Help
Step-by-step fixes for the most common problems — missing bookings, mailbox reconnects, notifications, sign-in, times and offline mode.
Find the symptom that matches what you see, then work through the steps in order — most problems are fixed by the first or second. Still stuck? Contact us.
A booking is missing from a plan
Check Triage
Open Triage and choose Review finds. A doubtful part — which workspace, which plan — may be waiting for your answer.
Check your import settings
If Only confirmed bookings is on, holds, quotes and enquiries stay out until they're confirmed. Make sure the mailbox's rule points at the right workspace — see Email rules.
Check the artist name
Bookings for an artist with no matching workspace are skipped. Add the name the email uses as an alias under Artists (web) or Artists we watch for (iPhone).
Forward it
Still missing? Forward the email to your forwarding address.
You're done when
The booking shows on the plan with its source — the email it came from is one click away.
"A mailbox needs reconnecting"
Email providers sometimes expire access. Until you reconnect, Nurvia can't read new mail — but what it already brought in stays, and your rules are kept.
Open the account
Go to Connections and open the mailbox that shows Reconnect.
Reconnect
Choose Reconnect and sign in to your email provider again, allowing the same access as before.
You're done when
The account no longer shows Reconnect, and new booking emails start arriving in your plans again.
I'm not getting notifications
- Open SettingsNotifications and find This browser.
- Switch on Browser notifications and allow them when your browser asks.
- Choose Send a test.
Then check that Pause everything is off, and whether Quiet hours are holding pushes overnight. See Notification settings.
You're done when
A test notification appears on your screen, or the next change on your plan reaches your phone.
I can't sign in
| What you see | What to do |
|---|---|
| Too many attempts | Wait a few minutes, then try again. |
| You signed up with Apple or Google | Sign in with Continue with Apple or Continue with Google, not a password. |
| You forgot your password | Choose Forgot password?, enter your email, then the code we send — it works for 15 minutes. |
| You lost your authenticator app | Choose Use a recovery code instead and enter one of your saved codes. |
Still stuck? Email help@nurvia.app from the address you signed up with. See Account and sign-in.
A time looks wrong
Times show in each place's own clock by default — a 20:00 show in Lisbon reads 20:00 wherever you are. Check the time zone shown next to the time, or change Times read on to your clock or One time zone in Agenda settings.
You're done when
The time matches the confirmation once you read it on the same clock.
A value keeps changing back
A newer email or calendar edit is probably updating it. Open the plan's Sources to see where each value came from, then lock the field so new emails can't overwrite it — the new value waits in Review instead. Only managers can lock fields. See Plan tools.
A teammate can't see a plan
- The plan may be open to Only people added. Add them from the plan's Share menu — see Sharing plans.
- Their role may have Off for that area. An admin can check with See it as — see Editing permissions.
- Guest lists and money are hidden from Members by default.
Widgets or Live Activities aren't updating
Open the Nurvia app once after an update so your widgets refresh. On iPhone, check Live Activities in Settings, just below Notifications. See Widgets and Live Activities.
The iPhone app says "You're offline"
Your itinerary, plans, travel and tasks from about the last 7 days are saved on the phone, so you can keep reading them. Chat messages you write wait and send when you're back. Once you have a connection, pull down to reload. See Offline on iPhone.
