Troubleshooting & FAQ
Fix common issues fast. Find answers to frequently asked questions and guidance for resolving problems.
Resend a Project Invite or Request a new PIN EmailIf a customer or teammate can’t find their original project invite, you can resend it directly from the project.
Export Data from OnRampExports let you pull structured data out of OnRamp—such as projects, tasks, or playbooks.
Using To-DosSometimes you need to track quick action items that don’t belong to a specific project.
When to Use Data Fields vs. TagsUse this guide to know when to reach for a Data Field (structured, specific information) and when to use a Tag (quick categorization).
Common Issues
Resolve day-to-day issues like login problems, invites, and notifications.
Fix the “User Already Exists” Error When Adding a Project MemberThe error “User Already Exists,” means that email address is already in OnRamp under a different account.
Customer Didn’t Receive A MessageThis guide walks you through the most likely causes and how to fix them, so you can get communications flowing again quickly.
Why Can’t My Customer Access the Portal After Re-Opening a Project?If you’ve reopened a project that was previously completed or archived, you may notice your customers can’t access the portal anymore.
Salesforce Picklist Options Don’t Match in Automation ActionsThis happens when OnRamp’s saved schema for that Salesforce object is out of date.
Refreshing the schema usually resolves the issue.
Support & Escalation
Get help when you need it — from whitelisting emails to contacting OnRamp Support.
When to Contact Your Account Manager (vs Support or CSM)Use this guide to decide which channel is best for your question or request.