Troubleshooting

Most problems come down to a sign-in, a connection that needs renewing, or a role that does not include something. Find your problem below. If you are still stuck, the last section says what to send us.

Signing in

You forgot your password

1. On the sign-in page, https://app.zamilo.io/login, press Forgotten your password?
2. Type the email address you sign in with and press Email Me a Link.
3. Open the email "Choose a new Zamilo password" and follow the link. If your address has accounts at several companies, the email has one link for each.
4. Type a new password twice and press Set New Password. It needs at least 10 characters, using three of: lower case, upper case, digits, symbols.

A link works once, for 15 minutes, and a newer link replaces an older one, so use the most recent email. If the page says That link has expired, press Ask for a New Link. A new password signs you out everywhere else and lifts a lockout. Two-step sign-in still asks for its code.

"Too many failed attempts"

Five wrong passwords or codes within 15 minutes lock the account for 15 minutes. The message says how long is left. Wait, choose a new password as above, or ask an administrator to press Unlock on Settings → Users.

One email, several workspaces

If your address has an account at more than one company, Zamilo tries your password at each. When it opens more than one, Choose a workspace lists them; pick one within five minutes. Only workspaces where that password works are listed, so if you use different passwords, type the one for the workspace you want.

Two-step sign-in

The code must follow the password within five minutes, and codes change every 30 seconds. If codes are always refused, check that your phone sets its clock automatically. If you lost the phone, type a recovery code in the code box, or ask an administrator to press Reset Two-Step on Settings → Users. See Two-step sign-in.

"That account has been deactivated"

An administrator turned your account off. Ask them to press Reactivate on Settings → Users.

A mailbox stopped syncing

Open Settings → Mailboxes (or ask your administrator to). Each mailbox shows its state:

• Needs signing in again: a Microsoft 365 mailbox whose sign-in Microsoft no longer accepts. Press Sign In Again and sign in as anyone who can open the mailbox. See Connect a Microsoft 365 mailbox.
• A red error under Last sync: point at it, or press Sync now (circular arrows), to read the message. For an IMAP mailbox, "refused the sign-in" usually means the app password was revoked or changed. Google, for one, revokes app passwords when you change your Google password. Create a new one, then edit the mailbox and save it in Password. See Connect Gmail, Yahoo, iCloud or another IMAP mailbox.
• paused: someone paused it. Press the eye button on its row to resume.

Messages already in Zamilo stay while a mailbox waits.

QuickBooks or Shopify needs connecting again

• QuickBooks: if the QuickBooks card on Settings → Integrations shows Needs connecting again, press Connect To QuickBooks and sign in to the same company. See Connect QuickBooks Online.
• Shopify, App removed: the Zamilo app was uninstalled from the store. Install it again from Shopify, then link it.
• Shopify, Unlinked: open Zamilo from Apps in the Shopify admin and press Link to Zamilo. See Connect a Shopify store.

Settings → Data & sync shows Last run failed with the error when a Shopify or QuickBooks sync goes wrong.

Emails from Zamilo do not arrive

Zamilo emails invitations ("You are invited to company on Zamilo") and password links ("Choose a new Zamilo password").

• Look in spam or junk, and ask your IT team whether mail filtering held it.
• Check the address is spelled exactly as your account has it.
• Password links: if you asked several times in a row, Zamilo holds further requests back for up to 15 minutes. Then ask once and use that email.
• Invitations work once, for 72 hours. Your administrator can send a fresh one from Settings → Users, under Invited, Not Yet Joined, with New Link; the old link stops working.
• If an invitation says you are signed in as someone else, sign out first, then open the link again.

"You do not have access to that"

This page, titled Not permitted, means your role does not include that action. Ask an administrator: they can change your role on Settings → Users, or what a role may do on Settings → Roles. "Your account has read-only access" means the same for a read-only account. Settings appears in the menu only for roles that may manage something there. See Inviting your team and choosing roles.

Contacting support

Use the support form or write to [email protected]. These details help us answer in one reply:

• Your company's workspace name and the email you sign in with.
• What you did, step by step, what you expected, and what happened instead.
• The exact message Zamilo showed.
• When it happened, with your time zone, and the browser and device you used.
• A screenshot, if you can. The form takes text only, so email screenshots to us.