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Troubleshooting and help

Fix common OpenAleph problems (can't log in, missing module, Restricted Access 403, page not found 404, wrong language), contact support and read the privacy policy.

Who can do thisEmployeeManagerManager creatorScoped adminAdminSuper admin

This page lists the most common problems and how to solve them, then explains how to contact support. If your question concerns a specific module, also check that module's documentation.

Who to contact

Problem	Contact
Account, access level, missing module, wrong manager or profile data, deactivated account	Your company's OpenAleph admin (usually HR). Admins: see Administration and People.
Content of a campaign, template or training (wrong participants, deadline, questions)	The creator of the campaign or content, or your admin.
Bug, error message, something that doesn't work as described	The OpenAleph team, with Help & Support.

Contact support

In the left-hand menu, click the question mark icon at the bottom (Help & Support). On the mobile app: Profile › Help & Support.
Describe your problem in Your issue*: what you were doing, on which page, what you expected and what happened. Add the exact error message if there is one.
Click Send. "Your form has been sent. Thank you!" confirms it.

The OpenAleph team receives your message with your name and email and replies by email. You also receive a confirmation email.

Symptom	Cause and solution
"Oops, it seems this email is not registered 🧐"	No active account uses this email. Check the spelling and use your work address. If it's correct, your account may not exist yet or may be deactivated: contact your admin.
"Email or password incorrect. Please try again."	Wrong password. Use Forgot? to set a new one. If you just logged in for the first time, use the most recent Your OpenAleph password email: each Send it again generates a new password.
"Email not found. Please check and try again." after Google or Microsoft sign-in	Your Google or Microsoft account uses an email that doesn't match any active OpenAleph account. Sign in with the right account, or use your email and password.
"Your account is not active or is not associated with a company."	Your account was deactivated (for example after a departure) or isn't attached to your company. Contact your admin.
No password or reset email	Check spam and junk folders, wait a minute and click Send it again. Ask your admin to check your email address on your profile, and your IT team to allow OpenAleph emails.
"This email is not recognized. Please try again." after Forgot?	The email doesn't match an active account. Check the address.
Logged out on all devices	A password reset (Forgot?) or a first-login password was requested for your email. Log in again, with the new password if you changed it.

See Log in to OpenAleph for the full login flow.

Check your company uses the module. Modules are enabled per company. If a module isn't in the Apps section of the menu, your company probably doesn't use it.
Check your access level. Some pages require a higher level: for example Team Interviews needs Manager, Campaigns and Templates need Manager creator, Settings and Members need Scoped admin or Admin. See Roles and access levels and, for admins, Modules and licences.
Check the right workspace. If you have several spaces, make sure you are in your company (avatar › Switch workspace).
On mobile, some modules are web-only. See Mobile app.

Then ask your admin if you think you should have access.

"Restricted Access" (error 403)

The Restricted Access page says: "You cannot access this page at the moment. This may be due to your access level or the status of the content. If you believe this is a mistake, please contact an Admin in your company."

Common causes:

your access level doesn't allow this page (for example an Employee opening a campaign management page),
your company doesn't use the module the page belongs to,
you aren't involved in the item (someone else's interview, a campaign you don't manage),
the item is not available in its current state (draft, deleted, archived, not yet started),
you are logged in with another account than the one the link was sent to.

Click Back to homepage to return to the home page, or Logout to log in with another account.

"The page you are looking for does not exist" (error 404)

The address is wrong or the item no longer exists (for example a deleted campaign or training). Check the link, then click HOME to go back to the home page. If the link came from an email, the item may have been deleted since.

An error occurred (error 500)

A "500 internal error please contact support" page, or a message such as "An error occurred. Please try again.", means something failed on OpenAleph's side. Reload the page and try again. If it happens again, contact support with Help & Support, describing what you were doing.

Wrong language

The interface is in the wrong language: change it in your profile (Profile › Settings › Language). See Profile and preferences.
Emails are in the wrong language: emails follow the same setting as the interface.
A template, training or survey is in the wrong language: content is shown in the language(s) its creator wrote it in. Ask the creator whether a translation exists.
The login screen is in English: some login screens are shown in English before you log in. Once logged in, the app uses your language.

Other common issues

Symptom	Solution
The page looks broken or doesn't load	Reload the page. Use an up-to-date version of Chrome, Edge, Firefox or Safari. Clear the browser cache if the problem persists.
The Ask AlephAI button is greyed out	The page doesn't support AI yet, or there's nothing to analyse. See Aleph AI assistant.
Wrong manager, job title or department on my profile	This is HR data: ask your admin to correct it. See Your profile and member profiles.
Dates or times seem shifted	OpenAleph uses your browser's time zone, recorded when you log in. Check your computer's time zone, then log out and log in again.
A certificate verification link shows "Certificate not found"	The link is incomplete or the certificate is no longer valid. Ask the person or organisation who shared it. See Certificates and badges.

Privacy policy

The OpenAleph privacy policy is available without logging in at the address /compliance/privacy_policy of the app (for example from the store listing of the mobile app). It explains which personal information is collected (name, email, birth date, hire date, job title), how it is used, that it isn't sold or shared with third parties for advertising, how long it's kept, and how to request deletion or revoke consent by writing to contact@byseven.co.

For questions about how your company uses your HR data in OpenAleph, contact your company's HR or data protection officer.

Still stuck?

Our team answers every question. Tell us what you are trying to do and we'll walk you through it. Contact support