Common Issues

Quick solutions to the most common problems in Distil.

Login and Authentication

Can't log in

Symptoms: Email/password doesn't work, or login keeps failing.

Solutions:

For password login:

1. Click "Forgot Password" to reset
2. Check your email for the reset link (check spam folder)
3. Create a new password and try again

For OAuth (Google) login:

1. Make sure you're using the same email you signed up with
2. Try clearing browser cookies and trying again
3. Try in an incognito/private window

Email verification link expired

Symptoms: Clicked verification link from email, but it says expired.

Solution:

1. Log in to Distil (it will prompt you to verify)
2. Click "Resend verification email"
3. Check your email for the new link (check spam)
4. Click the link within 24 hours

"Unauthorized" errors after logging in

Symptoms: Logged in successfully, but seeing "Unauthorized" on certain pages.

Causes:

• Session expired
• Browser caching issue
• Permission changed

Solutions:

1. Log out and log back in
2. Hard refresh the page (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows)
3. Clear browser cookies for Distil and try again

Cards and Roadmap

Can't create a card

Symptoms: "New Card" button doesn't work or form submission fails.

Solutions:

1. Make sure you're a member of a workspace (not just viewing as a guest)
2. Check that the title is at least 3 characters long
3. Try refreshing the page and submitting again
4. Check your network connection

Card disappeared

Symptoms: Card you created is missing.

Possible causes:

• Card was archived
• Card status changed and is now in a different section
• Filter is active, hiding the card

Solutions:

1. Check the "Archived" view (Settings → Archived)
2. Check all status sections (Needs Signal, Accepted, Ready)
3. Clear any active filters (click the filter icon and "Clear all")
4. Search for the card title in the search bar

Can't accept a card

Symptoms: "Accept" button is grayed out or doesn't work.

Solutions:

1. Make sure you have permission to accept cards (Members and Admins can accept)
2. Check if the card is locked (Governance Pack feature - only admins can accept locked cards)
3. Refresh the page and try again
4. If required, add acceptance rationale in the text field before clicking Accept

Acceptance rationale is required but I don't see the field

Symptoms: Getting an error that rationale is required, but no field to enter it.

Cause: Your workspace has the Governance Pack enabled.

Solution:

1. Open the card
2. Look for the "Acceptance Rationale" text field above the Accept button
3. Enter a clear reason for accepting (1-2 sentences)
4. Then click Accept

If you still don't see the field, refresh the page.

Search and Filtering

Search returns no results

Symptoms: Searching for cards but nothing shows up.

Solutions:

1. Check your spelling
2. Try searching for partial matches (e.g., "dark" instead of "dark mode")
3. Clear any active filters that might be excluding results
4. Make sure you're searching in the right workspace

Tags aren't working

Symptoms: Created tags but they don't filter properly.

Solutions:

1. Make sure the tag is applied to cards (click on a card and verify the tag is there)
2. Try creating the tag with a different name (no special characters)
3. Refresh the page
4. Check that you're filtering by the correct tag (tags are case-sensitive)

Can't find a specific card

Symptoms: You know a card exists, but can't find it.

Solutions:

1. Use search: Enter the card title or partial text from the description
2. Check Archived: Go to Settings → Archived to see if it was archived
3. Check all status sections: Use the Roadmap view to see cards in all stages
4. Ask a teammate: Another team member might have moved or archived it

Performance Issues

Distil is slow or laggy

Symptoms: Pages take a long time to load, buttons don't respond quickly.

Solutions:

1. Check your internet connection
2. Try in a different browser
3. Clear browser cache and cookies
4. Close other tabs/apps using memory
5. Try on a different device to rule out local issues

Cards won't load

Symptoms: Dashboard shows "Loading..." indefinitely.

Solutions:

1. Refresh the page
2. Check browser console for errors (F12 → Console tab)
3. Try in an incognito/private window
4. Check Distil Status for outages (if available)
5. Contact support if the issue persists

Workspace and Team

Can't see my workspace

Symptoms: Logged in but no workspace appears.

