# Troubleshooting

Fixes for the most common problems with access, the bot, role sync, DMs and imports.

Start with **Settings → Integrations → Check the bot** (Super Users). It tests the live setup in your
server and tells you how to fix most problems below.

## Signing in and access

**My server isn't in "Your organizations".**
Click **Refresh servers**. The Crew bot must be in the server (invite it from
[crew.noyralabs.com/invite](https://crew.noyralabs.com/invite)), and you must be a member with a role that gives access.

**Someone can't open the organization.**
None of their Discord roles gives access. Add their role to your role list, or give it an access level
under **Settings → Roles & access → Other Discord roles with access**.

**Someone still has access after their role was removed.**
Crew re-checks roles every few minutes. Wait five minutes. If it persists, check that the **Server
Members Intent** line passes in **Check the bot**.

**Every Discord admin is a Super User.**
That's by design until a role gives **Super User** access. Give it to your leadership role in
**Settings → Roles & access**.

**Crew asks me to sign in again.**
Sensitive actions need a sign-in from the last 15 minutes. Sign in and try again.

## Roles and the bot

**Promotions in Crew don't change the Discord role.**
The Crew bot's role must be **above** that role in **Server Settings → Roles**, and the bot needs
**Manage Roles**. Roles with moderation or admin permissions are never handed out (they show as
**Discord-managed**).

**Roles given in Discord don't show up in Crew.**
The role must be linked to a Crew role, and **Server Members Intent** and **Bot online** must pass
in **Check the bot**. Click **Sync from Discord** to catch up on changes.

**Department roles aren't given out.**
Turn on **Sync department roles** under **Settings → Departments**, pick a role for each department,
click **Save**, and make sure the bot's role is above those roles.

**`/crew` commands are missing.**
Restart Discord. If they're still missing, **Check the bot → Slash commands** says what's wrong; ask
in the support Discord if it keeps failing.

## Notifications

**I don't get DMs from Crew.**
Allow direct messages from that server's members in Discord, and check that DMs are on under
**Requests → Notifications**. Notifications that couldn't be delivered are waiting in the app.

**My manager isn't told about my requests.**
Your profile needs a **Manager**, and their profile must be linked to their Discord account.

## Members and imports

**I can't link someone's Discord account.**
They must be in your server, and their Discord account can't already be linked to another profile.

**The CSV import is rejected.**
Nothing is imported until every row is valid. Read the row numbers in the error list. The usual
causes are a department, unit or role name that doesn't exist yet, a date that isn't `YYYY-MM-DD`,
or the same Discord ID twice. See [Members and profiles](/crew/members#importing-from-a-csv-file).

## Activity, jobs and integrations

**An activity entry doesn't count.**
It's waiting for approval, or it was rejected. Check its status on the **Activity** page.

**Applicants can't apply.**
They must be in your Discord server and sign in with that account. Check the job is still open.

**A job ping didn't notify anyone.**
Give the Crew bot **Mention Everyone**, or make the role mentionable.

**My webhook was paused.**
After 10 failed deliveries in a row, Crew pauses the webhook. Fix your endpoint (it must answer 2xx
within 10 seconds), check **Deliveries**, then turn it back on.

**The API answers 401 or 403.**
`401`: the key is wrong or was revoked. `403`: the key lacks the scope for that endpoint, or the
organization is archived.

## Still stuck?

See [Getting help](/crew/support).

Source: https://docs.noyralabs.com/crew/troubleshooting