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Troubleshooting

Common issues users encounter when using Equa and how to resolve them.

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Account and Login Issues

Possible causes:
  • Email not verified yet — check your inbox for the verification email
  • Incorrect password — use the “Forgot Password” link on the login page
  • Account disabled — contact your organization administrator
Solution: Try resetting your password via the login page. If the issue persists, request a magic link login instead.
Possible causes:
  • Pop-up blocker preventing the Google auth window
  • Third-party cookies blocked in your browser
  • Google account email doesn’t match your Equa account
Solution: Allow pop-ups for the Equa domain, ensure third-party cookies are enabled, and verify you’re signing in with the same email used for your Equa account.
Solution: Check your email for a verification link. If it expired, log in and request a new verification email from the prompt on screen.

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Organization Issues

Possible causes:
  • You’ve reached the organization limit for your subscription tier
  • Your email isn’t verified
Solution: Verify your email if not already done. Check your subscription plan limits under Billing > Subscription.
Possible causes:
  • Invitation is still pending (check your email for the invite)
  • You registered with a different email than the one invited
Solution: Accept the invitation link from your email. Ensure you’re logged in with the same email address that received the invitation.
Solution: Your subscription tier has a maximum member count. Upgrade your plan under Billing > Subscription to add more members.

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Cap Table Issues

Possible causes:
  • Transfers or conversions may not be reflected yet
  • Vesting schedules may show unvested shares differently
Solution: Review the capital changes log for the organization. Check if there are pending transfers or recent conversions that affect the totals.
Possible causes:
  • Missing required fields (shareholder name, security type, shares)
  • Browser blocking the PDF download
Solution: Ensure all required fields are filled. Try allowing pop-ups and downloads for the Equa domain.

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File and Document Issues

Possible causes:
  • File exceeds the 10MB upload limit
  • Unsupported file type
  • Network timeout
Solution: Reduce the file size to under 10MB. Try a different file format. Check your internet connection and retry.
Solution: Data room access is controlled per-member by your organization administrator. Contact them to request access.

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Integration Issues

Possible causes:
  • OAuth token expired — reconnect your Google Drive
  • Target folder was deleted or moved in Google Drive
  • Sync is disabled in configuration
Solution: Go to Settings > Google Drive, disconnect, and reconnect. Verify the target folder exists. Check that sync is enabled.
Solution: Microsoft integration requires admin configuration. Contact your system administrator to enable it with the correct Azure AD credentials.

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Performance Issues

Possible causes:
  • Large cap table with many shareholders
  • Slow network connection
  • Browser cache needs clearing
Solution: Try clearing your browser cache. For large organizations, use pagination and filters to reduce data loaded. Consider upgrading your internet connection.
Solution: AI responses depend on the complexity of your request and current API load. Simpler queries return faster. If consistently slow, check your network connection.

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Still Need Help?

If your issue isn’t listed here:
  1. Check the FAQ for common questions
  2. Review the specific feature guide for your area (see User Guides)
  3. Contact support through the Equa platform