Recover from access, connection, upload, and loading problems and find help or send feedback.
Start with the message shown in the app. It may identify missing access, an invalid file, a failed save, or a connection problem and provide a recovery action.
Account and access problems
If the app says Your account has been disabled, contact your organization admin. Use Log out to leave that account. Refreshing will not restore a disabled account.
If a product or project is unavailable, confirm that you are signed in with the expected email and ask your organization admin to check your membership, product role, and seat. Access to one product does not grant every product.
For a shared QA/QC link, use Use a different account to sign in with the invited address, then Check access again after access changes. Back to Projects returns to your own project list. See Shared review access.
Connection and loading problems
Follow a reconnect prompt when one appears. Read success, warning, and error messages after an action; a button click alone does not confirm a save or completed run.
If the app requests a refresh, check for unsaved edits first, then follow the prompt. If loading fails, use the offered retry action. If you reach a missing page, reopen the workspace from Projects or the main navigation rather than repeatedly opening an old link.
An empty list can mean there is no content yet or your filters hide it. Clear filters before creating duplicate projects, reviews, or uploads. After a failed upload or run, inspect its current status before retrying. See Upload project documents for file validation and processing.
For a floor plan, On this device means the plan has not synced to the server; Not saved means a save failed. Keep the workspace open while checking the connection and save status. See Floor Plans.
Find an article
Open Help Center from your profile menu. Search for a task, browse a category, or select a tag. Featured articles provide common starting points when no filter is active. Select an article card to open it in a dialog; close the dialog to return to your results. Clear the query, category, or tag if you get no matches.
The Help Center covers getting started, project documents and Firm Data, Rus context and collaboration, QA/QC, roles, Detail Library and Cartoon Sets, plugin installation, integrations, and zoning. Use the task guides in this documentation alongside the in-app articles.
Send feedback or book a walkthrough
Choose Product Feedback from your profile menu to describe a problem or suggestion. For an answer-specific problem, use the response rating controls in Rus. Include the affected workspace, the action you took, and the error message so the team can understand the issue.
Use an available walkthrough booking action or book a walkthrough. You can also view testimonials or submit your experience through the Wall of Love.
See the maintained Privacy Policy and Terms of Service for those policies.