Troubleshooting
Find the symptom, follow the steps. If none of it helps, jump to Who to contact.
You cannot sign in
The sign-in page shows Sign-in failed. Check the details and try again. or The request could not be completed. Check the details and try again. Both messages are deliberately vague — they do not tell you which part was wrong, so that nobody can use the page to work out whether an account exists.
Work through these in order. Steps 1, 2 and 4 concern the second factor and apply only where your workspace has one enabled; on a password-only workspace — the default — check your password and step 3.
- Check the one-time code has not gone stale. Codes change every 30 seconds and are accepted for about 30 seconds either side of their own step. If yours had been sitting on screen for a while, wait for a fresh one and try again.
- Check your device clock. Authenticator codes are generated from the time. If your phone's clock has drifted, every code it produces will be rejected. Turn on automatic date and time on the phone, then try again.
- Check you are on the right address. Use the workspace URL you were given. A bookmark to an old address will fail in exactly this way.
- Try a recovery code. Press Use a recovery code and enter one of your ten. If that works, your password is fine and the problem is the authenticator — get re-enrolled on a new device.
Sign-in is temporarily blocked
After five failed attempts within fifteen minutes, sign-in is locked. The first lock lasts fifteen minutes. Each further lock doubles the wait, up to a maximum of 24 hours — but the counter only advances after a lock has expired and five new failures accumulate.
Nothing is wrong with your account and there is nothing to reset. Attempts made while the lock is running are ignored: they do not extend it and they do not make the next one longer, but they will not let you in either. Wait it out, then come back with the right password and a fresh code — and get the password right, because another five failures is what doubles the next lock.
If you did not cause the failed attempts, contact support — somebody else is trying your workspace.
Your one-time code keeps being rejected
One-time codes exist only where your workspace has a second factor enabled. Where it does, this is almost always a clock problem, an expired code, or the wrong entry in the authenticator app.
- Make sure you are reading the right entry. In your authenticator it is filed under the issuer LEM with the account name Agent account — not another service, and not another LEM entry left over from an earlier enrolment.
- Enable automatic time on the phone. Codes are accepted for their own 30-second step plus 30 seconds either side, so roughly a 90-second window in total; a clock more than about 30 seconds out of true will have every code rejected.
- Type the six digits with no spaces, and press Sign in as soon as the code appears rather than at the end of its life.
- A code that has already been used successfully will not work a second time, even inside its window. Wait for the next one.
- Still failing? Sign in with a recovery code and ask support to re-enrol your device.
You have lost your recovery codes
Recovery codes exist only where your workspace has a second factor enabled; a password-only workspace has none to lose. Where they do exist, there is no self-service path. The codes are stored only as one-way hashes, so nobody at LEM can read them back or resend them.
- If you can still sign in — with your password and authenticator — contact support now and ask for a fresh set to be issued. Do not wait until you are locked out.
- If you cannot sign in either — contact support and ask for a manual re-enrolment. They will need to verify who you are before doing it, so this takes longer than a password reset elsewhere would. Send the request from the email address on your account and expect to confirm details from your Order Form.
You were signed out unexpectedly
Sessions last up to 7 days and end after 24 hours without activity. Being asked to sign in again after a quiet day or a long weekend is normal.
If you were working and a change failed with Your session has expired. Sign in again., the page will send you back to sign-in after a moment. Sign in and redo the last action — it did not go through.
A screen says "not configured"
This is different from an empty screen, and you cannot fix it from your side. It means the underlying option is not switched on for your workspace.
For Mail, Calendar and Connections this is the expected state, not a fault. All three are served by the same connected-accounts capability, which is switched off by default and is required to be off for the first release. If you see these messages, nothing has broken and nothing needs reporting as a bug.
| Where | Message | What to do |
|---|---|---|
| Inbox → Mail | Mail is not configured for this workspace. | Nothing, unless you ordered connected accounts. Connecting a mailbox will not help — it needs the same capability. Ask the LEM team where the gate stands. |
| Work → Calendar | Calendar is not configured for this workspace. | Same. |
| Settings → Connections | Connections have not been activated for this workspace yet. Contact your LEM administrator. | Same. 🔗 Connect account stays greyed out until the LEM team enables the capability. |
An empty screen looks different: Mail shows Empty., Drafts shows No drafts., Reminders shows No reminders., Images shows No images., Memory shows Empty., the commitments card shows No open commitments., and an empty task column shows a dash. All of those mean the feature works and there is nothing in it yet.
A calendar that draws its grid — hour lines, day headers, the red current-time line — with no events on it is connected and empty, not broken.
A connection will not start
You pressed 🔗 Connect account and got Could not start the connection.
- Check the button was enabled. A greyed-out button means connections are not activated for your workspace at all. Contact support.
- Check your browser did not block the pop-up. The consent screen opens in a new tab. If nothing appeared, use the link next to Authorize in the new tab. in the status line.
- Try a different app from the dropdown. Not every app in the list is available on every workspace — the credentials for each one are configured individually. If one app works and another does not, the second one has not been set up for you yet.
- If it still fails, contact support and tell them which app you chose.
You connected an account but it is not in the list
The connected-accounts table does not refresh itself after a connection completes. Reload the page.
