# Troubleshooting

> Common issues signing in, collecting and saving - and what they mean.

Most Calc problems fall into a few buckets. Here is what the common messages
mean and how to clear them.

## I cannot sign in

- **"Incorrect email or password"** - the credentials did not match. Check for
  typos and caps lock.
- **Account not active / email not verified** - your account is not enabled yet.
  Verify your email, or ask your administrator to activate the account.
- **Subscription inactive** - your company's plan is not valid for Calc right
  now. Your administrator can sort this out.
- **Already signed in on another account** - Calc allows one active session at a
  time. Sign out of the other account (or wait for that session to end), then
  try again. See [seats and sessions](/calc/install-and-sign-in#seats-and-sessions).

## I was signed out unexpectedly

If Calc signs you out with a notice that your session was ended, an
administrator ended your session remotely - usually to free a seat. Excel stays
open; sign in again when a seat is available.

## I am asked (or forced) to update

When you sign in, Calc checks its version:

- An **optional update** can be dismissed - carry on and update later.
- A **required update** blocks sign-in until you install the new version. Use
  the link in the notice to download it.

See [version updates](/calc/install-and-sign-in#version-updates).

## The button I need is missing

The Calc ribbon is context-aware. A missing button is almost always one of:

- **Wrong mode** - Collect only shows in Use mode; the build and save tools only
  show in Design mode.
- **Permission** - creating, editing or deleting templates each need a role that
  allows it.
- **Plan** - template authoring is unavailable on the **Go** tier.

See [the ribbon](/calc/ribbon) and [modes and permissions](/calc/concepts#modes-and-permissions).

## Collect did nothing or errored

- **No tables** - the template has no tables to collect. Add at least one in
  [Tables](/calc/building-templates/tables).
- **Filtered everything out** - your [filter](/calc/collecting-data/filters)
  values matched no rows. Try **Collect without filters** to confirm there is
  data, then narrow down.
- **No connection** - collecting pulls live data, so it needs internet access.

## I cannot save a template

- Saving needs an internet connection.
- Editing is gated by your **role** and is unavailable on the **Go** tier.
- A workbook with macros must be `.xlsm`; Calc upgrades the format on save. See
  [Saving templates](/calc/building-templates/saving).

## Still stuck?

Note the exact message and what you were doing, and contact GIMLabs support or
your company administrator.