Most technical problems can be sorted out in a few minutes. This article is organised by the issue you are seeing, so you can scroll to the relevant section and follow a few targeted steps. If those do not fix it, each section tells you how to reach us so we can help.
First, a few quick checks
These resolve a surprising number of issues, whatever the problem:
- Refresh the page, then log out and back in.
- Make sure your browser is up to date. We recommend Google Chrome, which tends to be the most reliable with It's Complicated.
- Try the same action in a private or incognito window, or on another device.
- If the problem continues, clear your It's Complicated cookies and cached data.
Video calls: trouble joining or waiting room errors
If a client cannot join a session, or sees an error in the Waiting Room:
- Ask the client to refresh and rejoin from their link, and to check they are on an up-to-date browser (Chrome works best).
- Confirm you have both allowed camera and microphone access in the browser.
- If it keeps failing, ask the client to try a different browser or device.
Video calls have their own detailed guide, so for anything beyond the basics see Troubleshooting technical issues with your calls.
Uploads not working
If a document, certificate or profile video will not upload, or the upload option is missing:
- Check the file meets the accepted format and size. Large video files can time out on a slow connection.
- Try a different browser or an incognito window, and temporarily turn off ad blockers or extensions, which can block uploads.
- If the upload option itself is missing, it can depend on your account status or where you are in onboarding. If it still does not appear, contact us and we will check your account.
Audio or microphone not working
If your microphone or audio is not working during a call, especially on a Mac using Safari:
- Check that your browser has microphone permission. On a Mac, open System Settings, then Privacy & Security, then Microphone, and make sure your browser is switched on.
- Safari can be less reliable for calls, so try Google Chrome instead.
- Make sure the right microphone is selected, and close other apps that might be using it.
For more, see Troubleshooting technical issues with your calls.
Login problems
If you cannot log in:
- After several failed attempts, your account may be locked for a short time as a security measure. Wait a few minutes and try again.
- If you are unsure of your password, reset it. See Managing account login issues.
- If login is not working on your phone, update your browser, clear its cache, or try logging in from a computer.
If you are still locked out, contact us and we will help you regain access.
Not receiving email notifications
If notification emails are not arriving:
- Check your spam or junk folder, and add It's Complicated as a safe sender or contact.
- Open Settings then Notifications and make sure the Email toggle is on for the notifications you want to receive. Some cannot be switched off, as they are needed for account, billing or legal reasons.
- Make sure the email address on your account is correct and verified.
If emails are still not arriving after checking these, reach out to us and we will look into it.
Password reset email not arriving
If your password reset email does not come through:
- Check your spam or junk folder.
- Make sure you are requesting the reset for the email address on your account.
- Wait a couple of minutes and request it again, adding us as a safe sender.
See also Managing account login issues. If it still does not arrive, contact us.
Still need help?
If you have tried the steps for your issue and it is still not resolved, get in touch through our contact form. To help us fix it as quickly as possible, please include:
- A clear description of the problem and any error messages you have seen.
- A screenshot of the issue if you can.
- The browser, device and operating system you are using (for example, Chrome on a Windows laptop, or Safari on an iPhone).
We will get back to you as soon as we can.