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Troubleshooting Common Issues

This page covers the most common problems teams run into and how to resolve them.

Sign-in and access issues​

I cannot sign in — it says "Invalid credentials"​

  1. Check that you are using the correct email address (the one you used to sign up).
  2. Check for typos in your password — password fields are case-sensitive.
  3. If you have forgotten your password, click Forgot password? on the sign-in page.
  4. Check that Caps Lock is not on.
  5. If you recently changed your password, make sure you are using the new one.

I signed up but never received the verification email​

  1. Check your spam/junk folder — verification emails sometimes end up there.
  2. Add no-reply@varai-sprints.com to your contacts or safe senders list.
  3. Wait a few minutes — email delivery can occasionally be delayed.
  4. If you still have not received it after 10 minutes, go to the sign-in page and click Resend verification email.
Rate limit

You can request a new verification email up to 3 times per hour. If you hit this limit, wait 1 hour before trying again.

I am seeing "Access denied" when trying to open a page​

You do not have the required role for that page or action. Common causes:

  • You are a Viewer trying to create or edit items (Viewers can only read)
  • You are trying to access organization settings, which requires Admin role
  • You are not a member of the workspace you are trying to access

Contact your workspace admin to have your role updated.

My account is locked​

After 5 consecutive failed login attempts, accounts are locked for 15 minutes. Wait 15 minutes and try again. If you have forgotten your password, use the Forgot password? flow to reset it.

Sprint and task issues​

I cannot create a sprint — there is no "New Sprint" button​

Make sure you have opened a release first. Sprints must be created inside a release. If you have not created a release yet, go to Releases in the sidebar → New Release.

Also check that you have at least a Member role — Viewers cannot create sprints.

I cannot start a sprint — the button is greyed out​

Possible causes:

  • Another sprint in the same release is already Active. You can only have one active sprint per release. Complete or cancel the current active sprint first.
  • The sprint does not have a start or end date set. Add dates before starting.
  • You do not have sufficient permissions (Admin or Member role required).

My task disappeared from the Kanban board​

Check these possible causes:

  1. Filters — active filters may be hiding the task. Click Clear filters and check if it reappears.
  2. Sprint — you may be viewing a different sprint. Use the sprint selector at the top of the board to switch.
  3. Status — if the task has been moved to Cancelled or Done, it may be hidden. Enable "Show completed" and "Show cancelled" in filter settings.
  4. Deletion — the task may have been deleted by an admin. Check the Audit Log (admin only) to confirm.

The Gantt chart shows tasks in the wrong position​

Gantt bars are positioned based on planned start and planned end dates. If a task has no dates set, it appears at the far left of the timeline (defaulting to the sprint start).

To fix the position:

  1. Open the task.
  2. Set a planned start date and planned end date.
  3. Return to the Gantt — the bar moves to the correct position.

I cannot complete a sprint — it says there are open items​

When you click "Complete Sprint", Varai Sprints shows you a list of all items not yet in a Done or Cancelled state. You have three options:

  1. Move open items to another sprint
  2. Move open items to the backlog
  3. Leave them (they will be marked as incomplete in the sprint report)

Select an option for each category of open items, then click "Complete Sprint" again.

Time tracking issues​

The timer is still running after I closed my browser​

The timer continues on the server, not just in your browser. When you reopen the app:

  1. The floating timer widget reappears showing the elapsed time.
  2. Click Stop and save or edit the duration as needed.

If you closed the browser many hours or days ago and the timer is still "running", stop it and manually correct the duration to the actual time you worked.

My logged hours are not showing up in the time report​

  1. Make sure you are filtering the report for the correct date range — time entries are grouped by the date they were logged.
  2. Check the Workspace filter — if you have multiple workspaces, make sure you are viewing the right one.
  3. If you used the timer, check that it was actually stopped — a running timer does not add to the report until stopped.

I cannot delete a time entry I created​

You should be able to delete your own time entries. If you cannot:

  1. Check if you are viewing the entry in the correct workspace.
  2. Try refreshing the page.
  3. If the entry was created by the system (e.g., via an automated workflow), contact your admin.

Import and export issues​

My CSV import failed — "Invalid file format"​

Make sure:

  1. The file is saved as .csv (not .xls or .xlsx). If you need to import Excel files, use the Excel import option.
  2. The file uses comma (,) as the delimiter, not semicolons or tabs.
  3. The first row is a header row with the correct column names. Download the template from the Import modal to get the exact expected headers.

Some rows were skipped during import​

Skipped rows have an error. To see what went wrong:

  1. In the import preview, look for rows highlighted in red.
  2. Click on a red row to see the specific error.
  3. Fix the errors in your spreadsheet and re-upload.

Common errors: missing required field (title), invalid date format (use YYYY-MM-DD), invalid status value (check spelling matches exactly).

My export is taking a long time​

For exports with more than 5,000 rows, the export runs in the background. You will receive an in-app notification when it is ready. Check the notification bell — the download link will be there.

Notification issues​

I am not receiving email notifications​

  1. Check your spam/junk folder.
  2. Verify that your email notifications are turned on: Settings → Profile → Notifications.
  3. Make sure your email address is verified (you should have confirmed it during sign-up).
  4. Ask your IT team if emails from no-reply@varai-sprints.com are being blocked at the domain level.

I am getting too many notifications​

See Managing notifications for a step-by-step guide to turning off high-volume notification types.

Still need help?​

If you have tried the steps above and the problem persists:

  1. Note the exact error message (if any).
  2. Note the steps you took to trigger the problem.
  3. Contact support: support@varai-sprints.com

For security-related issues (account compromise, data breach), mark your email as URGENT and your workspace admin will be notified.