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Troubleshooting and FAQ

Fixes for the most common problems: missing modules, invite and signature emails, greyed-out AI, the demo, Google sign-in, reset emails, voice and currency totals.

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Find your problem below. Each answer says why it happens and what to do. If you are still stuck, email hello@projectcapex.com.

I don't see a module

A module can be missing from a project's menu for one of these reasons:

  • It is hidden in this project. A project manager or admin can switch modules off in Project administration, Modules in this project. If you follow a direct link, the page says This module is hidden in this project.
  • Your plan does not include it. The Free plan has the core modules only: plan, RAID and governance. Budget, resources, scope, documents, testing, training, cutover, data migration, dashboards, status reports, dependencies and Agents need Pro, Enterprise or Lifetime. The page then says Available on Pro. See Plans and pricing.
  • You are not on that project. Unless you own the company or are a company Admin, you only see projects whose team you are on. Ask a project admin to add you.

Your role decides what you can change, not which modules you see. If a module opens but its buttons are off, check Roles and permissions.

An invited person didn't get the email

  1. Check spam

    Ask them to look in their spam or junk folder. New people get the Capexo invite email. People who already have an account get a "You've been added" email.

  2. Resend it

    On the Team tab, or in Company admin, Team and roles, select Resend invitation next to their Pending row. You can resend to the same person once every 10 minutes.

  3. Share the link

    If the email can't be sent, the confirmation says "Saved. We couldn't send the email; share the link instead". Select Copy link and send it yourself.

A signer didn't get the email

Signers are emailed when it is their turn to sign. If one says nothing arrived:

  1. Check spam

    Ask them to look in their spam or junk folder.

  2. Resend email

    In the record's Signatures panel, select Resend email beside the signer marked Awaiting signature. You can do this once every 10 minutes for each signer.

  3. Copy link

    If the line under the panel says the email could not be sent, select Copy link and send it to them yourself. The request also waits on their Home page. See E-signatures.

AI buttons are greyed out or show a lock

AI needs every one of these. The message next to the button tells you which one is missing:

AI works when

  • The company's plan includes AI and is active
  • The company has not turned off AI for its projects
  • Your role can use AI: Admin, Project manager, or the company owner
  • Use AI is on in your Settings, AI
  • Agents and project updates is on, for agents and the assistant
  • A key for an allowed provider is saved on this device
  • "AI agents are part of the Pro plan": the company needs a plan that includes AI.
  • "AI is turned off by [company] for its projects": only a company admin can change this, in Company admin, AI.
  • "Your role cannot run AI agents": ask a project admin about your role.
  • "Turn on AI in your settings": select Open Settings, AI.
  • "Add your AI key in Settings, AI": you have not saved a key on this device yet. Keys do not follow you between devices.

The Cutover and Gate Readiness agents use rules, not AI, and still work. See AI settings and your own key.

The demo says something is not available

  • "Not available in the demo" next to a button: some actions are off in the demo, such as inviting people, adding a company, uploading documents, requesting signatures and changing plans.
  • "The demo is being set up": try again later.
  • "Sign out to start the demo": you are signed in with your own account in this browser. Sign out, or use another browser.
  • "The bot check did not pass": select Try again.

See The demo workspace.

Google sign-in doesn't open

Google's button opens a small pop-up window. If your browser blocks pop-ups for app.projectcapex.com, nothing seems to happen. Allow pop-ups for the site and try again. See Sign-in options.

The reset email didn't arrive

  1. Check spam

    Look in your spam or junk folder for an email from Capexo <hello@projectcapex.com>.

  2. Check the address

    Make sure you typed the address you signed up with. The page gives the same message either way.

  3. Wait, then try again

    If nothing arrives in a few minutes, request a new link. Reset links work once and for a limited time.

Figures don't match my currency

Each programme keeps its own currency. The portfolio adds programmes up in the company's reporting currency, using the company rates an admin entered in Company admin, Currency. Capexo does not fetch live market rates.

  • Converted totals say "Converted at company rates as of" the oldest rate date they use. An old date means an old rate.
  • A programme in a currency with no rate stays out of the portfolio totals until an admin adds one.

See Reporting currency and rates.

The mic doesn't work or hears nothing

  • Allow the microphone for app.projectcapex.com in your browser's site settings.
  • If speech is set to Off, type only, the mic is hidden. Change it in Settings, AI.
  • With On this device, download the speech model first. See Voice and dictation.

Still stuck?

Email us with the page you were on and what you tried, and we will help you finish it.