# Troubleshooting

> Quick answers to the problems people run into most.

Source: https://cruxy.io/support/troubleshooting/ (updated 2026-10-14)

## An invoice email didn't arrive

Ask your client to check their spam or junk folder first. Then:
- Check the billing email in the client's details for typos.
- On an unpaid invoice, a note under the title tells you if a reminder bounced or was marked as spam.
- If it still won't arrive, tap **Download** on the invoice and send the PDF yourself. It's free and unlimited.

## I used up my free emails

Free includes 3 emailed invoices or reminders a month, and the count restarts on the 1st. You can still share or download invoices and send them yourself. Or [go Pro](https://cruxy.io/support/free-vs-pro/) for unlimited.

## I can't create an invoice

Check these:
- **The client has no hourly rate.** Set a rate above 0 in the client's details.
- **The client or period isn't listed.** New Invoice only offers clients with unbilled time or charges, and periods that have some. If a client is missing, the work may be non-billable or already on another invoice.
- **The period has more than one currency.** Invoice each currency on its own.
- **The invoice number already exists.** Pick another number.

## I can't change a client's currency

A client with unbilled time or charges can't change currency. Invoice or remove them first, then change it and update the hourly rate, since it isn't converted.

## "Timer stopped on another device"

Your timer runs across your devices. If you stop it on one, the others show this message. The time is logged once, by the device that stopped it.

## My entries aren't syncing

New entries are saved on your device and sent when you're online. A banner shows the status. If an entry can't be saved, for example its client or project was deleted, the banner offers **Retry** or **Discard**. Discarding removes it from your device for good.

Editing or deleting entries needs a connection. Check you're online and try again.

## I can't sign in

- Use **Forgot Password?** to reset your password.
- If you tried **Continue with Google** and were told there's no account, sign up with your email first, then connect Google in Settings.
- After signing up, you may need to confirm your email before you can sign in.


Still stuck? Email [support@cruxy.io](mailto:support@cruxy.io) from the address on your account.

## The app reloaded by itself

When we release an update, Cruxy refreshes itself the next time it checks. If you were typing in a form, finish and save before you step away.

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Still stuck? Email support@cruxy.io and you'll get a quick response from a real person.