If you're running into an error that keeps coming back — even after clearing your cache, switching browsers, or logging out and back in — this guide will help you resolve it or get the right help fast.
When you chat with Fin, it automatically pulls context from your most recent Ninety session — including what page you were on, actions you took, and any errors that occurred. This means Fin may already have the details it needs to help you without you having to describe everything from scratch.
Step 1: Try the standard fixes first
These steps resolve the majority of display and functionality issues:
Clear your browser cache and cookies (choose "All Time"), then log back in.
Try the same action in an incognito or private browsing window.
Switch to a different browser (e.g., if you're on Chrome, try Edge or Firefox).
Try on a different device or network to rule out a local issue.
For a full walkthrough of browser troubleshooting, see How to Troubleshoot Browser-Related Issues in Ninety.
Step 2: Check if a dedicated guide covers your issue
Some errors have dedicated troubleshooting guides:
Login or access issues — see Resetting Your Password.
Scorecard formula showing "Invalid" or blank — see Creating Formula-Based Measurables.
Deleted data (Rocks, Measurables, etc.) — see the relevant recovery article for your item type.
Billing or payment errors — see Updating Your Payment Method.
Data not saving or displaying incorrectly — try a hard refresh (Cmd+Shift+R on Mac, Ctrl+F5 on Windows).
Step 3: Contact support
If the issue persists after the steps above, reach out to the support team. Because Fin already has context from your recent session — including the page you were on, errors that appeared, and actions you took — you may not need to provide all of these details manually. That said, sharing the following helps the team resolve your issue faster:
A description of what you were trying to do when the error appeared.
The exact error message, if one was shown (copy the text or take a screenshot).
Whether the issue happens for just you, or for other users in your account.
The steps you've already tried from Step 1 and Step 2 above.
You can reach support through any of these channels:
In-app: click the chat icon in the lower-right corner of Ninety and ask to speak with a person.
Email: helpful@ninety.io
Contact page: ninety.io/contact
If you're a Coach or Partner working with a client in a live session and need urgent help, email partner@ninety.io with "URGENT" in the subject line to reach the priority support queue.