> For the complete documentation index, see [llms.txt](https://docs.besmarthead.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.besmarthead.com/help/faq.md).
# FAQ & troubleshooting
The twenty questions SmartHead users ask most – saving, statuses, access, slow pages, odd codes – each answered in a few sentences with a link to the fix.
Find your symptom below; every answer is a few sentences and a link. If your question isn't here, [Get help and give feedback](/help/get-help.md) tells you how to reach us.
## Saving
Where is the Save button?
Disclosure pages have none: SmartHead saves as you go. Watch the header – **No changes yet** › **Unsaved changes** › **Saving…** › **Saved at HH:mm**. If it says **Not saved**, click **Try again**; after three failures you get "Saving keeps failing" and should contact your administrator or support. Pages with a real **Save** button: the double materiality assessment, the EU Taxonomy wizard, profile and account settings, the activity editor (**Publish**). See [Autosave, co-editing and conflicts](/working-with-your-data/autosave-and-coediting.md).
Someone else changed this – which version is kept?
If a colleague changed other data points on the same disclosure, SmartHead merges them in and shows an **Updated HH:mm** badge – nothing to do. If you both changed the same data point you get "These items were changed by someone else…" with **Keep my version** / **Use their version**. Pick one; the other version stays in the **Change log**. See [Autosave, co-editing and conflicts](/working-with-your-data/autosave-and-coediting.md).
Percent shows 55 in SmartHead but 0.55 in my Excel formula – which is right?
Both. The exported cell holds the fraction 0.55 with a percent format, so Excel displays 55 % and formulas see 0.55. Type 55 % or 0.55 into the file – the import reads both as 55 %. See [Export to Excel](/export-import-reports/excel-export.md).
## Statuses and settings
Why are there three different statuses?
Because three things have one. A **disclosure** has a status you set in its header (**New**, **In progress**, **Ready** / **Not ready**, **Done**). A **request** on a data point moves **To do** › **In progress** › **Submitted** › **Validated** as people work. The counters on the list ("3 / 4", "N In progress / N Done") only count. See [Statuses explained](/working-with-your-data/statuses.md).
Which "Settings" do I need?
Three pages share the label. Dashboard › **Settings** (top right) is Profile settings: logo, description, documents, public visibility. Framework list › **Settings** next to the year is ESG settings: breakdowns, data requests (upcoming). Avatar › **Settings** is Account settings: your name, language, notifications, password.
## Requests and access
What do the + and the avatar on a data point mean?
**+** means nobody has a request on this data point yet – click it to assign one. An avatar with **Complete** and **Delegate** means a request exists; the avatar's tooltip is the assignee. The avatar, the **Comments** icon and the **Attachments** icon all open the same drawer. See [How data requests work](/team-collaboration/collaboration.md).
Where is Import?
Next to Export, one level down: on the framework list open **Export ▾** and pick **Import from XLSX**; on a disclosure it is in the header **"…"** menu, on a single data point in its **"…"** menu under **Excel**. Every import shows a preview before anything is saved. See [Import from Excel](/export-import-reports/excel-import.md).
I see "You don't have permission to access this content"
In this profile you are a reporter or auditor and this disclosure has no request or viewing access for you. **See your requests** lists the data points you can work on; **Switch account** changes the profile. Need more? Ask the administrator for a request or viewing access on the data point. See [Roles and permissions](/your-account-company/user-management/roles-explained.md).
I signed in and landed on Requests, not the dashboard
That's by design: reporters and auditors start on the Requests page, which lists every data point assigned to them across all profiles. Administrators and viewers start on the dashboard. See [The Requests page](/team-collaboration/requests-page.md).
My value is locked or greyed out
Four usual reasons: the disclosure is **Done** (locked – set it back to **In progress** to edit); the data point is marked **not material** (**"…"** › **Mark as material**); the value is calculated from other data points or from the GHG row calculator (edit the sources instead); you have no request on it as a reporter. In a parent profile a consolidated value is locked until you choose **Enter manually** (upcoming). See [Everything you can do on a data point](/working-with-your-data/datapoint.md).
Is there an email reminder before a due date?
SmartHead emails people when a request is assigned, delegated, completed or commented on, but we found no reminder before the due date. Use **Overdue only** on the Requests page, or the **Tasks by user** chart, for your weekly check. See [The Requests page](/team-collaboration/requests-page.md).
{% hint style="warning" %}
TO CHECK: confirm that no due-date reminder emails exist (Q12).
{% endhint %}
## Users
I invited someone and nothing happened
Check their row in **Users**: **Pending registration** with "Invited on …" means the email went out and they haven't finished registering – ask them to check spam and click the link. **Invitation expired** or **Invitation cancelled** – click **Invite again**. A user who already has a SmartHead account is added directly, without an invitation. See [Invite and manage users](/your-account-company/user-management/invite-users.md).
I can't remove myself, or the last administrator
"You are not able to remove yourself from the profile" – ask another administrator to remove you. "The profile must have at least one administrator" – make someone else an administrator first, then change the role or remove the user. See [Invite and manage users](/your-account-company/user-management/invite-users.md).
## GHG
There are two GHG calculators – which one do I use?
For your report: the row calculator inside the data point (the small calculator icon on E1 rows) – it stores emission factors and sources with the value. The **GHG calculator** dashboard tile is the guided, standalone calculator for a footprint outside a framework. See [GHG emissions in SmartHead](/ghg-emissions-co2-calculator/ghg.md).
## Display and performance
The page takes ten seconds to load
The double materiality assessment and the EU Taxonomy page load every disclosure of the year at once. Wait – reloading starts the ten seconds again. Disclosure pages and the lists are fast.
I see codes like enums.… or esrs.standard.… instead of text
A known display bug: a label is missing its translation. Your data is fine and exports are not affected. Tell us where you saw it (see below) – it helps us fix it.
{% hint style="warning" %}
TO CHECK: tickets for the raw-key labels seen on dev2 (Q30).
{% endhint %}
I can't open ESG pages on my phone
Below tablet width the ESG administration shows "Hold off – the SmartHead administration platform truly shines when used on laptops and tablets". Public pages and the newsfeed work on a phone; for data entry use a laptop or a tablet in landscape.
{% hint style="warning" %}
TO CHECK: is tablet landscape officially supported (Q32)?
{% endhint %}
A toast says "There is new version of SmartHead"
Finish typing, wait for **Saved at**, then click **Reload**. If you ignore it, the app reloads itself at midnight.
Where did Statistics, Reports and Knowledge base go?
These older dashboard tiles are no longer linked from the current dashboard. Your ESG outputs are the **Export** menus and [Your ESG report](/export-import-reports/esg-report.md); the in-app guide is the **Tutorials** icon (lightbulb) in the header.
{% hint style="warning" %}
TO CHECK: whether Statistics & Analytics, activity reports and the Knowledge base videos stay reachable (Q16).
{% endhint %}
## How to report a bug
Send the page URL, the profile name, the time it happened, your role in the profile, your browser and a screenshot to . If a **There is new version of SmartHead** toast was showing, say so – a reload often fixes it. Details: [Get help and give feedback](/help/get-help.md).
## Related
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[Glossary](/help/glossary.md)
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