Troubleshooting
Who this is for: everyone.
What you will learn: the fastest checks for the problems that stop work.
Login and access
| Symptom | Check |
|---|---|
| "These credentials do not match" | Caps Lock, correct workspace address, password reset link |
| Login works but the dashboard is empty | Are you in the right workspace? Check the workspace name under the logo |
| A menu item is missing | Your role. Ask an admin to review it |
| Two-factor code rejected | Phone clock must be automatic; try a recovery code |
| Invitation link expired | Ask an admin to resend the invitation |
Email and notifications
| Symptom | Check |
|---|---|
| Customer did not receive a quote or invoice | Bounced or suppressed address under Settings → Email suppressions and Mail logs |
| Emails are queued but not sent | Queue worker or Horizon is not running |
| Wrong sender name | Workspace billing settings and email provider settings |
Quotes and invoices
| Symptom | Check |
|---|---|
| Cannot issue an invoice | Missing lines, legal issuer, due date, currency, or a required PO |
| Totals look wrong | Line quantity, discount, tax rate and tax mode |
| Payment will not allocate | Payment currency or available amount; the invoice may already be settled |
| Customer cannot see an invoice | Invoice must be issued and the customer portal enabled |
Scheduling
| Symptom | Check |
|---|---|
| Job not on the scheduler | Job needs a scheduled start and an assigned worker |
| Worker cannot see the job | Assignment exists and the job is not cancelled |
| Double-booked worker | Overlapping assignments; use the dispatch board to reassign |
Mobile and sync
| Symptom | Check |
|---|---|
| App will not sync | Connection, then force a sync; check the sync status screen |
| Photos missing | Upload may still be pending; keep the app open until it completes |
| Checklist answers lost | Do not clear app data before syncing; contact the office |
Expense receipts and approvals
| Symptom | Check |
|---|---|
| Receipt upload rejected | JPEG/PNG/WebP/HEIC/HEIF or single-page PDF, max 10 MB |
| Receipt stuck on "reading" | Queue worker or Horizon, OCR queue and the daily OCR cap |
| Receipt failed | The image is kept; use Try again or enter the values manually |
| Cannot submit an expense | Amber low-confidence field not confirmed, totals checksum not accepted, or merchant/date/total missing |
| Duplicate warning | Same image or similar merchant/amount/date already exists |
| Cannot approve | Missing expenses.approve, claim not pending, or two-person rule needs a different approver |
| Rejection will not save | Reason must be at least 10 characters |
| Expense report looks empty | Period, status, worker, department, category and merchant filters |
| Receipt image missing | Retention purge or an erasure request removed the image; totals remain |
| Activity log empty | Date filter or audit retention purge |
PDFs and exports
| Symptom | Check |
|---|---|
| PDF will not download | The document may not be issued yet; try again from the record |
| Export is empty | Date range and filters |
| Logo missing on PDF | Upload the logo in workspace invoice settings |
When to escalate
Escalate to the platform administrator when:
- a database error appears
- a tenant cannot be reached at all
- Stripe or payment webhooks fail repeatedly
- VIES validation is down
- data appears to belong to another customer
Include the time, the workspace, the record reference and a screenshot.
Check your understanding
- What are the first three checks for a login problem?
- Why would a customer not receive an invoice email?
- What information should an escalation include?
Related: Getting started in the office · Glossary
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