Common problems and solutions
What to do when an email does not arrive, a link has expired, an account is locked, a feature does not appear, a file will not upload or a page will not refresh.
I am not getting an email
- Check the spam folder and the other folders.
- Check the address in your Profile: emails go there.
- If you are waiting for the verification or the reset email, ask for it again from the same page: you can send a new one two minutes after the previous one.
- If you are an administrator and no email reaches anyone, check Settings › Email Provider and use Send Test Email. With a company provider, check the sender domain or the app password.
The link in the email has expired or is not valid
- Email verification: 24 hours. Ask for a new link from the page that appears.
- Password reset: 1 hour. Use Request new link.
- Confirmation of an organisation sign-up: 24 hours. Start the sign-up again.
- A link that has already been used does not work a second time.
I cannot sign in
| Message | What to do |
|---|---|
| Credenziali non valide (Italian for "invalid credentials", left untranslated in the interface) | check email and password; use Forgot password? |
| Verify your email before logging in | open the verification link, or use Resend verification email |
| Account temporarily locked | wait 15 minutes (or an hour), or ask an administrator to unlock you |
| Account permanently banned | only an administrator can unlock you, from Settings › Locked Users |
| Troppi tentativi di login falliti (Italian for "too many failed login attempts", left untranslated in the interface) | too many attempts have come from your connection: wait half an hour |
| Account non autorizzato (Italian for "account not authorised", left untranslated in the interface) | your account is inactive: contact an administrator |
| Address not recognised | you are using the wrong address: ask for your organisation's one |
| Your LeavePilot account is temporarily suspended | the organisation is suspended: the administrator has to write to support |
I am in, but I see the onboarding
It is your first login, or something is missing in your profile (date of birth, country, language). Complete the steps: see First login and onboarding. If you stay on Registration Pending, an administrator has to approve you.
I cannot see the Sick leave, Personal day or Smart Working types
The organisation is on the free plan or the trial has expired: these are Pro plan features. The administrator can activate a plan.
I cannot see my colleagues' leave
The administrator has set visibility to Administrators only or Department only, or you are not assigned to a department. Colleagues' pending requests are never visible. From a phone, though, colleagues' approved leave is visible anyway.
The form blocks me
- Selected dates overlap with an existing request: you already have a request on those days, a pending one included. Delete it or change the dates.
- The request must be submitted with at least {n} calendar days of advance notice / The maximum number of consecutive working days is {n}: these are your organisation's rules.
- You do not have enough holiday days available: the balance does not cover the request; remember that pending requests are already subtracted.
- La richiesta deve includere almeno un giorno lavorativo (Italian for "the request must include at least one working day", left untranslated in the interface): you picked only weekends or public holidays.
The medical certificate will not upload
Only PDF, JPG and PNG are accepted, up to 4 MB, even though the upload area lists other formats. If at the end of the submission you get "c'è stato un problema con l'upload del certificato: Dati non validi" (Italian, left untranslated: "there was a problem uploading the certificate: invalid data"), the file was in a format other than those three: the request was created anyway. Convert the file or make it smaller and attach it to a new request, or email the certificate to management within 3 working days.
I cannot invite a person
- Un utente con email {email} esiste già nel sistema (Italian for "a user with email {email} already exists in the system", left untranslated in the interface): the person exists; look for them in Employees, inactive ones included.
- Seats are full: the plan has reached its limit. Deactivate the people who have left the company, or activate a plan. See Seats and subscription.
A section shows a padlock or the Upgrade box
That feature is not in your organisation's plan. See Plans and free trial.
The AI report does not open
The browser blocked the window: the HTML file was downloaded. Allow pop-ups for the platform address and try again, or open the downloaded file. If AI analysis timeout appears, choose a shorter period.
The numbers do not add up
- The counts cover the current year and assign every request to the year of its start date.
- Pending requests are already subtracted from the available balance.
- Hourly requests count as hours/8 in days: the available balance can have decimals.
- Smart Working is not included in the overall totals.
- An allowance changed by the administrator applies immediately, current year included.
The dates look odd
The administrator can choose the format in Settings › Timezone › Date format (European, US or ISO).
The page does not refresh
Press Refresh (in the section header) or reload the page. Dashboards also reload their data when you come back to the browser tab. If Troppe richieste in corso appears (Italian, left untranslated: "too many requests in progress"), wait a minute.
I deleted something by mistake
Deletions cannot be undone. A deleted request can be created again with the same dates (if it was approved, it will have to be approved again). A deleted employee cannot be recovered: that is why the deletion asks you to type DELETE.
None of this
Write to support: see Contacting support.