> ## Documentation Index
> Fetch the complete documentation index at: https://guide.bajeti-ufahamu.org/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ & Troubleshooting

> Symptom-based answers to common problems.

## Login & Access

<AccordionGroup>
  <Accordion title="I didn't receive my invitation email or SMS">
    Check spam/junk folders for email, and make sure the phone number on file is
    correct. If it still hasn't arrived, ask whoever is onboarding you to resend
    the invite. See [Invite a user](/knowledge-base/webapp-users#invite-a-user).
  </Accordion>

  <Accordion title="I received an onboarding invitation but nothing happens when I click it">
    Invitation links are single-use and expire after a while. If you've already
    completed onboarding, clicking it again won't do anything. Try logging in
    directly instead. Otherwise, ask whoever invited you for a fresh link, and
    make sure you're opening the link exactly as sent (a link broken across
    lines by email/SMS forwarding won't work).
  </Accordion>

  <Accordion title="My invitation link says 'Invalid or expired token'">
    Ask whoever invited you to generate a new onboarding link. See [Accepting an
    invitation](/knowledge-base/getting-started#accepting-an-invitation).
  </Accordion>

  <Accordion title="I didn't receive my OTP code">
    Wait for the resend cooldown shown on screen before requesting another. If
    it still doesn't arrive after a couple of tries, confirm your phone number
    is correct on your account and contact your Facilitator or Coordinator.
  </Accordion>

  <Accordion title="I forgot my password">
    Use **Forgot password?** on the login page. See [Forgot / reset
    password](/knowledge-base/getting-started#forgot-reset-password).
  </Accordion>

  <Accordion title="My account was deactivated and I can't log in">
    There's no self-service reactivation. Contact your Facilitator or
    Coordinator to reactivate your account. See [Activate or deactivate a
    user](/knowledge-base/webapp-users#activate-or-deactivate-a-user).
  </Accordion>
</AccordionGroup>

## Roles, Permissions & Location

<AccordionGroup>
  <Accordion title="Why can't I change my own role, location, or account status?">
    Only Facilitator and above can change these fields, even for their own
    account. Ask your Facilitator or Coordinator to make the change.
  </Accordion>

  <Accordion title="I've been added to the wrong location. What should I do?">
    Contact your Facilitator or Coordinator to correct it. See [Edit a
    user](/knowledge-base/webapp-users#edit-a-user). You can't change your own
    location.
  </Accordion>

  <Accordion title="I was invited with the wrong role">
    Role is locked in at onboarding and can't be self-corrected. Ask whoever
    invited you (or any Facilitator and above) to update it via [Edit a
    user](/knowledge-base/webapp-users#edit-a-user).
  </Accordion>

  <Accordion title="Why can't I invite someone into a certain role?">
    You can only invite roles at or below your own level (SuperAdmins are the
    exception. They can also invite other SuperAdmins). Ask someone at a higher
    level to send that invite instead.
  </Accordion>

  <Accordion title="Why don't I see Approve/Reject buttons on a document?">
    Document approval is limited to Coordinator and SuperAdmin. Facilitators and
    Champions can view and download but not approve. See [Approve a
    document](/knowledge-base/webapp-documents#approve-a-document).
  </Accordion>
</AccordionGroup>

## Flows

<AccordionGroup>
  <Accordion title="Why can't I create or edit a flow?">
    Creating and editing flows needs Facilitator and above, within your assigned
    location scope. A Facilitator can only act within their county, a
    Coordinator within their region.
  </Accordion>

  <Accordion title="Where's the Archive button for a flow?">
    There isn't a separate button. Edit the flow and set its **Status** to
    **Archived**. See [Archive a
    flow](/knowledge-base/webapp-flows#archive-a-flow).
  </Accordion>

  <Accordion title="I'm not able to see a Complete button for certain stages">
    Some stages are auto-managed and complete themselves based on another action
    (for example, "Budget document upload" completes once that document is
    uploaded). There's no manual button for those. See [Stage
    instructions](/knowledge-base/webapp-flows#stage-instructions) for which
    stages are auto-managed.
  </Accordion>
</AccordionGroup>

## Documents

<AccordionGroup>
  <Accordion title="Why did my document upload fail?">
    Only PDF files are accepted, and required fields vary by document type (for
    example, Budget Documents need a Deadline). Check [Upload a
    document](/knowledge-base/webapp-documents#upload-a-document) for what's
    required for your document type.
  </Accordion>

  <Accordion title="I uploaded the wrong document. How do I remove it?">
    There's no delete, only the person who uploaded it (or a SuperAdmin) can
    archive it. Open the document from the Documents tab and use the archive
    action from its **⋮** menu.
  </Accordion>

  <Accordion title="Why is my document stuck on 'Under Review'?">
    It's waiting on a Coordinator or SuperAdmin to approve or reject it. See
    [Approve a document](/knowledge-base/webapp-documents#approve-a-document).
  </Accordion>
</AccordionGroup>

## Feedback

<AccordionGroup>
  <Accordion title="Why isn't feedback I collected showing up in Analytics?">
    Analytics needs an infopack uploaded to the flow and analysis to actually be
    run. Feedback existing on its own isn't enough. See [The Analytics
    tab](/knowledge-base/webapp-analytics#the-analytics-tab).
  </Accordion>

  <Accordion title="What does 'Validate' actually do to a feedback item?">
    It marks the item as reviewed. It doesn't change or hide the content. See
    [Validate feedback](/knowledge-base/webapp-feedback#validate-feedback).
  </Accordion>
</AccordionGroup>

## Analytics

<AccordionGroup>
  <Accordion title="Why can't I run analysis on a flow?">
    The most common cause is a missing infopack. Analysis needs one uploaded to
    the flow first. See [Run
    analysis](/knowledge-base/webapp-analytics#run-analysis).
  </Accordion>

  <Accordion title="Analysis has been running for a long time. Is it stuck?">
    Analysis time depends on how much feedback there is to process; the progress
    bar and stage label should keep moving. If it stays at the same stage for an
    unusually long time, try again or contact support.
  </Accordion>

  <Accordion title="What's the difference between the Summary and Full PDF report?">
    Summary shows the top 2 insights per topic; Full shows every insight. See
    [Download a PDF
    report](/knowledge-base/webapp-analytics#download-a-pdf-report).
  </Accordion>
</AccordionGroup>

## WhatsApp Bot

<AccordionGroup>
  <Accordion title="I'm trying to add images but they're not being saved">
    Images have to be sent together with feedback text. An image on its own has nothing to attach it to and won't be saved. Send your feedback text with the image(s), and if it's still not saving after that, contact your admin.
  </Accordion>

  <Accordion title="When I text the WhatsApp bot, I get an error saying I don't have an account">
    The bot matches you by phone number against an existing account. If your number isn't registered yet, or doesn't match what's on file, you'll need to be onboarded first (or have your registered number corrected). See [Invite a user](/knowledge-base/webapp-users#invite-a-user).
  </Accordion>

  <Accordion title="I'm not able to add feedback with inclusivity tags via WhatsApp">
    Start your message with the tag name followed by a colon, e.g. `Women: <your feedback>`. Valid tags are Women, Youth, Persons with Disabilities, and Elderly (feedback without a tag defaults to General).
  </Accordion>

  <Accordion title="I can't see all the flows on WhatsApp">
    The bot only knows about active flows within your location scope. To see every flow you have access to, use the webapp's [Flows page](/knowledge-base/webapp-flows#the-flows-page). If you think you're missing a flow you should see, contact your Facilitator.
  </Accordion>

  <Accordion title="The bot replied in the wrong language">
    Language is set at the start of a WhatsApp session. End the current session and start a new one to pick the language again.
  </Accordion>

  <Accordion title="The bot asked me to pick a flow I don't recognize">
    This happens when more than one flow matches your context. Pick the one your Facilitator told you about. If you're unsure, ask them before continuing.
  </Accordion>
</AccordionGroup>