Troubleshooting

tip

Hover over a greyed-out button to see why, then look the reason up here.

Signing in and your account

There is no sign-up page. Albatross is invite-only: accept an invitation from a workspace Admin.

"Incorrect username or password". Use Forgot your password?. The message is the same whether or not the account exists. Too many attempts locks you out briefly (see rate limits).

"Your account has been deactivated." Contact support.

The password reset email has not arrived. Check it is the address you sign in with, and your spam folder. The confirmation screen does not say whether the address is registered.

"Invalid reset link" or "Password reset failed". The link expired (1 hour), was used or the password has since changed. Request a new one and use the newest email.

I was signed out unexpectedly. Sessions end after 7 days inactive or 30 days regardless. Resetting your password signs out every device; changing it in Settings > Account signs out your other devices; anyone can be signed out from Settings > Sessions.

A "New sign-in" email I did not expect. Sign out that session in Settings > Sessions and reset your password.

"Please use a business email address, not a personal one". Personal addresses are refused for invitations and email changes.

My new email address is unverified. Until you use the 48-hour link sent to it, you cannot accept invitations from the Workspaces page. Everything else works.

Invitations

"Invalid invitation" or "This invitation has expired". The link is wrong, used, rescinded or expired (7 days), or a newer one was sent. Use the newest invitation email, or ask a workspace Admin to resend it.

"This invitation is not for you" or "This invitation was sent to a different address." You are signed in as someone else. Sign Out, open the link again and sign in as the invited address.

"You already have an account..." or "An account already exists for this address". Select Sign in to accept, then Accept under Invitations on the Workspaces page.

"This invitation was sent to an address we no longer accept." Ask an Admin to rescind it and invite your business address.

Inviting someone fails (inviting is workspace Admin only):

Message	What to do
"Already invited; resend the invitation instead"	Resend Invitation on their row in Settings > Users
"This address belongs to a member of staff"	Terrabit staff cannot join a workspace
"Please use a business email address..."	One personal address refuses the whole batch. Remove it and resend.

Workspaces and projects

"No workspace memberships". Ask a workspace Admin to invite you.

The project switcher shows "No Projects". Being in a workspace puts you in no project. Ask a project Manager or workspace Admin to add you, or (as a Member or Admin) create your own. See Projects.

As a workspace Admin I cannot see a project's areas or orders. Admins read a project's work only once in it. In Settings > Projects, open the project (marked "Not a member") and Add Member yourself. Main starts empty.

"You don't have permission to edit this workspace." Only Terrabit can change a workspace's name, description or logo.

"Workspace admins only" or "Project managers and workspace admins only". You need that role. See Roles.

"Workspace viewers cannot create projects", or I cannot make someone an Editor. Workspace Viewers ("Workspace Viewer" in member lists) only ever view. An Admin must change their workspace role first; going back to Member does not restore earlier project roles.

"This workspace must keep at least one admin." Make someone else an Admin before you leave.

A project cannot be deleted.

Message	What to do
"Cannot delete a project that still holds orders."	Delete its drafts and move every other order, cancelled ones included
"Cannot delete a project whose areas carry another project's live deliverables."	Move those areas first

"Project Not Found". It does not exist or you are not in it.

Areas

Message or tooltip	What to do
"Select a project from the sidebar to get started"	Pick one project instead of All projects
"You do not have permission to edit this project."	You need the Editor role or higher
"Edited in its home project"	It is a linked area; edit it in its home project
"Cannot reshape an area with deliverables"	Any deliverable, even cancelled, blocks it. Create a new area.
"Cannot delete an area with active deliverables"	Every deliverable over it must be cancelled first
"Remove all areas from this group before deleting"	Move or remove its areas
"Geometry cannot be saved as submitted: ..."	Remove holes, crossings, extra parts or slivers, or reduce to 500 vertices
"Cannot upload more than 50 areas"	Save this batch, then import the rest
"Could not reach this address..."	The data service address is wrong or blocks browser access

Orders

"You do not have permission to create orders" (or "edit orders"). You need the Editor role or higher in the project.

