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Troubleshooting

When something is wrong, the first job is to figure out what kind of problem it is. The rest of this page walks through that triage. For specific error messages and what they mean under the hood, jump to Common errors.

A triage path​

Walk this sequence top to bottom. Stop at the first step that explains your problem.

1. Is this only happening to me?​

Ask one other person in your chapter or org to try the same thing. If they have the same problem, it is probably a platform issue and you can skip to step 5. If only you have the problem, continue.

2. Network or app?​

Open another website or app on the same device. If those work, your network is fine and the problem is GreekManage-specific. If they do not, treat it as a network problem first — switch networks (mobile data instead of Wi-Fi, or vice versa) and retry GreekManage.

3. Did you change anything recently?​

A surprising number of "broken" reports trace back to a recent change:

  • New browser or browser update — try a different browser to confirm
  • New phone, new install — sign in fresh, configure biometric again
  • New password — old saved password in the browser keychain still being suggested
  • Switched between staging and production servers in the mobile dev panel — passkeys and saved sessions do not carry across servers
  • A national admin or platform admin recently changed your role, scope, or module configuration

If any of these apply, the fix is usually obvious once the change is identified.

4. Which role are you in, and which module?​

The same error message can mean different things depending on your role and which module the failing page belongs to. Have ready:

  • The page URL (or a description of where you are)
  • Your role for the org you are in (member / officer / regional admin / national admin / platform admin)
  • The action you were trying to take

This is the minimum information any admin or support person needs to help. Without it, the most common follow-up question is "what role are you?" before anything else happens.

5. Is the error in your control?​

Some problems are yours to fix; some are not. The split:

In your control:

  • Forgotten or recently-changed password — use the password-reset flow
  • Stale browser session — sign out and back in, or use an incognito window
  • Saved file not uploading — check the file size and type against the page's accepted formats
  • Wrong device — switch between phone and desktop to confirm whether the problem is device-specific
  • App version out of date on mobile — update from the App Store or Play Store

Not in your control:

  • An entire module is disabled for your org — only a platform admin can change this
  • Your role does not include the action you are trying to take — only a national admin can change your role
  • The platform default AI provider is failing for everyone — only a platform admin can switch it
  • An SSO integration is broken — your national admin needs to update the SSO configuration

If the problem is in the "not in your control" group, skip to "Who to contact" below.

6. Did you read the per-page guidance?​

Every page in For Members, For Chapter Officers, and For Org / National Admins has an "Errors and edge cases" and a "Troubleshooting" section near the bottom. These cover the things that go wrong specifically on that surface. If you are stuck on a particular page, look there first — the answer is often page-specific.

Specific surfaces with concentrated guidance​

A short index for jumping to the right place when you already know which area the problem is in:

Sign in​

Most non-error sign-in questions live in Signing in. The two things that come up often enough to call out here:

"Account pending assignment"​

You do not yet belong to a chapter. Contact your chapter or national admin and ask them to assign you. Until they do, you can sign in but not see much.

Passkey-specific issues​

  • "Sign in with a passkey" button does not appear — your browser or device does not support WebAuthn. Old browsers, IE, very old Safari, and some locked-down corporate environments do not. Sign in with email and password instead, then enroll a passkey from a device that supports it.
  • "No passkeys found" — you have not registered a passkey on this device or browser yet. Sign in once with email and password, then go to Account settings → Security → Passkeys to enroll.
  • "Credential not recognized" — usually the platform does not have your passkey on file (deleted, or never registered for this account). Sign in with email and password and check Account settings → Security → Passkeys. If the passkey is listed but still does not work, delete it and enroll a fresh one — the credential's signature counter may have regressed after a device restore, which the server rejects as a clone-protection measure.
  • "No matching account" on iPhone or Android — the associated-domain check failed. Confirm you are signed in to the production hostname (not staging, not the LAN dev URL — passkeys do not share across hosts). Force-restart the app if you recently switched server selection on the dev panel.
  • Lost the only device with a passkey — sign in with email and password from another device and enroll a new passkey there. If you do not have a password (SSO-only account), sign in via SSO from another device first. As a last resort, ask a national admin for an admin-initiated password reset.

Biometric not working on mobile​

  1. Toggle Account settings → Security → Biometric off, then back on.
  2. Sign out and sign back in with email and password.
  3. Re-enable biometric.

If still not working, your OS may have invalidated the biometric enrollment (for example, after a fingerprint or Face ID update). Re-enroll biometrics in your device settings and try again.

When to contact whom​

GreekManage problems generally need one of four people. Pick the lowest one that has the power to act:

Your chapter officer or president — for anything chapter-internal: a forum you need access to, an event RSVP question, a dues invoice you do not see, a chapter document you need permission to view. They have officer powers for your chapter.

A national admin — for org-wide issues: SSO configuration drift, a role change, a missing custom field, billing structure, a chapter that needs to be created or assigned to a region, anything involving multiple chapters at once. They can also act on your chapter if the chapter officer is unavailable.

A regional admin — for things scoped to your region: a chapter inside the region that needs attention, a regional admin's scope question. If your problem crosses regions or hits org-wide settings, escalate to a national admin instead.

A platform admin — for platform-tier issues: a module that needs to be enabled or disabled, a new organization to be created, the cross-org audit log, AI provider configuration at the platform level, mobile beta access, the platform email provider, the feedback inbox. Platform admins also handle any "the whole platform is down" kind of report.

If you are not sure who to contact, your chapter officer is a safe first stop — they know who in your org handles what and can route you correctly.

How to report a bug​

When something is genuinely broken (not a usage question), submitting a bug report is the right move. There are two surfaces:

From the user menu — feedback widget​

Every signed-in page has a Feedback option in the user menu. Choose Bug as the type and include:

  • The URL of the page where it happened
  • What you were trying to do
  • What you expected to see
  • What you actually saw (an error message, an unexpected layout, missing data)
  • The approximate time you encountered the issue (so admins can correlate with logs)
  • Whether you can reproduce it, and if so the exact steps

If you took a screenshot, mention that — feedback submissions do not currently include screenshots inline, but you can describe the visual state and an admin can ask for the screenshot if needed.

Feedback goes to the platform admin feedback inbox. Org admins do not see these reports directly.

For platform admins​

Bug reports from end users land in the platform feedback inbox, which is a centralized queue. Triage from there. If a report turns out to be an organization-internal issue (e.g., a missing role assignment), reassign it to the relevant national admin rather than acting on it directly.

For platform-internal bugs (engineering issues, infrastructure incidents), the in-app feedback widget is not the right surface — use whatever issue tracker or incident channel your engineering team uses.

When all else fails​

The actions that resolve the most "stuck" reports, in order:

  1. Sign out and sign back in. Refreshes the session and forces a re-check of your role and module access.
  2. Try a different browser. Chrome, Firefox, and Safari behave differently in subtle ways. A working browser narrows the problem down to a browser-specific quirk.
  3. Open an incognito or private window. Eliminates extension conflicts and stale cookies.
  4. Switch to mobile data or another network. Rules out network-level blocks.
  5. Update your browser or app to the latest version. Out-of-date versions occasionally hit unfixable bugs that newer versions have already resolved.
  6. Contact your chapter officer. Whether or not they can fix it directly, they know how to route the question.
  7. Submit feedback. A short, accurate report is the most useful thing you can do once you have tried the above.

Last verified against v0.62.1 (2026-05-11).