Troubleshooting

Something not working as expected? Find the symptom below: each problem explains the likely cause and how to fix it. If you're still stuck, write to support@tylode.com.

#Signing in

#The confirmation email doesn't arrive

Cause: the email is delayed, filtered as spam, or the address was mistyped when signing up.

Fix:

1. Wait a couple of minutes and check your spam or junk folder.
2. Go to app.tylode.com/login and try to sign in. If your email isn't confirmed yet, you'll see a message about it and a Resend the confirmation email link. Click it.
3. If you mistyped your address, sign up again with the right one.

#I forgot my password

Fix:

1. On the sign-in screen, click Forgot it?.
2. Enter your email and click Send link. For privacy, you'll see the same message whether or not an account exists with that email.
3. Open the email and follow the link to Set a new password. Type it twice and click Save password.

If the link has expired or was already used, click Request another link. Check your spam folder if the email doesn't arrive.

#I lost the phone with my two-step verification app

Cause: two-step verification asks for a code from your authenticator app, and you no longer have it.

Fix: use one of the recovery codes you saved when you turned it on.

1. Sign in with your email and password.
2. On the verification step, click Lost your phone? Use a recovery code.
3. Enter one of your codes and click Use code.

Using a recovery code turns two-step verification off and signs you out of all your sessions, and we email you about it. Sign in again with your password and turn two-step verification back on in Settings → Privacy and security → Security. If you don't have your recovery codes, write to support@tylode.com from your account's email address. See Security.

#Plans and limits

#I can't create a board, whiteboard or database

Cause: usually the plan limit. Each workspace can have 2 boards, 2 whiteboards and 2 databases on Free, 5 of each on Pro and unlimited on Premium. The limit uses your effective plan, the lower of your plan and the workspace's plan, so a Free account in a Pro workspace is held to the Free limit. Imported tables and databases created by templates count too. Other causes: your role is Read-only, or the workspace is frozen.

Fix:

• Delete a board, whiteboard or database you no longer need (whiteboards saved as templates don't count).
• Upgrade your plan in Settings → Billing → Plan and payments. If the workspace is on Free, one of its owners needs to upgrade as well.
• If your role doesn't allow creating content, ask an admin to change it.

See Limits by plan.

#I can't invite someone

Cause: one of these:

• The member limit. Free workspaces can have 3 members, Pro 25 and Premium unlimited, and pending invitations count.
• The Free-account allowance. A Pro or Premium workspace can hold at most 2 members on the Free plan. Once they're used, anyone else who joins needs their own Pro or Premium plan. The Members and permissions section shows how many are in use.
• Your role. Only owners and admins can invite.
• The other person's limit. If the person you invite is already in as many workspaces as their plan allows, they can't accept until they upgrade or choose Freeze my workspace and join.

Fix: cancel pending invitations you don't need anymore (Cancel invitation), remove members who have left, ask the person to upgrade, or have an owner upgrade the workspace. See Members, roles and teams.

#My workspace is frozen ❄️

Symptom: a banner says the workspace is frozen, and you can read everything but can't edit, create, chat, comment, upload, vote, send mail or join voice channels.

Cause: you're in more workspaces than your plan allows: 1 on Free, 3 on Pro. This usually happens after moving to a lower plan, or after you joined another workspace by freezing this one. A workspace can also freeze some of its members if its own plan drops below the number of members it has.

Fix:

• Click Go back to this workspace on the banner. If your plan has no room for another active workspace, the one you're using now is frozen instead.
• Upgrade your plan in Settings → Billing → Plan and payments to unfreeze them all.
• If the workspace's plan dropped, ask one of its owners to upgrade.

Nothing is deleted while a workspace is frozen. See Workspaces and Plans.

#Files and storage

#A file upload is rejected

Cause: the file type or its size.

• Type: for security, HTML, SVG, JavaScript and executable files can't be uploaded anywhere. You'll see a message saying the file type can't be uploaded for security reasons.
• Size: each file can be up to 5 GB on every plan (as long as you have storage left). Files inserted into a page in the editor are limited to 10 MB on every plan.

Fix: convert the file to an accepted format (for example, SVG to PNG), compress it, or upload large files to My drive instead of a page. For more room, upgrade the workspace plan.

#Storage is full

Symptom: uploads fail with a message saying how much of your storage you've used.

Cause: storage is shared by the whole workspace: 1 GB on Free, 15 GB on Pro and 250 GB on Premium. Files uploaded to My drive count toward the workspace you were in when you uploaded them, and images you add in Studio are saved to My drive.

Fix: delete files you no longer need, then delete them forever from My drive's trash. Or have a workspace owner upgrade. See My drive and Limits by plan.

#Voice calls and AI

#My voice call ended after 30 minutes

Cause: on workspaces on the Free plan, each call in a voice channel lasts up to 30 minutes, shared by everyone in it. You'll see a warning that says "The call ends in … — Free plan" before it ends.

Fix: join the channel again to start another 30-minute call. For calls without a time limit, one of the workspace's owners needs Pro or Premium. See Voice channels.

#A voice call is full

Cause: the workspace plan sets how many people can be in a call: 5 on Free, 25 on Pro and 50 on Premium.

Fix: wait for someone to leave, or have an owner upgrade the workspace.

#The assistant says I'm out of AI credits

Cause: AI credits belong to your account and renew on the 1st of each month: 15 on Free, 350 on Pro and 1300 on Premium. Each command uses 1 credit and each summary uses 4. There are also daily caps of 100 commands and 20 summaries.

Fix: wait until the 1st of next month (or until tomorrow, for the daily caps), or upgrade your own plan in Settings → Billing → Plan and payments. Credits aren't charged when the assistant fails. See AI assistant.

#Databases and imports

#A formula shows #ERROR

Cause: the formula can't be read. The most common reasons:

• A column name written without braces. Use {Price} * 2, not Price * 2.
• A misspelled function name, for example SUMA is fine but SUMM isn't.
• A missing ), } or closing ".
• Unsupported characters: single quotes, a single = (use == to compare) or ; between arguments (use ,).

A column name that doesn't exist doesn't cause an error: it just gives an empty value, so check the spelling if a result is unexpectedly empty. See Formulas.

#An import skipped my images

Cause: images and attachments stored inside a Notion export aren't imported yet. The review screen tells you how many will be skipped.

Fix: upload the images by hand to their pages after importing. See Import from Notion, Markdown and CSV.

#Developers

#The API returns 401, 403 or 429

See Errors and conventions and Authentication.

#My webhook was disabled

Cause: Tylode disables a webhook automatically after 10 failed deliveries in a row, meaning your server didn't answer with a 2xx status in time. Deliveries aren't retried. Webhooks also stop sending if the workspace drops below the Pro plan.

Fix:

1. In Settings → API and webhooks → Webhooks, open the webhook's Details and check its recent deliveries to see the errors.
2. Fix your endpoint so it answers with a 2xx status within 5 seconds.
3. Click Resume, then click Test to confirm your server now accepts deliveries.

See Webhooks.

#Access

#I can't see a page

Cause: the page is probably restricted. When a page is shared with specific people or teams, only they and the workspace's owners and admins can view it. Other members don't see it in the sidebar or in search, and its link won't open for them.

Fix: ask an owner or admin to add you in the page's Share menu. Also check that you're in the right workspace (switch from the top of the sidebar) and that the page isn't in the Trash. See Sharing and page permissions and Permissions and access.