Before you contact support

Three checks that solve most problems, and what to put in your message so we can fix it the first time.

Most problems are answered on the screen itself: the system says what stopped it, in words. These checks take a minute and often solve it. If they do not, they give us exactly what we need.

Check first

  1. Read the message. Most messages say what to do next ("Add the address and measure it", "Ask an admin"). Search this help center for its first few words.
  2. Open Settings, Tools, Health (admins). Anything red says what is wrong and has a button to fix it. See System health.
  3. Open Settings, Tools, Logs, Errors (admins). Find the error by the time and the person. It shows the page and what was being saved. See The error log.
  4. Try again once. A dropped connection or a busy moment clears on its own. Reload the page if a screen will not draw.
  5. Check it is not a setting. A delivery past your limit, a client who said no to texts, or client messaging still off are your company's rules working, not faults.

What to put in your message

  • Which screen: for example "an order's Profit tab" or "Dispatch, Day".
  • What you pressed, step by step.
  • The exact message, word for word. Copy it if you can.
  • The time it happened, and who was signed in.
  • A screenshot of the whole screen.
  • The error log: on Errors, press Copy ... for Claude and paste the text into your message.
  • Your version, from Settings, Tools, About.

Then contact support.

Good to know

  • Never send passwords or service keys in a message. We never need them.
  • If many things are failing at once, say so first: it is often one connection or one setting.
Still stuck? Tell us what you pressed and what you saw. A person reads every message.
Contact support