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Manage organisation details, add or update team members, and configure security settings to control access and protect your CleverBalance workspace.
By Vishwesh Sarkar
• 19 articles

How do I change my organization’s Country or Timezone?

Short Answer: Go to Settings → Organization, choose your Country from "Select country" and your Timezone from "Timezone", then click "Save changes". PreRequisites 1. Be signed in to CleverBalance. 2. Open the Organization settings page (Settings → Organization or /settings/organization). Steps 1. Open Settings and select "Organization" from the left-hand menu. The Organization settings page appears with Country and Timezone fields. 2. Click the "Select country" dropdown and choose your country. The selected country appears in the Country field. 3. Click the "Timezone" dropdown (example shown: "(GMT+5:30) India Standard Time") and select the appropriate timezone. The Timezone field updates with your selection. 4. Click the yellow "Save changes" button. Your Country and Timezone selections are submitted. 5. Reload the page and confirm the Country and Timezone fields show your saved selections. The updated settings persist after the page reloads. Troubleshooting 1. You cannot find your country or timezone in the dropdown lists. Likely Cause: Dropdown options may not have fully loaded or the label may differ. Action: Open the dropdown and scroll/search manually. If options are still missing, refresh the page and try again. 2. The Timezone remains unchanged after saving (for example still "(GMT+5:30) India Standard Time"). Likely Cause: The save action failed or the selected timezone is the same as the current one. Action: Re-select the desired timezone, click "Save changes", and reload the page to confirm. 3. Your selections revert after saving. Likely Cause: A network or server issue prevented the changes from being saved. Action: Check your internet connection, try saving again, and reload the page. Note: Timezone options appear in the format "(GMT±HH:MM) Location Name", such as "(GMT+5:30) India Standard Time".

Last updated on Mar 12, 2026

How do I update my Organization name?

Short Answer: Open Settings → Organization, enter the new name in the *"Organization name " field, then click the yellow "Save changes" button. PreRequisites 1. Be signed in to CleverBalance. 2. Open the Organization settings page (Settings → Organization or /settings/organization). Steps 1. Open the Settings menu on the left and select "Organization". The page displays fields such as "Organization name", "Country", and "Timezone". 2. Click the "Organization name " field (placeholder: "Enter organization name") and type your new organization name. The updated name appears in the Organization name field. 3. (Optional) Update additional fields if needed: - Choose a Country from "Select country". - Select the correct Timezone from the dropdown. Your selections appear in the corresponding fields. 4. Click the yellow "Save changes" button. The form is submitted and your changes are applied. 5. Reload the page to confirm the new Organization name remains saved. The updated name persists after refresh. Troubleshooting 1. "Save changes" appears to do nothing or returns an error. Likely Cause: The required field *"Organization name " is empty or contains invalid characters. Action: Enter a valid organization name, then click "Save changes" again. 2. The saved name does not persist after reloading the page. Likely Cause: A network interruption prevented the save from completing. Action: Check your internet connection, click "Save changes" again, then reload the page to confirm. 3. The "Save changes" button is unresponsive or frozen. Likely Cause: Browser script blocking or extension interference. Action: Try using a different browser or disable browser extensions, then repeat the steps. Note: Fields marked with "*" (for example "Organization name *") are required. Always click "Save changes" to ensure updates are stored

Last updated on Mar 12, 2026

Why can't I save changes on the Organization page?`

Short Answer: The most common causes are: the required field *"Organization name " is empty, dropdown values didn’t load correctly, or a network/browser issue prevented the save. Answer PreRequisites 1. Be on the Organization page (Settings → Organization or /settings/organization). Steps 1. Confirm the *"Organization name " field is filled in. [screen_0.png] The required field should contain valid text. 2. Ensure dropdown fields such as "Select country" and "Timezone" display valid selections. [screen_0.png] Both fields should show selected values. 3. Click "Save changes" again and check for any validation messages. [screen_0.png] The form either saves successfully or displays an error for missing/invalid fields. 4. If saving still fails, reload the page, re-enter the values, and try saving again. [screen_0.png] If the issue was temporary, the save should succeed on retry. 5. Try using a different browser or disable browser extensions that might block scripts, then attempt saving again. [screen_0.png] If a browser issue caused the problem, saving should now work. Troubleshooting 1. Clicking "Save changes" does nothing. LikelyCause: The *"Organization name " field is empty or invalid. Action: Enter a valid organization name, then click "Save changes" again. [screen_0.png] 2. Dropdown lists are empty or fail to load. LikelyCause: Dropdown options did not load due to a network or script issue. Action: Refresh the page and try again. If the issue continues, try a different browser. [screen_0.png] 3. Values appear saved but revert after reloading. LikelyCause: The save request failed due to a network or server issue. Action: Check your internet connection, click "Save changes" again, and reload the page to confirm the update. [screen_0.png] Note: Fields marked with ***** are required. Because there may be no visible success message, confirm that the changes were saved by reloading the page and verifying the updated values.

