Prospeno — Project Profit Tracker
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Troubleshooting

Resolve common access, project, approval, payroll, finance, module, Wallet, and quotation problems using safe checks before contacting support.

Identify the layer

  • Determine whether the problem comes from account access, role, project assignment, record status, module entitlement, plan limits, or company state.

Check before changing data

  • Review the current record, status, filters, assignments, and entitlement before creating replacement records.

Escalate with evidence

  • When self-service checks fail, send Prospeno support the exact route, message, time, and a safe screenshot.

Troubleshooting order

  1. 1

    Confirm the correct workspace

    Check the company code or company login URL.

  2. 2

    Confirm the user account

    Check active status, role, password state, and Email PIN requirements.

  3. 3

    Confirm project or record access

    Check project assignment, ownership, and route.

  4. 4

    Confirm workflow availability

    Check module entitlement, subscription state, and plan limits.

  5. 5

    Confirm record status

    Draft, submitted, approved, paid, completed, cancelled, or expired states may restrict actions.

  6. 6

    Capture the exact problem

    Record the message, page, time, browser, and safe screenshot before escalation.

Do not create duplicate users, projects, expenses, payroll runs, Wallet top-ups, or quotations simply because a page appears blocked.

Quick decision tree

I cannot sign in

  • Open /docs/guides/account-access-recovery
  • Check company code or URL, registered email, password, verification, security challenge, Email PIN, disabled-user status, and company status

I can sign in but cannot see a project

  • Check user role, Project Assignment, project status, filters, company scope, and Field app assignment differences

I cannot create another user, project, or record

  • Check plan limit, subscription state, module entitlement, active versus archived counts, and upgrade prompt

I cannot edit, approve, or cancel a record

  • Check role, record status, approval ownership, module access, and whether the record is approved, paid, completed, voided, or cancelled

Attendance is missing from payroll

  • Check approved status, payroll period, employee rate, overlapping payroll run, attendance reuse, and Batch Labor exclusion

A module is inactive

  • Check Module Marketplace status, base subscription, Wallet balance, cancelling or expired entitlement, and role permission

Wallet top-up is pending

  • Check Wallet transaction status and avoid resubmitting rapidly

A quotation does not print correctly

  • Check paper size, page breaks, section and item volume, note boxes, browser print settings, and unsupported content length

Cannot sign in

  • See /docs/guides/account-access-recovery for the full recovery workflow.
  • Common causes: invalid credentials, temporary password, forced password change, email verification, CAPTCHA, Email PIN, disabled account, workspace unavailable, or session expired.

Cannot see a project

Possible causes

  • User is not assigned to the project
  • Wrong company workspace
  • Project is filtered out in the current view
  • Project is completed, cancelled, or archived
  • User role limits visibility
  • Mobile Field App assignment differs from expected web access
  • Access change has not refreshed in the current session

Safe actions

  • Clear filters
  • Confirm the project status
  • Open Project Assignments (/docs/guides/assignments)
  • Confirm the user and assignment dates
  • Refresh or sign in again where required
  • Contact the company Admin if the assignment is missing

Creating another project or another user does not fix a missing assignment.

Plan limit reached

PlanLimitUpgradePrompt behavior

When a plan limit is reached, Prospeno shows an upgrade prompt with the current usage and limit when available.

  • Working project limits count planning and active projects
  • Employee limits count active employees or users according to the current gate
  • Completed-project history limits control how many completed projects remain retained
  • Other enforced limits may show a generic upgrade prompt
  • Admins review limits and upgrade from Subscription → Upgrade
  • Upgrading applies according to the current subscription workflow
  • Existing data is preserved; lowering a plan may require reducing usage before downgrade

Live plan capacities are configured in Prospeno and shown on /pricing, Subscription → Upgrade, and /help#plans-capacity.

Cannot create or submit a record

  • Required fields are missing or invalid
  • Amount, date, or project selection is invalid
  • Role permission, inactive module, or plan limit blocks creation
  • A duplicate date, period, or record already exists
  • Browser validation or attachment size or type failed
  • Read the exact error message before retrying — do not bypass validation

Cannot edit a record

Permission restriction

  • The current role is not allowed to edit the record

Status restriction

  • The record is approved, paid, completed, cancelled, voided, or otherwise locked

Entitlement restriction

  • The module or subscription is inactive

Ownership or assignment restriction

  • The record belongs to another project, user, or company scope

Copy a locked record only through a supported duplicate, replacement, reopen, correction, or void workflow.