Submit is disabled: "Set ... to submit." The order needs a name, billing account and data format. A new workspace has no billing account until an Admin creates one in Settings > Billing Accounts.

"Tasking start dates ... must be at least 2 days in the future". Measured in the area's local time. Delete the deliverable and add it again with a later start.

"Under Review" and I cannot change or cancel it. It is in feasibility review until Terrabit quotes. Contact your account manager if something must change.

"You do not have permission to approve orders". You need the Approver or Manager role in the order's project; workspace Admin alone is not enough.

The quote has expired. Accept Order disappears. Use Request Amendment or Cancel Order.

I cannot accept the order. The footer lists anything missing (payment method, credit deposit, terms). Other refusals:

Message	What to do
"Insufficient balance on this credit..." or "Credit has expired..."	Choose another deposit or method, or contact your account manager
"Payment method '...' is not enabled" or "No applicable payment methods are enabled"	Choose another method, or ask your account manager to enable one
"Capture start has begun. This order cannot be accepted."	Request an amendment or cancel

I cannot cancel an Active order. Only Pending Approval orders can be cancelled. Contact your account manager.

"Only draft orders can be deleted". Cancel it at Pending Approval, or Move to Project.

"No other project you manage..." Moving needs Manager in both projects (or workspace Admin), and only projects you are in are listed.

Your data

A deliverable is missing from the Data Catalog or map tiles. See Why a deliverable is missing.

"Assets Not Available" or "Deliverable Cancelled". No files while a deliverable is Pending or once cancelled.

"View order" is greyed out. The order is in a project you are not in; prices are hidden for the same reason.

"Connect to GIS" is missing. Map tiles are not enabled; contact your account manager.

"This layer file is no longer available". Reload; if it persists, contact support.

Control data

Control Data is missing from the sidebar, or Upload is disabled. Either uploads are not enabled (contact your account manager), All projects is selected or you lack the Editor role.

I cannot download my own file. Control data is only for Terrabit to retrieve.

A "RETRIEVED" file has no actions. Terrabit has collected it. Its name stays taken, so rename your local copy to upload again.

My upload stopped. Closing or reloading the tab cancels it. Upload again.

Notifications

I am not getting emails. Check each category in Settings > Notifications for that workspace. Off stops email only, and you are never notified of your own actions. See Notifications for who gets what.

A notification disappeared. Approval and quote-expiry notifications clear once the order is approved, cancelled or sent for amendment.

API keys and the Tiles API

"Workspace admins only" on API Keys or Tile Usage. Ask an Admin for a key.

"Map tile access is not enabled for this workspace." Contact your account manager.

I lost a key. Roll API Key and update your map clients; the old secret stops within a minute.

Status	Meaning	What to do
204	No data under a mosaic tile	Nothing; not counted
401	Missing, mistyped, rolled, revoked or expired key	Check the key. Roll an expired one; replace a revoked one.
403	Key lacks tiles:read, or map tiles are not enabled	Contact your account manager
404	Workspace or deliverable not in the key's projects	Check the URL and the key's projects
422	Invalid parameter, such as a tilesize other than 256 or 512	Correct the request
503	Albatross could not check the credential	Retry shortly; contact support if it persists

See the Tiles API Responses.

Error pages

Page	What to do
Access Forbidden	You left or were removed from that workspace. Ask an Admin to invite you again.
Something went wrong	Try Again; contact support if it continues

Contact support

Select Support at the bottom of the sidebar, or email [email protected]. Phone support (when shown) is Monday to Friday, 9am to 5pm AEST. Include what happened, steps to reproduce and screenshots.

When to contact your Terrabit account manager instead

• Credit deposits.
• Enabling map tiles, control data uploads or a payment method.
• Changing a locked data format, or payment terms other than Net 14.
• A purchase order number after approval.
• Changing or cancelling an order in feasibility review, or cancelling an approved order.
• Your workspace's name, description or logo.