> For the complete documentation index, see [llms.txt](https://support.incidentlake.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.incidentlake.com/help/faq.md).

# FAQ

Short answers to questions teams ask after they start using Incident Lake.

## Access

<details>

<summary>I cannot sign in.</summary>

Confirm you are opening <https://incidentlake.sigq.io>. Try a private browser window. If your company uses SSO, sign in with your work email on that path. If you still cannot get in, ask an Administrator whether you are still a member, then write to <support@sigq.co.jp>.

</details>

<details>

<summary>I was invited but the link does not work.</summary>

Ask an Administrator to resend the invitation and confirm it was sent to the email you use to sign in. Accept with that same account — not a personal Gmail if the invite went to your work address.

</details>

<details>

<summary>I cannot see an incident someone shared with me.</summary>

You may be in a different organization (switch in the sidebar), or the incident may be limited with an access tag. Ask an Administrator to grant the right tag or role.

</details>

## Incidents

<details>

<summary>Should I create an incident or wait?</summary>

If people are already coordinating a response, create it. You can mark it **False Positive** or **Cancelled** later. **Consult AI** on the incident list is there for the “is this real?” moment before you declare.

</details>

<details>

<summary>Why are response times empty?</summary>

They are filled in only when someone enters them or asks Incident Lake to detect them from the summary, timeline, notes, or linked chat. Analytics cannot show time-to-respond until those marks exist.

</details>

<details>

<summary>Can I import last year’s incidents?</summary>

Yes. On the incident list, use **Import** and download a template first. Large files are processed in the background and may take a few minutes to appear.

</details>

## Slack and Teams

<details>

<summary>I mentioned Incident Lake and nothing happened.</summary>

Invite the bot to that channel, and use a **thread** for go, link, ask, past, and fill. An Administrator must have connected Slack (or Teams) for the organization.

</details>

<details>

<summary>I cannot update a task from Slack.</summary>

Your Slack user is probably not linked to your Incident Lake member. Ask an Administrator to link them under **Settings → Integrations**, or update the task in the web app.

</details>

## Knowledge and Chat

<details>

<summary>Chat does not know our playbook.</summary>

Add the playbook as an **Active** knowledge item, or approve an AI draft that came from a published postmortem. Chat only uses knowledge you have approved.

</details>

## Account and billing

<details>

<summary>How do I change my email address?</summary>

Write to <support@sigq.co.jp>. Users cannot change their own email.

</details>

<details>

<summary>Who can change organization settings?</summary>

Only **Administrators**. Members run incidents; Viewers read what they are allowed to see.

</details>

## Still stuck?

Write to <support@sigq.co.jp> with the organization name, what you were trying to do, and approximately when it happened.


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