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What to do if you have problems with Bitrix24

In this article, we will consider the situations when your Bitrix24 does not work properly:

The time it takes to solve the problem depends on how complete the provided information is. The data that should be collected before contacting Bitrix24 Support are given for each situation.

No employee of your company can log in to Bitrix24

Trying to log in to the account, all the employees see Clouds on the screen.

Go to Bitrix24 status page and pay attention to the color of your Bitrix24 zone.

  • Orange: some accounts in the indicated area may have problems. Our specialists know about the problem and they are dealing with it. Everything will be restored as soon as possible.

    You do not need to contact Bitrix24 Support.

  • Green - all systems are functioning normally. It means your case is special and it requires a specific solution.

    Contact Bitrix24 Support: fill out the form on our website. Our Support specialists will solve your problem as soon as possible.

    One or several employees cannot log in to Bitrix24

    A distinctive feature of this situation is that the other employees have access to the Bitrix24 account.

    Contact Bitrix24 Support and provide the following information:

    • Page that does not open. For example, .bitrix24.com/crm/deal/category/0/
    • User who has a problem. For example, .bitrix24.com/company/personal/user/1/
    • Time when the problem occurred. For example, 10:00 a.m. МSK.
    • Screenshot of browser console.

    Employees cannot access a specific page

    This situation includes cases when all employees cannot open the same page. For example, .bitrix24.com/crm/deal/category/0/. The other pages load properly.

    Contact Bitrix24 Support and provide the following information:

    • Page that does not open. For example, .bitrix24.com/crm/deal/category/0/
    • User who has a problem. For example, .bitrix24.com/company/personal/user/1/
    • Time when the problem occurred. For example, 10:00 a.m. МSK.
    • Does this problem occur regularly?

    There is no connection to the server

    Contact Bitrix24 Support and provide the following information:

    • User who has a problem. For example, .bitrix24.com/company/personal/user/1/

    The account loads slowly 

    For example, some pages may take 10-15 seconds or more to load.

    All pages load slowly.
    Contact Bitrix24 Support and provide the following information:

    • Your IP-address
    • Tracing route to your Bitrix24
    • HAR file recorded on the page that opens slowly.

    Detailed information can be found in the following articles: HAR file and MTR diagnostic tool and Bitrix24 Support: data you may be asked to provide.

    Only specific pages load slowly.

    For example, only pages with reports or task lists load slowly.

    Contact Bitrix24 Support and provide the following information:

    • Page that does not open. For example, .bitrix24.com/crm/deal/category/0/
    • User who has a problem. For example, .bitrix24.com/company/personal/user/1/
    • Time when the problem occurred. For example, 10:00 a.m. МSK.
    • What exactly is going on. For example, the page is loading for a very long time or the information in the slider is not loaded.

    The employee cannot log in

    Solutions to login problems are described in the following article Login problems.

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