Frequently asked questions
Common questions about signing in, filling out and reviewing forms, uploading files, dashboards, reports, notifications, Insights, and who can see what.
Signing in
Q: How do I sign in? A: On the sign-in page, enter your work email and click Continue. You'll be sent a secure sign-in link by email — click it to access your workspace. You don't need a password. See Sign in.
Q: I didn't get my sign-in email. What do I do? A: On the "Check your inbox" screen after requesting a link, use Resend to request another one, or click Back to sign in to start over with a different email address.
Q: Can I sign in with Google or Microsoft? A: Yes. The sign-in page offers Microsoft and Google buttons alongside the email link option. Use the one whose email address matches your Incenti user, and note that the provider must report that address as verified.
Q: How long is a sign-in link good for, and how long do I stay signed in? A: A link is valid for 24 hours; a session lasts up to 30 days per browser. See Sessions and security.
Q: What does "Account Not Yet Activated" or "User Account Disabled" mean? A: The first means your organization's account hasn't been activated by Incenti yet; the second means an admin on your account has disabled your user. Both are explained, with what to do, on Sessions and security.
Forms and responses
Q: Who can see a response submitted to my account? A: Only users who belong to the account that owns the form the response was submitted to.
Q: What's the difference between the Received and Submitted tabs? A: Received shows responses submitted to your own account's forms. Submitted shows responses your account submitted to someone else's form, or a document your account uploaded to create a response. See Received vs Submitted responses.
Q: Can I filter or search the responses list? A: Yes — both tabs have a search box and a Filter button. On the Received tab you can filter by status, score percentage, and connection to an opportunity or form; the Submitted tab can be filtered by status only.
Q: Does my role limit what I can do with forms and responses? A: No. Any member can create, edit, publish, close, duplicate, and archive forms, and can review, score, and set the status of responses. See Roles and permissions.
Filling out a form
Q: Do I need an Incenti account to fill out a form someone sent me?
A: No. Public forms (opened from a link like .../fm/{id}) can be filled out and
submitted without signing in or creating an account.
Q: Will I lose my progress if I close the form and come back later? A: No — your answers are saved automatically in the background a couple of seconds after you make a change, shown by a Saving... indicator. If you try to leave the tab with unsaved changes, your browser will warn you first.
Q: What happens if I try to submit but I'm missing something? A: A Form Validation Required dialog opens, listing every incomplete required field grouped by page, with a Go to Page button to jump to each one. Submission is blocked until every required field is filled in.
Q: What does it mean when a form says it's "no longer available" or "not yet available"? A: "This form is not yet available" means the form hasn't been published yet. "This form is no longer available" means the form has stopped accepting responses. Either way, you can't fill out or submit that form — contact the organization that sent you the link if you think this is a mistake.
Q: I filled out a form and got a message that I already submitted. What does that mean? A: The form checks the email address you enter against existing responses. If a response already exists for that email and it was already submitted, you'll see a message that you've already submitted instead of the form. If the existing response is still a draft, you're offered the option to resume it instead, so you don't create a duplicate.
Q: Can I edit my answers after I submit a form? A: If you filled out a public form without signing in, no: the confirmation screen has no edit option, so contact the organization that sent you the form. If you started a response but haven't submitted it yet, open the link again and enter the same email address to get a Resume your draft? option. If you are an Incenti user and submitted the form from your account, open the response from your Submitted tab and select Edit; the organization that owns the form sees your updated answers.
Files and documents
Q: What file types can I upload to a form? A: Upload fields accept images (JPEG, PNG, GIF, BMP, SVG, WebP), PDF, Word (.doc, .docx), Excel (.xls, .xlsx), PowerPoint (.ppt, .pptx), plain text, CSV, OpenDocument text, spreadsheet and presentation files, and archives (ZIP, 7Z, RAR, TAR, GZ). A file of any other type does not upload.
Q: Is there a maximum file size? A: Yes — 25 MB. A larger file is refused with "This file is too large. The maximum size is 25 MB."
Q: Are documents in the portal limited to the same types? A: The same 25 MB limit and the same accepted types apply, though the Upload Document picker's filter shows fewer of them by default. Logos and profile photos are the exception: images under 5 MB. See Upload and manage documents.
Q: I deleted a document but its link still opens. Why? A: Deleting removes the document from the table, not the underlying file, so a link that has already been shared keeps working. See What is kept, archived, and deleted.
Dashboards
Q: Why does my Dashboards page show an embedded dashboard with no "New dashboard" button? A: Your account is on the classic dashboards experience, where Incenti builds and connects the dashboards for you. See Classic dashboards.
Q: Why do I only see one template in the gallery? A: Each template is aimed at one account type, so an economic development organization and a site selector see different ones. See Create a dashboard from a template.
Q: Why does one bar on my chart say "Unknown"? A: That bar groups the records with no value for the field you grouped by. It can't be drilled into. See Edit a dashboard.
