Onboarding and Support

Onboarding is not a single checklist. Eigenn evaluates identity, workspace membership, subscription state, MFA policy, and required connections at different points in the first-run journey.

First-Run Sequence

For a new user, the intended sequence is:

1. authenticate through the hosted sign-in flow
2. create the first workspace
3. enroll a TOTP authenticator
4. select a paid monthly plan
5. connect Stripe and at least one bank account
6. finish the connection summary
7. verify synchronized records in the product

A returning user can skip steps already satisfied by their account or active workspace.

Access Gates

The onboarding, sign-in, MFA, team-creation, and Billing pages are exempt from selected gates so a user can complete the required action without a redirect loop.

Workspace Creation

The workspace form collects company name, optional identity-organization name, country, and base currency. After creation it opens authenticator setup with plan setup as the return destination.

When identity-provider configuration is available, workspace creation also attempts to create an identity organization and an administration link. Failure of that external step does not necessarily prevent the workspace database record from being created.

Plan Setup

The current onboarding page shows Starter, Pro, and Enterprise and labels billing as monthly. It does not show a Free card.

After hosted checkout returns, the page checks subscription status repeatedly. A timeout state offers Retry status check. A timeout does not mean payment failed.

Connection Setup

The initial connection modal requires both:

• Stripe in the active workspace's connected-app list
• at least one bank connection in the active workspace

The flow skips a completed connection and starts with the missing one. After bank authorization, choose the accounts to include and wait for the sync step. The final action records onboarding completion.

The modal's completion condition still reads live connection records. Marking onboarding complete does not make a missing connection count as present.

Onboarding Hub

The Hub summarizes setup progress and exposes shortcuts for connections, team invitations, workflows, reporting, developer setup, and billing.

Its core progress signals are:

• Stripe connection status
• the user's onboarding-complete flag
• an active paid plan

The Hub is a guide, not the enforcement source. A task can look complete while a provider sync is still running, and a feature can remain gated by role or plan.

Ask for Support In-App

Open Settings → Account → Support. The form requires Subject, Product, Severity, and a message of at least 10 characters. Related URL is optional, and Use current inserts the current page.

The authenticated action associates the ticket with your current profile email and sends it to the support system. The form has no attachment field and the Account area has no ticket-history view.

Choose severity based on impact. The severity field routes context; it does not establish a response-time guarantee.

Public Recovery Path

If you cannot authenticate, use the public Contact page. It currently lists [email protected] for general and existing-customer inquiries.

The app does not expose:

• a separate local password-reset page
• downloadable MFA recovery codes
• a self-service ticket-history page
• a dedicated security-report form

Hosted authentication or an organization administrator handles identity recovery. Use public contact when those paths are unavailable.

What to Capture Before Asking for Help

• workspace and organization name
• sign-in method or provider
• current page URL
• exact error message
• provider connection and sync status
• affected invoice, transaction, customer, or workflow identifier
• time and timezone
• whether another role or workspace has the same problem

Never include an MFA secret, six-digit code, OAuth token, API key, bank credential, or full card number.

Troubleshooting

I keep returning to workspace creation

Confirm that workspace creation finished and that your user has an active membership. If the workspace exists but no membership is selected, use the Teams page or contact an owner.

MFA setup returns me to onboarding

That is the intended first-run destination. Confirm the factor appears later under Settings → Account → Security.

I paid but the app still verifies my subscription

Use Retry status check after the timeout state. Compare Stripe's receipt or hosted portal before attempting checkout again.

The connection modal cannot be dismissed

It is intentionally blocking. Complete both Stripe and bank setup in the active workspace. If a provider shows connected but the modal does not advance, refresh the user data once and send support the provider and timestamp.

The Hub says complete but data is missing

Progress tracks setup states, not record completeness. Check connection health and the provider's last sync before using the data.

In-app support failed

Copy the request text to a safe local note, retry once, then use the public Contact page. Do not paste secret material into either channel.

Related Pages

• Getting Started
• Set Up a Workspace
• Troubleshoot Account Access
• Security and Access
• Billing and Usage
• Support