Login and access problems
Verification emails that never arrive, expired reset links, and the corporate firewall issue that looks like an outage but is not.
My verification or confirmation email never arrived.
The email is sent automatically the moment the account is created, so it has almost always been filtered rather than not sent. Check your spam and junk folders. In a firm with strict filtering, ask your IT contact whether the message is in quarantine and have them allowlist the silex.legal domain. If it still does not arrive, contact support@silex.legal — your address can be verified directly so you get in without waiting.
My password reset link says it has expired.
Silex password reset links are valid for 15 minutes. If yours has expired, request a new one and use it immediately. Avoid opening the link in a new tab or forwarding the email, as this can trigger expiry.
Silex does not load at all from my office, but works from home.
This is most likely a corporate firewall restriction, not an account issue. It is common in firms with strict IT policies — banks, insurers, public institutions — where tools that have not been approved internally are blocked before the request reaches Silex. Two checks confirm it: ask whether colleagues on the same network have the same problem, and try from a phone hotspot or from home. If it works off-network, ask your IT team to authorise Silex. The Silex team can speak to your IT department directly if that helps move it along — just ask support@silex.legal.
The app loads but nothing works.
Run three checks, in this order, and note the result of each: refresh the page and try again; try another browser; try another network, such as a phone hotspot. If the problem disappears on any of them, it was local. If it persists through all three, contact support@silex.legal and include the result of each test — it saves a full round of questions.
My conversations have disappeared.
Check first that you are signed in to the right account. Note also that some corporate privacy or session-management software automatically clears local browser data. If this happens before your conversations are synced to the cloud, they may appear to be lost. If they are still missing, contact support@silex.legal.
I am locked out and I am the only administrator.
Contact support@silex.legal from an email address associated with your Silex account or organisation. Administrator access recovery is handled directly by the Silex support team, who will verify your identity before making any changes.