Troubleshooting Guide

This guide helps you resolve common issues you might encounter while using hidma.

Login & Access Issues

Can't log in - "Invalid credentials" error

Problem: Getting an error message when trying to log in at app.hidma.com

Solutions:

1. Double-check that you're entering the correct email address (the one your organization registered)
2. Verify your password - remember it's case-sensitive
3. Try clicking "Forgot Password" to reset your password
4. Clear your browser cache and cookies, then try again
5. Try a different browser to rule out browser-specific issues
6. Contact your organization's hidma administrator if the issue persists

Account locked after multiple failed login attempts

Problem: Unable to log in after several incorrect password attempts

Solution:

• Wait 15-30 minutes and try again, or
• Use the "Forgot Password" link to reset your password immediately, or
• Contact your administrator to unlock your account

Can't access app.hidma.com

Problem: The login page won't load

Solutions:

1. Check your internet connection
2. Try accessing another website to confirm internet is working
3. Clear browser cache and try again
4. Try a different browser or device
5. Check if your organization's network blocks certain sites
6. Contact your IT department or hidma administrator

Time Entry Issues

Can't see the project I need

Problem: A project is missing from the dropdown when creating time entries

Possible causes & solutions:

• Not assigned to the project team: Contact your team manager to add you to the project
• Project is archived or inactive: Ask your manager if the project is still active
• Wrong team selected: Make sure you're viewing projects for the correct team
• Insufficient permissions: Contact your administrator to verify your access rights

Time entry won't save

Problem: Clicking Save doesn't save the time entry

Solutions:

1. Check all required fields are filled in (client, project, job, date, time)
2. Verify the time value is in the correct format
3. Make sure the date is valid and not too far in the past/future
4. Check your internet connection
5. Try refreshing the page and entering the data again
6. Try a different browser

Can't delete a time entry

Problem: Delete option is grayed out or doesn't work

Possible causes:

• Entry is already billed: Time entries included in bills cannot be deleted
• Entry is approved and locked: Some organizations lock approved entries
• Insufficient permissions: You may only be able to delete your own entries
• Entry belongs to someone else: Check that it's actually your entry

Solutions:

• If billed, you'll need to reverse the bill first (requires billing permissions)
• Contact your manager if you need an approved entry changed
• If you can't delete, try editing the entry and setting the time to 0

Accidentally entered time to wrong project

Problem: Recorded time to the wrong project or job

Solutions:

1. Delete the incorrect entry (click three dots → Delete)
2. Create a new entry with the correct project/job
3. Or edit the existing entry and change the project/job if allowed
4. If the entry is billed, contact your manager for guidance

Billing Issues

Time entries not appearing on bill

Problem: Some time entries are missing when creating a bill

Check the following:

1. Date range: Ensure the time entries fall within the billing period you selected
2. Billable status: Verify the entries are marked as billable
3. Approval status: If your organization requires approval, entries must be approved first
4. Already billed: Check if the entries were already included in another bill
5. Project settings: Some projects may have special billing rules

Can't create a bill

Problem: Don't have access to create bills or option is grayed out

Solutions:

• Verify you have billing permissions (requires Team Manager or Super User role)
• Check that the client has active projects with billable work
• Ensure there are unbilled time entries or charges for the selected period
• Contact your administrator if you should have billing access but don't

Bill totals look incorrect

Problem: The amounts on the bill don't match expectations

Check:

1. Rates applied: Verify the correct charge-out rates are being used (Project > User > Team > Default)
2. Charges and discounts: Check for any additional charges or discounts applied
3. Tax rates: Ensure correct tax rates are applied to taxable items
4. Partial billing: Verify you've included all intended time entries/charges
5. Review the bill details line by line to identify discrepancies

Can't edit or delete a bill

Problem: Bill modification options are unavailable

Possible causes:

• Bill is finalized: Finalized bills typically cannot be edited
• Bill is paid: Paid bills are usually locked from changes
• Insufficient permissions: You may not have rights to modify this bill
• Bill is in RFP mode: Different rules may apply for RFPs vs invoices

Solutions:

• Check the bill status - you may need to change it to draft
• Contact your administrator about your organization's policies
• If the bill needs major changes, you may need to void it and create a new one

Payment Issues

Can't allocate payment to bill

Problem: Payment allocation isn't working or bill doesn't show up

Check:

1. Payment amount: Ensure the payment has unallocated funds remaining
2. Client match: Payment and bill must be for the same client
3. Bill status: Bill must be finalized/issued to receive payment
4. Currency: Payment and bill must be in the same currency (if multi-currency enabled)

Payment allocation doesn't add up

Problem: Allocated amounts don't equal payment amount

Solution:

• This is normal - you can partially allocate payments
• Unallocated amounts remain as credit on the client account
• Use the allocation interface to see remaining unallocated amount
• You can allocate remaining funds later to future bills

Overpayment isn't showing as credit

Problem: Client overpaid but credit isn't reflected

Solution:

• Check the payment allocation - ensure excess wasn't fully allocated
• Navigate to the client's account to view credit balance
• Contact your administrator if the credit isn't showing correctly

Project & Job Issues

Can't create a job

Problem: Job creation fails or option is unavailable

Solutions:

