> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.gavel.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Help with signing in, managing your account, and resolving common errors.

## Logging In

<AccordionGroup>
  <Accordion title="I'm having issues logging in.">
    * Have you done a hard refresh like [this](#hard-refresh)?
    * Make sure you're logging in at **\[yoursubdomain].gavel.io**. Bookmark that page for the future.
    * Have you [cleared your browser cache](https://support.google.com/google-ads/answer/32050?hl=en-AU\&co=GENIE.Platform%3DDesktop)?
    * What device are you on? We recommend using Gavel on your desktop, with Chrome, for the best experience.
    * Have you done a password reset? **Make sure you're using the exact same email as the one associated with your account.**
  </Accordion>

  <Accordion title="What's my clientname in the Word add-in?">
    This is your subdomain. So, if your Gavel site is at [mylawfirm.gavel.io](https://mylawfirm.gavel.io), your clientname would be `mylawfirm`.
  </Accordion>
</AccordionGroup>

***

## Account Management

<AccordionGroup>
  <Accordion title="I have billing questions.">
    Admins can make billing adjustments from the billing portal in their dashboard by going to **Settings > Billing**. For anything else, email [help@gavel.io](mailto:help@gavel.io).
  </Accordion>

  <Accordion title="My colleague logged into their account and isn't seeing anything.">
    Is your colleague set as a Builder or an end user? Go to **Users** and check whether they're set as the correct type of user.

    <Note>
      Gavel Builders are siloed by design — all Builders do **not** see the same Dashboard. If you'd like your colleagues to use workflows you've created, you need to [send a copy to their Builder seat](https://help.gavel.io/articles/builder-collaboration) or [assign the workflow to them](https://help.gavel.io/articles/assigning-workflows). See [User Management](https://help.gavel.io/articles/user-management) for more info.
    </Note>
  </Accordion>

  <Accordion title="Can I change my subdomain?">
    If you want to keep all the data in your Data Manager, there's no way to create a new subdomain for your existing account. However, if you're on the Pro plan, you can set up a [custom domain](https://help.gavel.io/articles/custom-domain) to replace the original subdomain URL with something else (e.g., [documents.mynewlawfirm.com](https://documents.mynewlawfirm.com) instead of [oldfirm.gavel.io](https://oldfirm.gavel.io)).
  </Accordion>
</AccordionGroup>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="I'm getting an error message and I don't know what it means.">
    Please send [help@gavel.io](mailto:help@gavel.io) the URL of the page you're on and a PDF or screenshot of the full error message. Don't worry, it's fixable! You can also paste the text of the error message into the "Ask Assistant" feature (at the top of this page) for help troubleshooting.
  </Accordion>

  <Accordion title="Why am I seeing 'No sessions' in Data Manager?">
    If you're in Data Manager and see "No sessions" but know this workflow has sessions, it likely means there's an error in your workflow. Click **Run** on your workflow and start filling out a test run to trigger the error.

    If you need help resolving it, paste the full error message into the "Ask Assistant" feature (at the top of this page) for troubleshooting advice, or email [help@gavel.io](mailto:help@gavel.io) with a PDF or screenshot of the error and the URL of the page you're seeing it on.
  </Accordion>

  <Accordion title="I'm getting a 'time out' error page — how do I get my documents?">
    This means you're trying to load many or a few large documents and the site timed out in the process. You should be able to come back in a bit and refresh the page to see the document.

    Reach out to [help@gavel.io](mailto:help@gavel.io) if this is happening frequently so we can make an adjustment for you.
  </Accordion>

  <Accordion title="When I open my automated PDF, I'm not seeing the fields / the fonts aren't matching.">
    Try opening the document in another PDF reading tool. Reach out to [help@gavel.io](mailto:help@gavel.io) if you continue to see this issue.
  </Accordion>

  <Accordion title="How can I do a hard refresh?">
    <span id="hard-refresh" />

    A hard refresh forces your browser to load the latest version of a page by clearing its cached files. Note that clicking the refresh arrow in your address bar is **not** a hard refresh.

    | Platform                        | Shortcut                                                  |
    | ------------------------------- | --------------------------------------------------------- |
    | Windows (Chrome, Firefox, Edge) | `Ctrl + F5`                                               |
    | Mac (Chrome, Firefox)           | `Cmd + Shift + R`                                         |
    | Safari (Mac)                    | `Opt + Cmd + E` to clear cache, then `Cmd + R` to refresh |
  </Accordion>
</AccordionGroup>