Troubleshooting

Login Issues

I can't log in

Possible causes and solutions:

• Wrong password: Try the Forgot Password link on the login form to reset it
• Wrong email: Make sure you're using the email address associated with your PraxisMS account
• Account disabled: Your administrator may have disabled your account. Contact them to restore access.
• Employment status: If your status is "Former" or "Laid Off", you may not be able to log in. Contact your administrator.

I forgot my password

1. Go to the login page
2. Click Forgot password? below the login form
3. Enter your email address
4. Check your email for a reset link (check spam folder too)
5. Click the link and create a new password

I never received the password reset email

• Check your spam/junk folder
• Make sure you're checking the correct email account
• Wait a few minutes and try again
• Contact your administrator to verify your email address is correct

I was logged out unexpectedly

This can happen if:

• You logged in from another device (PraxisMS only allows one active session)
• Your session expired due to inactivity
• An administrator changed your permissions

Time Entry Problems

Why was my time entry rejected?

Time entries can be rejected for several reasons:

• Missing notes: Your company may require notes on all entries
• No job selected: If job costing is required, you must select a job
• Entry too long: Entries exceeding the maximum duration are auto-rejected
• Overlapping time: You can't have two entries for the same time period
• Administrator decision: An admin may have manually rejected it

To fix it: Check the rejection reason, edit your entry to address the issue, and save. It will be resubmitted for approval.

I can't edit my time entry

You may not be able to edit entries if:

• Entry is approved: Contact your administrator to unapprove it
• Pay period is closed: Entries in closed periods can't be modified
• Entry is too old: Your company may restrict edits to recent dates

I can't add a time entry for yesterday/last week

Your company may have date restrictions. Check with your administrator about:

• The soft close date (requires admin approval)
• The hard close date (no changes allowed)
• Any policies about retroactive time entry

My hours don't match what I expected

Check these common issues:

• Timezone: Make sure your timezone is set correctly in your profile
• Approval status: Pending or rejected entries may not appear in reports
• Date range: Verify you're looking at the correct pay period
• Rounding: Some views round to the nearest 15 minutes

Permission Errors

I can't access a feature

PraxisMS uses permission levels to control access:

If you need higher access, ask your administrator to update your permissions.

"You don't have permission" error

This means the page or action requires a higher permission level than you have. Contact your administrator if you believe you should have access.

I'm an Administrator but can't do something

Some actions are restricted to Billing Administrators only:

• Viewing or updating billing information
• Enabling or disabling paid features
• Generating or regenerating API keys
• Deleting the company account

Billing & Account Issues

I see an "Account Locked" page

This means your company's subscription has a billing issue. Possible causes:

• Trial expired: Your 7-day free trial ended without a payment method on file
• Payment failed: The credit card on file was declined
• Subscription paused: A Billing Administrator paused the subscription
• Subscription cancelled: The subscription was cancelled

What to do:

• If you're a Billing Administrator, you'll be redirected to billing settings to resolve the issue
• If you're not a Billing Administrator, contact your company's Billing Administrator (their contact info is shown on the locked page)

Who is my Billing Administrator?

When your account is locked, the "Account Locked" page displays the Billing Administrator(s) for your company with their email addresses. If you have access, you can also find this information:

1. Go to Team
2. Look for users with the Billing Admin badge

My trial expired

If your 7-day free trial expired:

• Your data is not deleted—it's preserved
• A Billing Administrator needs to add a payment method
• Once payment is set up, access is immediately restored

My payment failed

If your payment was declined:

1. We automatically retry failed payments several times
2. Check that your card hasn't expired
3. Verify the card has sufficient funds/credit
4. Contact your bank if the card should be working
5. Update your payment method in Settings > Billing

My account says "Suspended"

Suspended is different from other billing issues. This is an administrative action by PraxisMS, typically due to:

• Terms of service violation
• Extended non-payment after multiple attempts
• Request from your organization

Billing Administrators cannot resolve a suspension themselves. Contact support@praxisms.ca directly.

I want to reactivate a cancelled subscription

If your subscription was cancelled within the last 90 days:

1. Log in as a Billing Administrator
2. Go to Settings > Billing
3. Click Reactivate Subscription
4. Add or confirm a payment method
5. Access is restored immediately

I need a copy of an invoice

Billing Administrators can download invoices:

1. Go to Settings > Billing
2. Scroll to Invoice History
3. Click the download icon next to the invoice you need

Missing Features

I don't see the Jobs menu

The Job Costing module is optional. If you don't see it:

• Your company may not have enabled this feature
• Contact your Billing Administrator to enable it

I don't see the Tasks menu

The Task Manager module is optional. If you don't see it:

• Your company may not have enabled this feature
• Contact your Billing Administrator to enable it

How do I enable a feature?

1. You must be a Billing Administrator
2. Go to Company Admin > Features
3. Click Enable next to the feature you want
4. Confirm the additional cost
5. The feature is immediately available

Timer Issues

My timer won't stop

If the stop button isn't working:

1. Try refreshing the page
2. Clear your browser cache and try again
3. Try a different browser
4. If still stuck, contact your administrator—they can stop the timer for you

My timer stopped automatically

Your company may have an auto-stop rule to prevent timers from running too long (e.g., 12 hours). This is designed to catch forgotten timers. If your work genuinely exceeded the limit, add the extra time manually.

I forgot to start my timer

No problem! You can add time manually:

1. Go to your Time Card
2. Click Add Entry
3. Enter the date, start time, and end time
4. Select a Quick Task (and Job if required)
5. Add notes describing your work
6. Click Save

I forgot to stop my timer last night

Don't worry—edit the entry to fix it:

1. Go to your Time Card
2. Find the entry with the incorrect end time
3. Click Edit
4. Change the end time to when you actually stopped working
5. Click Save

Report Problems

My report shows no data

Check these common issues:

• Date range: Make sure your date range includes the entries you expect
• Filters: Check if you have employee, job, or status filters applied
• Approval status: Some reports only show approved entries by default
• Permissions: Employees can only see their own data in reports

Report totals don't match my calculations

• Pending entries: May not be included in totals
• Rejected entries: Are excluded from reports
• Rounding: Reports may round hours differently
• Timezone: Entries crossing midnight may appear on different days

CSV export has formatting issues

• Excel: Open the CSV in Excel using "Import" rather than double-clicking for better formatting
• Dates: Format date columns as dates in your spreadsheet
• Encoding: If you see strange characters, the file uses UTF-8 encoding

Frequently Asked Questions

Can I use PraxisMS on my phone?

Yes! PraxisMS is mobile-responsive. Open praxisms.ca in your phone's browser to track time on the go.

Can I track time for multiple companies?

Yes. If you belong to multiple companies, you can switch between them from the user menu. Each company's data is completely separate.

What happens to my data if I cancel?

Your data is retained for 90 days after cancellation. After that, it may be deleted. We recommend exporting your data before canceling.

Is my data secure?

Yes. PraxisMS uses industry-standard security practices:

• All data is transmitted over HTTPS
• Passwords are hashed using Argon2id
• Sensitive data is encrypted at rest
• Regular security audits

Can I integrate PraxisMS with other software?

Yes! Use the PraxisMS API to pull data into your payroll, accounting, or project management systems.

How do I delete my account?

Contact your company's Billing Administrator. They can remove you from the company. If you want to delete your entire user account (across all companies), contact support.