Getting Help & Troubleshooting

When something in Brixi doesn't behave as expected, the cause is usually one of a handful of things: filters, permissions, sync status, missing consent, or incomplete record data. You can rule most of these out yourself in minutes — and when you can't, this page tells you who to ask and what to include.

Admin or Support? The One Rule

Anything your organization controls goes to your manager or admin first — permissions, assignments, missing buttons or pages, templates, channel connections, and workspace settings. If you can't see something this documentation describes, that's almost always role access, not a bug, and your admin can often fix it on the spot.

Take it to Brixi support once your admin confirms the setup is correct and the problem persists — a record that won't save, data that contradicts itself, a connected channel that stops delivering. Fill in the handoff checklist below; a complete first message usually saves a full round trip of follow-up questions.

Start Here

Not sure what a page does?

Before troubleshooting, try the built-in tour. Select the Help & guides button in the bottom-right corner of any page and run that page's tour. See Take a Guided Tour When You Get Stuck.

1. Refresh the page or reopen the mobile app.
2. Confirm your internet connection is stable.
3. Check whether a filter or saved view is hiding the item.
4. Confirm your role and permissions with an admin.
5. Try again after signing out and signing back in.
6. Check whether the same issue happens for another user with similar access.
7. Capture the page URL, record name, and time before contacting support.

Common Issues

Cannot Sign In

Check that you are using the correct login method for your workspace. Some teams use email and password, some use phone OTP, and some require Google, Microsoft, or multi-factor verification.

Check	What to do
Wrong email or phone	Confirm the exact email or phone number your admin invited.
Password issue	Use the approved reset flow or ask your admin to resend access.
OTP issue	Wait for the resend timer, check the correct device or inbox, and confirm phone or email spelling.
MFA issue	Use the configured verification method or ask your admin to review your account.
Account inactive	Ask your admin to confirm your user status and role.

Lead, Contact, or Deal Is Missing

Missing records are often caused by ownership, team visibility, filters, or duplicate records.

1. Clear filters and saved views.
2. Search by phone, email, name, and alternate spelling.
3. Check whether the record is assigned to another owner or team.
4. Ask a manager to confirm whether you should have access.
5. Check whether the record was merged, archived, reassigned, or imported with different details.

Related guides:

Guide	Description
Lead Queues	Understand filters, ownership, and assigned work.
Contact Detail Page	Review customer record context and related activity.
Users and Permissions	Check role and team access.

Notification Did Not Arrive

Notifications depend on browser permission, mobile permission, channel setup, assignment rules, and user preferences.

Location	What to check
Browser	Site notification permission, active login, muted browser settings.
Mobile app	App notification permission, device notification settings, logged-in account.
Assignment alerts	Whether the lead or task was assigned to you or your team.
Channel alerts	Whether the connected channel is active and synced.
Quiet periods	Whether your organization uses working hours or notification limits.

Import Failed

Import issues usually come from file format, missing required columns, duplicate rows, invalid values, or mismatched field names.

Before re-uploading:

1. Confirm the file format your workspace accepts.
2. Remove empty rows and duplicate rows.
3. Check required columns.
4. Confirm phone and email formats.
5. Review validation errors before attempting another import.

See Import Contacts for the full workflow.

Calendar or Channel Does Not Sync

Connected services may stop syncing when permission expires, the connected account changes password, admin access is removed, or the external service requires reconnecting.

Ask your admin to check:

• Whether the channel is still connected.
• Whether the connected account still has permission.
• Whether a reconnect is required.
• Whether recent changes are delayed or failed.
• Whether the affected user has permission to use that channel.

See Integrations for channel setup and sync health.

Support Handoff Checklist

When an issue continues, include enough detail for support to investigate quickly.

Detail	Example
Workspace	Your company or workspace name.
User	Name, email, and role of the affected user.
Record	Contact, lead, deal, task, visit, or report name.
Page	The page URL or mobile screen where the issue happened.
Time	Approximate date and time with timezone.
Expected result	What you expected Brixi to show or do.
Actual result	Error message, missing data, failed action, or unexpected behavior.
Scope	Whether it affects one user, one record, or many users.

You can reach Brixi support at support@brixi.ai.