# Troubleshooting

> The questions that come up, and what to check.

## I installed the app but the organisation is not listed

Only organisations where you are an **owner** are listed. If you became an owner after signing in, press **Re-check access** on the Organisations page. Colleagues who are not owners get access by [invitation](/docs/sharing#inviting-people), through [single sign-on](/docs/sso), or by [asking an owner](/docs/sharing#asking-an-owner) to install it.

## My personal account shows nothing to save

Personal accounts rarely pay for seats. opsen says what it read and points you at the organisation your team works in. Install the app there.

## A platform shows "Not read this time"

Its key was refused, lacks a permission, or the platform did not answer. The rest of the report is complete. Open **Settings → Connections**, disconnect it and connect it again with a fresh key; the platform's guide lists the permissions it needs.

## Copilot shows "not readable"

The organisation does not have Copilot Business or Enterprise, or the installation was approved before the Copilot permission was added. Accept the updated permissions under the organisation's **Settings → GitHub Apps → opsen**.

## Dormant seats are missing from my report

They are withheld when the installation can see only selected repositories. Change **Repository access** to **All repositories** in the app's installation settings, then press **Run audit now**.

## Someone active shows as dormant

GitHub activity is read from repository events, which GitHub keeps for 90 days and at most 300 per repository. In a very busy repository, older events fall off the end. Copilot activity also counts, but only with editor telemetry enabled. Other platforms use their own last-activity dates, which some update a day late. Check the CSV before removing anyone.

## A figure does not match my invoice

Figures use list prices until you enter yours: **Settings → Your prices** for GitHub and Copilot, the connection form for GitLab and CircleCI. Atlassian uses the published average for your team size. Actions figures count only the minutes a finding is about, not your whole Actions bill.

## A one-click change on a platform failed

The key needs write access for changes (GitLab `api` scope, Azure DevOps member entitlement management read and write, an Atlassian organisation admin key, a JetBrains admin token). Atlassian access given through a group must be removed from the group. The change log says what each platform answered.

## A fix pull request did not open

Look in **Activity**. `not_applicable` means the file already sets concurrency or has a layout opsen will not edit; `lint_failed` means actionlint rejected the patched file, so it was not proposed.

## Single sign-on sends me back to the sign-in page

With single sign-on required, everyone signs in through the provider every twelve hours. If the provider refuses, the reason is in the [audit log](/docs/audit-log) under Sign-ins. Owners can stop requiring it from **Settings → Single sign-on**.

## Still stuck

Use **Settings → Support**, or email [support@opsen.dev](mailto:support@opsen.dev). Include the workspace and the audit id from the report's JSON.

## What email does opsen send?

Security email always arrives: sign-in codes, invitations and budget alerts. The rest follows what your account needs and stops when it no longer applies:

| Email | When |
| --- | --- |
| Welcome | Fifteen minutes after you sign up, if nothing is connected yet |
| Setup reminders | After a day and after three days, if nothing is connected yet; never again after that |
| Findings waiting | Three days after the first audit, if it found waste and nothing has been changed |
| Plan | A week after the first audit, to owners on the free plan, when one-click savings are waiting |
| Weekly report | Monday mornings, for workspaces with something to report |
| Month closed | When a month on Team is billed |

Never more than one of these in a day. Turn them off in **Your account → Email**, or with the unsubscribe link in any of them.