Frequently asked questions

Check the status of the connection under Settings > Integrations > Email. If it says Reconnect needed, connect again. If it says Connection failed, read the Last error:. See Connect email.

Then the customer probably sent a new email instead of replying, or removed the case number from the subject. Merge the two cases, see Merge.

Then you have a role without the Also view colleagues' cases permission, for example Member (own work only). You then only see the cases and tasks assigned to you. If you need to see more, ask your administrator to change your role. See Members and roles.

Do you see Your organisation only allows signing in with Microsoft, not with a password.? Then your organisation has made SSO required. Type your email address and click Continue with Microsoft. See Signing in with your Microsoft account.

If your password is simply no longer right, use Forgotten your password? on the sign-in page.

Sign in with one of your recovery codes. Then turn two-factor authentication off and on again with your new phone. If you have no recovery codes left either, email us at service@yusral.com.

Your organisation has made two-factor authentication required for everyone who signs in with a password. Set it up on the screen you see, with an authenticator app on your phone. After that, you can carry on working straight away. See Password and two-factor authentication.

A case, relation or contact is in the Trash, as long as nobody has deleted it permanently from there. A task, a note or a document is gone straight away and can't come back.

That feature belongs to the Professional subscription. Whoever manages billing can switch straight away with View subscriptions. See Subscription and billing.

Click Try again. If it keeps happening, email us at service@yusral.com with the Reference shown on the screen, for example K7QF-3M9P. Copy reference puts it on your clipboard. With that reference, we can find out what went wrong.

If a list or a panel says This couldn't be loaded, the connection or our server dropped for a moment. Click Try again.

The link is old or was typed wrong. Click Go back or Go to the dashboard, or go straight to your cases, tasks, relations or contacts.

An administrator has removed you from that organisation. If you also work for another organisation, you land there. Otherwise, you can create your own organisation, or ask the administrator to invite you again.

Then Yusral is locked for your organisation until the subscription is sorted out. Your data is kept. If you manage billing, click Go to billing. Otherwise, ask an administrator to sort it out. If you also work for another organisation, Go to … takes you straight there. See Subscription and billing.

Yes, in your phone's browser. Add it to your home screen for an app-like feel and for push notifications. See Tour.

Yes. Under Profile > General, under Appearance, choose Dark, or System to follow your device. See Profile and language.

Request an export under Settings > Data. You get an email when it is ready. See Your data.

Under Settings > Billing > Open customer portal. See Subscription and billing.

Remove that person under Settings > Members. They lose access straight away, and their cases and tasks stay. Give those a different assignee. If they created API keys for an integration, those stop working. Create them again with a different account.