If it is still missing after a reload:
- Make sure you finished the provider's consent screen all the way through, including any account picker.
- Check you approved with the account you meant to use.
- Only fully active connections are listed. One that is still settling on the provider's side may take a moment.
- Then try connecting again. If two attempts fail, contact support.
The connections list will not load
- Could not check connections right now. — the list could not be read. Reload the page.
- Unavailable. — the same thing after a network failure. Check your connection and reload.
Neither of these affects the accounts themselves; only the view of them failed.
Chat stopped in the middle of an answer
The answer bubble turns into an error line. Which one you get tells you what to do, and the difference matters.
"The connection dropped before the answer was finished."
The stream broke before the answer was complete.
Send the same message again, unchanged, in the same browser tab. Within a single page session, an identical resend is recognised as the same request and will not run the work twice.
That protection does not survive a page reload. It is held only in the open page. If you refresh, close the tab, open a new tab, or try from another device, an identical resend is treated as a brand-new request and the work can run a second time. So if you have reloaded since the failure, do not just resend — first check Work → Tasks, Reminders and Inbox → Drafts to see whether the original attempt actually landed, and only then decide what to send.
Note that the input box is cleared as soon as you press Send, so you will have to retype the message. Copy anything long before sending it.
"The result is unknown and some actions may already have gone through."
This is the one to slow down on. LEM may have completed part or all of what you asked before the connection failed. You will also see it phrased as The previous attempt never reported a result, so some actions may already have gone through.
Do this, in order:
- Check what already happened. Look at Work → Tasks and Reminders, Inbox → Drafts, and anywhere else the request would have landed. Do this first, every time. It is the only reliable way to know where you stand.
- Do not repeat the request word for word hoping it will run again. In the same page session an identical resend returns the stored result of the earlier attempt rather than starting new work — so it tells you nothing new. And if you have reloaded the page since, the opposite happens: the resend is treated as new and the work runs a second time, which is exactly what you were trying to avoid.
- If something is genuinely missing, send a new message describing only the part that did not happen, in different words.
"The service is temporarily unavailable."
A transient failure. Try again without changing the request, in the same tab. If you have reloaded since, check first whether anything landed — see the duplicate-work warning above. If it persists for more than a few minutes, contact support.
"This is the stored result of the earlier attempt, not a new one."
Appended to another message. It means you resent something identical within the same page session and are looking at the earlier outcome, not a fresh run. Rephrase if you want new work. Its absence does not mean the reverse: after a reload, a resend runs as new work and carries no such note.
"Only the beginning of this answer could be saved..."
The answer was too long to store in full. What you can see is correct as far as it goes. Ask LEM to continue, or to summarise the rest.
"No connection. Check your network and try again."
Your browser could not reach the workspace. Check your network, then reload.
A change did not save
You will see The change was not saved. Try again. in the toast at the bottom.
- Press the button once more. Duplicate clicks are suppressed, so a second press while the first is still running does nothing — wait for the toast to clear.
- Check the required fields. Some failures have their own message: Task title is required., Reminder text and time are required., Description and amount are required., Company name is required., Enter a valid positive amount with no more than two decimal places., Select one of the supported currencies.
- Adding a company that already exists fails with the generic message. Check the Portfolio list before adding again.
- If you were away from the page for a while, your session may have ended — look for Your session has expired. Sign in again., sign back in, and redo the change.
A page looks blank
- Check the tabs under the page title. Conversation, Work, Inbox, Portfolio and Settings each cover more than one screen. You may be on the right group and the wrong tab.
- Check for an empty-state line. Empty., No drafts., No reminders., No images., No open commitments. and a dash in a column all mean "working, nothing here yet".
- Check for a "not configured" sentence. That is a setup issue, not a bug.
- Check you were not redirected. If you follow a link to a screen your package does not include, you land back on Today. If a screen you expect is not in the left rail, it is not in your package — ask support.
- Otherwise reload the page. If it is still blank, contact support and say which address you were on.
Your chat history has disappeared
It has not been deleted; it was never reloaded. The chat window always opens fresh, with the welcome message, after a page refresh or a new sign-in.
Anything LEM saved is still there — tasks, reminders, drafts, memory entries, finance items. Only the visible transcript resets. If you need a record of a conversation, copy it out before you leave the page, or ask LEM to save the conclusion as a memory entry.
The "Last backup" line says "never"
The line at the top of Today reports the most recent backup archive the workspace can see. never means it cannot see one.
Take an export with ⬇ Export my data so you have a copy in hand, then contact support. Do not treat backups as your only copy: the backup target in the Service Levels page is not yet a binding guarantee.
Who to contact
Email the support address shown on Settings → Account and services under Support. If that row still reads Assigned during account launch, use the address in your Order Form. The published Support page lists the current inbox.
Support runs 09:00–17:00 UK time on business days, in English. Anything sent outside those hours counts as arriving at 09:00 on the next business day. Note that response targets are not yet contractually activated — see question 8 in the FAQ.
Include in your first message:
- What you were trying to do, and what happened instead.
- The exact wording of any message on screen.
- The address of the page you were on.
- The time it happened, and whether it is repeatable.
Never send your password, a one-time code, or a recovery code. Nobody at LEM will ask you for them.