I did not receive the team invitation

Team invitations are sent through the email address. If you did not receive the team invitation, here are some checklist to consider:

• Check if the email account is activated.
• Check if you are using the correct email address that was invited to the team by the Administrator.
• Check if the mail went into Spam / Junk / Bin / Deleted folders. Please make sure to add/whitelist the conceptboard.com to your email address book.
• Check with your IT department if they have whitelisted the sending IP and the domain conceptboard.com. 

Once you receive the team invitation mail, click through the invitation link. 

TIP: You may have to do this not on the device level but rather on the webmail level to ensure that link activation works smoothly. 

If the list above does not help, please reach out to us at support@conceptboard.com and our team will be pleased to assist you. 

I do not receive my password reset email

Password mails are sent through the email address. If you did not receive the password emails, here are some checklist to consider:

• Check if the email account is activated.
• Check if you are using the correct email address.
• Check if the mail went into Spam / Junk / Bin / Deleted folders. Please make sure to add/whitelist the conceptboard.com to your email address book.
• Check with your IT department if they have whitelisted the sending IP and the domain conceptboard.com. 

If password reset issue still persist,  please reach out to us at support@conceptboard.com and our team will be pleased to assist you. 

I'm having board disconnections during session

If you are working in an office environment with multiple firewalls and other security systems in place, please try out if the board opens on a mobile device via a Hotspot to evaluate if the cause of the issue is a conceptboard connectivity problem or your local infrastructure. 

Here are some checklist for you to consider:

• Connection to app.conceptboard.com via wifi/Ethernet is stable.
• Connection to app.conceptboard.com via different network connections (e.g. LAN, public Hotspot, mobile data, etc.) is working.
• Can access boards on different devices (e.g. laptop, Pcs, mobile, tablet, etc.).
• Local firewall settings are enabled or disabled.

If the list above does not help and you are still having a board disconnection problems, please send us an email at support@conceptboard.com and our team will be pleased to assist you. 

I get strange codes or HTML tags every time I write on my board

Do your sticky notes and text in Conceptboard show HTML tags that you haven't directly added in yourself? 

You may have Google Translate plug-ins installed as an extension. If so, this might be the cause of the codes/tags. These plug-ins attempt to read the sticky notes and shapes on the board, and adds these html codes/tags. 

Please try to uninstall or turn off the translation extension when working on a board. Then try to work again to your boards. 

 

Another reason for the appearance of html tags might be an attempt to format text into Bold. You may try to highlight the text and make it bold manually via Command+B input, which will transform the text into its tagged version.

As a workaround, you may opt to use the Font style - Open Sans Bold for your text. Select the Text icon tool and type in the text with the preferred font style and paste it together with the other elements.

I have a board view problem - too small or too large

Do you have a board where menu bars, function buttons, navigation maps are very small or too large which is impossible to work with? 

The problem is most likely related to your browser zoom.

Please try to reset the browser zoom in your browser bar to 100%, close your board and then try accessing your board again.