Section 7.1: FAQs & Troubleshooting Guide

This guide compiles answers to the most common questions and provides step-by-step troubleshooting procedures for the ABRAM platform.

1. Calendar Sync & Availability Issues

Q: Why are my external calendar events not showing up on my ABRAM Utilization Calendar?

A: Calendar sync is driven by real-time connection sync. If sync stops or fails to initialize:

1. Navigate to Settings > App Connectors > Calendar Sync.
2. Check the connection status of your Google Calendar or Microsoft Outlook account.
3. If it displays "Connected" but is not updating, click Re-Sync Now to refresh the subscription.
4. If it displays "Disconnected" or "Error", click Reconnect to re-authorize the connection.

Q: Does blocking out a day on my Google Calendar automatically make me unavailable on ABRAM?

A: Yes. Any event marked as "Busy" on your primary synced external calendar is imported automatically. Events marked as "Free" or "Tentative" are ignored to prevent accidental blockouts.

Q: How do I resolve a capacity conflict alert?

A: If a producer attempts to book you for a work package that overlaps with an existing confirmed booking or external blockout, the system highlights the dates in red. You can:

• Decline the invitation or RSVP as Tentative and leave a message.
• Adjust your availability in the Utilization tab by clicking the conflict date and selecting Resolve Conflict (this will release tentative holds).

2. Stripe Connect & Payment Issues

Q: Why is my Stripe Connect account status showing as "Setup Required" or "In Review"?

A: Stripe requires identity and banking verification before activating your account.

• Setup Required: You have not finished filling out the details. Navigate to Financials > Payout Account and click Complete Stripe Setup to finish the form.
• In Review: Stripe is verifying your uploaded documents (identity or business registry). This usually takes 2–24 hours. Payouts are temporarily held until verification is successful.
• Onboarding Delay Safety Net: If you have not completed Stripe setup, clients can still pay your invoices. The platform temporarily holds the payment securely on the platform account. Once you complete your Stripe setup, the platform automatically releases and transfers the held funds to your connected bank account.

Q: How does the invoice "Authorization Hold" work for producers?

A: When a producer approves a Purchase Order (PO) or milestone invoice, ABRAM places a 7-day authorization hold on the producer's credit card via Stripe Checkout.

• The funds are not captured immediately.
• Once the freelancer completes the work package deliverables and the producer clicks Approve & Capture, the funds are captured and routed.
• If the project is cancelled or rejected, the hold is released immediately, and the producer is not charged.

Q: Why did my invoice approval fail?

A: If you receive an error when attempting to approve or submit an invoice:

1. Ensure the linked project and work package are active (status is not Completed or Cancelled).
2. Verify that your Stripe Express account status is Active.
3. Check if the producer has a valid payment method on file or has completed the checkout session.

3. AI Brief Analyzer & Credit Errors

Q: Why does the AI Brief Analyzer ask for more information or clarification?

A: The AI analyzer requires sufficient detail to outline a project. If your description is too short or your uploaded brief document lacks key details (such as scope, timeline, or roles), the analyzer will ask for clarification.

• Fix: Provide more details about your project, or answer the clarifying questions generated by the AI assistant to help build an accurate project scope.

Q: Why did I get an "Insufficient AI Credits" error?

A: Running brief analysis, semantic talent search, or automatic crew suggestions consumes organization credits.

• Fix: Ask your Organization Owner or Admin to navigate to Admin > Billing (or Settings > Billing) and click Purchase Credits to top up the balance.

4. Organization & Member Settings

Q: How do I invite a teammate who is already registered on another organization?

A: Teammates can belong to multiple organizations. When you dispatch an invite to their email, the system detects their profile and sends a platform invitation. Once they accept, they can switch organizations using the dropdown menu in the sidebar.

Q: Why can't a member access the Frame.io review workspace?

A: Access to integrations depends on user roles and workspace permissions.

1. The Organization Admin must ensure the user has the Member or Admin role in the workspace.
2. The user must link their Frame.io account under their personal App Connectors settings page.

Q: Why did the Onboarding Wizard loading screen disappear and start a fresh profile?

A: To prevent users from getting stuck, the onboarding wizard has a 10-second timeout safeguard on invitation lookups. If the lookup takes longer than 10 seconds, it falls back to a fresh setup so you are not blocked. You can still link your organization or project invitations manually from your settings once your workspace is open.

Q: What should I do if a linked Frame.io folder is deleted or the connection is broken?

A: If a project folder is deleted on Frame.io or the connection becomes invalid, workspace administrators can resolve it on the Frame.io tab of the project details:

• Clear Link Reference: Removes the link in ABRAM without affecting files on Frame.io, allowing you to link a different folder.
• Re-Provision Project: Programmatically creates a fresh project folder on Frame.io matching the project name and restores active synchronization.