For verification-page problems (QR not scanning, unexpected status) see Troubleshooting verification.
I cannot sign in#
| Symptom | Fix |
|---|---|
| Invalid email or password. | Check the address; reset the password with Forgot password?. |
| Company account: Your email address has not been verified. | Open the verification email or use Resend Verification on the dashboard. |
| Asked for an authentication code I do not have | 2FA is enabled on your user. Use your authenticator app; if you lost it, ask an administrator or support. |
| Account Suspended | Contact support from the link shown. |
| Institution user landing on the company login (or vice versa) | Institutions sign in at app.ivqa.org/login; companies at app.ivqa.org/company/login. |
"403 Forbidden" when submitting a form#
The form's security token (CSRF) expired or cookies are blocked. Enable cookies for app.ivqa.org, refresh the page and submit again. Avoid keeping a form open for a long time before submitting.
I cannot select a student or employee#
Greyed-out people are Pending (Activate their QR code (validate the student) before creating school documents) or Revoked. Validate them on QR Codes students / QR Codes employees, or reactivate a revoked person.
A menu item is missing#
Your role does not include that permission. Subscription is Owner-only; Users & Roles needs manage users; Status & Revocations needs manage revocations. See Administrators and roles.
File and import limits#
| Limit | Value |
|---|---|
| Document upload (student documents, certificates) | PDF, JPG or PNG, 25 MB |
| Student CSV import | CSV, 5 MB, 5,000 rows |
| Import capacity | Set by your plan; shown on the import page |
Import errors are listed per row with the reason; see Import students for the most common ones.
"Free plan limit reached for …"#
You reached the capacity of the free plan (students, employees or documents). The Owner can choose a paid plan from Subscription. See Billing and subscription.
Payment failed / dashboard locked#
After a failed subscription payment, IVQA shows a grace period with the days left; once it ends the dashboard is locked until the payment is settled. The Owner can update the card or submit a bank transfer from Subscription. Your data is kept.
The generated PDF looks wrong#
- Check the institution or company profile (name, signatory, logo): template documents are filled from it at generation time.
- Reopen the draft with Continue editing and adjust the text before saving. A saved document cannot be edited; create a new one and revoke the old one.
Still stuck?#
Submit a request with your organization name, the page you were on, the exact message and a screenshot.