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3. FAQ and troubleshooting

FAQ and troubleshooting

Quick answers to the questions people ask most, and what to do when something isn't working.

Signing in#

I didn't get the sign-in email#

1. Wait a minute or two, then check your spam or junk folder. The email comes from dashboard@refresh.gg.
2. Check you typed the same address we invited. For security, the page says "Check your email" whatever address you type, so a typo won't show an error.
3. Press Resend link once its one-minute countdown finishes. Any earlier links still work, so use whichever email arrives first.
4. If you've asked for 5 links in 15 minutes, the button asks you to wait. Use one of the links you already have, or try again later.
5. Still nothing? Message or email us and we'll check your address is set up correctly.

I typed the wrong email address#

On the "Check your email" page, press Use a different email and enter the right one.

The page says "Link didn't work"#

The link has either run out (they last 15 minutes) or already been used (they work once). Press Get a new link and use the new one straight away.

I opened the link on my phone but wanted to use my laptop#

The link signs in whichever browser opens it. Ask for a new link on your laptop, then open the email on your laptop.

Why was I signed out?#

You stay signed in for 30 days on each browser. After that, or if you signed out, cleared your browser's cookies or used a private window, you'll need a new link.

It says "You are not on any projects yet"#

Your account exists but hasn't been added to a project yet. Ask your contact at Refresh.

Messages#

My message says "Not sent"#

Your connection dropped before it got through. Press Try again once you're back online, or Discard to delete it.

It keeps saying "reconnecting…"#

The dashboard has lost its live connection, usually because of patchy Wi-Fi or a laptop waking from sleep. It reconnects by itself. If it doesn't within a minute, refresh the page.

Can I edit or delete a message?#

Not yet. Tell us and we'll remove anything that shouldn't be there.

Requests and approvals#

I approved something by mistake#

Reply in the request's conversation or send us a message, and we'll move it back.

What's the difference between "Approve" and "Approve quote"?#

Approve says finished work is good and closes the request. Approve quote agrees a price for extra work so we can start it.

Who on our side can approve things?#

At the moment, anyone from your business who's on the project. If you'd like only certain people to approve, tell us.

It says "Someone else just updated this request"#

A colleague (or someone at Refresh) changed the request a moment before you. Close it, reopen it and check its new status.

Files#

My file won't upload#

Files can be up to 25 MB. For bigger files, use a file transfer service or a shared folder and pin the link instead. See Pinned links and files.

Who can see the files I upload?#

Only the people on your project, while they're signed in. See Who can open them.

Access and privacy#

Can other Refresh clients see my project?#

No. People only ever see the projects they've been added to. Every page, message, request and file is checked against that.

Someone has left our business. What should I do?#

Tell us and we'll remove them from the project. Their access ends straight away. See People.

Is there an app?#

No app needed. The dashboard works in any up-to-date web browser on a computer, tablet or phone.

Still stuck?#

Send us a message in your dashboard, or email ben@refresh.gg. Tell us what you were trying to do and what you saw, and a screenshot always helps.

Last updated on 18 October 2026