# Troubleshooting > What FloorLine's messages mean and what to do about them, for signing in, tablets and the floor, work orders, stock and orders, imports, and billing. Source: https://docs.floorlinehq.com/help/troubleshooting/ (updated 2026-10-16) Find the message you saw, or the problem you have, below. Each one says why it happens and what to do. Messages are quoted the way FloorLine shows them; a number or name in them will be your own. **Tip:** Many messages end with "Try again in a moment." Those mean FloorLine couldn't finish the request, often because of a dropped connection. Check your internet connection and try once more. If it keeps happening, contact support (at the bottom of this page). ## Is FloorLine down? If FloorLine won't load, or everyone at your shop sees the same problem at once, check [status.floorlinehq.com](https://status.floorlinehq.com). It checks every part of FloorLine every minute (the site, the shop app and tablets, the database, live updates, email and background jobs, and this help center) and shows anything we're working on, with updates as we go. You can also open it from your name in the app's header: **System status**. If the status page shows everything working but FloorLine still doesn't work for you, check your shop's internet connection, then contact support. ## Signing in ### "That email and password don't match an account at this shop." Either the email or the password is wrong, or you're on a different shop's address. FloorLine doesn't say which, so nobody can use the sign-in page to find out who has an account. - Check the address in your browser: it should be your shop's, such as `acme-machining.floorlinehq.com`. - Check the email for typos. - If you're not sure of the password, choose **Forgot password?** See [Reset a forgotten password](https://docs.floorlinehq.com/account/your-account/#reset-a-forgotten-password). ### "There's no shop at … .floorlinehq.com" The shop address is misspelled. Addresses made from a shop name often have a hyphen, like `acme-machining`. Choose **Find your shop** and type the address again, or ask someone at your shop for the link. ### "Too many tries. Wait N minutes, then try again." There were too many sign-in attempts (or password reset requests, or PIN tries on a tablet) in a short time, so FloorLine paused them for a few minutes. Wait the time shown, then try again. If you've forgotten your password, request one reset link and use it rather than trying more passwords. ### I'm an operator and can't sign in on the website That's expected: operators don't have an email and password. They sign in on a station's tablet with their name and PIN. See [Use the tablet](https://docs.floorlinehq.com/floor/tablet/). ### The reset, confirmation, or invite email didn't arrive - Check your spam or junk folder. Emails come from noreply@floorlinehq.com. - Make sure you typed the email you sign in with. The **Forgot password?** page answers the same way whether or not an account exists, so a typo looks like success. - For a confirmation email, choose **Resend** in the "Confirm your email address" banner. - For an invite, ask an admin to choose **Resend invite** on the Users page. If they just sent one, they may see "An invite was just sent. Wait a minute before sending another." ### "This reset link has expired or was already used." Password reset links work for 1 hour and only once. Choose **Get a new link** and use the newest email. After a successful reset, you're signed out everywhere; sign in again with the new password. ### "This invite has expired or was already used." Invite links work for 7 days and only once. If you already set your password, just sign in. Otherwise ask whoever invited you to choose **Resend invite** on the Users page. ### "This confirmation link has expired or was already used." Confirmation links work for 3 days. Sign in and choose **Resend** in the banner at the top of the page to get a new one. ### "Only the shop owner can see and change billing." Billing belongs to the person who created the shop. Ask them to change the plan, or to add users or stations. ## Tablets and the floor ### "This device isn't set up as a floor tablet." The tablet isn't registered, or it was revoked on the Tablets page, or the browser's site data was cleared (which removes the registration). A manager or admin can set it up again: sign in on the tablet, open **Settings → Tablets**, and choose **Set up this device**. See [Set up tablets](https://docs.floorlinehq.com/setup/tablets/). ### "This tablet isn't paired with a station." Each tablet works one station. This one has none, usually because its station was archived. A manager or admin picks a station for it on **Settings → Tablets**. ### "That station already has a tablet." Each station has one tablet. Pick a different station, or revoke the station's current tablet on the Tablets page first. ### "Nobody can sign in here yet." No one at the shop has a PIN. An admin adds operators with PINs on **Settings → Users**; admins and managers can set their own PIN in Account settings. ### My name isn't on the tablet - Operators: ask an admin to check you're active and have a PIN. - On the Mid plan and up, a station can be limited to chosen operators. If you're not on that station's list, your name doesn't show there. An admin changes the list on **Settings → Stations**. - Admins and managers show only after setting their own PIN in Account settings. ### "Wrong PIN. 3 tries left." The PIN didn't match. After 5 wrong PINs in a row, you're locked out for 15 minutes. ### "Too many wrong PINs. Try again after 2:45 PM, or ask an admin to unlock you." Wait until the time shown, or ask an admin to choose **Unlock** next to your name on **Settings → Users**. If you've forgotten the PIN, the admin can set a new one, which also unlocks you. ### "You're not set up for this station. Ask an admin to add you." This station is limited to chosen