Troubleshooting — LetResolve Help

At a glance

The first visit of the day can take up to a minute. Just wait.
Sign-in codes come from Microsoft, so check your junk or spam folder.
Open invitation links with the exact email address they were sent to.
Still stuck? Contact us with the message you saw. A screenshot helps.

It's taking a while to open

To keep prices low, LetResolve rests when nobody is using it, and wakes up when someone arrives. You might see:

Waking LetResolve up — the first visit of the day takes up to a minute… Wait, and it carries on by itself.
Finishing signing you in… This is normal for a few seconds just after you sign in.
Your sign-in hasn't come through yet. Please refresh the page in a moment. Wait a few seconds, then refresh the page.

After the first visit, everything is quick.

My sign-in code hasn't arrived

Check your junk or spam folder. The code is emailed by Microsoft on LetResolve's behalf.
Wait a couple of minutes, because email can be slow.
Check you typed your email address correctly, then ask for a new code from the sign-in page.
Codes only work for a short time. If yours has expired, ask for a new one.

Never share your code

Nobody from LetResolve will ever ask for your sign-in code. If someone does, don't give it to them.

It says "No access yet"

You've signed in with an email address that isn't part of a LetResolve account.

Used a different address? Choose Sign out on that page, then sign in again with the address you were invited with.
Not invited yet? If you work with a landlord, ask them to invite you. If you're a landlord, get in touch to set up your account.

My invitation link doesn't work

What you see	What to do
"This invitation has expired."	Links last 7 days. Ask whoever sent it for a new one.
The invitation was sent to a different address	It only works when you're signed in with the address it was sent to. Sign out and sign in with that address.
The link has stopped working	It may have been cancelled, or replaced by a newer link. Ask for a new one.
A message that you already belong to another account	Each email address can belong to one landlord account. Use a different address, or contact us.

I can't see a button or a menu item

What you can see depends on your role. These are for landlords only:

Delete, Delete property and Remove
Team and History in the menu
Ask LetResolve

If you see You have view-only access, so these fields cannot be changed., your access is read-only. Ask your landlord if you need to make changes.

On a phone, the search box at the top of the page is hidden. Use the search box on the Issue Log page instead.

My upload didn't work

Message	What to do
"That file is … MB. The limit is 15 MB"	Try a smaller version. Most phones can share a photo at a smaller size, and a long PDF can be split or compressed.
"… cannot be attached"	That kind of file isn't accepted. Save it as a PDF, or as a JPEG or PNG for images. What you can upload.
"That file isn't a valid image."	The file may be damaged, or not really a photo. Try exporting or sharing it again from your phone or computer.
"That file is empty."	Choose the file again. It may not have finished saving or downloading.
"The file couldn't be saved to storage just now."	A temporary problem on our side. Try again in a minute.

On a phone with a weak signal, large uploads can fail part-way through. Try again on Wi-Fi.

A photo or file won't open

A HEIC photo downloads instead of opening: some browsers can't show HEIC images. Open the downloaded file, or upload photos as JPEG in future.
"The file couldn't be fetched from storage just now": try again in a moment.
Word and Excel files always download, rather than opening in the browser.

I can't find an issue

The Issue Log starts by showing open issues only. Set Status to All to include resolved and closed ones.
Search looks at the summary, description, comments and resolution, but not at addresses or names. Use the Property filter for an address. More about search.
A deleted issue doesn't appear in lists. Ask your landlord, or see below.

I deleted something by mistake

Issues and properties are kept when they're deleted, and can be restored. Contact us and we'll put them back.
Photos and documents are removed straight away, but we may be able to recover them if you contact us within 7 days.

Ask LetResolve isn't working

It's not in my menu: Ask LetResolve is for landlords only.
Ask LetResolve isn't switched on yet: it isn't available on your account yet.
You've used this month's questions. They reset on the 1st.: you've reached your monthly allowance.
A message about asking too many questions: there's a limit of 10 questions in 10 minutes. Wait a few minutes and try again.
It says it can't help: it only answers questions about your own records. Rephrase the question around your properties and issues. What it can and can't do.

It says "Something went wrong"

Refresh the page and try again.
If it happens again, wait a minute. It may be a temporary problem.
Still happening? Contact us and tell us what you were doing, the exact message, roughly when it happened, and which device and browser you were using. A screenshot really helps.

Which browsers work best?

LetResolve works in up-to-date versions of Chrome, Edge, Safari and Firefox, on phones, tablets and computers. If something looks wrong, first make sure your browser is up to date.