Cannot approve or reject

Check before escalating

  • Authorized role for the workflow
  • Approval queue and current record status
  • Project assignment and module entitlement
  • Whether the user submitted the record
  • Whether self-approval is blocked
  • Whether another reviewer already acted
  • Whether a required rejection reason is missing

See /docs/guides/approvals for approval rules. Module-specific approval behavior may differ.

Attendance missing from payroll

  1. 1

    Is the attendance Approved?

    Pending attendance does not feed payroll.

  2. 2

    Is the employee included in the payroll period?

    Confirm the attendance date falls inside the selected period.

  3. 3

    Does the employee have the required rate?

    Review Team & Rates (/docs/guides/team-rates).

  4. 4

    Was the attendance already used in another active payroll run?

    Attendance cannot be paid twice in overlapping runs.

  5. 5

    Does another payroll period overlap?

    Resolve overlapping periods before creating a new run.

  6. 6

    Is the record Individual Attendance rather than Batch Labor?

    Batch Labor records estimated project labor cost. It does not create employee timesheet or payroll wages.

  7. 7

    Is Salaries & Payroll active?

    Confirm the module at /modules and review /docs/modules/salaries-payroll.

  • Related guides: /docs/guides/attendance, /docs/guides/team-rates, /docs/modules/salaries-payroll, /docs/guides/project-labor

Payroll cannot be created or edited

  • No eligible approved attendance in the period
  • Overlapping payroll period or attendance already included elsewhere
  • Missing employee rate or invalid addition or deduction
  • Cash-advance deduction exceeds eligible balance
  • Run is Approved, Paid, or Voided
  • Salaries & Payroll module inactive
  • Use supported correction, replacement, void, or new-run workflows — do not rewrite historical paid payroll directly

Budget Release balance looks wrong

Available Remaining formula

Available Remaining = Released Amount − Submitted Liquidation − Returned Funds

A Budget Release is not automatically an expense.

  • Balance may change from submitted liquidation, approved liquidation, returned cash, linked project expense, correction or cancellation, or supported settlement actions
  • Check released amount, every liquidation item, returned-fund records, project tags, payment source links, current statuses, and possible duplicate expense entry
  • Do not manually add a balancing expense to force the total

See /docs/modules/cash-advances-liquidation for the full workflow.

Expense or liquidation duplication risk

Potential duplication paths

  • Material fulfillment
  • Project Expense
  • Liquidation item
  • Company Expense
  • Another linked finance workflow
  • Compare amount, date, receipt, supplier, project, payment source, Budget Release link, and approval status
  • Use supported linking or correction workflows
  • Do not delete financial history casually

Billing and Collection mismatch

Billing

  • Records what the client owes

Collection

  • Records what the client actually paid
  • Recording a billing does not mean the client has paid
  • Check billing total, recorded payments, payment date, overpayment, outstanding balance, project contract value, and cancelled or archived records
  • See /docs/guides/collections

Materials request cannot proceed

  • Draft not submitted, approval pending, or rejected request
  • Missing required item details or invalid quantity
  • Fulfilled quantity exceeds approved amount or missing actual unit cost
  • Materials & Requisition module inactive
  • Insufficient eligible Budget Release balance
  • Unsupported fulfillment source or completed or cancelled request lock
  • See /docs/modules/materials-requisition

Module inactive or locked

Check Module Marketplace

  • Module appears in Marketplace with current state: Included, Available, Active, Cancelling, or Expired
  • Base subscription is active
  • Wallet balance is sufficient for purchase or renewal
  • Purchase completed and browser session refreshed after activation
  • Current user has permission and route belongs to the active company
  • Do not repeatedly submit purchase attempts when entitlement state is uncertain

Billing help: /docs/guides/billing-troubleshooting. Module guide: /docs/guides/module-marketplace.

