Help · When something looks wrong
Something did not happen and there was no error
Where to look when the software stayed quiet.
A text did not arrive.
Messages shows every message and, for anything held, the reason — no consent, no mobile number, quiet hours for an offer, not yet subscribed, or a texting number that is not live yet. See "Why a message did not send".
A mobile stop shows a warning instead of a drive time.
It is on the round but we cannot place it yet. "Address not checked" means open the client and press Check the address; "No address on file" means they have not given you one. The link in the warning takes you straight there.
An appointment vanished from the calendar.
Check the date and the location picker first. A cancelled appointment is hidden from the day view but still on the client’s record.
A price came out wrong.
Invoices keep the price as it was when they were issued. Changing your price list does not rewrite an invoice a client has already been given.
A report shows less than I expected.
Cancellations and no-shows earn nothing and are counted separately. That gap is usually them.
If none of those explain it, tell us what you expected and what happened instead. Those two sentences are almost always enough for us to find it.
Also worth reading
- Why a message did not send — The reasons a message is held back, in the order they are checked.
- Getting hold of us — What to send so the first reply is a useful one.
More on when something looks wrong
- The calendar is offering no times — The four usual causes, in the order worth checking.
- Somebody cannot see a screen — Roles decide what each person sees, and they are meant to be narrow.
- I am looking at the wrong location — How the location picker follows you between screens.
- Two screens show different totals — Why Insights and Money are supposed to disagree.
- It will not let me book that time — Reading the refusal, and when to override it.
- I did something by accident — Undoing a mistake: what can be put right, what cannot, and what to do instead.
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