Common Issues

This page covers the most frequently encountered problems in IntuitivePM with their causes and solutions. Each issue follows a problem, cause, solution format so you can quickly identify and resolve what you are experiencing.

Login Issues

Problem: Wrong password error despite using the correct password

Cause: Passwords are case-sensitive. Browser autofill may be inserting an outdated password, or your password may have been changed from another device.

Solution:

1. Clear your browser’s saved passwords for intuitivepm.net.
2. Type your password manually instead of relying on autofill.
3. If you still cannot log in, use the Forgot Password link on the login page to reset your password.

Problem: SSO redirect loops or fails to complete

Cause: Your company’s SSO configuration may have an incorrect callback URL, or there is a mismatch between the configured SSO provider and your email domain.

Solution:

1. Confirm with your company administrator that the SSO callback URL is set to https://intuitivepm.net/auth/callback.
2. Make sure you are using the email address associated with your SSO provider.
3. Try clearing your browser cookies and logging in again.
4. If the issue persists, contact your company admin to verify the SSO configuration in Settings.

Problem: Account locked after multiple failed attempts

Cause: For security, accounts are temporarily locked after several consecutive failed login attempts.

Solution:

1. Wait 15 minutes for the lock to expire automatically.
2. After the cooldown, try logging in with the correct credentials.
3. If you have forgotten your password, use the Forgot Password link — this works even while the account is locked.

Slack Integration Not Working

Problem: Slack notifications are not being delivered

Cause: The Slack incoming webhook URL may have expired or been revoked from the Slack workspace.

Solution:

1. Go to your Slack workspace’s Apps > Incoming Webhooks settings.
2. Verify the webhook is still active and has not been removed.
3. If expired, create a new webhook, select the target channel, and update the URL in IntuitivePM under Settings > Integrations or your Virtual Colleague’s notification settings.
4. Click the Test button to send a test message and confirm delivery.

Problem: Messages arrive in the wrong Slack channel

Cause: Each webhook URL is bound to a specific channel when created. If you regenerated the webhook and selected a different channel, or if you pasted the wrong URL, messages will go to the unintended channel.

Solution:

1. In Slack, check which channel the current webhook URL is associated with.
2. If it is the wrong channel, create a new incoming webhook for the correct channel.
3. Update the webhook URL in IntuitivePM.

Problem: Slack notifications are delayed by several minutes

Cause: Slack occasionally throttles incoming webhooks during high-traffic periods. Additionally, Virtual Colleagues run on a schedule, so the notification timing depends on when the colleague last executed.

Solution:

1. Check the Virtual Colleague’s activity log to confirm when it last ran. The notification is sent immediately after the run completes.
2. If the colleague ran on time but the message was delayed, the delay is on Slack’s side. This is typically temporary.
3. For time-sensitive alerts, consider using an hourly schedule instead of daily.

Virtual Colleague Not Running

Problem: A Virtual Colleague has not executed at its scheduled time

Cause: The most common causes are: the colleague is set to Inactive, the schedule is misconfigured, or the colleague does not have access to any active projects.

Solution:

1. Open the Virtual Colleague’s detail page and check the Active toggle. If it is off, enable it.
2. Verify the schedule settings — confirm the frequency, time of day, and timezone are correct. A timezone mismatch can make it appear as though the colleague did not run when it actually ran at a different time than expected.
3. Check that the colleague is assigned to at least one active project. Colleagues with no project assignments will skip execution.
4. Review the activity log for error entries. If the log shows a failure, the error message will indicate the cause (insufficient credits, project access error, etc.).

Problem: Virtual Colleague runs but produces empty output

Cause: The assigned projects have no tasks matching the colleague’s scope, or all tasks are archived.

Solution:

1. Confirm that the assigned projects have active, non-archived tasks.
2. If the colleague is configured to monitor “Current sprint only,” make sure there is an active sprint with tasks assigned to it.
3. If using priority filters, verify that tasks exist at the selected priority levels.

Webhook Not Firing

Problem: Webhook endpoint is not receiving event callbacks

Cause: The webhook may be configured for the wrong event type, the endpoint URL may be incorrect, or the endpoint is returning non-200 status codes.

Solution:

1. Go to Settings > Webhooks and verify the webhook is configured for the correct events. For example, if you expect notifications when tasks are updated, make sure task.updated is selected.
2. Confirm the endpoint URL is correct and publicly accessible from the internet.
3. Check your server logs to see if requests are arriving but being rejected. The endpoint must return a 2xx status code within 10 seconds.
4. Test the endpoint manually with a curl command to ensure it responds correctly.

Problem: Webhook payload format does not match expectations

Cause: You may be expecting a different payload structure than what IntuitivePM sends.

Solution: Review the webhook payload format in the API Endpoints reference. All webhook payloads follow the same structure with event, timestamp, projectId, and data fields. Log the raw request body on your server to inspect the actual payload.

Board Not Loading

Problem: The project board shows a blank screen or loading spinner

Cause: This is typically caused by stale browser cache, an excessive number of tasks rendering at once, or a filter conflict that produces an invalid query.

Solution:

1. Clear browser cache. Hard refresh the page with Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac).
2. Reduce task count. If your board has hundreds of tasks, use sprint filters or status filters to limit the visible items. Boards perform best with under 200 visible tasks.
3. Reset filters. Click the Clear Filters button above the board. Conflicting filter combinations (such as filtering by a sprint and a status that has no tasks in that sprint) can cause display issues.
4. Try a different browser. If the issue persists, open the project in an incognito window or a different browser to rule out extension conflicts.

Task Not Appearing in Sprint

Problem: A task exists in the project but does not appear on the sprint board

Cause: The task is not assigned to the current sprint, it belongs to a different project, or it has been archived.

Solution:

1. Open the task and check its Sprint field. If it is unset or assigned to a different sprint, update it to the current sprint.
2. Confirm you are viewing the correct project. If you have multiple projects, tasks from one project do not appear in another project’s sprint board.
3. Check if the task has been archived. Archived tasks are hidden from boards by default. Look in the Archived section of your task list to find and restore it.
4. Verify the sprint’s date range. Tasks assigned to a sprint that has already been completed will not appear on the active sprint board.

Email Notifications Not Arriving

Problem: Team members are not receiving email notifications from IntuitivePM

Cause: The most common causes are emails being caught by spam filters, notification settings being disabled, or company SMTP configuration issues.

Solution:

1. Check spam and junk folders. IntuitivePM emails may be flagged by aggressive spam filters. Add noreply@intuitivepm.net to your contacts or allowlist.
2. Verify notification settings. Go to Settings > Notifications and confirm that email notifications are enabled for the relevant event types.
3. Check company SMTP configuration. If your company uses a custom SMTP server (configured in Settings > Email), verify the SMTP host, port, username, and password are correct. Use the Test button to send a test email.
4. Verify DKIM and SPF records. If your company domain has strict email authentication, ask your IT team to add IntuitivePM’s DKIM and SPF records to your DNS configuration. This prevents legitimate emails from being rejected.
5. Check Virtual Colleague email settings. If using a Virtual Colleague to send emails, confirm the email recipient addresses are correct in the colleague’s notification configuration.

Still Need Help?

If your issue is not covered here:

• Check the Error Reference for specific error codes and their meanings.
• Review the FAQ for answers to common questions about features and capabilities.
• Contact IntuitivePM support through the in-app help widget for personalized assistance.