FAQs & troubleshooting

Why can I see a task but not change it?

Clients can read and comment on accessible shared work but can update status or checklists only on client-owned tasks that are unassigned or assigned to themselves. A project or workspace may also be read-only. Check permissions and read-only causes.

Why did completing my task send it to Review?

The task has Provider approval required for client completion enabled. A provider must choose Approve completion. Dependencies and checklist items must be complete first. This is provider approval of client work.

Why does my request not appear in project progress?

Requested and declined work is excluded from committed metrics and the timeline. A provider must Accept request before it becomes Open committed work.

Does archiving reduce my bill?

No. It frees occupied active-project capacity, but you continue paying for purchased slots, including unused ones. A provider admin must explicitly review and confirm a lower purchased quantity. It cannot be lower than the current active count.

Does a paid plan keep projects longer?

No. Every project expires 90 days after its original creation. Payment, archiving, completion, a new retainer cycle, changed dates, and restoration do not extend it. Download an archive before the deadline.

Is everything deleted when the trial ends?

No. The workspace becomes read-only without a subscription. Each project keeps its own fixed 90-day deadline from creation. Trial expiry does not start an extra workspace-wide deletion countdown.

Why can I not create a project even after archiving one?

Active capacity and structural quotas are different. Inactive and Completed projects still count toward the per-client project limit. The trial allows one project per client; paid allows five. Archiving frees an active slot, not that structural quota.

Why can I not upload when the meter shows free space?

Uploads stop at 99% of the 2 GB project quota, including reserved space for in-progress uploads. Internal attachments also count. Task attachments additionally have type restrictions and a 4 MB limit. Ask a provider to delete unneeded files after downloading what must be kept.

Can client users delete files?

No. Provider users manage deletion on writable projects. Clients can upload and download accessible files while the project is active, and download before expiry when it is read-only.

Why did the client not receive an invitation?

Creating a client record with a primary contact email does not invite that person. A provider admin must choose Invite client admin and send it. The recipient then verifies their account if needed and explicitly selects Accept invitation.

Can an invited member use a signup promotion?

No. Signup promotions are for new provider accounts. Invited users join an existing provider without a separate trial or subscription. Payment discounts belong in checkout, not the signup promo field.

Can I restore a project from its ZIP archive?

The ZIP is a download of accessible data and files. There is no supported archive import or automatic restore flow. Check the download before the deletion deadline and keep it in your organization’s approved storage.

Does Engagement automatically move dates or create retainer months?

No. Dependencies enforce completion requirements without rescheduling task dates. Retainer cycles are created manually, and eligible recurring tasks are copied when you create a cycle.

Can I rename a workspace, delete a task, or edit a time entry?

The current customer interface does not provide those general controls. Contact support for help with an incorrect record. Do not assume archiving is deletion or create duplicates without considering quotas.

Where can I get more help?

Email hello@scalepointer.com with the screen, action, role, and exact error. Remove customer data from screenshots and never send credentials or recovery links.