Start here: find the right fix
Match what you see to the right troubleshooting guide, and know exactly what to send support when you need a human.
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Most problems in Laya fall into a handful of patterns, and each has a focused guide. Start with the table below, run the two-minute checks, and if you still need help, the checklist at the end tells you exactly what to send so support can act on the first email.
Match what you see to a guide
| What you see | Start with |
|---|---|
| You can't sign in — a rejected password, a magic link that never arrives, a social sign-in that bounces back with an error, or a two-factor prompt you can't pass | Sign-in problems |
| A board or work item you expect to see isn't there | Missing boards or items |
| Changes are syncing, but later than you expect | Sync not updating — it starts with the expected speed for each tool |
| The sync log shows failed rows, or a connection's health is anything other than Healthy | Sync not updating, then the guide for your tool below |
| A connection shows Disconnected, or asks you to reconnect or reauthorise | Jira · Azure DevOps · monday.com · GitHub and GitLab |
| A problem inside the Laya Board for Jira app | Laya Board for Jira and the admin guide |
| You didn't get an email notification you expected | Notifications & email — notification emails are sent as hourly or daily digests, not instantly |
Two-minute quick checks
Before diving into a guide, these four checks resolve a surprising share of reports:
- Press Sync now on the affected board. Mirrored boards open from Laya's synced copy of each item, so a manual refresh is the fastest way to rule out simple staleness.
- Open the connection's Manage page (Settings → integrations → your tool) and check the health card and the Last sync time.
- On the board, open Board settings → Integrations and check the per-provider chips — Paused means sync is deliberately off for that board.
- Confirm you are in the right workspace. The workspace switcher groups Personal and Team workspaces — a board mirrored privately lives in your personal workspace, where only you can see it.
What to include when you contact support
If a guide doesn't resolve the problem, email support@laya.net. Including the following in your first message avoids a round of back-and-forth:
- Your workspace handle — shown as Workspace URL under Settings → General.
- The email address on your Laya account.
- The exact error text (copy it verbatim) or a screenshot of what you see.
- What you did, what you expected, and what happened instead.
- When it happened — date, time and your time zone.
- For sync problems: which tool (Jira, Azure DevOps, monday.com, GitHub or GitLab), which board, and the relevant sync log row — its timestamp, direction and state.
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Still stuck?
Contact supportEmail support@laya.net — include what you expected, what happened, and a link to the affected board or item so we can help quickly.