Quick fixes for the most common WorkRate issues

Click Forgot Password on the login screen. Enter the email address you use to log in and we'll send a password reset link. The link is valid for 1 hour. If the email doesn't arrive within 5 minutes, check your spam folder and ensure you're using the correct email.

Try a hard refresh first — Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac. If that doesn't help, use the Forgot Password flow to reset. If the problem persists after resetting, contact support — there may be an account issue.

Go to Agency Settings → Team, find the team member, and set a new temporary password. Share it with them. If you recently removed them and they're trying to access an archived account, they won't be able to log in — contact support if access needs to be reinstated.

Open the client workspace, go to Settings → Client Portal, and confirm portal access is enabled and the email is correct. Reset their password by entering a new temporary password in the portal settings and send it to them directly. WorkRate does not send login credentials automatically.

Open Session Log inside Time Tracking for this client. Entries must be marked Billable and Uninvoiced to appear in the invoice generator. Included entries and already-invoiced entries are excluded. Use the Reset action on invoiced entries to return them to uninvoiced status.

Log in to your Stripe dashboard and check for any pending verification requirements on your connected account. Go to Agency Settings → Payments and confirm the Stripe status shows Connected without restrictions. An incomplete Stripe account can appear connected but block payments.

Stripe sends a webhook to WorkRate when payment is confirmed. This usually happens within seconds. If the status hasn't updated after 5 minutes, manually refresh the invoice. If still showing Unpaid after 10 minutes, contact support — there may be a webhook delivery issue.

The tax rate is pulled from Client Settings at the time the invoice is generated. Go to Client Settings → Billing and update the tax rate, then regenerate the invoice. You can also edit the tax rate directly on an open invoice before saving it.

WorkRate doesn't have a void function. If the invoice was paid via Stripe, the payment cannot be reversed in WorkRate — you'd need to issue a refund through your Stripe dashboard directly. For unpaid invoices, you can delete the invoice and reset the session log entries to Uninvoiced status.

The floating ticker shows any active timer across the app. Open the workspace where you most recently started a timer, go to Time Tracking, and stop the active timer. If you can't find which workspace has the active timer, check each client workspace's Time Tracking section — active timers show a pulsing indicator.

Open Session Log for the client, find the entry, and click the Reset icon. WorkRate will confirm before resetting. After resetting, the entry will appear in the invoice generator again.

There is no move-between-clients feature. Delete the entry from the wrong client's session log and add the hours manually to the correct client workspace using Add Hours.

This usually means the proposal hasn't been sent yet — a proposal must be in Sent status (not Draft) to be accessible at the public URL. Open the proposal, confirm it's in Sent status, and use the Resend Email button to send a fresh link. The link itself is permanent and won't expire.

Open the proposal in WorkRate. If the client accepted, the status shows Accepted with the timestamp. WorkRate captures the acceptance in real time — if the status hasn't changed, the client may not have actually clicked Accept. Share the proposal link again and ask them to confirm.

Sent proposals are locked to protect the client experience — editing a sent proposal could confuse a client reviewing what they were sent. To make changes: set the proposal back to Draft, edit it, then resend. The client gets a fresh email with the updated version.

Check which tools are enabled in Client Settings → Client Portal. Disable any tools the client shouldn't have access to. Also check CRM notes — any notes set as Client notes (not Agency notes) are visible to the client if CRM is enabled for them in the portal.

White label branding applies at the account level — go to Agency Settings → White Label, confirm your logo, platform name, and brand color are saved. Do a hard refresh in incognito mode to verify. If you're on a custom domain, confirm the CNAME record is pointing correctly and DNS has propagated.

Confirm you added a CNAME record (not an A record) pointing your subdomain to cname.vercel-dns.com. Use dnschecker.org to verify the CNAME has propagated. DNS can take up to 48 hours but is often faster. If it's been more than 48 hours, contact support with your domain details.

Do a hard refresh: Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac. If you're testing from the portal as a client, log out and log back in. Browser cache can hold old styles for several minutes.

Try a hard refresh first. If the issue persists, check your internet connection. WorkRate is hosted on a global CDN and is typically very fast — slow loads on a single device usually point to a local network issue. If the entire app is down for everyone, check our status page or contact support.

Do a hard refresh to pull the latest saved state from the server. If the data is still gone after refreshing, it may not have saved correctly. Contact support with the details — what you entered, which section, and the approximate time — and we'll investigate.

Hard refresh clears most visual glitches. If something looks wrong after refreshing, try in a private/incognito browser window. If the issue persists there too, screenshot it and contact support — we want to know.