Start from the symptom. Always confirm which tab and which card the person is on, and whether they are a CompanyAdmin.
| Symptom | Likely cause | Next action |
|---|---|---|
| "I cannot see the Company Settings" / "It says restricted" | The user is a TenantUser | Only a CompanyAdmin can use that tab. Ask a CompanyAdmin, or have a CompanyAdmin change the user’s role in 6. User Management. |
| "I changed my name but it didn’t save" | They changed a field but did not click Save Profile, or a field shows a red validation message | Ask them to scroll to the red text, fix it, and press Save Profile |
| "My photo did not upload" | Wrong type or over 2 MB | Use the message table in 7.1.1 |
| "My photo changed but my other edits are gone" | The photo saves on its own; the other edits needed Save Profile | Re-enter them and save |
| "Times are wrong / on the wrong day" | Profile time zone not set or wrong | 7.1.5 |
| "I can’t change my password" | Wrong current password, or the new one breaks the rules | 7.1.9 |
| "There is no password section / change-password form" | The account signs in only through Google, Microsoft or Facebook and has no password | Expected. To add a password, use Forgot password on the sign-in page (2.6) |
| "The AI adds my logo and I don’t want it" / "I want to add it myself in Canva" | Logo switch is on | 7.2.3 — switch off, Save Business Profile, regenerate |
| "The AI isn’t adding my logo" | No logo, SVG logo, switch off, unsaved, or older media | The checklist in 7.2.3 |
| "Generated posts don’t sound like us" | Business Profile empty or thin | Fill in Who your customers are, Tone of voice, Words to never use (7.2.2) |
| "The AI keeps using a word/claim we banned" | Not listed in Words to never use / Claims to avoid, or the profile was not saved | Add and save |
| "Add New Token is greyed out" | Plan has no API access | 7.3 |
| "I lost my token" | Tokens cannot be shown again | Create a new one, replace it in the external system, remove the old one |
| "I see a leave-page warning" | There are unsaved edits | Press Save on the card you edited, or leave to discard |
