Frequently asked questions
Accounts and sign-in
I didn't get the invitation or reset email.
Check spam, then ask an administrator to resend the invitation. Reset links expire after an hour and invitation links after 7 days. You can request a new one any time.
Why am I locked out?
After 5 wrong passwords in 15 minutes, sign-in pauses for 15 minutes. Wait, or reset your password.
Can I use one account on several devices?
Yes. Every device signs in separately, appears under Account → Security, and can be signed out on its own.
Access
Someone says they can't open an app.
Open them in Users → Access and tap the app → Why? You'll see every path that could grant access, and which status wins. The common causes are access turned off, a trial that expired, or an organization that excluded them from its seats.
What's the difference between turning access off and revoking it?
Turn off pauses access and keeps everything for when you turn it back on. Revoke ends that grant permanently. It's for purchases that are gone, and coming back needs a new grant.
I turned access off. Is the person really out right now?
Yes. Substratal tells the app immediately, and every app is required to end the session when it hears. Why? shows the live answer.
Keys and developers
I closed the secret screen before copying the key.
The secret can't be shown again. Rotate the key, or create a new one and revoke the old.
Can I use an API key in my mobile app or website?
No. Keys are for servers. The API refuses keys sent from a browser, and anything shipped in an app can be extracted. Sign people in instead.
Where's /v1 in the URL?
There isn't one. Send Substratal-Version: 1 as a header. See API versioning.
A new field appeared in a response. Is that a breaking change?
No. New optional fields, endpoints and enum values arrive without a version change. Ignore what you don't recognize.
The apps
Why is the Manage tab missing?
You don't have any administration or developer permissions, and you don't own an app. That's expected for most people.
Why can't I upgrade to Standard on my phone?
App-store rules govern in-app subscriptions. Manage your plan on the web at hub.substratalapps.com.
Why don't I get push notifications on Windows or Linux?
Those platforms have no push service Substratal can use. The app checks for new notifications every minute while it's running. Everything is always in your inbox.
Does the Linux app remember me between launches?
Yes, when your desktop has a keyring (GNOME Keyring, KWallet, or the Secret portal in Flatpak). The app stores only a refresh token there. Without a keyring, you sign in each time you open the app.
Can I script the Hub from a Linux terminal?
Yes, with substratalctl, the Linux app's command-line companion. See substratalctl.
Which versions of Windows does the Windows app support?
Windows 11, and Windows 10 22H2 or later, on x64 and Arm. See Substratal on Windows.
Where does the Windows app keep my sign-in?
In Windows Credential Locker, under your Windows account, separately for each environment. The app never writes your password or tokens to a file. Settings → Sign out removes them.
Can I point the Windows app at a local copy of the API?
Yes. On the sign-in page, choose Local devserver (http://localhost:8080). Test-mode sign-in appears only for non-production environments. A banner in the title bar shows when you're not on production.
Where do I report a problem?
Use the Request ID shown under Details on any error. It lets support find the exact request.