Find answers to common questions and resolve issues
Quick fixes
Solutions to frequently encountered problems.
Issue: Can't create a work order
Solution: Your role needs the work_orders:create permission. Contact an admin.
Issue: Data doesn't save
Solution: Check internet. Clear cache. Check browser console for errors.
Issue: Pages load slowly
Solution: Clear cache. Use filters. Try different browser.
Issue: Menu items missing
Solution: Depends on role permissions and enabled modules. Contact admin.
Issue: No email notifications
Solution: Check your spam folder and add freemaint.com to your safe senders. Check the email address in your profile and your notification preferences.
Issue: Wrong report data
Solution: Check date range and filters. Ensure WOs are properly closed.
Issue: Can't create a work order
Solution: Your role needs the work_orders:create permission. Contact an admin.
Issue: Data doesn't save
Solution: Check internet. Clear cache. Check browser console for errors.
Issue: Pages load slowly
Solution: Clear cache. Use filters. Try different browser.
Issue: Menu items missing
Solution: Depends on role permissions and enabled modules. Contact admin.
Issue: No email notifications
Solution: Check your spam folder and add freemaint.com to your safe senders. Check the email address in your profile and your notification preferences.
Issue: Wrong report data
Solution: Check date range and filters. Ensure WOs are properly closed.
Include browser type, OS, and screenshots when reporting issues.
Auth issues
Common account and login solutions.
Issue: Forgot password
Solution: Click 'Forgot Password', enter email, check inbox (and spam).
Issue: Account locked
Solution: Wait 15 minutes after failed attempts. Contact admin if persistent.
Issue: Can't access features
Solution: Role-dependent. Admin can adjust your role/permissions.
Issue: Invitation expired
Solution: Links expire after 7 days. Ask admin to resend.
Issue: Session expired
Solution: Security feature. Log in again. Check cookie settings.
Issue: Several people share one computer
Solution: Sign out between shifts — the sign-in page then lists the accounts recently used on that computer, so the next person taps their name and only types a password. « Switch user » in the avatar menu does the same. Only names are stored, never a password or an open session, and each row can be removed with the ×. If your administrator gave you a short identifier instead of an email, sign in with it as name@company.
Issue: Change my sign-in email
Solution: Profile → Email → "Change" (app: Settings → Account → "Email address"). Enter the new address, then your password — or, if you sign in with Google, Microsoft or Apple, the code we send to your current address. Click the link sent to the new address to finish.
Issue: Forgot password
Solution: Click 'Forgot Password', enter email, check inbox (and spam).
Issue: Account locked
Solution: Wait 15 minutes after failed attempts. Contact admin if persistent.
Issue: Can't access features
Solution: Role-dependent. Admin can adjust your role/permissions.
Issue: Invitation expired
Solution: Links expire after 7 days. Ask admin to resend.
Issue: Session expired
Solution: Security feature. Log in again. Check cookie settings.
Issue: Several people share one computer
Solution: Sign out between shifts — the sign-in page then lists the accounts recently used on that computer, so the next person taps their name and only types a password. « Switch user » in the avatar menu does the same. Only names are stored, never a password or an open session, and each row can be removed with the ×. If your administrator gave you a short identifier instead of an email, sign in with it as name@company.
Issue: Change my sign-in email
Solution: Profile → Email → "Change" (app: Settings → Account → "Email address"). Enter the new address, then your password — or, if you sign in with Google, Microsoft or Apple, the code we send to your current address. Click the link sent to the new address to finish.
CSV troubleshooting
Common CSV import problems.
Issue: Invalid format
Solution: Use template. Save as CSV UTF-8.
Issue: Skipped rows
Solution: Check errors: duplicates, missing fields, bad references.
Issue: Corrupted characters
Solution: UTF-8 encoding. Excel: CSV UTF-8.
Issue: Timeout
Solution: Split into smaller batches — 2,000 to 5,000 rows imports comfortably. Maximum 8,000 rows per file. Exception: a parts file whose rows give both a quantity and a location, imported in "Update existing only" or "Update existing & create the rest" mode, updates stock location by location and is limited to 2,500 rows per file, because each of those rows takes longer to write.
Issue: Invalid format
Solution: Use template. Save as CSV UTF-8.
Issue: Skipped rows
Solution: Check errors: duplicates, missing fields, bad references.
Issue: Corrupted characters
Solution: UTF-8 encoding. Excel: CSV UTF-8.
Issue: Timeout
Solution: Split into smaller batches — 2,000 to 5,000 rows imports comfortably. Maximum 8,000 rows per file. Exception: a parts file whose rows give both a quantity and a location, imported in "Update existing only" or "Update existing & create the rest" mode, updates stock location by location and is limited to 2,500 rows per file, because each of those rows takes longer to write.
