# Troubleshooting

Narrow down a problem and gather the information needed to resolve it.

## You cannot sign in

Check that you are using the intended account and the normal sign-in page. Use the password-recovery flow if necessary. Do not share your password or a recovery link.

If a connection authorization returns you to an error, start the connection again from Settings instead of reusing an old callback URL.

## A profile photo will not upload

| What you see | What to check |
| --- | --- |
| Unsupported file | Use JPEG, PNG, WebP or GIF. |
| File too large | Use a file no larger than 5 MB. |
| Could not prepare the upload | The preparation request failed. Retrying the same file repeatedly may not help. |
| Picture appears unchanged | Wait for completion, then refresh Settings and check the sidebar. |

## Check the scope of the issue

Review the service-health guide when multiple features are unavailable. A successful health check does not rule out an account-specific problem.

For a failed write, check whether the result already exists before retrying. This is especially important for messages and workflows.

## Report useful details

- The page and action that failed.
- The exact error message, with private information removed.
- The time and timezone when it happened.
- Your browser and device, plus whether the issue happens after refreshing.

> **Keep private information private**
> Do not include passwords, tokens, cookies, recovery links, raw customer records or confidential meeting content in a report.