FAQ
Answers to the questions the Impact Hub Houston team asked during testing and rollout, and the ones that tend to follow.
Accounts and Sign-In
Someone applied but never got an invitation. What now? Open the application; a red "Invitation failed" line says why. A daily job re-sends it. To send one now, invite them from Settings, Members with the same role; the old invitation is withdrawn automatically.
Can we create an account without an application? Yes. Settings, Members, Invite, or the + button in the rail. See Invite and Onboard Someone.
A member signed in and sees almost nothing. Their account has no role. Settings, Members, Change Access.
Why does Google show "unverified app" when connecting a calendar? The Google Cloud project's consent screen has not been verified under Impact Hub Houston's account yet. It is a warning, not a block, and it goes away after the Google Cloud handover.
Can members sign in with Outlook? Yes, with the Continue with Microsoft button. Outlook calendar access uses that same sign-in.
Someone signed up with a different email than we invited. Invitations are tied to the address. Ask them to use the invited address, or invite the one they used.
The Intake
Can we change the questions ourselves? Yes. Settings, Forms. Save as a draft, preview, then Make Live. Old submissions keep their answers against the version they answered. See Forms and Fields.
Why does the form show "Step 4" with no total? The total depends on answers not yet given (a registered business adds the assessment; a partner path is shorter). A total that kept changing read as the form moving the finish line, so it shows the step only.
A signed-in member adding a role still saw name and email questions. Fixed with the revised question set (IMP-228): a signed-in member is told at the start that they are adding a role, and their name and email are shown filled in.
What happens to a founder's score if we change assessment weights? Making the new version live asks "Regrade Every Founder?" and recomputes everyone on the same rubric.
Profiles and Matching
A founder is told they cannot be matched. Why? The readiness list on their Overview says what is missing. What counts as required is set under Settings, Member Fields.
Why was a founder blocked by "skills" when the intake never asked for them? It was a defect; skills are required of mentors, investors and volunteers only (IMP-191). Founders are matched on their business.
Why does For You not mention marketing when the founder asked for it? The library has no resource filed under Marketing. Publish one and it appears with the reason "Marketing material, since you asked for help with Marketing."
Should mentors see the founder resources? That is a checkbox on each resource under Manage Resources: tick Mentors on the ones they should see.
Who approves a match? Your team first, then the mentor, by default. The Matching page's toolbar switches to mentors-only when you are ready.
The founded year and team size were empty on a business profile. Fixed: they are filled from the registration date and expected headcount on the intake (IMP-195), and stay editable.
Partners
Does an approved partner get their organization created automatically? Yes, from 13 Oct 2026: when they create their account from the invitation, the organization they described comes onto the platform with them as administrator, with the mission, services and areas from the application. Website, email, phone and city are not asked on the intake; the administrator fills them on the Organization page.
A partner was sent back to the Overview from several links. Fixed (IMP-223): Calendar, Events, Partners, Settings and their own profile open for partners.
A partner still saw "Before you can be matched" on Settings. Fixed (IMP-229): a partner-only member never sees the matching list.
Who receives the messages sent through "Report a problem" after launch?
They become issues in Linear (which transfers to you at handover), and a copy is emailed to the Impact Hub team list, Grace and Maria today. The list is one environment variable, APPLICATION_NOTIFY_EMAILS.
Who gets announcements? Only members who have signed in at least once. Imported contacts and invited-but-not-joined people never do. The count on the Send button is the real number.
Can we change the invitation email? Not on the current Clerk plan; it is sent by Clerk with its default styling. Every other email is editable under Settings, Email Templates.
The welcome email is not going out. It starts switched off. Settings, Email Templates, Welcome, turn on Send this email, save.
Phones
The sign-in form ran off the right edge on a phone. Fixed (IMP-157): the card fits the screen.
A tour button did nothing on a phone. Fixed (IMP-224): every tour button is a real link that closes the tour and opens its page.
The "overdue" label overlapped a task title on a phone. Fixed (IMP-155): titles truncate and the label keeps its own column.
Operations
How do we roll back a bad deploy? Vercel, Deployments, Promote to Production on the previous good one. Under a minute.
Where are the backups? Supabase, Database, Backups. See Database and Storage.
Where do I see errors? Sentry first, then Vercel Logs. See Monitoring and Tracking.
How do we add an admin? Settings, Team and Roles, Invite, or Settings, Members, Change Access on an existing member.
How do we delete a test account? Settings, Members, row menu, Delete Member, type the name to confirm. The matching Clerk user is removed by the platform.
What is in the docs that could be sensitive? No secrets and no commercial terms. Admin how-tos, architecture and runbooks. The site is marked not to be indexed by search engines; if it should be sign-in only, Vercel password protection on the docs project is the quickest way.