Troubleshooting

Cannot sign in to the portal

Quick checks 1. You are on portal.forepath.io (not another brand host). 2. Email spelling matches the account. 3. Email is confirmed. Complete confirmation if the portal still asks for it. 4. Password is current. Use Forgot password if needed (fixed reset behavior on portal 2.31.5+). 5. 2FA code is fresh. Request a new email OTP or wait for a new TOTP period. Do not reuse an old code. Wrong tenant or empty home If sign-in succeeds but you see the wrong organization or almost no data, switch organization context or ask an administrator to attach your user. This is often a membership issue, not an outage. Browser issues - Try a private window. - Disable aggressive tracker blockers for portal.forepath.io long enough to sign in and, if you use chat, to grant cookie consent. - Clear site data for portal.forepath.io if an old session misbehaves. Still failing? Email [email protected] or use live chat during Monday to Friday, 09:00 to 17:00 Europe/Berlin. Include organization name, sign-in email, and approximate time. Do not send passwords, OTPs, or tokens.

Missing portal emails (confirm, reset, OTP)

Which emails this covers - Signup email confirmation - Password reset - Email OTP for 2FA Steps 1. Wait a few minutes, then check spam, quarantine, and external filtering digests. 2. Resend once from the portal UI. Avoid requesting many resets in a short window. 3. Confirm your administrator spelled the address correctly. 4. Ask your mail admin to allow messages from ForePath's sending domains (your admin can verify current sources with Support). 5. Try password reset or OTP again after filtering changes. Codes still fail A code that arrives late is often already expired. Request a new OTP instead of retrying the old one. The same applies to one-time reset links. Invoice emails Invoice PDFs may come from Decabill or a billing mailbox depending on your contract. For those, see Billing & invoices and, when needed, [email protected].

Dashboard or live board stuck while the rest loads

Symptom Lists or pages that load over the normal API appear, but a live board, billing widget, or real-time panel stays empty or spinning. Likely cause The ForePath portal uses REST for most data (https://backend.forepath.io/api) and a separate billing WebSocket (https://backend.forepath.io/billing) for live billing updates. Corporate proxies, VPNs, or browser extensions sometimes allow HTTPS API calls but block or break WebSocket upgrades (for example via Traefik or Socket.IO paths). Do not configure ForePath portal clients to use Agenstra controller sockets for billing live updates. What to try 1. Hard-refresh the page. 2. Test another network (for example mobile hotspot) to see if a proxy is involved. 3. Allow WebSocket connections to backend.forepath.io in the corporate firewall if you control it. 4. Disable extensions that rewrite WebSocket traffic, then retry. 5. Check forepath.io/status for a declared incident. When to contact Support If REST data loads for you but live panels fail across networks, contact [email protected] with browser name, approximate time (Europe/Berlin), organization name, and whether other HTTPS sites' live features work on the same network. Do not attach capture files that contain session cookies or Authorization headers.