Troubleshooting
Something not working? Start here.
- Get help without leaving the appAsk Help how to do something or what a message means, and send the chat to Enaybil when it does not solve it.
- Before you contact supportThree checks that solve most problems, and what to put in your message so we can fix it the first time.
- I cannot sign inThe password is refused, the reset email never comes, the link has expired or the login is switched off.
- A client did not get a textClient messaging is off, the client said no to texts, the task's Text box is off, the notification is off or the carrier blocked it.
- Emails are not sendingClient messaging is off, no address is chosen for automatic emails, the mailbox needs reconnecting, or the client opted out.
- My mailbox is not syncingNew mail is not showing in the Inbox, or archive, move and drafts do not work. Usually the mailbox needs reconnecting.
- An item shows as short or unavailableBooked orders already need that item on those dates, the quantity owned is wrong, or units are out for repair.
- A delivery is blocked by its distanceThe venue is past your delivery limit, the distance was never measured, or the warehouse has no map location.
- I cannot add items to a quoteThe quote has no delivery address or no measured distance yet, so it cannot be built or sent.
- A dropdown value will not saveThe value is not one of your list's choices. Pick one from the list, or have an admin add it to the list.
- A required field stops me savingThe form says a field is required. Fill it in, or ask an admin whether it should be required at all.
- A screen will not loadThis screen could not be drawn", "Part of this screen could not load" or "Could not reach the server", and what to do about each.
- The map or address suggestions are not workingThe map is blank, addresses do not suggest, or distances come back as straight-line estimates. Usually a Google key or setting.
- A card payment failed or is not showingStripe is not set up, the client's card was declined, or the payment went through but never reached the order.
- The crew cannot see their jobThe day is not published, they are not on that truck's crew, they are looking at the wrong day, or they signed in as someone else.
- A route will not startThe truck has not had its daily inspection, it was marked not safe, or the route is for another day.
- I cannot clock inYou are not on the schedule, it is too early, you are too far from work, location or the camera is off, or you are still clocked in.
- A client cannot sign or open their quoteThe link expired, the quote changed after they opened it, the event date is missing, or the signature was not finished.
- Health says the database is behindThe app was updated but some database steps were not run. Run the missing ones, in number order, and the warning clears.
- Import rows are refusedThe check marks rows Refused with a reason. The usual reasons, what each means, and how to fix the file or the mapping.
- Someone cannot see a record or a screenTheir role reaches only their own records, the screen is not on their role's menu, the module is switched off, or a switch is off.
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