Troubleshooting and common questions
Check the likely cause before repeating an action or raising a support ticket.
Start with the symptom
Most blocked actions have a specific cause: missing permission, unavailable feature, a status rule, a quota, incomplete data or a stale link. Read the message before retrying. Use this table to choose the next check.
| Problem | What to check |
|---|---|
| A page or button is missing | Check your role’s exact action, add-on access and organization switch. Access guide |
| A record cannot be found | Clear search and status/project/date filters; check pagination and the correct workspace. |
| Creation asks for an upgrade | Check current usage including sample records and trial limits. Billing |
| Team members cannot sign in after a trial | The fallback plan’s user cap can restrict sign-in. Ask the owner to review Billing and membership. |
| Project or stage completion is blocked | Review the message, critical punch items, closeout checklist and applicable inspection gate. Closeout |
| Stock has not increased after delivery | Delivery must be verified, not just marked delivered. Check accepted quantities and the project link. |
| Stock cannot be issued | Check available versus reserved balance, approved requisition quantity and existing issues. Requisitions |
| Payroll seems wrong | Check dates, Present/Half-day attendance, hours, overtime and date-effective rates. Payroll |
| A payment cannot be edited or deleted | Approved and paid records have protections. Check the current status and use a supported correction. |
| A client cannot see a document | Check client/project access, approval, client visibility and feature availability. Portal |
| A PDF is stuck or its link expired | Use the record’s PDF action after checking the state. PDF help |
| An email did not arrive | Check the address and spam folder, then delivery settings. Mentions are in-app only. Do not create duplicate records just to resend. |
Check safely before retrying
Refresh the source record and confirm whether the first attempt already succeeded. Network interruptions can hide a successful result. Repeating a payment, stock adjustment or import without checking can create a second business action. Read-only checks such as searching the record or reviewing history should come first.
For maintenance, wait for the service notice to clear or use the public contact page if help is needed. For an expired client/vendor link, request a fresh link from the company. For a forgotten password, use the recovery flow. Do not work around a blocked status by creating a duplicate record with a different number.
Give support a reproducible report
If the issue remains, note the page, record number, time, selected filters and action. Describe what happened and what you expected. Include a redacted screenshot of the message. Create a support ticket and continue the investigation there. Do not remove audit evidence or ask colleagues to share passwords to reproduce the issue.