> ## Documentation Index
> Fetch the complete documentation index at: https://docs.regentra.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Diagnose and resolve common issues with compliance, tickets, SLAs, integrations, portal access, and MFA.

Solutions for the most common issues encountered in Regentra. If your problem is not listed here, contact support at [support@regentra.io](mailto:support@regentra.io) or ask in [Discord](https://discord.gg/DXfwbu5pXN).

<AccordionGroup>
  <Accordion title="I can't see my framework after adopting it">
    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.
  </Accordion>

  <Accordion title="Tickets aren't showing in board view after filtering">
    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.
  </Accordion>

  <Accordion title="SLA shows breached but I responded on time">
    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**.
  </Accordion>

  <Accordion title="Entra sync shows duplicate assets">
    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**.
  </Accordion>

  <Accordion title="Email notifications are not sending">
    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.
  </Accordion>

  <Accordion title="Portal login is not working">
    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), then open the **Custom Domain** tab. If using Entra SSO for the portal, confirm that admin consent has been granted in the client's Azure AD tenant.
  </Accordion>

  <Accordion title="MFA setup fails">
    TOTP 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, try generating a new QR code from **Settings → Authentication & SSO → Multi-Factor Authentication** and re-registering in your authenticator app.
  </Accordion>

  <Accordion title="Invoice shows $0">
    Invoices only include time entries that are both **approved** 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 Submitted status)
    3. The invoice date range covers the period when the time was logged
  </Accordion>
</AccordionGroup>

## Getting more help

<CardGroup cols={2}>
  <Card title="Frequently asked questions" icon="circle-question" href="/faq">
    Answers to common questions about Regentra features, security, and billing.
  </Card>

  <Card title="Join our Discord" icon="discord" href="https://discord.gg/DXfwbu5pXN">
    Get help from the Regentra community and team.
  </Card>

  <Card title="Contact support" icon="envelope" href="mailto:support@regentra.io">
    Reach our support team directly for issues not covered here.
  </Card>
</CardGroup>