Common Issues

Quick fixes for common problems in Glacis. If your issue isn't here, check Troubleshooting Workflow Errors for workflow-specific problems.

You're stuck at the login screen or not receiving the verification code.

Check your email address — make sure you're using the same email your admin invited you with.
Check your spam folder — the verification code email may have been filtered.
Try again — verification codes expire after a few minutes. Request a new one.
SSO users — if your company uses Single Sign-On, you should be redirected to your company's login page. If you see the email login instead, your SSO may not be configured yet. Contact your admin.

If none of this works, contact your Glacis admin or reach out to support@glacis.com.

Orders, shipments, or other records you expect to see aren't showing up.

Check you're on the right team — records belong to teams. Expand the correct team in the sidebar and click Orders (or Shipments, etc.).
Check your filters — if you have a filter or saved view active, it may be hiding records. Clear filters and try again.
Check the search — if you searched for something, clear the search box.
Check your workspace — if your company has multiple workspaces, make sure you're on the right one.

Someone sent an email to your Glacis address, but it's not showing up.

Verify the address — the email must be sent to your exact team address (e.g., procurement@yourcompany.glacis.com). Check for typos.
Wait a moment — emails typically appear within a few seconds, but can occasionally take a minute.
Check the right team — emails go to the team whose address was used. Check the correct team's Emails section.
Check spam/bounce — if the sender's email server rejected the address, the email never reached Glacis. Ask the sender to check their sent folder.

An external user says they can't access a shared link.

Check the expiry date — portal links can expire. Open the share settings and verify the link is still active.
Check permissions — make sure the record is shared with the right person or that general access is enabled.
Have them try again — portal links require the user to authenticate via email. If they're having trouble, ask them to clear their browser cache and try again.

Glacis feels sluggish or pages are taking a long time to load.

Check your internet connection — Glacis is a web application; a slow connection means a slow experience.
Try refreshing — press Ctrl+R (or Cmd+R on Mac) to reload the page.
Clear your browser cache — accumulated cache data can slow things down.
Check your filters — very broad views (all orders, no filters) load more data. Use filters to narrow the results.

If the issue persists, contact the Glacis team — it may be a server-side issue we need to investigate.

If you're stuck on something and can't find the answer in the docs:

Search the docs — use the search function to look for keywords related to your issue.
Ask your Glacis Champion — your Glacis admin may have the answer.
Contact us — we're happy to help with any issue, big or small.

If you have questions or run into issues, we're here to help: