# Troubleshooting

Solutions to common issues on the Folio platform.

## Login Issues

<details>

<summary>I can't log in to my account.</summary>

1. Confirm you are using the correct email address associated with your Folio account.
2. Try resetting your password using the **Forgot Password** link on the login page.
3. Check your spam or junk folder for the password reset email.
4. Clear your browser cache and cookies, then try again.
5. Try a different browser or an incognito/private window.

If none of the above resolves the issue, contact <support@folioworks.com> with your account email.

</details>

<details>

<summary>I'm not receiving the password reset email.</summary>

* Check your spam and promotions folders.
* Ensure you're checking the inbox for the email address used to register your Folio account.
* Allow up to 5 minutes for the email to arrive.
* If still not received, contact support.

</details>

## Profile & Onboarding Issues

<details>

<summary>My resume didn't auto-populate my profile correctly.</summary>

Auto-population from resumes uses AI parsing and may occasionally miss or misformat data. Review each section of your profile after onboarding and correct any errors manually. You can re-upload your resume at any time under **Settings** → **Account** → resume section.

</details>

<details>

<summary>I can't upload my resume — I get an error.</summary>

* Ensure your file is a PDF and does not exceed 2 MB.
* Rename the file to remove any special characters.
* Try a different browser.
* If the issue persists, contact support and attach your resume so we can assist manually.

</details>

<details>

<summary>My verification submission is stuck in "Pending."</summary>

* Allow up to business days for verification review.
* If verification has been pending longer than expected, contact <support@folioworks.com> with your account email and the type of verification submitted.

</details>

## Payment Issues

<details>

<summary>My Stripe connection failed.</summary>

1. Ensure you are in a [supported country](file:///5311092/policies/supported-countries.md).
2. Try disconnecting and reconnecting Stripe from **Settings** → **Payment**.
3. Clear your browser cache and try again.
4. Check that your bank account details are correct in Stripe.

If Stripe shows an error during onboarding, note the exact error message and include it when contacting support.

</details>

<details>

<summary>My payment is overdue.</summary>

Payments are typically available by Thursday of each week. If Thursday has passed and you have not received your payment:

1. Confirm your Stripe account is connected and verified under **Settings** → **Payment**.
2. Confirm your hours were submitted before the Sunday deadline.
3. Contact <support@folioworks.com> with your contract name, the relevant work week, and the expected payment amount.

</details>

## Job & Application Issues

<details>

<summary>I applied for a job but don't see it in my Applications tab.</summary>

Refresh the page and check the **Home** dashboard → **Applications** tab. If the application does not appear within a few minutes, contact support.

</details>

<details>

<summary>A job I applied to has disappeared from the platform.</summary>

Jobs are removed when positions are filled or the project is closed. This does not affect your application status — you will be notified separately if selected or not selected.

</details>

## Browser Compatibility

Folio is optimized for modern browsers. For the best experience:

| Browser         | Recommended Version        |
| --------------- | -------------------------- |
| Google Chrome   | Latest version             |
| Mozilla Firefox | Latest version             |
| Microsoft Edge  | Latest version             |
| Safari          | Latest version (macOS/iOS) |

**Avoid:**

* Internet Explorer (not supported)
* Outdated browser versions more than 2 major versions behind current release

If you experience display or functionality issues, first try updating your browser or switching to Chrome.

## Still Having Issues?

Contact Folio support via the **orange chat bubble** in the bottom-right corner of the app, or email <support@folioworks.com>.