Last updated on Mar 12, 2026

Why can't I save changes on the Organization page?

Short Answer: The most common causes are: the required field *"Organization name " is empty, dropdown values didn’t load correctly, or a network/browser issue prevented the save. PreRequisites 1. Be on the Organization page (Settings → Organization or /settings/organization). Steps 1. Confirm the "Organization name" field is filled in. The required field should contain valid text. 2. Ensure dropdown fields such as "Select country" and "Timezone" display valid selections. Both fields should show selected values. 3. Click "Save changes" again and check for any validation messages. The form either saves successfully or displays an error for missing/invalid fields. 4. If saving still fails, reload the page, re-enter the values, and try saving again. If the issue was temporary, the save should succeed on retry. 5. Try using a different browser or disable browser extensions that might block scripts, then attempt saving again. If a browser issue caused the problem, saving should now work. Troubleshooting 1. Clicking "Save changes" does nothing. Likely Cause: The "Organization name " field is empty or invalid. Action: Enter a valid organization name, then click "Save changes" again. 2. Dropdown lists are empty or fail to load. Likely Cause: Dropdown options did not load due to a network or script issue. Action: Refresh the page and try again. If the issue continues, try a different browser. 3. Values appear saved but revert after reloading. Likely Cause: The save request failed due to a network or server issue. Action: Check your internet connection, click "Save changes" again, and reload the page to confirm the update. Note: Fields marked with * are required. Because there may be no visible success message, confirm that the changes were saved by reloading the page and verifying the updated values.

Last updated on Mar 12, 2026

How do I edit a team member's role?

Short Answer: Go to Settings → Team, click the pencil (edit) icon next to the member, change the Role in the Edit member modal, then confirm to save. Answer PreRequisites 1. Be signed in to CleverBalance. 2. Have access to Settings → Team. Steps 1. Open Settings and select "Team" from the left navigation menu. The Team members list appears with columns including Name, Email, Role, and Actions. 2. Locate the team member whose role you want to change and click the pencil (edit) icon in the Actions column. The "Edit member" modal opens displaying the member’s avatar, name, and email. 3. In the "Role" field (placeholder: "Add role"), open the dropdown and select the new role. The selected role appears in the Role field. 4. Confirm the change using the modal’s primary save/confirm action. The modal closes and the member’s role updates in the Team table. Troubleshooting 1. The pencil (edit) icon does not appear for a member. Likely Cause: Your account does not have permission to edit team members. Action: Check your role or permissions, or ask an Admin to update the member’s role. 2. The role change does not persist after closing the modal. Likely Cause: The change was not confirmed or a server error occurred. Action: Reopen the Edit member modal, select the role again, click the confirm/save button, and refresh the page to verify. Note: The Edit member modal shows the member’s name and email above the Role dropdown, helping confirm you are editing the correct user.

Last updated on Mar 12, 2026

How do I invite a new team member?

Short Answer: Go to Settings → Team, click "Invite member", enter the member’s Email address, choose a Role, then submit the invitation. PreRequisites 1. Be signed in to CleverBalance. 2. Have access to Settings → Team. Steps 1. Open the left navigation menu, select Settings, then click "Team". The Team page loads showing the members table and the "Invite member" button. 2. Click the "Invite member" button at the top-right of the Team page. The "Invite members" modal opens with fields for Email address and Role. 3. In "Email address", enter the person’s email (example: [email protected]). The email appears in the Email address field. 4. Open the "Role" dropdown and select the appropriate role for the user. The selected role appears in the Role field. 5. Submit the invitation using the modal’s primary confirm button. The invitation is sent, and the new member may appear in the table with a Pending status. Troubleshooting 1. Clicking "Invite member" does nothing. Likely Cause: You are not on Settings → Team or your account lacks permission to invite members. Action: Open Settings → Team and try again. If the button is still unavailable, ask an Admin to invite the user. 2. The email address is rejected. Likely Cause: The email format is invalid or the address already belongs to an existing team member. Action: Ensure the address uses the correct format ([email protected]) and is not already in the team. 3. The submit/confirm button is not visible in the modal. Likely Cause: The modal’s bottom area is off-screen due to window size or zoom level. Action: Scroll inside the modal, resize the browser window, or zoom out to reveal the action buttons. Note: The page button is labeled "Invite member", while the modal title reads "Invite members". The confirm button may appear at the bottom of the modal and might require scrolling to view.

