Troubleshooting & FAQ
Quick answers to the questions we hear most.
Sign-in and accounts
I can't log in. Check the email spelling first, then use Forgot your password? on the login page. If you migrated from the previous INTEBEE version, your old password doesn't carry over. Sign in with your email address anyway: until you have set a password, the login form takes you to the 6-digit code screen whatever password you type. Enter the emailed code and set a new password. The Set my password button in the renewal email opens the same flow with your address filled in.
The password reset email (or sign-up code) never arrived. Check spam first. To protect your inbox, each address is sent a reset link at most once a minute and five times an hour (the sign-up confirmation code works the same way — whether it is sent by submitting the sign-up form again or by Resend code). Asking again sooner shows the same "check your email" message but sends nothing new — the link or code already sent is still valid. If nothing arrived, wait a minute and try once more.
There is also a limit per network (one internet connection — a whole office usually shares one), counted separately for reset links, first-login codes and sign-up codes. When it is reached the page says "Too many emails have been requested from your network. Please try again in about {minutes} minutes." instead of "check your email": nothing was sent, so wait the time shown and ask again.
The invitation email never arrived. Check spam first. Then ask the inviter to open the Team page and use the Pending invitations card: Resend sends the mail again (and renews the 7-day expiry), and Copy link hands them the invitation link to paste into a chat message instead. Re-typing the same address into the invite form is refused with "An invitation has already been sent to this email." — Withdraw the pending one first if you really want to start over. Corporate filters sometimes hold external mail; whitelisting the INTEBEE sender fixes it permanently. See Invite team members.
My invitation link says it has expired. Invitations are valid for 7 days. Ask whoever invited you to press Resend in the Pending invitations card on the Team page — that renews the link for another seven days and re-sends the mail. Nothing is lost; you do not need a new address.
I hit a plan limit. Limits apply to creating new items only (how limits work). The error message names the limit; an admin can upgrade from the Subscription page — existing data is never deleted either way.
Documents
The Export dialog has the wrong sheets in it. The dialog exports what the Spec Sheets list is showing. Filter or select the rows you want first, then click Export — the item codes going into the document are listed at the top of the dialog so you can check.
My PDF export is missing images. Confirm the sheets actually have a main image set, then re-export. Very large books render in the background — wait for the row in Spec Sheet Export History rather than re-clicking.
A field is cut off on the printed sheet. Compact layouts truncate very long free-text. Switch to a fuller view or template, or shorten the field.
The exported document shows old data. Exports are snapshots. Re-export after editing, and share the newest row in the history.
My export has disappeared. Generated files and their history are kept for 48 hours. Generate it again, and archive anything you issue — see Backup and export.
AI features
AI features say I'm out of credits. Your workspace used its monthly allowance. Wait for the monthly reset, or (on paid plans) buy a credit pack — see AI credits explained.
An AI result looks wrong. AI output is a researched draft, not a guarantee. Fix the fields before issuing, and prefer pasting the manufacturer's product URL for the most accurate results. Use the Send feedback link beside the feature to tell us about it — see Help, tours and feedback.
Documents and item codes
Item codes changed on sheets I had already issued. Something ran Regenerate All Item Codes. It renumbers every sheet in the project, and it also runs automatically when you change Item Code Logic or the zero-fill setting in Project Settings. Check the project activity log, and treat those settings as pre-issue only.
Still stuck?
Ask the INTEBEE Assistant (the chat bubble in the corner), search this Help Center (the box on every page, or ⌘K in the app), or email support@intebee.com — include the project name and, for document issues, the export you're looking at.
