Troubleshooting

Locked out or access paused

Signed in but shut out of an organization, or an invitation that will not open? Find the message, then ask the person who can fix it.

Who can get you back in

Problem	Ask
Access paused, or the organization’s trial ended	Org owner (plan and billing), or an Org admin (members)
Invitation problem	The person who invited you: an Org admin or Team lead
Server down, or sign-in method not offered	System admin (whoever runs your TeamHUD server)

Your access to an organization is paused

You are signed in and your account is fine. The organization has paused your membership, and the message says nothing more. Nothing is deleted: your messages and work are kept.

There are two causes.

An Org admin deactivated you. The server answers: Your access to this organization is paused. Ask an Org admin or the Org owner to reactivate you.

The organization’s trial ended and its Free plan is full. After the trial a Free organization keeps 3 people active: the owner plus the most recently active members. Everyone else is paused. The server answers: Your organisation is on the Free plan (limit 3 people). Ask an admin to upgrade. The Org owner can upgrade under Preferences, then Accounts, then Plans & billing.

What you will notice

The desktop app does not show a “paused” screen yet. For that organization you will notice:

Its teams, channels and calls stop loading or disappear from your lists.
If you were in a call, you are removed from it.
Joining a call, sending a message or opening a quest log fails without a clear reason.

Signing out does not fix a pause: ask the person above.

Other organizations on the same account are not affected. Switch to them from Preferences, then Accounts.

Your organization’s trial ended

You get a notification: <Organization>’s trial has ended. It is on the Free plan now, so Pro features are turned off.

That is separate from a pause. Pro features stop. Free features keep working, up to the Free seat limit above. The Org owner chooses a plan under Plans & billing.

An invitation will not work

You see one of these messages when you open an invitation.

Message	What to do
This invitation has expired. Ask the person who invited you to send a new one.	Ask for a fresh invitation.
This invitation has already been used or cancelled.	If you used it, just sign in. If not, ask for a new one.
This invitation was sent to a different email address. Sign in with the address it was sent to.	Sign out, then sign in with the invited address. See Account and sign-in.
This organization only accepts accounts that sign in with Slack (or Microsoft, GitHub, Google, or email and password). Sign out, then sign in that way to join.	Sign out, then use that Continue with button. The invitation stays pending.
This organization only accepts sign-in methods this server no longer offers. Ask an organization admin.	Ask an Org admin to change the sign-in rule.
The Free plan includes 3 members. Upgrade to add more.	The organization is full. Ask the Org owner to upgrade.
Your plan includes N seats and all are in use. Buy more seats or deactivate a member.	Ask the Org owner to buy seats or free one.
Invitation not found	The link is wrong, or the organization was archived. Ask for a new one.

Still stuck

Work through Troubleshooting, then send feedback with logs and name your organization.