If you are experiencing an issue such as receiving an error message, being unable to log in, or performance issues, here are a few suggestions to try:
Confirm if it is one individual or if every employee is experiencing the issue
If multiple employees have the issue, check our status page
Speak with your MT Admin and confirm you have the correct Role
Ensure that employees are logging in with the correct and registered email address to avoid access issues.
Browser
If the issue is on a computer or mobile browser, follow these steps to resolve it:
Logging out and back in
Verify that the browser is on the latest version
Try Incognito Mode- Disable browser extensions, such as ad blockers or privacy tools, as they may interfere with functionality.
Test the issue in a different browser to determine if it is browser-specific.
Ensure your browser is updated to the latest version to avoid compatibility issues.
Biz App
If the issue is within the Biz App, try
Logging out of the app, hard closing it on the device, and logging back in
Confirm the app is on the latest version and there are no pending updates
Delete and redownload the app
This will guarantee the app is up to date
Check that you are using the correct email configured for your work account. Logging in with an incorrect or unregistered email address may cause denial of access.
Contact Support
If the employee still has issues and the status page says everything is operational, contact support with the following information:
Employee name and email address
The account email address used for login helps verify and resolve access issues efficiently.
Details of the issue and where it is happening
Screenshot or screen recording of the issue
Screenshot of the Biz App about page- The browser and version being used
Steps have already been attempted to resolve the issue
Any error messages or unusual behavior observed
When contacting support, do not CC your customer on the communication. Mariana Tek loves to help with everything, but they need to support the studio with questions, not their customers.