Troubleshooting

Quick answers to the most common questions about member management, seat assignment, and subscription access.

"I invited someone but they can't see any circles"

This is almost always a subscription issue. When a member joins as self-funded, they need an active personal subscription before Colistor will load circle content into their session.

Check the Members list:

1. Open the Members page for your account.
2. Look at the subscription status badge next to the affected member.

| Badge | Meaning | Fix | |---|---|---| | Account Seat (indigo) | Access is funded — this shouldn't block circles | Check that the account subscription itself is active (go to Billing) | | Personal Subscription (green) | They have their own active subscription | Their circles should be loading — ask them to log out and back in | | No Active Subscription (red) | Neither a seat nor a personal subscription is active | Assign them a seat or ask them to subscribe personally |

To assign them a seat:

1. Find the member in the Members list.
2. Click Assign seat next to their row (requires an available seat).
3. Ask the member to log out and back in — access is granted on their next session load.

If no seats are available:

Ask the member to subscribe to a personal Colistor plan. Once their personal subscription is active, they will gain circle access automatically on their next login — no admin action needed.

"The Invite Member button was disabled before — now it's always active"

This is intentional. The invitation system has been updated so that seat availability no longer blocks invitations. You can always invite people to your account.

The seat toggle on the invite form lets you decide whether the new member is funded by an account seat or joins as self-funded. If no seats are available, the toggle defaults to OFF and a note explains that the new member will need a personal subscription.

"I assigned a seat but the member still shows 'No Active Subscription'"

Seat re-assignment takes effect on the affected member's next session load, not immediately. The member needs to log out and log back in to pick up the change.

If the badge still shows "No Active Subscription" after they have logged back in:

1. Go to the Members list and confirm the seat is still assigned (the badge should now show indigo "Account Seat").
2. If the badge reverted, check that your account's subscription still has available seats — a plan downgrade may have reduced your seat quota.

"The seat toggle was missing when I sent the invitation"

The seat toggle was introduced as part of the flexible invitation update. If you sent an invitation before this update, it was treated as seat-funded by default.

If you need to change the funding type for a member who has already accepted an old invitation, use the Assign seat / Remove seat controls in the Members list.

"A member's 'No Active Subscription' badge won't go away even after they subscribed"

Subscription status is re-evaluated on every session load — not in real time. The member needs to log out and log back in after activating their personal subscription.

If the badge still shows "No Active Subscription" after a fresh login:

• Ask the member to confirm their subscription is active in their own billing settings.
• Check that the subscription plan they purchased covers multi-account access (some personal plans may be restricted).

"I tried to assign a seat but got 'No available seats' notification"

Your account's current plan has no remaining seat slots. You have two options:

1. Free up a seat — find a seat-funded member who no longer needs account funding, click Remove seat next to their row, then re-assign that freed seat to the new member.
2. Upgrade your plan — go to Billing and increase your seat count to accommodate more funded members.

The affected member can also subscribe personally in the meantime, which grants them immediate access without requiring a seat.

"An invitation expired before the member accepted it"

Invitations are valid for 7 days from the time they are sent. If the invitation expired:

1. Go to the Invited tab on the Members page.
2. Find the expired invitation and click Cancel to clean it up (if it hasn't auto-expired).
3. Click Invite Member again and send a fresh invitation.

The new invitation will carry the same seat funding settings you choose at send time.

"I can't see the Members page at all"

Only Owner and Admin roles can view and manage the Members page. If you have a Member or Viewer role, this page is not accessible to you.

Contact your account owner or an admin to have your role updated if you need to manage members.