Q: Is there a limit to how many rows a chart or a drill-down shows? A: Yes. A chart query returns at most 1,000 rows, a dashboard can carry up to 10 filters with up to 10 selected values each, and a drill-down pages through 100 records at a time. See Filters and drill-down.
Q: Can the assistant set up my filter bar or a saved KPI? A: Yes — it can add, update, remove, and move charts, rename the dashboard, set or clear the dashboard filters, and create, update, or delete saved KPIs. Each change arrives as a card you accept or decline. See Build a dashboard with AI.
Q: Can two dashboards share the same chart? A: No. A chart belongs to one dashboard; recreate it, or start the second dashboard from a template.
Reports
Q: Which plan includes Reports? A: The EDOS product and the EDOS (Reports Only) product both include the Reports module. See Roles and permissions for how products decide what you see.
Q: How do I connect an opportunity to a report? A: You can't from the report. The Connected Opportunities card is read-only, so it normally reads "No opportunities connected". See Create and manage reports.
Q: Can a member archive or edit a report an admin created? A: Yes. Reports aren't restricted by role, and they can't be deleted by anyone — archiving is the only way to take one off the list.
Q: Can I duplicate a report? A: No. Create a new report of the same type and re-enter the inputs.
Q: Can someone outside my organization open an export link? A: Yes, if you send them the link. Exported PDFs and CSVs live at links that anyone holding them can open, so share them deliberately. See Publish and export a report.
Notifications and emails
Q: Which events email me, and which only reach the bell? A: The full list, with who receives each one, is on Emails Incenti sends.
Q: Can I turn a notification or email off? A: No. There are no notification or email preferences in Incenti today.
Q: Why can't I reply to an Incenti email? A: Every Incenti email comes from an unmonitored no-reply address. Email support@incenti.co instead. See Contact support.
Q: Did opening the bell mark everything read? A: No. A notification is marked read when you select it, or when you use Mark all read. See Notifications and the bell.
Q: Can I delete old notifications? A: No — you can archive them, and archived notifications are kept indefinitely.
Insights
Q: I don't see Insights — how do I get it? A: Insights is a separate product from EDOS. Your account has to be entitled to it and your user has to be granted it; then a workspace switcher appears in the header. You reach Insights from that switcher, not from the main sidebar. Contact Incenti support or an admin on your account. See Insights overview and data coverage.
Q: Is Insights showing my account's data? A: No. Insights is built from public economic, demographic, and incentive-award data about places — states, metros, counties, cities, and Economic Development Districts. It never contains your contacts, responses, or pipeline, and nothing you do in Insights is visible to other Incenti customers. See Where Insights data comes from and how often it refreshes.
Q: Where do the numbers come from and how current are they? A: Each metric names its source, and different sources refresh on different cadences — some monthly, some annually, and the incentive-award dataset whenever a new extract lands. See Where Insights data comes from and how often it refreshes and How Insights scores are calculated.
Q: Why does a metric show "—" for my location? A: Because there's no published value for that place — the source doesn't cover that level of geography, or, for small cities, the value was withheld for privacy. Incenti shows a dash rather than substituting a larger area's number. See City-level data and County and metro data quality.
Q: How many locations can I export at once? A: Up to 10 states, counties, metros, or districts, and up to 15 cities. See Export and CSV formats.
Q: What does the "Cached answer" label on an Ask answer mean? A: It means live analysis wasn't available for that question, so Incenti answered from a stored fallback. Those figures can be older than what Explore shows — re-ask the question, and trust Explore when the two disagree. See Ask Insights (AI).
Users and access
Q: Who can see or manage my account's data? A: Access to your account's forms, responses, and other data is limited to users who belong to that account. Incenti support staff can open an account to help troubleshoot a problem you report.
Q: How do I add a teammate? A: An account Admin adds users from the Users tab of the account page or from the Users page, then sends them an invitation. Note the Account Role picker starts on Admin. See Invite and manage users.
Q: Why can't I see a module that a colleague has? A: Product access is granted per user. Ask an account admin to check your Products on your user profile. Some modules also depend on your account type, and Chats and Dashboards 2.0 depend on what Incenti has enabled for your account; see Welcome to Incenti.
Q: Can I see who changed a setting or a record? A: No. Incenti has no change-history screen. Contact support if you need help tracing a change.
Data and privacy
Q: What happens to my answers after I submit a form? A: Your submitted answers become a response tied to the form you submitted it to. Everyone on the account that owns that form who has signed in at least once is notified by email and in the app that a new response has come in.
Q: Are my conversations with the Incenti assistants private? A: Yes, except in Chats, where everyone in a conversation sees its history. Every message is saved so chat history works. See AI assistants in Incenti.
Common questions
Q: How do I contact support? A: Email support@incenti.co, or click the Knowledge Base icon in the portal's top bar — it opens a chat that can connect you with a person. See Contact support.
Q: I found a bug or something isn't working. What should I do? A: Email support@incenti.co and describe what you were doing, what you expected to happen, and what happened instead — including the page you were on. See Contact support for what to include.
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