Troubleshooting & best practices

Common errors

Access denied

Possible causes: expired session, incorrect tenant, blocked tenant, user not assigned to the company, inactive company, module disabled, insufficient permission, disabled user account.

Cannot save

Possible causes: missing required field, negative or zero quantity, weak password, quota exceeded, company storage above available, insufficient stock, file too large, unsupported file format, unauthorized status transition, invalid report configuration.

Data not found

Possible causes: active filter hiding results (remove filters), wrong company selected (check the company in the header), data deleted or disabled, missing read permission, module not active.

Notification not received

Possible causes: notification preferences disabled in Account, user not assigned to the item, incorrect group, insufficient permission.

Support ticket not visible

Possible causes: you are not in the correct tenant, your profile does not have access to the support center, the ticket is closed or filtered by another status.

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Frequently asked questions

I cannot see a module. Check that the module is activated for the company and that your permission is at least reader.

I can view but not create. You probably have the reader level. Ask a manager to consider upgrading you to contributor.

I was added to a group but I cannot see the module. The module may be disabled in the company, or your account may not be assigned to the company. Also check that the group has a permission higher than none.

I set a user to none but they still have access. They may inherit a higher permission via a group. Effective permission takes the maximum level between direct and group.

Should I delete or deactivate? In production, deactivate to preserve history. Delete only if you are certain the data should no longer exist.

Why does a company backup not cover the whole tenant? A company backup covers only the current company. To cover the full client space, use a tenant backup.

Why does my export not contain all data? Check active filters, selected company and your read permissions.

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Administrator best practices

• Create companies first, then users.
• Assign each user only to the necessary companies.
• Activate only modules actually used.
• Use groups for stable teams.
• Keep the number of tenant administrators low.
• Reserve admin and manager for managers.
• Deactivate before deleting.
• Regularly review the activity log.
• Test permissions with a business user account.
• Define a backup policy.
• Regularly check inactive accounts and review groups.

Business user best practices

• Check the company before creating data.
• Use required fields with complete information.
• Avoid duplicate customers, suppliers, contacts or items.
• Check totals before sending quotes, orders or invoices.
• Check quantities before validating a stock movement.
• Do not approve a workflow without reading the data and comments.
• Accurately describe problems when opening a support ticket.
• Log out on a shared computer.