Onboarding and Support

Onboarding is not a single checklist. Eigenn evaluates identity, workspace membership, subscription state, MFA policy, and necessary 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. Confirm the synchronized records in the product.

A user who returns can skip the steps that their account or active workspace already satisfies.

Access Gates

Eigenn exempts the onboarding, sign-in, MFA, team-creation, and Billing pages from selected gates. You can then complete the necessary action without a redirect loop.

Workspace Creation

The workspace form collects company name, optional identity-organization name, country, and base currency. After you create the workspace, Eigenn opens authenticator setup. The return destination is plan setup.

When identity-provider configuration is available, Eigenn also tries to create an identity organization and an administration link. If that external step fails, Eigenn can still create the workspace database record.

Plan Setup

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

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

Connection Setup

The initial connection modal needs both:

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

The flow skips a connection that is complete. It starts with the missing connection. After bank authorization, select the accounts to include. Then wait for the sync step. The final action records that onboarding is complete.

The modal's completion condition still reads the live connection records. When you mark onboarding complete, Eigenn does not count a missing connection as present.

Onboarding Hub

The Hub summarizes setup progress. It also shows 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 when a provider sync is not yet finished. A feature can also stay gated by role or plan.

Ask for Support In-App

Open Settings → Account → Support. The form needs 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.

Select the severity by 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 now lists [email protected] for general inquiries and for inquiries from current customers.

Eigenn does not have:

• 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 Collect Before You Ask 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

Do not include an MFA secret, six-digit code, OAuth token, API key, bank credential, or full card number.

Troubleshoot

Workspace creation opens again and again

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

MFA setup returns me to onboarding

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

I paid but the subscription check does not finish

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

I cannot dismiss the connection modal

This modal is non-dismissible by design. Complete both the Stripe setup and the bank setup in the active workspace. If a provider shows connected but the modal does not advance, refresh the user data one time. Then send support the provider and the timestamp.

The Hub says complete but data is absent

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

In-app support failed

Copy the request text to a safe local note. Try the request one more time. 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