Troubleshooting
Common issues and how to resolve them.
"Access restricted" / an action is disabled​
Some areas are Environment-Access only — External Services, the Spec ID, Operation tokens, authentication processes, and transfer/delete. If you have Project Access you'll see "Only administrators with 'Environment Access' can view and manage this data" or a disabled control. Ask an Environment-Access admin, or have iCure grant you Environment Access. See Administrators & Access Levels.
A user can't create or read encrypted data​
Their private key isn't initialized, or their parent organization's key isn't. Check the Enrolment status in the Users table. Real users initialize their own keys by logging into your app; for your own test/admin HCP you can initialize it in Cockpit. See Recovery & Private Keys.
"Auto delegation will not work" / Parent enrolment status warning​
The parent organization has no initialized private key, so users created via that process can't share or access data. Initialize the parent's key (or have the parent HCP log in). See Organization and Auto-delegation.
I can't create an SMS (or email) authentication process​
You can only use a channel you've configured in External Services. Add the matching email or SMS gateway first. See Authentication Processes (setup).
I can't add another project / tenant​
You've hit a plan limit (Free: 2 projects, 5 tenants). Upgrade with the iCure team. See Limits and Storage & Plans.
I can't switch a project back to single-tenant​
That's only possible while the project has exactly one tenant. See Managing Tenants.
My password doesn't work in another environment​
Passwords are per-environment. Use a one-time code to log in elsewhere, or set a password for that environment. See Authentication.
I lost the parent organization's private key​
If no recovery key was saved, the encrypted data can't be recovered. Keys are shown only once — save them at creation. See Recovery & Private Keys.
A user shows a "Critical issue" tag​
The user references a parent organization that no longer exists. Edit the user and set a valid parent. See Managing Users and Organization.
Still stuck?​
See Support — reach the iCure team on Discord.
Cardinal SDK reference: Troubleshooting encryption — diagnosing SDK-side encryption issues.