Quick answers when something you expect to see or do isn't there. Find your symptom, check the likely causes in order, and you'll usually solve it without a support ticket.
"A button or menu item is missing"
Three usual reasons, in order of likelihood:
- Your role doesn't include it. Only users allowed to perform an action see its button — for example, only users allowed to post documents see Post. Ask your workspace owner if you need the access.
- Your plan doesn't include it. Features such as Sales Orders, Recurring, Multi-currency, Fixed Assets, Rentals, Budgets, Projects & Timesheets, Price Lists, Dimensions, Custom Fields, and API Access depend on your subscription. If they're missing from your menu, see Subscriptions & billing or ask your workspace owner.
- The feature isn't switched on for your organization. Some features are included in the plan but enabled per organization in Settings — check Settings → Plan & Features, or ask your workspace owner.
"I can't edit this document"
- It's posted. Posted invoices, bills, and sales receipts lock their accounting fields — the page shows a locked banner. Use Unpost, edit the draft, then post again. Notes and attachments stay editable without unposting.
- A payment is allocated to it. Unpost isn't available while payments are applied. Deal with the payment first, or use a Credit Note (or, on the purchases side, a Debit Note) for the correction.
- The period is locked or closed. Documents dated in a locked period can't be changed. Ask an owner to adjust the lock date, or date the correction in an open period.
- It's linked to other records. A quote that has been converted, or a document with dependent records, restricts what can change. Work on the downstream document instead.
"Posting fails"
Check these, in order:
- Locked period — the document date is on or before the lock date, or in a locked/closed period. Move the date into an open period, or ask an owner about the lock date (Settings → Precision & Lock Date).
- No lines, or zero amounts — a document with no effect can't post. Add at least one line with an amount.
- Archived customer or supplier — new transactions can't be created against archived contacts. Restore the contact or pick an active one.
- Pending approval — if your organization uses approval workflows, the document must be approved before posting. Only users allowed to approve see the Approve button.
- Missing exchange rate — a foreign-currency document needs a dated rate. The form shows "Missing exchange rate" with an Add Exchange Rate option.
- Missing default account — a required account (Accounts Receivable, Sales Revenue, default Bank, …) isn't configured. Check Settings → Account Defaults. See Accounting rules.
- No fiscal year covers the date — add one under Settings → Fiscal Years.
"I can't sign in, or an app won't open"
- The app tile shows "Needs renewal". The paid plan lapsed and the app dropped to the free tier ("Free · paid plan expired"). Inside SolaBooks a banner reads "SolaBooks is running on the free tier — paid features are locked" with a Renew plan link. An owner renews from the Workspace.
- "You are not assigned to this app." Your account exists but hasn't been given access to that app. Ask your workspace owner to assign you (from the organization's subscription page, Manage users).
- The tile shows "Not enabled". The app hasn't been started for this organization yet — an owner takes it through the onboarding wizard first.
- You can't see an organization. You're not a member of it. Ask its owner to add you via Organization → Members.
"Payment / billing problems"
- "No default payment method." The organization's paid subscriptions can't renew until a default card is set. Click Fix payment on the alert, or go to Organization → Billing → Payment Methods.
- A paid plan you requested hasn't activated. Paid plans go through an activation request reviewed by the Solavel team (Pending → Under Review → Approved → Processing → Completed). Track it on Billing → Overview. A Failed request is retried automatically; you can also Withdraw a pending one.
- Subscription shows "Canceling" or "Access until {date}". The plan runs until the period ends, then stops. Use Resume before the date to keep it.
"My customer can't open the link I sent"
- The secure link in a document email works once and expires after 24 hours. Send the document again, or tell the customer to request a fresh sign-in link from the Customer Portal sign-in page. See Secure document links.
- If the customer gets no email, the address they entered doesn't match the email on their customer record — correct the record.
"A report looks wrong"
- Check the date range and remember most reports include posted transactions only — drafts don't appear.
- If export buttons are hidden, your role doesn't include exporting — ask your workspace administrator.
Still stuck?
Ask your workspace owner first — most "missing button" and access questions are role or plan settings they control. For anything else, contact Solavel support through your usual channel.