Why can't I…? (Troubleshooting)

Quick answers when something you expect isn't there or doesn't work. Find your symptom, then check the causes in order. Most problems are explained by the selected organization, your role, or the plan.

First checks (any app)

1. Right organization? Look at Current organization in the portal sidebar, or the organization switcher in the app. Data, menus and roles differ per organization.
2. Your role. Open Team and find your row, or click your name to see your mini profile with your roles per organization and app.
3. The plan. Owners can check Billing. Others can ask an Owner.
4. Reload the page after someone changes your access. Access is checked again on every page load and every app launch.

"A button or menu item is missing"

1. Your role doesn't include it. Buttons are only shown to people allowed to use them. For example, only roles that can post see Post, and only Owners see Billing and Invite a teammate. Ask an Owner or Organization Manager to change your role (Application roles).
2. Your plan doesn't include it. In SolaCount, plan-locked pages show "Requires plan" or "Upgrade to unlock". Features such as Sales Orders, Recurring, Multi-currency, Fixed Assets, Rentals, Budgets, Price Lists, Dimensions, Custom Fields and API access depend on the plan. See Billing & subscriptions.
3. The feature is switched off for the organization. Check Settings → Plan & Features in SolaCount, or ask an Owner.
4. Your scope is empty. SolaStock and SolaHR scoped roles see nothing until warehouses or departments are assigned in that app's Team access.

"An app won't open"

On Workspace Home, the tile's status tells you why:

Inside an app you may see an access page with Manage subscription, Contact workspace owner or Back to workspace.

"I can't sign in"

• Wrong method. If you signed up with Google, use Continue with Google. To add a password, open Account Settings → Security → Email password setup link.
• Forgot password. Use Forgot password on the sign-in page. If you also use Google, Account Settings → Security has Don't know your current password? Email a reset link.
• Account deactivated. An Owner must Reactivate you on Team.
• Session expired ("Your session has expired. Reload the page to sign in again."). Copy unsaved text, reload and sign in.

"My invitation doesn't work"

You can also accept from Your invitations in the portal sidebar. See Receiving an invitation.

"I can't add a person or give app access"

• No Invite a teammate button — only Owners invite. Managers can edit and remove existing members.
• App checkbox greyed out / "Cannot assign user. This project has no free seats." — the plan's user limit is reached. Free a seat or upgrade.
• "You cannot invite someone with an equal or higher role than yours." — role ceiling. Ask an Owner.

"I can't edit this document" (SolaCount)

• It's posted. Posted invoices, bills and sales receipts lock their accounting fields. Use Unpost, edit the draft and post again. Notes and attachments stay editable.
• A payment is allocated to it. It can't be unposted or voided while payments are applied. Remove or reallocate the payment first, or issue a Credit Note (sales) or Debit Note (purchases).
• The date is locked. Documents dated on or before the organization's lock date can't be posted, changed or voided. Date the correction in an open period, or ask an Owner or Finance Manager to change the lock date (Settings → Precision & Lock Date).
• It's linked to other records. A converted quote or a document with dependants restricts changes. Work on the downstream document.
• Bill amount classified. "This bill cannot be voided after its amount has been classified. Use the supported bill correction workflow or contact an accountant."

"Posting fails" (SolaCount)

Check in this order:

1. Locked date — the document date is on or before the lock date.
2. No lines or zero amounts — add at least one line with an amount.
3. Archived customer or supplier — restore the contact or choose an active one.
4. Pending approval — approval workflows must approve first. Only approvers see Approve.
5. Missing exchange rate — a foreign-currency document needs a dated rate. Use Add Exchange Rate on the form.
6. Missing default account — check Settings → Account Defaults. See Accounting rules.
7. No fiscal year covers the date — add one under Settings → Fiscal Years.
8. SolaStock connection blocks it — in connected organizations, stock items are posted through SolaStock; the message explains which item or warehouse is the problem.

"I clicked and got Status not confirmed"

The change may or may not have been saved, because the answer didn't arrive. