Help and fixes
Find the problem you are seeing, and what to do about it. No technical knowledge needed.
17 of 44 answers shown
Staff portal (admin)
I forgot my staff password
Usually affects: Staff
Why: Passwords are reset by email.
What to do
- On the staff sign-in page press Reset password and enter your staff email.
- Open the link on the same device.
- If nothing arrives, check Spam, then ask the webmaster to resend.
My account says it is locked
Usually affects: Staff
Why: By default, 5 wrong passwords pause sign-in for 15 minutes (administrators can change this in Security).
What to do
- Wait for the pause to end, then try again.
- Or reset your password to start fresh.
If it continues: Administrators can review attempts in Activity & visits.
I signed in but cannot see anything
Usually affects: New staff
Why: A new account needs an administrator to give it a staff role first.
What to do
- Ask the administrator to add your role in Staff & roles.
- Sign in again after the role is added.
A page I expect is missing from my menu
Usually affects: Staff
Why: Your role does not allow that page. The menu only shows what your role may use.
What to do
- Check with the administrator which roles you hold.
- Ask for the page, or the role, to be added.
If it continues: Administrators can review the permission grid.
I was asked to change my password
Usually affects: Staff
Why: A temporary or expired password must be changed before using the dashboard.
What to do
- Follow the Change password page.
- Choose a password that meets the security policy.
My change did not go live
Usually affects: Staff
Why: Your role may need approval, or you were using the data-entry desk, where every entry waits for an administrator.
What to do
- Open Pending changes (or Approvals) and check for the entry.
- An approver opens it, compares, then approves or rejects with a note.
A member or ministry account tried the staff page
Usually affects: Members and ministry leaders
Why: Staff sign-in is only for parish staff. Other accounts are sent to the portal.
What to do
- Use the member portal or your ministry sign-in instead.
Data-entry clerk cannot sign in or lost their PIN
Usually affects: Data-entry clerks
Why: PINs are issued by the administrator and are never shown again.
What to do
- Ask the administrator to set a new PIN in Data-entry clerks.
- Never share a PIN.
A rejected entry came back
Usually affects: Data-entry clerks
Why: An approver rejected it with a note.
What to do
- Read the note, correct the record and send it again.
A page shows blank or "You don't have access" for one role
Usually affects: Staff
Why: The database refuses that table to the role.
What to do
- Ask the administrator to check the permission grid for that role.
If it continues: Webmaster checks the role and its row-level security.
The dashboard shows a dash instead of 0
Usually affects: Staff
Why: A dash means your role is not allowed to read that count. It is never a real zero.
What to do
- No action needed, or ask the administrator for access.
Live updates stopped or say Offline
Usually affects: Staff
Why: The live connection dropped.
What to do
- Press Refresh.
- Reload the page; live updates resume.
Any portal
The page shows "Checking your sign-in…" for a long time
Usually affects: Everyone
Why: The browser is waiting for the sign-in check, usually on a slow or dropped connection.
What to do
- Wait about 20 seconds on mobile data.
- Check your internet connection, then reload the page.
- If it keeps spinning, sign out and sign in again, or try a private/incognito window.
If it continues: If it happens on every device, tell the webmaster; it may mean the database is slow or down.
A message says the site is under maintenance
Usually affects: Everyone except admins
Why: Maintenance mode is on. It stays on until an administrator switches it off, and anyone who is not an admin is signed out.
What to do
- Nothing is broken. Come back later.
- Administrators can still sign in to switch maintenance off (Webmaster Tools).
If it continues: Ask the webmaster how long the maintenance will last.
I was signed out suddenly
Usually affects: Everyone
Why: Sessions end after a period of inactivity, or an administrator used "sign out everyone", or maintenance mode started.
What to do
- Sign in again.
- Re-enter any form you were filling in; unsaved work may be lost.
If it continues: If it happens within minutes of signing in, tell the webmaster.
Pages look broken, old, or will not update after a release
Usually affects: Everyone
Why: The browser is holding an older copy of the site.
What to do
- Reload with Ctrl+Shift+R (Cmd+Shift+R on Mac).
- On a phone, close the tab and reopen the site.
- If you installed the portal to your home screen, remove it and add it again.
The Sign in button stays greyed out
Usually affects: Everyone
Why: The security check (Turnstile) has not finished, or it is being blocked.
What to do
- Wait a few seconds.
- Switch off ad-blockers or privacy extensions for this page.
- Check your connection and reload.
If it continues: If it never enables on any device, the webmaster must check that the site address is allowed in the Turnstile settings.
Still stuck?
Call the parish office (Monday, Friday, 9:00am, 4:00pm) or write to us.