If you can’t find a session, there may be a number of reasons for this. We’ll cover each one here along with the steps you can take to resolve them.
Has your workspace recently changed to the Basic plan from a Pro Plan or trial? If you had more sessions on your workspace than the limit of ten sessions allowed on the free Basic plan, then the sessions on your workspace will be locked; however you can unlock a maximum of 10 of them.
Were you part of a trial Pro subscription, where the trial is now over? The session may be under a suspended workspace - if you were in the trial period of the Pro plan which is now over, then your session may still remain in the suspended workspace. The workspace admin should either upgrade to the Pro plan or cancel the Workspace through the ‘Account & Billing tab of their Workspace settings
Is the owner of the session not eligible to share the session anymore with you? It may be that the workspace containing the session is not on a paid plan, or in a trial period anymore. In this case, the collaborators invited to that session are not able to access the session anymore - since on the Basic plan, a session is only visible to its owner and to other workspace members.
Do you have multiple SessionLab accounts? If you’ve signed up to SessionLab with your email address, but upon returning you signed up using one of the third party authentication options (e.g. logging in with LinkedIn) - then you’ll have two separate accounts in SessionLab. If you get in touch with us, we can help you confirm which accounts you have with us