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Solutions for the most common issues encountered in Regentra. If your problem is not listed here, contact support at support@regentra.io or ask in Discord.
The sidebar navigation caches the framework list. After adopting a new compliance framework, refresh the page or click away and back to the compliance section. The framework will appear in the sidebar after the page reloads.
This is a known issue when filters are applied and then modified without clearing. Clear all filters first, then reapply the ones you need. The board view will reload with the correct results.
SLA timers run only during configured business hours. If your business hours or timezone are misconfigured, the SLA calculation may not match your expectations. Verify your business hours in PSA → SLA Policies → [policy name] and check the timezone in Settings → Timezone & Display.
If you have both the Entra ID and Level.io RMM integrations enabled, devices may temporarily appear as duplicates after the first sync. Regentra deduplicates by matching serial number and hostname. Duplicates are merged automatically on the next sync cycle (Entra identity sync runs every 4 hours; Level.io runs every 6 hours), or you can trigger a manual sync from Settings → Integrations.
Verify your email configuration in Settings → Email Integration. Regentra requires either Azure Communication Services or Microsoft Graph to be configured for outbound email. Send a test email from the settings page to confirm delivery. If using Microsoft Graph, ensure the Entra ID integration has mail send permissions.
If the portal is on a custom domain, verify that the DNS CNAME record is correctly pointing to the Regentra portal endpoint. DNS propagation can take up to 48 hours. Check the domain status under PSA → Support Portal (also reachable through the Support Portal tile on the main Settings page), in the Custom Domain section near the bottom of the page. If using Entra SSO for the portal, confirm that admin consent has been granted in the client’s Azure AD tenant.
MFA setup is passkey-first — you’ll be prompted to register a passkey (Face ID, Windows Hello, a security key, or your phone) before you’re offered the authenticator-app (TOTP) fallback.If passkey registration fails:
  • Make sure you’re using a supported browser and that your device has a platform authenticator available (Face ID/Touch ID/Windows Hello) or a security key plugged in.
  • A “relying party” or origin mismatch error usually means you’re accessing Regentra from a URL other than the one you registered the passkey against (for example, a custom portal domain vs. the main app URL) — register the passkey again from the same URL you normally sign in at.
  • Passkeys aren’t currently supported in every browser/OS combination; fall back to the authenticator-app option shown below the passkey prompt.
If you’re using the TOTP fallback instead: codes are time-based and require your authenticator app’s clock to be accurate. Ensure your device’s clock is synced with an NTP server (most devices do this automatically). If the code is still rejected, generate a new QR code from Settings → Authentication & SSO → Multi-Factor Authentication and re-register in your authenticator app.
That’s expected. MFA is mandatory for Admin, MSP Admin, and Super Admin roles, regardless of whether your organization has turned on the org-wide MFA requirement for other users. If you hold one of those roles, you’ll be prompted to enroll a passkey or TOTP factor before you can continue past sign-in.For everyone else, whether MFA is required depends on your organization’s subscription: it’s not required during a trial or if the org has no active subscription, and once a paid subscription is active there’s a short grace period before enrollment becomes mandatory.
Regentra sessions use a sliding inactivity window — staying active keeps you signed in — sized by your organization’s Session Duration setting (Settings → Authentication & SSO): 1 hour by default, or 4 or 12 hours if an admin has changed it. Regardless of that setting, every session also has a hard 12-hour cap from when you first logged in, regardless of activity. If you hit that cap mid-task, you’ll be signed out and need to log back in; there’s currently no in-app warning before this happens, so if you’re mid-way through a long session, save your work periodically.
If a Microsoft Entra ID (SSO) sign-in fails, Regentra now automatically falls back to showing the email/password login form with an error message, instead of leaving you on the SSO screen. If you land somewhere unexpected, refresh the login page and try again, or use email/password sign-in directly.
After 5 failed password attempts, an account is locked for 15 minutes as a brute-force protection. Wait 15 minutes and try again, or contact an org admin — this lockout is separate from MFA and applies before MFA is even checked.
Check Settings → Integrations first — a reconnect banner appears on both the integrations card and the PSA invoice list when a QuickBooks connection is broken (usually an expired token) or a Stripe webhook hasn’t been heard from recently. Click Reconnect to re-authorize.On the invoice list, look for the “Not in QuickBooks” filter and the per-invoice status pill — hovering a failed push shows the last error Regentra received from QuickBooks. Admins can select multiple unsynced invoices and use Send to QuickBooks to retry them in bulk rather than fixing one at a time.If invoices billed directly from the Stripe Dashboard aren’t showing up in Regentra, use the Import from Stripe button on the invoice list — it backfills recent Stripe invoices on demand in addition to the automatic hourly sync.
Invoices only include time entries that are both approved (or submitted, if your organization doesn’t require approval before billing) and billable. If your invoice total is $0, check that:
  1. Time entries are marked as billable (not non-billable)
  2. Time entries have been submitted and approved (not still in Draft or Rejected status)
  3. The invoice date range covers the period when the time was logged
  4. Time was actually logged against that company’s tickets or projects — project time bills the same way ticket time does
The Ready to Bill screen (PSA → Finance) is the fastest way to check: it lists every approved, unbilled time entry grouped by company and agreement, so you can confirm there’s billable time before generating the invoice.
That’s expected for larger datasets. Exports of up to 5,000 rows download immediately in your browser; anything larger automatically runs as a background job and emails you a download link when it’s ready (links expire after 72 hours). PDF exports are capped at 2,000 rows since PDF is meant for reading, not bulk data — use CSV or XLSX for larger datasets. Background jobs are capped at 250,000 rows, and you can have at most 3 running at once per organization.

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