Start here
- 1
Confirm the workspace
Check the company code or dedicated company login URL.
- 2
Confirm the user
Check active status, company role, password state, verification, and Email PIN requirements.
- 3
Confirm project access
Check assignment, ownership, project status, and filters.
- 4
Confirm the workflow is available
Check module entitlement, subscription state, plan limit, and role permission.
- 5
Confirm the record state
Draft, Pending, Approved, Paid, Completed, Cancelled, or Expired states can change what actions are allowed.
- 6
Capture the exact problem
Record the route, message, date/time, device/browser, and safe screenshot before escalation.
Common problems
I cannot sign in
Confirm the company workspace, registered email, password, email verification, user status, and Email PIN. Then use Account Access & Recovery if needed.
I cannot see a project
Clear filters, confirm the project status, then check Project Assignments and the user’s company role. Creating another project or user will not fix a missing assignment.
I cannot approve or edit a record
Check your role, the project assignment, module access, ownership, and the record status. Approved, Paid, Completed, Cancelled, or Voided records may intentionally restrict changes.
Attendance is missing from payroll
Confirm the attendance is individual, approved, inside the payroll period, and belongs to an eligible employee with the required rate/payroll setup. Batch Labor is not individual payroll attendance.
A module is unavailable
Check company module status, base subscription, plan eligibility where applicable, Wallet/billing state, and your role permission.
A quotation does not print correctly
Check Client Preview, paper size, browser print settings, long content, page breaks, and whether the quotation remains inside current builder limits.
When a change does not appear
- Refresh the current page after a role, assignment, or module change.
- Sign out and sign in again when access or security state changed.
- Confirm you are in the same company workspace where the change was made.
- For offline Kiosk activity, confirm synchronization completed before expecting the record in central views.
Be careful with financial corrections
If you still need support
- Company name or code
- Affected page/route
- Affected user or safe record reference
- Exact error message
- Date and time
- Steps already attempted
- Expected result vs actual result
- Safe screenshot with secrets and unrelated personal data hidden
Important notes
- Do not create duplicate business records as a troubleshooting shortcut.
- Check access and record state before assuming a product defect.
- Never send passwords, one-time PINs, private keys, or banking credentials to support.