When collaborating, the last thing you want is to have something stop your creative flow. At MURAL, we want your experience to be as seamless and enjoyable as possible. So, here is a list of common error messages in MURAL and how you can troubleshoot them, so you can get back to creating and collaborating.


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Suspended/deactivated user

Error: Suspended user account

Error message

How to fix it

“Sorry, your account has been suspended.” Your email is no longer in your company’s plan.

This error means that the user’s account has been suspended (not that they’ve just been suspended from a workspace).

This depends on the company settings. A general rule is to reach out to your company’s IT team or a designated team member who takes care of MURAL account reactivations.

Error: Deactivated from workspace due to inactivity

Error message

How to fix it

“You’ve been deactivated from this workspace” due to inactivity for more than 15 days.

Request reactivation by clicking the Request reactivation button. This sends a request to the owner of the workspace, asking them to reactivate your access.

Or, you can create a new workspace.

Error: Deactivated from workspace by admin

Error message

How to fix it

“You’ve been deactivated from this workspace” because an admin deactivated your access.

Request reactivation by pressing the Request reactivation button.

Or, you can create a new workspace.


Suspended subscription

Error: Enterprise subscription suspended

Error message

How to fix it

(Plan: Enterprise)

“Subscription suspended: Your workspace is locked.” The workspace was suspended by an admin. Please reactivate this workspace to unlock it. You will regain access to all your content once the workspace is reactivated.

This error means that the workspace has been suspended, likely due to lack of payment. Or, if payment is up-to-date, it’s possible that MURAL needs to update the user’s access.

If the user has not paid the subscription: Contact the MURAL account owner (on our end).

If the user has paid the subscription: Reach out to MURAL support. They’ll contact the MURAL account owner (on our end) and request that they update the user’s access.

Error: Team+ subscription suspended

Error message

How to fix it

(Plan: Team+/Monthly)

“Subscription suspended: Your workspace is locked.” The workspace was suspended by an admin. You will regain access to all your content once the workspace is unlocked.

This error means the workspace is locked due to lack of payment.

You can either pay for the subscription to reactivate the workspace, or select another workspace to use.

Error: Free trial subscription suspended

MURAL used to offer a free trial before it offered the MURAL Free plan. If you see that your Free trial has expired, reach out to support@mural.co to get an extension. You can either switch to a paid plan or stay with the free plan. If you switch plans, you will have to create an account and transfer your murals and transfer your rooms.

Error message

How to fix it

(Plan: Free trial)

“Subscription suspended: Your workspace is locked.” The workspace was suspended by an admin. Please reactivate this workspace to unlock it.

This error means your Free trial expired.

You can either pay for MURAL subscription, create a new Free plan workspace, or select another workspace to use.


Privacy settings have changed

Error: Privacy settings for this mural have changed

Error message

How to fix it

“The privacy settings for this mural have changed.” You might not have permission to access this mural anymore.

Reach out to the mural owner to regain access to the mural.

Or, contact the MURAL support team.

Error: Privacy settings for this room have changed

Error message

How to fix it

“The privacy settings for this room have changed.” You might not have permission to access this room anymore.

Reach out to the room owner or workspace admin to regain access to the room.

Or, contact the MURAL support team.

Error: Privacy settings for this workspace have changed

Error message

How to fix it

“The privacy settings for this workspace have changed.” You might not have permission to access this workspace anymore.

Reach out to the workspace admin to regain access to the workspace.

Or, contact the MURAL support team.


Over workspace member limit

Error: Over workspace member limit (30-day warning banner)

Error

How to fix it

A banner at the top of your screen that says, “This workspace ran out of memberships and will be locked in 30 days. Please upgrade to a higher plan or remove [number] user(s).”

You have more members in the workspace than the current subscription allows. The workspace gives you 30 days to either upgrade to a higher plan with more memberships, or deactivate and remove extra members.

If you don’t make one of these adjustments, the workspace will lock in 30 days.

If you’re an admin: Either upgrade to pay for the additional members or deactivate the members and remove them from your workspace.

If you’re not an admin: Contact your workspace admin and let them know that they’re over the workspace member limit.

Error: Over workspace member limit (workspace is locked)

Error message

How to fix it

“Over workspace member limit: Your workspace is locked.” Your workspace has gone over its membership by [number] people. Please add memberships or remove people to unlock it. You will regain access to all your content once the workspace is unlocked.

This error means that the 30-day period to remove extra members from the workspace has passed. Now, the workspace is locked.

If you’re an admin: Either add memberships to your plan or deactivate members to free up membership seats.

If you’re not an admin: Contact your workspace admin and let them know that they’re over the workspace member limit and the workspace is locked.


I can’t create an account, a mural, or a workspace

Error: Create mural button grayed out

Error

How to fix it

The Create mural button is grayed out, so the user can’t create a new mural.

This error means you’re a member of the workspace, but not part of any rooms where you can create murals.

Create a room and create your murals there.

Error: Cannot create workspace

Error message

How to fix it

“Cannot create workspace.” Your account is not allowed to create new workspaces since you reached the limit.

You’ll see this error if your email domain is connected with the company domain that has an Enterprise plan and has the settings disabled for members to create a new workspace.

Reach out to your company admin about your MURAL access.

Or, contact the MURAL support team.

Error: You're already a member of all workspaces you can join

Error message

How to fix it

“You’re already a member of all company workspaces you can join.”

Due to your company’s settings, you’re unable to create your own workspace. You should’ve received an invitation from an admin to join the default company workspace.

Reach out to your company’s point of contact for MURAL to receive an invitation to join the default company workspace.

Error: Create workspace/join team infinity loop

Error

How to fix it

After a user creates an account for the first time, the system tries to take the new user to the create-workspace page. If that page won’t load, the system tries to take the user to the join-company-workspace page instead. If that page doesn’t load either, the system could start the process over again and repeat the behavior, catching the user in a loop.

This can happen if, in the company settings, all three Company-wide settings are turned off.

Reach out to the workspace admin or your company’s point of contact for MURAL and inform them of the loop.

You can also reach out to the MURAL support team, and we’ll do our best to help.


Access and authentication errors

Error: Authentication error

Error message

How to fix it

“Authentication error.” There was an error while trying to authenticate your request.

There are some additional factors that determine how we can help with this error.

Please take a screenshot that clearly shows the URL you’re trying to access. Then, reach out to your IT team and share the error and screenshot.

Feel free to also contact MURAL support, and we’ll help if we can.

Error: It looks like you don't have access to this content

Error message

How to fix it

“It looks like you don’t have access to this content.”

There are many reasons this error shows. One common reason is that a guest has been deactivated and is now unable to access a mural.

If you don’t have a MURAL account: Reach out to the workspace admin or mural owner and ask them to add you as a collaborator.

In all other cases: Contact MURAL support. Please include a screenshot that clearly shows the URL.

Error: Uh-oh, we can’t find that page

Error message

How to fix it

“Uh-oh, we can’t find that page.”

The two most common reasons for this error are:

  • You tried to access a mural in a workspace that’s expired, suspended, or locked.

  • You tried to access a mural that you don’t yet have access to.

  • The visitor link has been revoked.

Reach out to the mural owner or workspace owner to check the settings of the mural and workspace.

Or, contact the MURAL support team.

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