Troubleshooting

For members, managers and admins

This page lists the problems people run into most often, grouped by what you were trying to do. ChronoTab shows a short, plain sentence when something is refused — the exact sentence is quoted here so you can search this page for what is on your screen. It is for every role.

I can’t log time on an issue

What you were doing: logging time in the Log time sheet, in the extension, or with a /spend comment.

The repository is not tracked. ChronoTab replies “This repo isn’t enabled for your org yet.” An admin adds or enables repositories on the Repositories page; once a repo is available, log the time again.
GitHub is not connected. ChronoTab replies “GitHub isn’t connected for your org — ask an admin to install it.” Your admin installs the GitHub App so ChronoTab can read the issues it logs time against.
The issue cannot be found. “That issue couldn’t be found — check the number and try again.” Check the issue number and the repository. If the issue exists but is not offered, the repository may not be tracked.
It is a pull request, not an issue. “That number is a pull request, not an issue.” ChronoTab only logs time against issues.
GitHub itself is not answering. “We couldn’t check that issue with GitHub right now — try again in a moment.” This one is temporary; wait a moment and save again.

Logging the same time twice is safe: if a save is retried, ChronoTab records it once and does not create a second entry.

My time isn’t showing

Check the week. My week opens on the current week; use Previous week and Next week to move, and This week to jump back.
Check the entry still exists. Deleting an entry removes it from every total it was part of, including the week’s summary and any report or timesheet built later. See Edit or delete an entry.
Check the report’s period and filters. Reports defaults to the last 14 days; choose 30d or Custom to widen the range, or select a filter’s × to clear it, if the time is outside them. See Reports.
Check the entry is not locked to a timesheet. An entry included on a submitted timesheet cannot be changed or deleted. If you try, ChronoTab replies “That entry is locked to a submitted timesheet and can’t be edited.” The fix is to void the timesheet and log the time again — see What happens to entries after approval.
Check the date. Time logged late at night lands on the date it was for you, based on your profile timezone, which can differ from the date you first look.

If an entry has been superseded by a correction, it is no longer editable and ChronoTab says “That entry is no longer editable.”

I can’t submit, approve, reject or void a timesheet

Each action is only allowed from the right state, and ChronoTab names the problem. These are the messages you may see:

“Only a submitted timesheet can be approved — this one is still a draft.” Submit it first.
“This timesheet is already approved — it can only be voided now, not submitted.” An approved timesheet is final.
“A draft can’t be voided — submit it first.” Only a submitted, approved or rejected timesheet can be voided.
“That timesheet is out of date — refresh it and try again.” Someone else acted on it first; reload the page and re-read its status.

The full set of actions per state is in Submit, approve, reject or void a timesheet.

The extension isn’t showing on GitHub

Check the repository is tracked. The extension adds its button only on issues in repositories your organisation tracks; elsewhere it stays out of the way.
Check Chrome or Edge. The extension works in Chrome and Edge only.
Check it is connected. Open the extension popup. If it reads Sign in to log time from GitHub issues., the extension is not connected yet: select Sign in and follow the browser tab. Until then, issue pages show a Set up ChronoTab for prompt instead of the time-tracking button. See Install the browser extension.
Check the sync queue. If the extension has entries it could not send, the popup shows a count such as 3 entries unsynced with a Retry sync button. Queued entries are kept and retried, so nothing is lost.
Update the extension if your entries show an error. If the list of your entries on a GitHub issue shows an error after you logged time with an AI assistant, your extension is out of date. Chrome updates extensions on its own within a day; to update now, open chrome://extensions, turn on Developer mode and select Update.
Check the key has not been revoked. If you are asked to sign in again after working before, your key may have been revoked or replaced. ChronoTab tells a tool “Your API key is no longer valid. Sign in again, or create a new key on your Profile.” Reconnect the extension, or see Your API keys. An admin checks or reissues a member’s key from that person’s API keys panel on Members.

“Your session has expired — sign in again.” Your sign-in timed out. Sign in once more with Continue with Google or Continue with GitHub.
“No account found for that sign-in. Ask an admin to add you, or try a different sign-in method.” You are not a member of an organisation yet, or you used a different provider from the one on your account. Ask your admin, or sign in with the other method.
“We couldn’t safely match this sign-in to an existing account. Contact your workspace admin or support.” The email or GitHub username you signed in with is already tied to a different account (for example, the email is linked to another sign-in method, or the username was used by someone else before it was renamed), or we couldn’t verify the match. Try the sign-in method you used before, and if that doesn’t help, contact your workspace admin or support.
“Your account is disabled — contact an admin.” An admin disabled your access. Talk to your org admin.
“Your seat on the organisation’s name is disabled by the team’s plan.” or “Your seat is disabled by the team’s plan.” Your team had more members than its plan has seats, and yours was one of those disabled when the 14 days ended. If that organisation is the only one you belong to, you can still sign in to the dashboard to view your own time, with a banner saying so; see Plan limits when you log time. The sign-in page shows this message only when every organisation you belong to has disabled your seat by plan and there is more than one of them. The browser extension shows it whenever your seat is disabled by plan. Ask an admin to resume it. Nothing is deleted, and your entries, reports and timesheets stay. See Seats over the limit.

Setting up an organisation

What you were doing: creating an organisation at Get started, or with Create another organisation. Each message below is shown on screen; search this page for the wording you see.

“Sign-up isn’t available right now.” Creating an organisation is paused, or you have started several in a short time. Wait and try again later, or contact support@chronotab.com.
“Only an owner can connect this organization.” You are not an owner of that GitHub organisation. Ask an owner to start at Get started; because the App is installed already, they skip straight to setup.
“Request sent.” You asked GitHub to install the App and the organisation’s owners were notified. An owner has to approve it; then finish setup here.
“… is already on ChronoTab.” The message names your team, which already has an organisation. Ask an admin there to add you (they need your GitHub username, shown on the page).
“This account is already on ChronoTab.” That GitHub account is already connected to an organisation. Ask an admin to add you, or contact support.
“One more permission needed.” ChronoTab needs your verified GitHub email address. Sign in again and allow email access.
“Ask an admin to reconnect.” The organisation exists but its GitHub App was removed; only a ChronoTab admin can reconnect it.
“Reconnected.” The App is installed again and the repositories will sync shortly.
“We need to check something.” ChronoTab could not finish automatically — for example the organisation is suspended or scheduled for deletion. Contact support@chronotab.com.
“Your setup is in progress.” A ChronoTab team member is finishing the setup for you. There is nothing to do.
“Too many attempts — wait a moment and try again.” You sent requests too quickly. Wait a minute.
The page stays on GitHub after “install”. If the App is already installed on that account GitHub shows its settings page and does not send you back. Return to the ChronoTab tab and choose Continue with an existing installation.
This sign-up timed out. A sign-up expires after 72 hours. Start again from Get started; an App already installed is detected and skipped.

See Create another organisation and What to do first.

I see a lock screen saying my organization will be deleted

An admin of your organisation has scheduled it for deletion (or asked NFN Labs to), and it is in the 30-day grace period. While it is locked you can still export your own entries from the lock screen. If you think this is a mistake, ask an org admin to cancel the deletion from the lock screen — anyone with the admin role can. See Delete your organisation and Privacy and data.

I can’t demote an admin

ChronoTab refuses to change the role of the organisation’s last active admin, with “This is the only admin, so their role can’t be changed. Make someone else an admin first.” Promote someone else to Admin first, then change the role. The same guard stops the last admin being disabled. See Members and roles.

A ChronoTab link opened My week instead

If you open a ChronoTab address that does not exist — a mistyped link, or an old bookmark to a page that has moved — ChronoTab takes you to My week instead of showing an error. Use the sidebar to find the page you wanted.

A plan limit stopped me

Plan limits show a short message on the screen. Admins see the fuller version, which names the next step; members are told to ask an admin. The exact sentences are below.

A repository can’t be added. Admins see “Your plan’s 5 repositories are all in use. Upgrade, or deactivate one first.” (the number is your plan’s limit). Members see “Your team’s plan has no room for another repository. Ask an admin.”
A person can’t be added. Admins see “Your plan’s 5 seats are all in use. Upgrade, or remove a member first.” Members see “Your team’s plan has no free seats. Ask an admin.” See Seats over the limit.
Time can’t be logged on a repository. Admins see “This repository is paused on your plan, so time can’t be logged on it. Resume it in Manage repositories, or upgrade.” Members see “This repository is paused on your team’s plan. Ask an admin.” See When a repository is paused.
An entry can’t be added or changed because it is older than the window. On Free you see “Entries older than 60 days can’t be added or changed on Free. They’re kept, and come back on any paid plan.” See Plan limits when you log time.
A timesheet can’t start before the window. You see “This period starts before” the first day you can use, followed by “On Free, timesheets can cover the last 60 days only.”
A repository shows “Not added, plan limit”, or Manage repositories says “New GitHub repositories are waiting for room.” Automatic adding could not add a new GitHub repository while the plan was full. The banner counts how many are waiting. They are added automatically when the plan has room, as long as Add new repositories automatically stays on. See Repositories.

A billing or checkout message

The checkout window doesn’t open. ChronoTab opens the same checkout on a page of its own. Use that page to pay.
The plan does not update after I paid. ChronoTab updates the page once the payment provider confirms the payment. If it is still waiting, choose Check again, or leave the page and come back.
“Billing isn’t set up in this environment yet.” Paid plans are not available on this environment yet. Nothing changes for your team until they are.
“We couldn’t reach the billing provider right now. Try again in a moment.” The provider is not answering. Wait a moment and try again.
“Billing changes need a signed-in admin. Sign in to ChronoTab and try again.” The change was tried with a tool’s key instead of a signed-in admin. Billing changes can only be made from the Billing page.
“This plan can’t be changed from here. Contact us if you need help.” Write to support@chronotab.com.

See Upgrade, switch or cancel your plan and Payments, invoices and refunds.

I’m told I don’t have permission

ChronoTab replies “You don’t have permission to do that.” when your role does not allow the action. This is by design, not a fault. Check Roles and permissions to see which role the action needs; if it is a manager or admin action, ask someone with that role.

Need help? Email support@chronotab.com.