Troubleshooting common problems

Use the symptom to narrow down what to check before changing settings.

Needs: All modules

Begin with the site, account, record and time involved. Write down what you did, what you expected and what happened. These details help distinguish a permission problem from a configuration or data problem.

A menu or record is missing

What happened	What to check
A menu is missing	Confirm that the module is enabled and licensed, then check the account's capabilities.
A record cannot be found	Clear search filters, check closed or archived records, and confirm the record type and your access to it.
A client cannot see a ticket	Confirm their login and ticket ownership, then review portal role and company or plan sharing rules.
The employee portal is empty	Check the account-to-employee link, HR module, page shortcode and permissions.
A user cannot pass MFA	Confirm the site and account, enrolled method, policy and grace period, then check lockouts or bans. Follow account recovery.

A message or scheduled action did not happen

What happened	What to check
A saved message did not arrive	Check the recipient, preferences and opt-out, then mail errors and the destination mailbox. Staging may block delivery.
A scheduled campaign did not send	Check its state, scheduled time and timezone, then the job runner and mail transport.
A workflow did not start	Check that it was active, the event and record matched, conditions passed and re-entry allowed another run. Inspect history and cron.
A workflow wait did not finish	Read the condition or goal it is waiting for, then check timeout, calendar, timezone, flow state and the runner.
Online booking is unavailable	Check Booking Hub activation and compatibility, service and staff hours, the public page and connection status.
A form did not create a lead	Check that the form is published and that you submitted through the real page rather than Preview. Inspect mappings and any matched lead.

A charge, balance or service deadline is unexpected

What happened	What to check
The hourly charge is wrong	Check the client rate, staff rate and default in that order, followed by the discount and after-hours policy.
Included hours do not match	Check the month, company plan, client override, approved and pending entries, and existing invoice links.
Stripe shows payment but the invoice remains open	Match the invoice and mode, then check the processor event, webhook signature and delivery, and existing payment rows.
Accounting differs from CRM	Check draft or void status, report dates, recent source changes, synchronization and deposit mappings.
The bank balances differ	Compare the same account and period, then review unmatched lines, duplicates and source changes. Distinguish the book and cleared balances.
An SLA deadline seems wrong	Check timezone, hours and holidays, then the effective plan, priority, zero-value fallback and waiting-status history.

Leave, attendance and document problems

For leave, check the employee override, designation class and leave-type default. Then review the request's inclusive calendar dates, start year and approval or cancellation state. For missing attendance hours, check both clock-in and clock-out on the employee's daily record.

For a missing document, inspect the assignment and the status of that particular copy. For a failed download, check application permissions and the server's private-file rules. HR media files follow a different access path from client documents.

If the issue remains, use Feedback on staging to describe how to reproduce it. Include the feature and whether the problem affects production, staging or both, but leave out secrets and private files.