Wallet top-up pending

  • Pending top-up balance is not spendable
  • Repeated submission may create confusion — review Wallet history first
  • Verify the transaction reference and wait for supported review
  • Contact support when pending beyond the published response window
  • Rejected top-up does not increase balance
  • Never send sensitive banking credentials

Subscription or module expired

Expired subscription

  • May restrict company-wide creation or access according to current entitlement behavior

Expired module

  • May restrict one optional workflow while preserving historical records
  • Password reset does not fix entitlement expiry
  • Wallet balance alone does not restore access until renewal or reactivation completes
  • Some surfaces may become read-only while history remains preserved

Quotation limits and validation

Maximum sections

10

Maximum total items

300

Maximum note boxes

5

Markup range

0% to 500%

  • Limits apply per quotation; duplicate or imported items count toward totals
  • Deleted items release capacity according to current builder behavior
  • Invalid markup or selling values must be corrected before save
  • Missing cost may affect Cost & Profit review
  • Large quotations may take longer to preview and print

Quotation print or preview issue

  • Confirm selected paper size and browser print scale
  • Inspect page breaks and shorten oversized notes
  • Use supported orientation and check logo dimensions
  • Check long item names and Client Preview field visibility
  • Retry in a supported browser after the preview is stable
  • Prospeno does not provide server-side PDF generation in the current implementation

Empty page or no records

  • No records created yet, filters hide results, wrong project or date range
  • No assignment, inactive module, or insufficient permission
  • Project has no approved activity or data is archived or completed
  • Clear filters, confirm project and date range, confirm role and module state, then use the supported Add action when appropriate

Page keeps loading or session expired

  • Refresh once and confirm internet connection
  • Sign in again when the session expired
  • Avoid repeated rapid refresh and close duplicate tabs where state conflicts
  • Use a supported browser and capture the route and message
  • Do not clear browser storage as the first step — it may remove useful session context
  • Contact support if the issue repeats

Error-message handling

When an error appears

  • Read the full message and keep the page open
  • Note the time and copy safe message text
  • Capture a screenshot without sensitive information
  • Avoid repeated submissions
  • Check whether the action already completed in the related list or history

A timeout message does not always mean the record failed to save. Check the related list before submitting again.

When company Admin help is required

Admin help is commonly needed for

  • Disabled users, user roles, and project assignments
  • Plan limits, module activation, and subscription renewal
  • Wallet funding, approval permissions, and protected record correction
  • Rate configuration

When Prospeno support is required

Contact Prospeno support when

  • Product state contradicts current Admin settings
  • Billing completed but entitlement did not activate
  • Wallet transaction remains inconsistent
  • Correct role and assignment still deny access
  • Persistent email or PIN delivery fails
  • Record appears duplicated by system behavior
  • Calculation contradicts documented inputs
  • Reproducible print or rendering defect remains
  • Support-only billing correction or refund is required

Open /docs/support to prepare a request.

Support evidence checklist

  • Company name and company code or URL
  • Affected user email, exact route, and project or record reference
  • Exact message, date and time, browser and device
  • Steps already attempted and safe screenshot
  • Related Wallet or billing reference when applicable

Never send passwords, temporary passwords, Email PINs, OTPs, card security codes, private keys, or private banking credentials.

Actions to avoid

  • Create duplicate accounts or replacement projects without confirming the original
  • Duplicate expenses to balance totals
  • Submit the same Wallet top-up repeatedly
  • Create overlapping payroll runs
  • Overwrite approved or paid history outside supported workflows
  • Delete receipts or records to hide an error
  • Share passwords or PINs or use another person’s account
  • Repeatedly retry a purchase while billing state is uncertain

Important limitations

  • This guide provides safe checks, not automatic repair.
  • Exact permissions vary by module and record status.
  • Some corrections require a company Admin.
  • Billing and entitlement corrections may require Prospeno support.
  • Pending Wallet credits cannot be spent.
  • Password reset does not fix disabled-user or subscription restrictions.
  • Project visibility may require assignment.
  • Batch Labor is excluded from employee payroll.
  • Approved, paid, completed, or cancelled records may be protected.
  • Module cancellation or expiry should preserve historical records.
  • Never create duplicate records simply because an action appears delayed.
  • Do not use destructive data-clearing steps unless Prospeno support specifically directs them.

Where to find help

Use the ? button in the web application for the current page guide, Getting Started, Module Guides, and Contact Support.

Related links

Jump to the module, marketplace, or broader help resources.

Troubleshooting Guide — Prospeno Docs