Troubleshooting

Common issues and their resolutions. This guide will grow over time as support cases are handled.

Login & Authentication

"Invalid login credentials"

• Verify the email address is correct (check for typos)
• Use the Forgot password? link to reset
• Check if the user's account has been created — admins can verify in Admin > Users

Password reset email not arriving

• Check spam/junk folder
• Verify the email address is correct in Admin > Users
• Password reset emails are sent via Loops.so — check the Loops dashboard if there's a systemic delivery issue

Magic link not working

• Magic links expire after a short time — request a new one
• Check if the URL was truncated (email clients sometimes break long URLs)
• Recovery-type links redirect to the password reset page; regular links go to the dashboard

Push Notifications

Not receiving push notifications

1. Check that push is enabled in Settings > Alerts
2. Check browser notification permission (browser settings)
3. Check OS-level notification settings (especially on macOS: System Settings > Notifications)
4. Try disabling and re-enabling push in Settings > Alerts
5. Only "push-worthy" events trigger push (mentions, replies, assignments, deletion requests) — routine comments don't

Push notifications stopped working

• Browser push subscriptions can expire or become invalid
• Toggle push off and on again in Settings > Alerts to re-subscribe
• If on mobile PWA, ensure the service worker is registered (try force-refreshing the page)

Schedule

Schedule not showing for field crew

• Check the schedule visibility mode in Settings > Schedule
• If set to "Day before" or "Day of," the manager must Finalize the schedule first
• Verify the crew member is assigned to the correct crew
• Verify the crew has active assignments for the date in question

Drag-and-drop not working

• Only Owner, Manager, and Administrative roles can drag — Superintendent and Foreman are view-only
• Ensure you're on desktop (drag-and-drop is disabled on mobile)
• Check that the user has the correct role

Billing

User can't see the Billing page or Billing tab

• The viewBilling permission must be granted
• Check: Employee side sheet > Permissions > View Billing
• Or: Settings > Role Permissions > check the role's View Billing default
• Owner and Manager have billing access by default; Administrative does not

Billing item has wrong price

• Check the price resolution order: Client price sheet > Company defaults > Template default
• If a client price sheet exists, it takes priority
• The price can be manually edited on the billing item or invoice

Can't mark invoice as "Sent"

• All invoice requirements must be satisfied first
• Check the checklist dialog that appears — each required document must be checked off
• Configure requirements in Settings > Billing > Invoice Requirements

Permits & Locates

Expiration alerts keep reappearing

• Renew creates a child record and suppresses the alert
• Don't Renew dismisses the alert without renewing
• If neither action is taken, the alert persists
• Check that renewal_dismissed or renewal_status is set on the record

Can't delete a permit or locate

• Delete is restricted to Owner and Administrative roles
• Managers cannot delete permits or locates (by design)

Daily Logs

Can't edit an approved daily log

• Approved logs are locked. A Manager or Owner must Revert to Draft before edits are possible.

Weather auto-fetch not working

• Requires the job to have valid coordinates (latitude/longitude)
• Uses the Open-Meteo API (free, no API key) — may have occasional outages
• Try manual entry as a fallback

Jobs

Duplicate job warning on creation

• The system detected a potential duplicate: same client + work order number, or same client + address within 90 days
• Review the listed matches
• If it's genuinely a new job, click Create Anyway
• If it is a duplicate, click Cancel

Division stuck on "Pending"

• The division needs to go through the Activation Wizard
• Click the green "Activate" button on the job's Details tab
• Or respond to the "New Job Assignment" alert on the Manager Dashboard

General

Page shows "unauthorized" or redirects to login

• Session may have expired — refresh the page
• Check that the user's role has access to that page (see Roles & Permissions)
• If accessing via impersonation, the impersonation session may have expired

Changes not saving

• Most forms save on blur (clicking away from the field)
• Check for validation errors (red borders on fields)
• Check browser console for network errors
• Daily log sections use debounced auto-save — wait a moment after editing