> ## Documentation Index > Fetch the complete documentation index at: https://help.hflow.pro/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Common questions and fixes for hFlow staff. This page answers questions school staff ask most often. For step-by-step first-time setup, start with [Getting started](/hflow/getting-started). On any signed-in app screen, the **`?` Help** icon at the bottom-right opens the guide for that page in a new tab. Use the **ladybug** beside it when something looks wrong and you want to send feedback to the hFlow team. ## Sign-in and access ### I cannot sign in Open the app at [app.hflow.pro](https://app.hflow.pro) (not the marketing site at [www.hflow.pro](http://www.hflow.pro)). Confirm you are using the email address your school registered and the password from your invitation. Use **Forgot password** on the login page if needed. If sign-in still fails, contact [support@hflow.pro](mailto:support@hflow.pro). ### My account is not associated with an organization Your login exists but is not linked to a school roster yet. Ask your hFlow administrator or school owner to complete staff setup. Until linking finishes, you will not see the full menu. ### I do not see Configuration, Languages, or Import CSV Those tools are for **owners** and **admins**. Teachers see a slimmer menu focused on **Students** and **Assessments**. See [Staff roles and permissions](/hflow/configuration/staff) and [Students: Admin vs Teacher](/hflow/students/roles-and-permissions). ## Students and roster ### Why is my student list empty? A new school account starts with no students. Import a CSV or add students manually. See [Getting started](/hflow/getting-started) and [Add Students](/hflow/students/add-students). ### Why do I not see a student I expect? Check **school year**, **grade**, and **language** filters on **Students**. Confirm the student was imported for that year and grade. Teachers only see students assigned to them unless your school grants broader access. ### CSV import failed or skipped rows Open the **Failures** download from the import results. Common causes: * Missing required columns (`first_name`, `last_name`, `school_year`, `grade` for students) * Invalid `school_year` format (must be `YYYY-YYYY` with the second year equal to the first plus one) * Invalid `grade` (integer `0`–`12`) * More than **500 rows** in one file, split the file and import again * Duplicate `external_student_id` when that column is used ### Wrong CSV import or need to undo an import hFlow can sometimes **reverse one entire CSV upload** (student or assessment), but only while the imported data is still untouched. Undo is **not** available to teachers from the import screen. #### If you are a teacher or coordinator 1. **Stop editing** roster or assessment data that came from that file, especially scores, class assignments, and new students from the upload. 2. Note **when** you imported and whether it was **Students** or **Assessments**. 3. Contact your hFlow **owner** or **admin** and ask them to check **Configuration → CSV Imports** as soon as possible. 4. If you already changed a score or moved a student to another class, tell them exactly what you changed. Those edits often block undo. The import results screen also reminds you that only an owner or admin can undo from **CSV Imports**. #### If you are an owner or admin 1. Open **Configuration → CSV Imports**. 2. Find the upload (student or assessment table) and click **Review undo**. 3. Read hFlow’s safety check. If undo is blocked, the dialog lists why. For example an assessment was edited after import, or new assessments were added for students the file created. 4. If undo is allowed, confirm only after you understand what will be deleted and restored. Undo is **permanent**; to get data back you re-import the file (or a corrected CSV). Full rules and examples: [CSV imports and undo](/hflow/configuration/csv-imports). **Common blockers:** editing an imported assessment in the gradebook; adding assessments for newly imported students; changing a student’s class after a roster CSV updated sections; imports from before the undo feature (no journal). ### Class or section errors on import If a grade uses sections, provide a `class` value for each row. If the grade has no sections, leave `class` blank. Typing `5a` or `5b` in the CSV creates those sections automatically. You do not set them up elsewhere first. ## Assessments and tiers ### Tiers look wrong after import Tiers follow the bands on **Languages** for that language, grade, period, and school year. Review sliders under **Edit Tiers** and save, then confirm assessments use the correct period (BOY, MOY, EOY). ### Assessment CSV rows were skipped Match student **names** exactly to the roster file for the same `school_year` and `grade`. Include `language` and `period` on every row. Each row needs at least one score column. If two students share a name, add `student_code`. ### I uploaded the same file again. Will it duplicate? No. Student import updates class assignment when the student is already enrolled for that year and grade. Assessment import **updates** existing BOY/MOY/EOY rows for the same student and language. ### Reading-only cards on the gradebook When an assessment has reading scores but no listening, speaking, or writing, the gradebook may show a reading-focused card until you enter those domains. See [Assessments](/hflow/assessments#read-only-gradebook-cards). ## Reports and communications ### A report shows no data Confirm filters (year, grade, language, period) match students who have assessments for that period. Empty rosters or missing imports produce empty charts. ### I cannot send communications **Communications** requires admin access and configured **email templates**. See [Communications](/hflow/communications) and [Email templates](/hflow/configuration/email-templates). ## Report a problem or suggest an idea While you are signed in, use the ladybug icon at the bottom-right (**Report an issue · suggest an idea**). Step-by-step instructions, impact chips, screenshots, and the owner review list are on [Reporting issues and suggestions](/hflow/reporting-issues-and-suggestions). ## Browser and getting help hFlow works best in current versions of Chrome, Edge, Safari, or Firefox. If a page behaves oddly, try a hard refresh or another browser. For issues not covered here, use **Report an issue · suggest an idea** in the app, or email [support@hflow.pro](mailto:support@hflow.pro) with your school name, the page you were on, and what you expected versus what happened.