FAQ
Frequently asked questions
Short answers to what people ask in their first month, each linking to the article that explains it.
The short answers to what people ask in their first month. Each links on to the article that explains it properly.
Getting in
I cannot sign in. Check both your email and your password: the message never says which one is wrong. If you have forgotten the password, use Forgotten your password? on the sign-in page. See Signing in and two-factor.
I was signed out suddenly. Sign in again. If it keeps happening, ask an administrator: a deactivated account loses access.
Can I create an account myself? Yes, with Create an account on the sign-in page. To work in your firm's business, somebody there still has to invite you. Invitations last seven days.
I work for two businesses. Do I need two accounts? No. One account reaches every business you belong to, and the business list after sign-in shows them all.
Finding my way
A menu item a colleague has is missing for me. Your permission groups, the apps your business holds, and sometimes the kind of work the business does decide what you see. Ask an administrator. See Roles and what each can do.
Nothing in the menu is highlighted. Some screens are reached by clicking through from elsewhere and light nothing, deliberately.
Can I choose which page I land on? Yes. The star beside a page title makes it your homepage, and you land there when you sign in.
How do I move to another app or business? Your apps in the top bar switches app. The house icon returns to your business list, where you open another business. See Finding your way around.
Work
A task I expected is not on my workspace. My Workspace shows work assigned to you. Unassigned work does not appear there. See My Workspace.
What is a subtask's weight? How much of its parent task a subtask represents, so progress counts work rather than steps. See Tasks, subtasks and weightage.
Capacity says somebody is free and they say they are not. Capacity only knows about work recorded as tasks with hours. See Placing work with Capacity.
Why are there dashed rows on Capacity? They are repeating work forecast into the weeks ahead that has no task yet. Their hours already count towards the week totals.
Time and money
Do I have to submit a timesheet every week? That is your firm's rule, not Orin OS's.
I submitted the wrong week. Submitted time is locked while it waits for approval. Ask your approver to reject it; rejected time can be edited and submitted again. See Timesheet.
What counts as non-billable? Real work that is not chargeable. Log it anyway: it is how your firm learns what a client costs.
What is WIP? Billable time logged and not yet invoiced. See Work in progress.
A rate changed. Does time I already logged change? Not once it has been submitted or approved: that time keeps the rate it had. See Hourly rates.
Clients and documents
Why can I not create an engagement for a client? The client is probably still a draft. Finish adding the client first, then the engagement can be created. See Adding a client.
A colleague cannot see a document I filed. The document's type decides who can see it. See Document types and confidentiality.
A document was not read by Capture. Open it: the document says why. See Capture: letting Orin read documents.
Something is in Quarantine. Open it: the reason is on the document, and it is usually about the file rather than its contents. See For review, Bin and Quarantine.
Everything else
Is Aiden always right? No. Check anything that matters on the screen it points at. See Ask Aiden.
Where do I report something wrong with Orin OS? Open the help menu (the question mark in the top bar) and choose Report a problem, or use the Support tab in the Help Centre. If you cannot see Report a problem, ask an administrator to report it. See Reporting a problem to Orin.
A help article is wrong. Choose No under Was this page helpful? at the foot of it, then use Raise a ticket to say what was missing.