When something doesn't work
The most common stumbles, what usually causes them, and how to get out of them without waiting for a reply.
Video transcript
In this video, you'll see the most common snags and how to get past them without waiting for a reply.
Two questions solve almost everything. First: which organization are you in? It's at the top of the menu and in Account → General; the catalog, the balance and the team are different in each one.
Second: with which role? If a button doesn't show up, it often isn't a bug: it's your role.
Charged too much? A single description is only charged if it succeeds.
A batch holds the total when you start it, and whatever isn't generated comes back to you; both movements stay in your history.
If a file won't upload, check the limits: CSV up to 256 MB, XLSX up to 10 MB and up to 50 thousand rows. A rejected file never touches your catalog.
If an email doesn't arrive, check your spam folder: invitations expire after 7 days.
And if none of this applies, write to us with your organization, what you were doing, what you saw and the time: that's how we find it in the log.
That wraps up the “Account and payments” series. Every guide is in the Academy.
Start here
Two questions resolve a good share of what reaches us, and both are answered at a glance:
- Which organization are you in? It's at the top of the menu (hover over its initial to see the name) and in Account → General. If you belong to several, most of what “disappeared” is in the other one: catalog, balance and team are separate in each.
- With what role? A member can import and generate, but not approve, publish or invite. If a button isn't there, it often isn't a bug: it's your role.
Symptoms and what they usually are
From most frequent to least:
| What you see | What it usually is | What to do |
|---|---|---|
| “My balance isn't what I expected.” | You're standing in another organization. | Check the switcher at the top of the menu and move to the right organization. |
| “I can't approve or publish.” | Your role is member. You can generate; deciding what gets published, no. | Ask an admin to approve it, or to change your role. |
| “I don't see the bank transfer option.” | It isn't enabled on your account. | Get in touch with us; in the meantime, card payment works as usual. |
| “It says I'm not a member of this organization.” | You were removed from the team, or the organization is suspended or being deleted. | Talk to an owner of that organization. |
| “Too many requests, wait a moment.” | You hit the per-minute request limit. It's temporary and lifts on its own. | Wait a few seconds and retry. If you're importing, don't submit the same file repeatedly. |
| “I requested my invoice and it hasn't arrived.” | The CFDI is issued by hand, not instantly. | Check the request went out from Billing. If days have passed, write to us with the purchase reference. |
Credits: when they're charged and when they come back
This is the worry we hear most, and the answer depends on whether you generated one at a time or in a batch:
- A single description is charged only if it succeeds. If it fails, nothing is deducted.
- A batch reserves the whole total up front, before starting. That's why the balance drops all at once when you launch it.
- When the batch finishes, whatever wasn't generated is returned to you. And if you cancel a batch midway, the unused part comes back. Either way the movement shows up in your history.
When a file won't upload
The importer rejects the file before touching your catalog, so a rejected file never leaves the catalog half-written. The limits are:
- CSV: up to 256 MB. It's the recommended format for large catalogs: it's read row by row, without loading the whole file.
- XLSX: up to 10 MB. The limit is lower on purpose, because a compressed Excel file can expand enormously when opened.
- Up to 50,000 rows and 512 columns per file. If your catalog is bigger, split it across several uploads.
- The CSV has to be UTF-8. If your accents look wrong when you open it, export it again with that encoding.
When an email doesn't arrive
First the obvious: check your spam folder. Team invitations expire after 7 days, so if longer has passed a new one is needed — and the link is shown only once, it can't be looked up again.
If none of this applies
Write to us from the help center. You save us a round trip if you include: which organization you're in, what you were trying to do, exactly what you saw (the error text, if there was one) and the approximate time. With that we can look up what happened in the audit log; without it, the first thing we'll do is ask you for it.