Last updated on Mar 12, 2026

How do I resend (re-invite) an invitation to a member?

Short Answer: Go to Settings → Team, click the envelope icon in the member’s Actions column (typically for members with Expired status), then confirm in the "Re-invite member" dialog. PreRequisites 1. Be signed in to CleverBalance. 2. The member must have an invitation that can be resent (for example, their status is Expired). Steps 1. Open Settings and select "Team" from the left navigation menu. The Team table appears with columns including Name, Email, Role, Status, and Actions. 2. Locate the member whose Status shows Expired (example: Alex Smith). An envelope icon appears in the Actions column for that member. 3. Click the envelope icon to open the "Re-invite member" confirmation dialog. 4. Confirm the action using the dialog’s confirm button, or click Cancel to abort. The invitation email is resent, and the member’s status may update (for example, to Pending). Troubleshooting 1. The envelope icon is not visible for a member. Likely Cause: The member’s status is not Expired (for example Active or Pending). Action: - If Active → the user has already joined. - If Pending → wait for them to accept the invite, or remove and invite again if necessary. 2. The confirm button is not visible in the dialog. Likely Cause: The dialog’s action buttons may be outside the visible area due to screen size or zoom. Action: Scroll inside the modal, resize your browser window, or zoom out to reveal the confirm button. Note: The envelope icon (re-invite action) appears in the Actions column for members with an Expired invitation in the screenshot.

Last updated on Mar 12, 2026

Can I view more details (device, browser, full user agent) for an access log row?

Short Answer: The Access logs view only shows Date, User, Action, IP address, and Location. There is no per-row details or expand option on this screen. PreRequisites 1. Open Settings → Security → Access logs. Steps 1. Open Settings, then go to Security and ensure "Access logs" is selected. The Access logs table appears with columns such as Date, User, Action, IP address, and Location. 2. Inspect any row to see whether a details icon, expand button, or additional column is available. No row-level details control is visible in this view. 3. If you need additional information, check the "Audit logs" tab in the Security section. [screen_0.png] This section may contain more detailed activity logs depending on system configuration. 4. If further details are required, contact your administrator and provide the following information from the row: - Date - User - Action - IP address - **Location ** These identifiers can help an administrator locate deeper log data if available. Troubleshooting 1. You need the full user agent, device type, or browser information. Likely Cause: The Access logs view does not include these fields. Action: Request access to extended audit logs or backend system logs from your administrator. These logs may include user agent strings or device fingerprints. Note: The Access logs screen is designed for quick review of recent security events and may not display full diagnostic details such as user agent or device metadata.

Last updated on Mar 12, 2026

I see "Incorrect password" events for my account — what should I do?

Short Answer: Try signing in again carefully, check Caps Lock and your username, verify your password manager entry, and use your organization’s password recovery process or contact your administrator if the issue continues. PreRequisites 1. Access to the account sign-in process or the ability to contact your administrator. Steps 1. Verify that you are entering the correct username and password, and ensure Caps Lock is turned off. Confirm that the credentials entered are correct. 2. If you use a password manager, paste the saved password instead of typing it manually. This helps avoid typing mistakes. 3. If sign-in still fails, follow your organization’s password recovery process (for example, using the password reset flow provided by your organization) or contact your administrator. You either regain access through password reset or receive support guidance. 4. If you notice multiple failed attempts in the logs, notify your administrator or security team so they can check for possible automated login attempts. Your admin can investigate and take protective actions if needed. Troubleshooting 1. "Incorrect password" events continue even after resetting your password. Likely Cause: A system, integration, or device may still be trying to sign in using old stored credentials. Action: - Update saved passwords on all devices and applications. - Ask users or systems that access the account to update their stored credentials. - Have your administrator review active integrations or automated processes. Note: The Access logs show "Incorrect password" events as indicators of failed login attempts. If the issue persists or appears suspicious, follow your organization’s security and account recovery procedures.