operators, and you're not one of them. An admin adds you on **Settings → Stations**, or you work at a station you're set up for. ### "No connection. Signing in needs it: try again once the tablet is back online." The tablet is offline. Someone already signed in can keep working: starts, stops, completed steps, holds, releases, and quality check answers are saved on the tablet and sent when the connection is back. But a PIN is checked by FloorLine, so signing in needs the connection. Check the tablet's Wi-Fi. Photos, waste, scrap, finished units, and lots or serial numbers also wait for the connection; their buttons are off while offline. ### "One action from while the tablet was offline didn't go through" When the tablet came back online, something done offline no longer applied: for example, the order was put on hold, or the step was already completed by someone else. The message lists each action and why. Open the job, check where it stands, and do it again if it still needs doing. Choose **OK** to clear the message. ### A job doesn't show in the tablet's Work orders list The list shows only active orders whose **current step** (the first one not done) is at this tablet's station. The job may be waiting at an earlier station, already past this one, done, or canceled. Use **Scan** on its traveler to open it anyway and see where it is. ### "This step isn't at this station." Steps are worked at their own station. Take the job to the station its current step names, or work it from that station's tablet. ### "This job moved on to another step. The list is refreshed." Someone completed the step on another tablet, or from the office, while you had it open. The list now shows where the job is. ### "This job is on hold. Release it first." Someone put the job on hold. Read the hold reason on the job, and choose **Release hold** when it's ready to go again. ### "Holds aren't part of this shop's plan." Holds are on the Basic plan and up. Releasing a held job works on every plan. ### "Record the quality checks before completing the step." On the Mid plan and up, a step can have quality checks. Answer each one on the tablet (they're listed under the step once it's started), then choose **Complete step**. A measurement outside its range is flagged but doesn't block you. ### "Enter the lots or serial numbers used first" A material on this step is counted by lot or serial number, so the tablet needs to know which ones were used before the step can be completed. Enter them in the step's materials section. See [Lots and serial numbers](https://docs.floorlinehq.com/stock/lots-serials/). ### "Enter the lot number of what this order makes first." or "Enter a serial number for each unit made first" The item this order makes is counted by lot or serial number. Enter its lot, or a serial number for each unit, before completing the last step. ### "This station is down. Mark it back up before starting work." Someone marked the station down on its tablet. When it's running again, choose **Back up** in the banner on the tablet (or **Mark back up** on **Settings → Stations** in the office). See [Downtime and OEE](https://docs.floorlinehq.com/floor/downtime-oee/). ### "Short on material" The tablet warns when stock on hand is less than the job needs. It's only a warning: starting the step takes the materials from stock anyway, even below zero, so the floor never stops for a miscount. Tell a manager if the count is off, so they can correct it on the item's page. ### "That barcode isn't a FloorLine traveler." The scanner read a barcode, but not one from a FloorLine traveler. Aim the box at the work order's barcode at the top of the traveler, or a step's barcode in the routing. Or choose **Type it** and enter the number, like `1042`, or `1042-2` for its second step. ### "The camera is blocked. Allow it in the browser's settings, or type the number." The browser wasn't allowed to use the camera. Allow camera access for your shop's address in the browser's site settings, then open **Scan** again. Until then, type the number. ### "WO-1042 isn't one of this shop's work orders." The number scanned or typed doesn't exist in this shop. Check the traveler; it may be from another shop or an old printout. ### "That email and password don't belong to a manager or admin of this shop." **Exit floor mode** needs the email and password of a manager or admin of this shop, not an operator's PIN. ## Work orders ### "Your plan allows 50 active work orders. Finish or cancel one, or upgrade in Billing." The Free plan allows 50 active work orders (open, in progress, or on hold) at a time. Orders already out keep working; you just can't create or reopen more. Mark finished orders complete, cancel ones you won't make, or move to a paid plan, which has no limit. ### "That item has no routing yet. Give it its stations on its Items page first." A work order follows the item's routing, so the item needs one. Open the item, add its steps under **Routing**, and save. See [Routings](https://docs.floorlinehq.com/setup/routings/). ### "That item's routing uses an archived station. Update its routing first." One of the routing's steps is at a station that's been archived. Change that step to an active station (or restore the station on **Settings → Stations**), then create the order. ### "That item is purchased, so it isn't made here." Work orders are for items made in house. Buy a purchased item on a purchase order instead, or change the item to made in house if you make it. ### "… are already finished and in stock, so it can't be for fewer." Some units were already reported finished. The order's quantity can't go below that. ### "Set the shop's hours in Shop settings first." The planner schedules work in open hours only, and the shop has none. An admin sets them in **Settings → Shop settings**. ### "That step is running or done, so it can't move." On the planning calendar, steps that have started or finished