Loading issues
Tips for improving speed.
Chrome, Firefox, or Edge. Keep updated.
Permission problems
Usually a permissions issue.
Issue: Menu item missing
Solution: Role needs the permission. Contact admin.
Issue: Can see but can't edit
Solution: READ but not UPDATE permission. Ask admin.
Issue: No cost data visible
Solution: Amounts need their own permissions, such as work_orders:view_costs and analytics:view_costs, which only some roles hold by default. Ask an admin.
Issue: Module missing entirely
Solution: May be disabled. Admin enables in Settings > Modules.
Issue: Menu item missing
Solution: Role needs the permission. Contact admin.
Issue: Can see but can't edit
Solution: READ but not UPDATE permission. Ask admin.
Issue: No cost data visible
Solution: Amounts need their own permissions, such as work_orders:view_costs and analytics:view_costs, which only some roles hold by default. Ask an admin.
Issue: Module missing entirely
Solution: May be disabled. Admin enables in Settings > Modules.
Ask admin to check your role in Organization > Users.
Report a bug or suggest an improvement from inside the app
Bugs you run into and features you wish existed are best sent from inside FreeMaint. Everything that arrives that way gets a reference, is prioritized against the rest of the roadmap, and notifies you when it ships.
Important:
Email works too, but it gets no reference, cannot be voted on by other users, and cannot notify you when the work is done. Use the in-app form whenever you can.
For a "how do I…" question, try FreeMee first — the assistant behind the same bottom-right button. It knows the product and answers immediately, which is usually faster than waiting for a reply.
In the mobile app, if your screenshots cannot be uploaded, the report is not sent: try again, or remove them to send the text alone.
Open Support in the sidebar and switch to My Requests to see everything you have submitted and where it stands. When a request ships it appears in the What's New panel, and you are notified.
The same form is also available from Support in the left sidebar. On the mobile app it is the same button, under "Submit feedback".
How to get help
Multiple support channels available.
For setup, data import, team training or maintenance consulting, your company's administrators can ask independent partners in their country through “Ask a partner for help”: in the “Help and feedback” button, the Help Center and the Help page. It appears only when a listed partner works in your company's country, and never in a workspace that a reseller provides under its own brand. See the article “Ask a service partner for help”.
24-48 business hours. Critical issues prioritized.
Include company name, issue description, reproduction steps, and screenshots.
Send your setup, training or consulting need to up to three independent partners who work in your language, in your country or remotely, straight from FreeMaint.
Need a hand to set FreeMaint up, bring your data in, train your team or review how you organise maintenance? Describe your need once, inside FreeMaint: we send it to up to three independent service partners who work in your language, in your country or remotely, starting with those present in your country.
The page says why. Verify your e-mail address first, since partners reply to it, and set your company's country in Company Settings so that we can find partners who cover it. In a workspace that a reseller provides under its own brand, contact your provider directly. Someone viewing your workspace on your behalf cannot send a request for you, and requests cannot be sent from some countries and regions.
Important:
Partners are independent companies listed in the FreeMaint directory. They quote, contract and invoice their work themselves. FreeMaint does not sell these services and is not part of the exchange between you and the partner.
If partners are listed but none covers your country yet, the floating button shows “Find a service partner” instead: it opens the public partner directory in a new tab.
Once you have chosen a partner, give their team access to your workspace with the ready-made “Service partner” role: see “Invite your service partner into your workspace”.
In the FreeMaint mobile app, administrators find it in Settings › Support › “Ask a partner for help” (same conditions), and on the account deletion form for the same four reasons. When partners are listed but none covers your country yet, the row reads “Find a service partner” and opens the public directory.
Below the form, “Your requests” lists your company's requests of the last 90 days, with their status and the partners who accepted. While a request is open, “Cancel” stops it: partners who have not answered no longer receive it, and partners who already accepted keep your contact details.
Visitors can send the same request from the public form at freemaint.com/services/partners/request, giving their name, e-mail address, company and country. When the request reaches partners, they receive a confirmation e-mail with a link to cancel it. The directory of listed partners is at freemaint.com/services/partners. You can filter it by country, language, service, sector and type of organisation; with a country selected, it lists the partners present there first, then, separately, those who work remotely.
In the web app, “Ask a partner for help” appears only for your company's administrators (roles that hold the company settings permission), only when at least one listed partner covers your company's country (it works there, or it works remotely and speaks your language), and never in a workspace that a reseller provides under its own brand. It is offered in five places:
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