Appearance

Troubleshooting ​

Login & Authentication ​

Problem: "Invalid email or password" ​

Solution: Reset your password via the "Forgot Password" link on the login page.

Explanation: Passwords are case-sensitive. If you've used a password manager, ensure it's filling in the correct password for lydaro.app.

Problem: Verification email not received ​

Solution:

  1. Check your spam/junk folder
  2. Wait 5 minutes and check again
  3. Click "Resend verification email" on the login page
  4. Email support@lydaro.app if still not received

Projects ​

Problem: "Project limit reached" ​

Solution: Upgrade your subscription plan to create more projects.

Explanation: The Free tier allows 1 project, Pro allows 5. See Billing & Subscription to upgrade.

Problem: "Project code already taken" ​

Solution: Choose a different project code. Codes must be unique across your organisation.

Explanation: Project codes (e.g., "PROJ-001") are identifiers and must be unique. Try adding a suffix: "PROJ-001-A".

Risks ​

Problem: "Risk limit reached" ​

Solution: Upgrade your plan or archive completed risks to free up space.

Explanation: Free and Pro tiers have a per-project risk limit of 100. Close or delete risks you no longer need.

Problem: Risk quality score is low ​

Solution: Complete all sections of the risk:

  • Add a clear title
  • Fill in cause, event, and effect
  • Assign an owner
  • Add an assessment (probability + impact)
  • Add a response strategy
  • Complete a review

See Risk Quality Score for details.

Team ​

Problem: Invitation not received ​

Solution:

  1. Ask the inviter to check the email address is correct
  2. Check spam/junk folder
  3. Ask the inviter to resend
  4. Email support@lydaro.app with your organisation name

Problem: "Permission denied" when editing ​

Solution: Ask your organisation owner to upgrade your role to Editor or Owner.

Explanation: Viewer role cannot create or edit risks. See Manage Roles.

Export ​

Problem: CSV export is empty ​

Solution: Check that you have risks in the selected project. The export includes only active risks by default.

Problem: CSV file has encoding issues ​

Solution: Open in Excel using Data → From Text/CSV and select UTF-8 encoding.

Lyra Support Assistant ​

Problem: "You've reached the hourly limit for assistant requests" ​

Solution: Wait for the limit window to reset — Lyra will tell you how many minutes remain.

Explanation: Lyra uses a 60-minute sliding window rate limit. Free accounts get 20 requests per hour; Pro and Team get 60. If you upgrade your plan, the higher limit applies immediately without logging out.

Problem: Lyra says "I can only help with questions about Lydaro" ​

Solution: Rephrase your question to focus on how to use Lydaro. Lyra is scoped to Lydaro features only and will not answer questions about other topics or tools.

Problem: Lyra's answer seems wrong or incomplete ​

Solution: Click the thumbs-down button below the response to flag it for review. You can then rephrase the question or email support@lydaro.app for a definitive answer.

Billing ​

Problem: Payment failed ​

Solution:

  1. Check your card details are correct
  2. Ensure your card hasn't expired
  3. Contact your bank to allow the charge
  4. Email support@lydaro.app if the issue persists

Still Stuck? ​

Email support@lydaro.app with:

  • Your email address
  • Description of the problem
  • Screenshot (if applicable)
  • What you expected vs. what happened

We aim to respond within 1 business day.