1. Ensure you have project management permissions
2. Check that you're working within an active project
3. Verify all required fields are completed
4. Check that the project isn't locked or archived
5. Contact your administrator if the issue persists

Project template won't apply

Problem: Template doesn't create expected structure

Solution:

• Verify the template is completely configured before applying
• Check that you selected the correct template
• Some customization may be needed after applying template
• Try creating from template again if first attempt failed

Rate hierarchy not working as expected

Problem: Wrong rates appearing for time entries or bills

Check the rate hierarchy:

1. Project rate (highest priority): Check if a specific rate is set on the project
2. User rate: Check if the user has a specific rate configured
3. Team rate: Check if the user's team has a default rate
4. Default rate: System-wide default applies if nothing else is set

Solution: Review rate configuration at each level to identify where incorrect rate is set

Reporting Issues

Report shows no data

Problem: Report displays empty or "no data found"

Solutions:

1. Check date range: Expand the date range to include relevant data
2. Check filters: Remove or adjust filters that might be excluding data
3. Verify data exists: Ensure there's actually data for what you're reporting on
4. Check permissions: You can only see data you have access to
5. Try refreshing the report

Can't export report

Problem: Export button doesn't work or file won't download

Solutions:

1. Check browser's pop-up blocker - it may be blocking the download
2. Try a different export format (Excel, CSV, or PDF)
3. Check browser's download settings
4. Try a different browser
5. Ensure you have enough storage space on your device

Report numbers don't match expectations

Problem: Report totals seem incorrect

Check:

1. Date range: Verify you're looking at the correct period
2. Filters: Ensure filters are set correctly (team, client, project, etc.)
3. Time zone: Check if time zone differences affect dates
4. Approved vs unapproved: Some reports may only show approved entries
5. Billed vs unbilled: Verify whether report includes billed or unbilled work

Performance Issues

hidma is running slowly

Problem: Application is slow or unresponsive

Solutions:

1. Check internet connection: Run a speed test to verify connectivity
2. Close unnecessary tabs: Free up browser resources
3. Clear browser cache: Remove accumulated temporary files
4. Try different browser: Rule out browser-specific issues
5. Check browser extensions: Disable extensions that might interfere
6. Update browser: Ensure you're using the latest version
7. Restart browser: Close and reopen your browser
8. Check system resources: Ensure your computer isn't overloaded

Pages take long to load

Problem: Specific pages or features load very slowly

Possible causes:

• Large amounts of data (many clients, projects, or time entries)
• Complex reports with extensive date ranges
• Network congestion or slow internet
• Server maintenance or high usage periods

Solutions:

• Use date range filters to limit data loaded
• Break large operations into smaller chunks
• Try accessing during off-peak hours
• Contact your administrator if issues persist

Mobile Access Issues

Mobile site doesn't work properly

Problem: Issues accessing hidma on mobile browser

Solutions:

1. Use a modern mobile browser (Chrome, Safari, Firefox)
2. Clear mobile browser cache and cookies
3. Ensure you're using app.hidma.com (not a saved old URL)
4. Try landscape orientation for better layout
5. Update your mobile browser to the latest version
6. Check if your mobile data/WiFi connection is stable

Can't see all features on mobile

Problem: Some menu options or features are missing on mobile

Explanation:

• This is expected - the mobile web interface focuses on core time tracking
• Complex features like billing, settings, and detailed reports require desktop
• Use a desktop/laptop computer for full functionality

Permission & Access Issues

"Access Denied" or "Insufficient Permissions" errors

Problem: Getting permission errors when trying to access features

Solutions:

1. Verify you're logged in with the correct account
2. Check your user role with your administrator
3. Confirm you're assigned to the relevant team(s)
4. Request additional permissions from your administrator if needed
5. Check if your account has been modified recently

Can't see certain clients or projects

Problem: Expected clients or projects don't appear in lists

Possible causes:

• Not assigned to the relevant team
• Insufficient user role/permissions
• Client/project is archived or inactive
• Team filtering is hiding them

Solutions:

• Check team assignments with your manager
• Look for filter settings that might hide items
• Check "Show archived" options if available
• Request access from your administrator

Data Consistency Issues

Numbers don't match between reports and dashboards

Problem: Same metric shows different values in different places

Check:

1. Time periods: Ensure you're comparing the same date ranges
2. Filters: Different filters may be applied
3. Data refresh timing: Reports may be cached while dashboards show real-time
4. Calculation methods: Some reports may use different methodologies
5. Refresh both views and compare again

Changes aren't reflected immediately

Problem: Recent changes don't appear in reports or lists

Solution:

• Refresh your browser (Ctrl+R or Cmd+R)
• Some reports may have caching - wait a few minutes
• Check that the change actually saved
• Verify you're looking in the right place (correct period, filter, etc.)

Getting Additional Help

Still having issues?

If you've tried the solutions above and still experience problems:

1. Document the issue: Note exact error messages, steps to reproduce, and screenshots
2. Check with colleagues: See if others have the same issue
3. Contact your administrator: They may know about organization-specific configurations
4. Provide details: When reporting issues, include:
   • What you were trying to do
   • What actually happened
   • Error messages (exact text or screenshot)
   • Your user role and team
   • Browser and device information
   • Steps to reproduce the issue

Your administrator can escalate to hidma support if needed with these details.