Troubleshooting
1. "You don't have access to this project"
Cause: You are not a member of the project or your role does not allow the action you tried.
Resolution:
- Ask the project Owner or Admin to add you to the project via the project's Team tab
- If you are an org-level Owner or Admin, you should already have implicit access — verify your org role in Admin → Settings → Team
- If your org role was recently changed, log out and back in to refresh your session
2. Time entries are missing from the PSA export
Cause: Time entries must be approved before they can be exported. Unapproved entries do not appear in the export queue.
Resolution:
- Go to Time Entries → filter by Approval: Pending
- Have a Manager, Admin, or Owner approve the entries
- Return to the project's Time tab and retry the export
Also verify the project has a linked PSA contract — export without a contract link will prompt you to link one first.
3. PSA contract/ticket search returns no results
Cause: PSA integration is not configured, or the credentials are wrong.
Resolution:
- Go to Admin → Settings
- Confirm PSA Tenant ID, PSA API URL, and PSA Integration Key are all set correctly
- Test by attempting a contract search again
- If the problem persists, regenerate the integration key in PSA (Settings → Integrations) and update it here
4. Client can't log in to the portal
Causes and fixes:
| Symptom | Fix |
|---|---|
| Client says invite link doesn't work | Invite links are single-use. Go to Admin → Portal, find the user, click Resend Invite |
| Client says magic link didn't arrive | Check their spam folder. Magic links expire after 15 minutes — request a new one |
| Client activated their account but can't log in with password | Use Forgot Password on the portal login page, or resend an invite to reset credentials |
| Client can log in but sees no projects | Verify the projects are linked to their client record. Open each project → check the Client field matches the portal user's client org |
5. Budget shows as $0 even though time has been logged
Cause: The time entries may be marked as non-billable, or the billing rate is set to $0.
Resolution:
- Go to the project's Time tab
- Review time entries — check the Billable column
- If entries are non-billable that should be billable, edit each entry and toggle billable on
- Check the Billing Rate on each entry — a rate of $0 means cost is $0 regardless of hours
- Re-save the entries. The actual cost will update on the Overview tab.
6. Milestone can't be marked as Completed
Cause: The milestone has one or more dependencies that are not yet Completed.
Resolution:
- Open the milestone
- Review the Dependencies list
- Complete or cancel each blocking dependency milestone first
- Return to this milestone and mark it Complete
Also check that the milestone status isn't already Cancelled — cancelled milestones cannot be moved to Completed without first setting them back to Pending or In Progress.
7. Dragging tasks on the board doesn't save
Cause: A network error or session timeout prevented the reorder from saving.
Resolution:
- Refresh the page (your drag will revert to last-saved order)
- Try the drag again
- If it continues to fail, check your network connection
- If the problem is consistent, log out and back in to refresh your Hub SSO session
8. Template is not creating milestones or tasks
Cause: The template may have been saved without any phases or milestones defined, or the builtin template has no tasks defined for the selected engine.
Resolution:
- Go to Templates in the left sidebar
- Open the template you selected
- Verify it has phases defined and each phase has milestones and tasks
- If it's a builtin template, try a different builtin or start from Blank and add structure manually
9. Project number not incrementing (stuck on PRJ-000001)
Cause: The project number counter is set per organization. If multiple projects were created simultaneously, or if the counter was reset, numbers may appear to not increment.
Resolution:
- Go to Admin → Settings
- Check the Project Number Prefix field — ensure it's set correctly
- The counter increments at the database level; it will not show gaps even if projects are archived
- If you see a duplicate number, contact support — duplicate project numbers indicate a data integrity issue
10. Search returns no results for a project I know exists
Causes:
| Cause | Fix |
|---|---|
| Project is archived | Archived projects are excluded from default search. Filter by Status: Archived to find it |
| Project belongs to a different client than expected | Clear all filters and search by project number (e.g., PRJ-000042) |
| Project is from a different org | You may be logged in to the wrong org — check the org name in the header |
| Search index lag | Newly created projects may take a few seconds to appear in search results. Wait 30 seconds and retry |
11. "Integration key invalid" error when loading PSA health data
Cause: The PSA integration key has expired or been rotated in PSA.
Resolution:
- In The One PSA, go to Settings → Integrations
- Regenerate the Projects integration key
- In The One Projects, go to Admin → Settings
- Update the PSA Integration Key field with the new key
- Save
12. Engine terminology isn't showing correctly (still showing "Task" instead of "Deliverable")
Cause: Engine customization may not be saved, or the browser is caching old configuration.
Resolution:
- Go to Admin → Engines
- Select your engine
- Verify the terminology fields are filled in correctly
- Save
- Hard-refresh the browser (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows) to clear the cache
When to Contact Support
Contact The One Stack support if:
- You see a project number duplicated across two projects (data integrity issue)
- A time entry shows as exported to PSA but does not appear in PSA (sync failure)
- A portal user can see projects belonging to a different client (data isolation issue)
- The system is unresponsive for more than 5 minutes during business hours (availability issue)
For all other issues, the steps above should resolve the problem. Check the API Reference for integration-specific error codes.