Last updated on Mar 12, 2026

I see "MFA failed" events — how should I troubleshoot them?

Short Answer: "MFA failed" means the multi-factor authentication step did not succeed. Verify the correct MFA code was entered, ensure the device time is synced, and contact your administrator if the issue continues. PreRequisites 1. The user has access to their MFA method (authenticator app, hardware key, etc.). 2. The user can contact an administrator if needed. Steps 1. Ask the user to retry signing in and carefully enter the MFA code. Confirm the user can generate and enter a valid MFA code. 2. If using a time-based authenticator app, verify the device clock is accurate and synced automatically. Correct time synchronization ensures the generated codes match the server. 3. If available, try a backup code or alternate MFA method according to your organization’s process. The alternate method may allow the user to sign in successfully. 4. If MFA failures continue, contact your organization’s administrator to check or reset the user's MFA configuration. The admin can re-enroll the MFA device or provide further troubleshooting steps. Troubleshooting 1. MFA codes are rejected even when entered correctly. Likely Cause: The authenticator app’s clock is out of sync or the device is misconfigured. Action: - Enable automatic time sync on the device. - Resync the authenticator app’s time (if supported). - Ask an administrator to re-enroll the MFA device if needed. Note: The Access logs display "MFA failed" events but do not provide MFA configuration options. For device resets or re-enrollment, contact your administrator.

Last updated on Mar 12, 2026

What do the 'Action' values mean (e.g., New device, Recognized device, Incorrect password, MFA failed)?

Short Answer: The Action column summarizes the result of a sign-in attempt. Device-related entries describe device recognition, while Incorrect password and MFA failed indicate authentication failures. Answer PreRequisites 1. Open Settings → Security → Access logs. Steps 1. Open Settings, then click Security and select the Access logs tab. The Access logs table appears with columns including Date, User, Action, IP address, and Location. 2. Locate the Action column in the table. Each row displays a label describing the authentication event. 3. Interpret the action labels: - New device Indicates the user signed in from a device or browser not previously recognized by the system. - Recognized device Indicates the user signed in from a device previously used and recognized by the system. - Incorrect password Indicates a failed login attempt due to an incorrect password. - MFA failed Indicates the multi-factor authentication step failed, meaning the second authentication factor was invalid or not verified. These labels provide a quick summary of the sign-in outcome. 4. If any entry appears unexpected or suspicious (such as repeated failures or unknown devices), notify your administrator or security team. They can investigate further if necessary. Troubleshooting 1. You see many "Incorrect password" entries for the same user. Likely Cause: - The user is entering the wrong password. - A password manager has outdated credentials. - Automated login attempts may be occurring. Action: Ask the user to verify their credentials, update saved passwords, and contact the administrator if suspicious attempts continue. 2. Multiple "New device" entries appear for one user in a short period. Likely Cause: - The user is signing in from multiple devices or browsers. - Cookies or device identifiers were cleared, making the system treat the device as new. Action: Confirm with the user which devices they used. If the activity seems unusual, escalate to your security contact. Note: The Action labels are shown exactly as text in the Access logs table and act as a high-level summary of authentication events.

Last updated on Mar 12, 2026

What information does each Access log row contain?

Short Answer: Each Access log row shows Date, User, Action, IP address, and Location for the event. PreRequisites 1. Open Settings → Security → Access logs. Steps 1. Open Settings, then click Security and ensure the "Access logs" tab is selected. The Access logs table appears on the page. 2. Look at the table header, which contains the following columns: Date, User, Action, IP address, and Location. Each column represents a specific detail about the event. 3. Read an individual row to understand the event details. Each row shows: - Date – The timestamp when the event occurred. - User – The account associated with the event. - Action – The result or type of sign-in event (e.g., New device, Recognized device, Incorrect password, MFA failed). - IP address – The source IP address used during the event. - Location – The estimated geographic location of the IP address. 4. Use this information to trace when and where the event originated or to cross-check activity with users or network records. Troubleshooting 1. The Location column shows an unexpected city or country. Likely Cause: - GeoIP lookup inaccuracies, or - The user may be connected through a VPN or proxy. Action: - Confirm with the user whether they were using a VPN. - Compare the IP address with known corporate network ranges. - Contact your network administrator if needed. Note: Access logs provide high-level security visibility for sign-in activity but may not include deeper details such as device fingerprint or full user agent.

Last updated on Mar 12, 2026