stay where they happened. Move the steps after it instead. ## Stock and orders ### "That would take on hand below zero. Count it instead if it's off." An adjustment would leave less than nothing. If the number on hand is wrong, record a **count** of what's really there instead of adjusting. ### "There isn't that much in stock to ship (… on hand). Record a count, or finish the work order that makes it, first." Shipping never takes stock below zero. Count the item if it's actually on the shelf, or finish the work order that makes it, then ship. ### "That's more than is left on the line (…). Change the order's quantity first." You tried to receive or ship more than the order line has left. If more came in or is going out than ordered, edit the order to raise the line's quantity first. ### "A line can't go below what's already received (…), or come off the order." The line has partly moved, so it can't be lowered below what's done or removed. On a delivery order, the same applies to what's shipped. ### "It was made for a sales order: change, cancel, or reopen it there." This delivery order belongs to a sales order. Open the sales order to change it. See [Sales orders](https://docs.floorlinehq.com/stock/sales-orders/). ### "This item is counted by lot or serial number: change its stock lot by lot, or serial by serial." For lot or serial items, counts and adjustments are made per lot or serial number in the item's **Lots** or **Serial numbers** section, not on the total. ### "Lot … has only … on hand." The lot picked doesn't have enough. Choose **Split into another lot** to take the rest from a second lot, or check the lot's history if the count seems wrong. ### "That would put this item inside itself. A component can't contain the item it goes into." The bill of materials would make a loop (A uses B, and B uses A). Remove the component that causes it. ### "Bring on hand to zero first (it's …): how an item is counted changes only when there's none." Switching an item between quantity, lot, and serial counting needs zero on hand, so stock isn't left without a lot. Count it to zero, change how it's counted, then count it back in by lot or serial. ## Imports ### "Fix 3 problems and choose the file again. Nothing was imported." Imports are all or nothing: if any line has a problem, nothing is saved. The list shows each problem with its line number in your file. Fix them in your spreadsheet, save it as CSV, and choose the file again. See [Import from spreadsheets](https://docs.floorlinehq.com/setup/importing/). ### "Unknown column …" or "The file needs a … column." The header row doesn't match the template. Download the template from the import's card (**Download template**) and copy your data under its headers. Column order doesn't matter, and case is ignored, but names do. ### "Import at most 2000 rows at a time." Split the file into smaller files and import them one after another. ### "CSV import is on Mid and up." Importing from spreadsheets is on the Mid plan and up. On smaller plans, add records by hand. (CSV export works on every plan; see [Export to CSV](https://docs.floorlinehq.com/reports/export/).) ## Billing and plans ### "… is on Mid and up." with See plans The page or feature belongs to a higher plan. The shop owner sees **See plans**, which opens Billing; everyone else sees "Ask the shop owner about upgrading." Nothing you've set up is lost on a smaller plan; it shows again after an upgrade. See [Plans and limits](https://docs.floorlinehq.com/start/plans/). ### "Your plan's user limit is reached. Deactivate someone, or add users or upgrade in Billing." Every person counts toward the plan's user limit, operators and pending invites included. Deactivate someone who's left, cancel an invite that won't be used, or have the owner buy extra users or upgrade. See [Billing](https://docs.floorlinehq.com/account/billing/#add-ons). ### "Every station on your plan is in use. Archive one you no longer use, or add stations or upgrade in Billing." Each active station uses one of the plan's station slots. Archive a station you don't use (its history stays), or have the owner add stations or upgrade. ### "Your plan's file storage is full." Instructions, images, quality check photos, and the logo all count toward the plan's file storage. Remove files you no longer need from routing steps, or have the owner add storage in Billing. A tablet shows "The shop's file storage is full, so the photo can't be saved. Tell a manager." ### "The shop is read-only until an overdue payment is made, so changes are paused." A payment failed and wasn't fixed within 7 days. Everyone can still see everything and the tablets keep working, but most changes are paused. The shop owner updates the card under **Settings → Billing → Manage billing**, and the shop is back to normal as soon as the payment goes through. See [When a payment fails](https://docs.floorlinehq.com/account/billing/#when-a-payment-fails). ### "Your card was declined, so your plan is unchanged." The charge for an upgrade or add-on didn't go through, so nothing changed. Update the card in **Manage billing**, then try again. ### "Your shop has … active users, more than … allows even with add-ons. Deactivate some first, then switch." The plan you picked can't hold the people (or stations) your shop uses, even with the most add-ons. Deactivate people or archive stations first, then switch. ## Still stuck? Email **support@floorlinehq.com**. Tell us your shop's address (like `acme-machining.floorlinehq.com`), what you were doing, the exact message you saw, and, for a tablet, which station. A screenshot helps. Never send your password or PIN; we'll never ask for them. ## Related - [Your account](https://docs.floorlinehq.com/account/your-account/) - [Use the tablet](https://docs.floorlinehq.com/floor/tablet/) - [Billing](https://docs.floorlinehq.com/account/billing/) - [Glossary](https://docs.floorlinehq.com/help/glossary/)