Cause: The signup period may have closed, the shift is full, or the user does not have the right role.

Resolution:

  1. Check if the signup deadline has passed. Coordinators can extend deadlines in the event settings.
  2. Verify the shift still has open slots by checking the Max Workers count.
  3. Confirm the user has the correct role (family_lead or guest_worker) for the event.
  4. If using timed/tiered signups, check whether the user's tier is currently allowed to sign up.

Financial​

5. Family account balance seems incorrect​

Symptoms: The displayed balance does not match what the family expects.

Cause: Recent transactions may be pending settlement, or commissions have not yet been distributed.

Resolution:

  1. Go to the family's account ledger and review all transactions.
  2. Check if there are pending event settlements that have not been finalized. Unsettled events do not distribute commissions.
  3. Look for any adjustments or fees that may have been applied.
  4. Compare the ledger total with the displayed balance. If they do not match, contact support.

See Troubleshooting Payment Questions for more financial issues.

6. Settlement cannot be completed​

Symptoms: An event is marked as completed, but the settlement process fails or shows an error.

Cause: Missing financial data, unreconciled amounts, or incomplete attendance records.

Resolution:

  1. Open the event and go to the settlement screen.
  2. Verify that all attendance records are finalized.
  3. Check that the settlement template is correctly configured.
  4. Ensure all required financial fields (stand revenue, expenses, etc.) are filled in.
  5. Try running the settlement again. If the error persists, note the error message and contact your platform administrator.

Data and Import​

7. CSV import shows many errors​

Symptoms: After uploading a CSV file, the import results show a high number of errors or skipped rows.

Cause: Column headers do not match expected names, data format issues, or required fields are missing.

Resolution:

  1. Download a blank template (available from the Import page) and compare it to your file.
  2. Make sure required columns are present and spelled correctly.
  3. Check that data types are correct (e.g., numbers for capacity, valid state abbreviations).
  4. Remove any blank rows at the end of your file.
  5. Re-upload and try again.
tip

Start with a small sample (10-20 rows) when testing a new import format. Once it works cleanly, import the full dataset.

Notifications​

8. Not receiving email notifications​

Symptoms: You are not getting emails for event reminders, shift assignments, or other notifications.

Cause: Email address not verified, notifications disabled, or email delivery issues.

Resolution:

  1. Check your notification preferences in Settings to make sure email notifications are enabled.
  2. Verify your email address is confirmed (look for a "Verified" badge on your profile).
  3. Check your spam/junk folder.
  4. Ask your organization's administrator to verify that email templates are active for the notification type you expect.

9. Announcement not visible to members​

Symptoms: An administrator posted an announcement, but members report they cannot see it.

Cause: The announcement may be targeting a specific audience or has an expiration date.

Resolution:

  1. Open the announcement in the admin panel and check its visibility settings.
  2. Verify the target audience includes the members who should see it.
  3. Check the start and end dates — the announcement must be within its active date range.
  4. Ask affected members to refresh their browser or log out and back in.

Authentication States​

StandShare has several intermediate authentication states that can block access. Here is what each one means and how to get past it.

Email not verified​

Symptoms: A yellow banner at the top of the Dashboard says your email is not verified. Some pages may be restricted.

Resolution:

  1. Check your inbox for a verification email from StandShare. Click the link in the email.
  2. If no email arrived, click the Resend Verification Email link in the banner.
  3. Check spam/junk if nothing appears within a few minutes.

Pending approval​

Symptoms: After signing in, you see a "Pending Approval" screen instead of the Dashboard. You cannot access events, documents, or financials.

Resolution:

This means your org admin has not yet approved your membership. You can:

  1. Check the status of your request — the page shows your current position.
  2. Wait for the admin to approve you. You will receive a notification when they do.
  3. Log out and back in after receiving the approval notification.

Multi-factor authentication (MFA) prompt​

Symptoms: After entering your password, you are asked for a six-digit code from your authenticator app.

Resolution:

  1. Open your authenticator app (Google Authenticator, 1Password, Authy, etc.) and find your StandShare entry.
  2. Enter the six-digit code. Codes change every 30 seconds — if the code is about to expire, wait for the next one.
  3. If you have lost access to your authenticator, contact your org admin to reset your MFA.

Step-up authentication modal​

Symptoms: While using StandShare, a pop-up asks you to re-enter your password before continuing.

Resolution:

Step-up auth protects sensitive operations — approving scholarships, modifying financial settings, managing settlements, and similar high-impact actions. Re-enter your password to proceed. The grace period lasts a few minutes, so you will not be prompted again immediately.

If step-up auth fails, try signing out and back in. If the problem persists, contact your admin.

Session expired​

Symptoms: A modal appears saying your session has expired, with a Sign in button.

Resolution:

  1. Click Sign in. StandShare remembers where you were and redirects you back after login.
  2. If you were in the middle of filling out a form, your data may be lost — StandShare cannot save in-progress forms across sessions.

Settlement and Financial Locks​

"This event is settled" — cannot edit​

Symptoms: You try to edit an event, change stands, or update attendance, but everything is read-only and shows the event is settled.

Cause: Once settlement is committed, event data becomes immutable for audit integrity. Stand revenue, worker attendance, and fund distribution cannot be changed.

Resolution:

  1. If the settlement data is wrong, a Re-Settle option is available to users with the settle_event permission. This creates offsetting reversal transactions and reopens the event for correction.
  2. Re-settlement does not delete the original entries — both the original and reversal appear in the audit trail.
  3. If Re-Settle is not available to you, ask your org admin.

Settlement fails with "in progress" error​

Symptoms: You try to settle an event but get an error saying a settlement is already in progress.

Resolution:

Another settlement operation is running. Wait a minute and try again. If the error persists, the previous settlement may have failed — check the event's settlement status and retry.

Data Exports​

"Try again later" when exporting​

Symptoms: You click Export My Data but see a message saying to try again later.

Cause: Data exports have a 24-hour cooldown per user. If you already ran an export today, you need to wait.

Resolution:

Wait 24 hours from your last export and try again. If you need the data urgently, ask your org admin to run an admin-level export.

Export is "in progress" and never completes​

Symptoms: You started an export and the status shows "In Progress" but it never finishes.

Resolution:

Large organizations may take several minutes to generate a full export. If the status does not change after 10 minutes, try starting a new export — the system will let you know if the previous one is still running.

General Tips​

  • Clear your browser cache if the interface looks broken or behaves unexpectedly.
  • Try a different browser to rule out browser-specific issues.
  • Check for scheduled maintenance — the platform may be undergoing updates.
  • Look at the URL to make sure you are on the correct organization (YOUR_ORG.standshare.app).
  • Check push notification permissions if you enabled push but are not receiving alerts — your browser may have blocked the permission. See Choose which notifications you receive.

Next Steps​