Solutions:

1. Check if you've been removed from the workspace (ask your admin)
2. Make sure you're logged in with the correct email
3. Check if you have multiple accounts and logged in with the wrong one
4. If you just created an account, make sure you completed workspace setup

Can't invite team members

Symptoms: Invite button doesn't work or invites aren't sending.

Solutions:

1. Make sure you're an admin (only admins can invite)
2. Check that you haven't hit your plan's team member limit
3. Verify the email address is correct
4. Check if the person already has an account (they might need to request access instead)

Invited user didn't receive email

Symptoms: Sent an invite but teammate says they didn't get it.

Solutions:

1. Ask them to check spam/junk folders
2. Resend the invite from Settings → Team
3. Verify you entered the correct email address
4. Try inviting with a different email address if available

Integration Issues

Jira integration not working

See Troubleshooting Jira Integration for detailed Jira-specific solutions.

Quick checks:

1. Go to Settings → Integrations and verify Jira is connected
2. Reconnect Jira if the connection shows as expired
3. Make sure you've configured a default project
4. Verify the card is in "Accepted" status before trying to push

Linear integration not working

See Troubleshooting Linear Integration for detailed Linear-specific solutions.

Quick checks:

1. Go to Settings → Integrations and verify Linear is connected
2. Reconnect Linear if the connection shows as expired
3. Make sure you've configured a default team
4. Verify the card is in "Accepted" status before trying to push

Billing and Plans

Can't upgrade plan

Symptoms: Upgrade button doesn't work or payment fails.

Solutions:

1. Check that your payment method is valid (card not expired)
2. Try a different payment method
3. Clear browser cache and try again
4. Contact support if payment keeps failing

Hit team member limit

Symptoms: Can't invite more users, getting "limit reached" error.

Solution: Upgrade your plan to get more team member seats:

1. Go to Settings → Billing
2. Click "Upgrade Plan"
3. Choose a plan with higher limits
4. Complete payment

See Plans Explained for limits by plan.

Browser Issues

Distil doesn't load at all

Symptoms: Blank page or error message when visiting Distil.

Solutions:

1. Check if you're using a supported browser (Chrome, Firefox, Safari, Edge - latest versions)
2. Update your browser to the latest version
3. Disable browser extensions temporarily (especially ad blockers)
4. Try in an incognito/private window
5. Try a different browser

Keyboard shortcuts don't work

Symptoms: Pressing shortcuts like c (create card) doesn't do anything.

Solutions:

1. Make sure you're not focused in a text input field
2. Press ? to see the list of available shortcuts
3. Try clicking elsewhere on the page first, then use the shortcut
4. Check if browser extensions are intercepting the shortcuts

Copy/paste doesn't work

Symptoms: Can't copy or paste in card descriptions or other fields.

Solutions:

1. Try Cmd+C/Cmd+V (Mac) or Ctrl+C/Ctrl+V (Windows) instead of right-click
2. Check if browser extensions are blocking clipboard access
3. Give the site clipboard permissions if prompted
4. Try in a different browser

Data and Export

Lost data after making changes

Symptoms: Made changes to a card but they disappeared.

Solutions:

1. Check if another team member edited the card at the same time (recent changes win)
2. Refresh the page to see the latest version
3. Check if the card was archived or deleted
4. Contact support immediately if critical data is missing

Can't export data

Symptoms: Export button doesn't work or export is empty.

Solutions:

1. Make sure you have cards to export (check filters aren't hiding everything)
2. Try exporting a smaller subset (e.g., one status at a time)
3. Try a different browser
4. Check that pop-ups are enabled (export opens in a new window)

Getting More Help

If your issue isn't listed here:

1. Check the specific guide for your topic:

   • Jira Troubleshooting
   • Linear Troubleshooting
   • Integration Problems

2. Contact support:

   • Email: support@distil.app
   • Include: What you were trying to do, exact error message, and browser/OS
   • Response time: Usually within 24 hours

3. Check documentation:

   • Getting Started
   • Using Distil
   • Understanding Distil