Troubleshooting
Work down the list for the problem you have. Settings & Secrets › System Health is a good first stop for anything server-related.
I cannot stay signed in
- The site must be served over HTTPS. Sign-in cookies are marked Secure, so on plain HTTP the browser drops them.
- Check that the server's clock is correct.
- Too many failed attempts are rate-limited for 15 minutes. Wait, then try again.
The installer says the install code is wrong
Open secure_data/install-token.txt on the server and paste its contents exactly. If secure_data/ is not writable by PHP, the installer cannot create the file; fix the folder's permissions and reload the installer.
install.php returns 404
The sample Nginx configuration does not route the installer. Add the temporary location block described in Installation, reload Nginx, and remove it afterwards.
Emails are not arriving
- Send a test from Settings & Secrets › Email Delivery and read the result.
- Check that your provider lets you send from the from-address you set.
- Repair status emails only start after the email templates have been saved in Doc & Email Templates.
- Ask the recipient to look in spam.
Reminders, campaigns or backups never run
They all depend on cron. Copy the lines from Settings & Secrets › Cron & Scheduled Jobs into the server's crontab, and check System Health for when each job last ran. See Scheduled jobs.
An update did not install
The updater refuses a package that fails its checksum or signature, or that is not newer than what you have, so nothing is half-installed. Try again from Updates. If it keeps failing, the server may be blocking outbound HTTPS to the licence server. Your current code is untouched. See Updates and renewals.
A staff member cannot see a screen
Their role does not include that module, or only at view level. Change it in Human Resources › Employees › Roles. See Users, roles and permissions.
A receipt or invoice shows the wrong details
Documents read your business profile and the document template. Fix the details in Business Profile or Doc & Email Templates › Brand & logo, and the layout in the document template. See Document and email templates.
"This accounting data was changed on another device"
Someone else saved the books while you were editing. Reload the page and make your change again. Nothing was overwritten.
A repair will not move into In repair
The customer has not approved the quote. Ask them to approve it on their tracking page, or tick Customer approved the quote on the ticket after they agree by phone. The approval rule is in Settings & Secrets › Repairs.
Still stuck
See Support for how to reach us and how to report a bug. Include your version (shown on the Updates screen), what you did, what you expected and any error message.