Support
When Patrimoine cannot do something, it says so and gives the reason a code. Look the code up here to see what happened and what to do next.
Signed in already? The same list lives under Help inside Patrimoine.
381 codes
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What happened
This account has been switched off by an administrator in your organisation. It still exists, with all its history — it simply cannot sign in.
What to do
Ask an administrator to activate it again on the Users page. If nobody remembers switching it off, the activity log records who did and when.
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What happened
Your role does not include this action. Patrimoine has three roles, and each sees a different amount: an administrator manages everything, a manager runs the day-to-day, and a viewer reads without changing.
What to do
Ask an administrator in your organisation to change your role on the Users page, or to carry out this particular action for you.
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What happened
The email address and password together do not match an active account. For safety Patrimoine does not say which of the two is wrong.
What to do
Check the email address for typos and try the password again. If you cannot remember it, use "Forgotten password" on the sign-in page to set a new one. If the account was recently deactivated, an administrator in your organisation can switch it back on.
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What happened
Sign-in codes are short-lived. Too much time passed between asking for the code and entering it, so it is no longer accepted.
What to do
Sign in again with your email address and password. A fresh code is sent immediately, and it is the one to use.
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What happened
The six digits entered do not match the code Patrimoine sent for this sign-in.
What to do
Check the most recent email — an older code from a previous attempt will not work. Type the six digits without spaces. If no email has arrived, look in your junk folder, then ask for a new code.
An administrator can help
What happened
This organisation has been suspended, so nobody in it can sign in. Suspension is applied by Patrimoine, usually over an unpaid subscription or at the organisation’s own request.
What to do
Your data is untouched and comes back exactly as it was once the suspension is lifted. Contact us to find out why it was applied and what is needed to restore access.
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What happened
The password typed to confirm this action does not match the one you sign in with.
What to do
Type your sign-in password again. If you have forgotten it, sign out and use "Forgotten password" to set a new one, then come back to this.
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What happened
Something the form needs was left empty.
What to do
Fill in the field named in the message and save again. Fields marked with a red asterisk are the ones Patrimoine cannot do without.
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What happened
Patrimoine did not recognise the session behind this request. Usually it had simply ended while the page stayed open.
What to do
Sign in again. If you were part-way through a form, copy anything you had typed before you do — an ended session cannot be resumed.
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What happened
Something the form needs was left empty.
What to do
Fill in the field named in the message and save again. Fields marked with a red asterisk are the ones Patrimoine cannot do without.
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What happened
The sign-in request did not come back. This is not about the password being wrong — Patrimoine never got far enough to check it.
What to do
Check that other websites load, then try again. If your connection is fine and this keeps happening, tell us: sign-in failing is ours to fix, not yours.
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What happened
The two boxes do not contain the same thing. Patrimoine asks twice precisely so a typo cannot lock you out later.
What to do
Type it again in both boxes, slowly. If your browser filled one of them in for you, clear both first.
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What happened
Patrimoine asks for your own password before something irreversible, so that an unattended screen cannot be used to destroy records.
What to do
Type the password you sign in with. If you have forgotten it, sign out and use "Forgotten password" to set a new one, then come back.
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What happened
What was entered is not in the shape this field accepts.
What to do
Read the message — it names the field and the shape expected — correct that field and save again.
Worth trying again
What happened
A request did not come back. Usually the connection dropped or the session ended while the page was open.
What to do
Try again, and reload the page if it fails a second time. If it keeps happening, tell us what you were doing.
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What happened
The file could not be read as a picture. Either it is not an image, or it is in a format this browser cannot decode.
What to do
Use a JPG, PNG or WEBP file. HEIC photos straight from an iPhone only work in Safari — on other browsers, export the photo as JPG first.
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What happened
Patrimoine stopped the action because a rule of the application was not met. Nothing was saved.
What to do
Read the message on screen: it names what is wrong. Correct it and try again.
An administrator can help
What happened
This action needs a level of access, or a plan, that the account does not currently have.
What to do
Ask an administrator in your organisation. They can change roles on the Users page and see the plan and its limits on the Licence page.
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What happened
Verification links can only be used once, and they expire. This one has already been used or has passed its expiry.
What to do
Enter your email address on the verification page and ask for a new link. Open the newest email you receive — older links stay dead.
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What happened
Something the form needs was left empty.
What to do
Fill in the field named in the message and save again. Fields marked with a red asterisk are the ones Patrimoine cannot do without.
You can put this right
What happened
The request reached Patrimoine but did not finish, so nothing was saved. Whatever you were recording is unchanged.
What to do
Check the form for a field marked in red, then try again. If there is nothing marked and it keeps failing, tell us what you were recording.
You can put this right
What happened
Patrimoine stopped the action because a rule of the application was not met. Nothing was saved.
What to do
Read the message on screen: it names what is wrong. Correct it and try again.
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What happened
The account is switched off, and Patrimoine does not invite somebody to an account they could not use.
What to do
Activate the account first on the Users page. The invitation goes out by itself the moment it is activated.
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What happened
This invitation link has expired, has already been accepted, or was replaced when a newer invitation was sent to the same person.
What to do
Ask an administrator in your organisation to send the invitation again from the Users page, then open the newest email.
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What happened
An administrator cannot lower their own role, because doing so could leave the organisation with nobody able to restore it.
What to do
Ask another administrator to change your role for you.
Showing 1–25 of 381
Some things are not yours to fix. For those, or when the same code keeps coming back, reach us directly.
Quote the code you saw. It tells us where to look before we ask you a single question.