Troubleshooting¶

Quick fixes for the most common problems in Packr — trouble signing in, data that's missing or out of date, attachment issues, and Pax or messaging that won't load. Start with the section that matches your symptom; each one links to the feature page with more detail.

Overview¶

Most Packr issues fall into a few buckets: you can't sign in, the data you expect isn't there or looks stale, an attachment won't open, or Pax (Packr AI) or messaging won't load. Work through the steps below in order. If you're still stuck, see Get help.

Fix trouble signing in¶

If you can't sign in (log in) at the Welcome to Packr screen:

1. Check your Username and Password for typos. The username field is not your email address unless you were set up that way.
2. If you see Invalid username or password, select Forgot Password? to reset your password.
3. If you see Account is deactivated. Please contact support., your access was turned off — ask a workspace admin to re-enable your account.
4. If you see Unable to connect to server, check your internet connection and try again.
5. New to Packr and have no account yet? Select Set up account.

Screenshot: The Welcome to Packr sign-in screen. (pending capture)

For the full sign-in walkthrough, see Signing in.

Fix missing data¶

If orders, inventory, tasks, or other records you expect aren't showing in the Brand Work Desk (its nav label is Home):

1. Clear any active search box and filters — a filter may be hiding the records.
2. Confirm you're in the right workspace. Use the workspace switcher if you belong to more than one.
3. Confirm you have access to the right brand. You only see data for brands (shown as Group in the Directory) assigned to you. Ask an admin to check your brand access if something's missing.
4. For warehouse data specifically, the brand may not be mapped to a WMS account yet — see the sync section below.

If you should have access but don't, see Members and invites or ask an admin to review your roles and permissions.

Fix data that's out of date¶

Warehouse data (orders, inventory, inbound shipments) is synced from your WMS, so it can lag behind the warehouse by a short window.

1. Check the freshness indicator on the screen to see when data was last synced.
2. Refresh the page, then check again.
3. Brand new orders or stock changes can take a little while to appear — this is normal sync delay, not a lost record.

For how often data updates and what each freshness label means, see Syncing and freshness and Data freshness.

Fix a brand with no warehouse data¶

If one brand shows no orders or inventory while others look fine, the brand may not be mapped to a WMS account.

1. Open the Integrations page. Confirm the WMS shows WMS Connected.
2. Under Brand Warehouse Mapping, check whether the brand has an account selected.
3. If the brand is unmapped, an admin should select the matching account and select Save.

If you see "No WMS customer accounts found," the WMS credentials may not have access to child accounts — an admin should re-check the connection on the Integrations page.

Fix attachment issues¶

If a file or attachment won't open or appears to be missing:

1. Refresh the page and try opening the attachment again.
2. Confirm the upload finished — if you just added the file, wait for the upload to complete before navigating away.
3. Check the file format and size; very large files can take longer to process.
4. Confirm you have access to the brand or item the attachment belongs to. Files follow the same brand access as everything else.

For where files live, see Drive.

Fix Pax or messaging not loading¶

If Pax (Packr AI) won't respond, or channels and threads in messaging stay blank:

1. Refresh the page — both Pax and messaging need an active connection to load.
2. Check your internet connection. A dropped connection stops new messages and Pax replies from loading.
3. Confirm you're signed in and in the right workspace — Pax answers are scoped to your workspace and brand access.
4. If Pax still won't load, sign out and sign back in to refresh your session.

For what Pax can do, see Asking Pax questions. For channels and threads, see Channels and threads.

Common questions¶

Why can't I sign in? Most often a typo in your Username or Password. If you see Invalid username or password, use Forgot Password?. If you see Account is deactivated, ask an admin to re-enable your account. See Signing in.

Why is my data missing? Usually a filter, the wrong workspace, or a brand you don't have access to. Clear filters, confirm your workspace, and check your brand access. For warehouse data, the brand may not be mapped to a WMS account yet.

Why is my data out of date? Warehouse data is synced from your WMS and can lag by a short window. Refresh the page and check the freshness indicator. See Syncing and freshness.

Why won't Pax load? Pax (Packr AI) needs an active connection and a signed-in session. Refresh the page, check your connection, and confirm your workspace. If it still won't load, sign out and back in.

Why is messaging blank? Channels and threads need a live connection. Refresh the page and check your internet connection. If it's still blank, sign out and back in.

Related¶

• Get help
• Syncing and freshness
• Signing in
• Data freshness