Troubleshooting

Common issues and how to resolve them. If something here doesn't fix your problem, contact support.

Login issues

I can't log in

1. Check your email and password — make sure caps lock is off and there are no extra spaces.

• Reset your password — use Forgot password on the login page if you're unsure.
• Clear your browser's cache and cookies, then try again.
• Try a different browser — an extension may be interfering.
• Check your internet connection.

  I forgot my password

  1. Click Forgot password on the login page.

• Enter your email address.
• Open the reset email Heyweek sends you and follow the link.
• Create a new password.

  Performance issues

  Heyweek feels slow

  1. Browser — clear your cache, disable unneeded extensions, and update to the latest version.

• Large amounts of data — narrow the date range in reports and use filters to show less at once.
• Connection — check your internet speed and, if possible, try a wired connection.

  Pages won't load

  1. Refresh the page and try again.

• If you use a VPN or firewall, try disabling it temporarily to rule it out.
• Check whether the issue happens in a different browser or on another device.

  Saving and syncing

  My changes aren't saving

  1. Check your internet connection.

• Look for any error message on screen.
• Refresh the page.
• Log out and back in.
• If it continues, contact support.

  Data isn't matching between devices

  1. Make sure you're signed in to the same account and workspace on each device.

• Refresh the web app, or pull down to refresh on mobile.
• If the difference persists, contact support.

  Mobile app issues

  The app crashes or won't open

  1. Update to the latest version of the app.

• Restart your device.
• As a last resort, reinstall the app.
• Check for operating system updates.

  Notifications aren't arriving

  1. Device settings — make sure notifications are allowed for Heyweek (iOS: Settings → Notifications; Android: Settings → Apps → Heyweek).

• In-app settings — open Heyweek's notification settings and enable the ones you want.

  Calendar sync

  My calendar isn't syncing

  1. Open your integration settings, disconnect the calendar, and reconnect it.

• Make sure Heyweek has permission to access your Google or Microsoft calendar.

  Common messages

  "Session expired"

  Your sign-in timed out for security. Log in again to continue.

  "Permission denied"

  You don't have access to that item. Your role may not allow it — ask a workspace Owner or Admin.

  "Invalid data"

  Check your input for missing required fields and correct date formats.

  Getting more help

  If you can't find a solution here:

  1. Browse the rest of the documentation and the FAQ.

• Contact support and include a description of the problem, any error messages, and screenshots if you can.

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  Need more help? Contact our support team.