Troubleshooting

First, double-check that you're entering the correct email and password. If you're unsure, use the Forgot Password link to reset it. If your credentials are correct but you still can't log in, your account may have been deactivated — contact your organization's administrator to check. You can also try clearing your browser cache and cookies, then attempt to log in again.

Verify that SSO is configured in Settings by your administrator. Check that your Identity Provider (IdP) configuration is correct, including the ACS URL which must match exactly. If SSO was working before and stopped, the IdP certificate may have expired and needs to be renewed. Contact your administrator to review the SSO configuration.

Click the Forgot Password link on the login page and enter your email address. You'll receive a password reset link via email — check your spam or junk folder if it doesn't arrive. The reset link expires after 1 hour, so use it promptly. If the link has expired, request a new one.

Go to the Email Accounts page (user dropdown menu → Email Accounts) and check the connection status of your account. If it shows as disconnected or expired, click Re-authenticate to reconnect. Note that email sync runs every 5 minutes, so recent emails may take a moment to appear. Also verify your internet connection is stable.

Auto-linking works by matching email addresses on incoming and outgoing emails to contacts and leads in RevOrbit. For an email to link to a deal, the contact or lead must have a matching email address and be associated with that deal. Verify that the contact's email address is correct and that they are linked to the relevant deal.

Personal one-to-one emails require a connected Gmail or Outlook account via OAuth (Profile → Email Accounts). If your account shows as disconnected or the token has expired, click Re-authenticate. Org-level campaigns use SMTP configured in Settings → Email — verify the host, port, and credentials with your admin if campaigns fail. If file attachments fail, total attachment size must be under 25 MB.

CSV files must be encoded in UTF-8. Check your file encoding and re-save as UTF-8 if necessary. Verify that column headers match the expected format shown during import setup. Special characters or malformed rows can cause failures — review your file for inconsistencies. If the file is large, try importing in smaller batches to isolate the problematic rows.

Enable the duplicate detection option during import to prevent creating records that already exist. If duplicates have already been created, you can manually merge them from the list view. To avoid future duplicates, always use duplicate detection and review the import preview before confirming.

Ensure that the deal associated with the contract has all required fields filled in, including the company, contact, and deal value. Verify that your merge tags use the correct format: {{Object.field}} (e.g., {{Licensee.name}}, {{Deal.value}}). If a field is empty on the deal or company record, the merge tag will render as blank in the output.

PDF rendering uses Dompdf, which may produce slight differences compared to Microsoft Word's rendering engine. Complex formatting, certain fonts, and table layouts may appear differently between the two formats. Use PDF for final distribution to customers (consistent appearance) and Word (.docx) when the document needs further editing.

When RevOrbit is launched from the home-screen icon (PWA standalone mode), the browser address bar is hidden so the usual pull-down refresh isn't there. Use one of: (1) drag down from the top of the page and release past about 80px, or (2) wait for the Update available banner to slide up at the bottom (the app polls for new releases every 5 minutes and immediately when it returns to the foreground), or (3) close the app from the recent-apps switcher and re-launch it.

iOS only allows PWA install from Safari, not from Chrome or any other iOS browser. Open crm.revorbit.com in Safari, tap the Share button, and pick Add to Home Screen. On Android, Chrome and other Chromium browsers all work.

Phone list pages render as a vertical stack of cards instead of the desktop table. If you see pagination but no rows, force-reload (pull down from the top) — you may be on a stale cached bundle from before mobile cards shipped.

Try a hard refresh: Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac). If the issue persists, clear your browser cache and cookies for the RevOrbit domain. Try accessing RevOrbit in a different browser or in a private/incognito window to rule out browser extension conflicts. Verify your internet connection is stable.

Some records cannot be deleted when they have dependent records linked to them. For example, a company with associated deals cannot be deleted until those deals are removed or reassigned. Similarly, contacts linked to active deals or products used in quotes may be protected. Remove or reassign the dependent records first, then retry the deletion.