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Sparqbox Docs

Troubleshooting

Each entry on this page follows the same structure: the symptom, what to check, and what to do. If you don't find your problem here, check the FAQ or email support@sparqbox.com.

I can't sign in

Section titled “I can't sign in”

Check. Are you using the right email address? Did you reset your password recently? Does your workspace require a passkey?

Fix. Try resetting your password from the login page. If your workspace enforces a passkey, you'll need to register one on the device you're signing in from. If you've registered a passkey on another device and it isn't here, the passkey doesn't roam unless your operating system syncs it; register a new one.

I never received the verification email

Section titled “I never received the verification email”

Check. Look in your spam folder. Look for a message from hello@sparqbox.com. Confirm your IT team isn't filtering third-party senders.

Fix. Click Resend verification on the login page. If it still doesn't arrive, ask your IT team to allow the sending domain send.sparqbox.com. Mail to @sparqbox.com is a different system and doesn't need to be allowlisted.

My idea didn't get an AI review

Section titled “My idea didn't get an AI review”

Check. Look at the AI's column on the scorecard. Is it pending?

Fix. The AI sometimes can't complete: a transient API error, a rate limit, or a timeout. The workflow continues without it. Human reviewers will still score the idea and the auto-decision will still fire when they finish. There is no automatic retry. See What the AI does.

I can't add a fourth attachment

Section titled “I can't add a fourth attachment”

Check. Three attachments per idea is the limit on every plan that allows attachments at all.

Fix. Replace one of the existing attachments. Or split the idea into two if the supporting material genuinely covers two ideas. Attachments are also frozen once any reviewer marks their scorecard complete, so check the idea's status. See Submitting an idea.

I can't change a category, it says "in use"

Section titled “I can't change a category, it says "in use"”

Check. Does the category have ideas linked to it?

Fix. Categories with submitted ideas can't be hard-deleted; this is by design, to prevent orphaned ideas. Either deactivate the category (which keeps existing ideas linked but hides the category from new submissions), or move the existing ideas to another category first.

The workspace shows "Read-only"

Section titled “The workspace shows "Read-only"”

Check. Has your Stripe subscription been cancelled?

Fix. Open Settings → Billing and pick a plan. Completing checkout flips the workspace back to writeable immediately. Reads keep working in read-only mode; only writes are blocked. See Billing and plans.

I hit a limit on the Starter plan

Section titled “I hit a limit on the Starter plan”

Check. Which control is disabled? The Coordinator option in the role dropdown? The New category button? The AI reviews near-cap banner?

Fix. Open the upgrade modal that appeared (or click the disabled control again). Upgrading to Growth removes most Starter limits, including categories, coordinators, campaigns, and the volume caps on ideas and AI reviews.

Sparqbox stopped posting to Slack

Section titled “Sparqbox stopped posting to Slack”

Check. Has the Slack integration been disconnected? Has the Slack token expired?

Fix. Open Settings → Integrations → Slack as an admin. If the connection is broken, click Reconnect and run through the OAuth flow again. The default channel will be remembered; you can change it on the same page. See Slack integration.

What's next

Section titled “What's next”