Troubleshooting

A short reference. If something unexpected happens, start here before reaching for the office engineer.

Magic-link emails land in spam

What you see. You asked for a sign-in link, it says sent, and nothing arrives.

Fix. Check your spam folder. If you find one, mark it as Not spam; later links will come through straight. If the inbox is clean and no link is in spam, wait a full minute and ask for another — there is a short rate limit, and a second request too quickly is quietly ignored.

If this keeps happening across your team, Haden’s Resend sender domain may need its SPF, DKIM or DMARC records re-verified. The office engineer can confirm from the Resend dashboard; the records live in Cloudflare DNS for hadeninstitute-crm.com.

“We couldn’t find a portal account for that email”

What you see. On the Portal sign-in page, after you press the button, the page says “We couldn’t find a portal account for that email. If you’re a current student, ask the office for an invitation at [email protected].”

Fix. The person hasn’t been invited to the portal yet. In the CRM, open their record and press Invite to portal. They will get a magic-link email within a minute. The portal never creates accounts on its own — this message is the system saying so.

A student signs in and gets “Staff view coming”

What you see. A student types their email on the portal, clicks the magic link, and lands on a card that says “Staff view coming.”

Fix. The system thinks they are staff. This usually means they accepted an admin invitation on the same email instead of (or in addition to) a student invitation. The office engineer can clear the staff row for that email in the database; the next sign-in will go to the student Homebase.

The admin invite link lands them on the CRM, not the portal

What you see. A newly invited admin clicks their magic link and lands on the CRM. That is the correct behavior for admin invitations. If the invitation was supposed to be for a student (because the person is also a student), the office needs to invite them again from the student’s person record — a student invitation and an admin invitation go through different code paths and different edge functions.

The quietest fix is: send student invitations only to students, and admin invitations only to admins. If a person is both, send both; the system can hold two roles on one email.

Resend sender domain verification

What you see. No emails arriving at all; the message log shows sent on Haden’s side.

Fix. The Resend dashboard shows DNS record status for the sender domain. If any of SPF, DKIM, DMARC are red, the DNS record in Cloudflare for hadeninstitute-crm.com needs attention. The office engineer walks it through; the fix is usually a copy-paste from Resend into the Cloudflare DNS editor.

Supabase site URL

What you see. A magic link opens the right app but drops you to a login page instead of signing you in. This is almost always a redirect URL mismatch.

Fix. In Supabase’s Authentication → URL Configuration, haden-portal.pages.dev and hadeninstitute-crm.com should both be listed. If a staging URL (haden-portal-123.pages.dev) is involved, add that too. The office engineer handles this.

DNS lag after a domain change

What you see. A link that used to work doesn’t resolve for an hour or two.

Fix. DNS caches update slowly. If you have changed a DNS record for a Haden subdomain, give it an hour, maybe four, before you troubleshoot further. Try a fresh browser window with incognito mode to rule out your local DNS cache.

The pipeline board doesn’t show someone you expect

What you see. You dragged a card to a column and it bounces back, or a person you added to a program isn’t showing up on their program’s funnel.

Fix. Check two things, in this order:

1. The status on their program row. The pipeline hides anything that isn’t Active. Toggle Show paused + exited at the top of the funnel and the card will appear, greyed, with a status badge.
2. The program the person is on. If they appear in SD but you are looking at DW, you need to add them to DW first (from their person record, press Add to program).

The CRM says a stage change happened but the Timeline doesn’t show it

What you see. You moved a card on the pipeline, and the Timeline hasn’t updated.

Fix. Reload the person’s record. The Timeline writes immediately on every stage change, but the UI fetches it on open — a cached record from before your drag won’t show it until you refresh.

Next: Glossary.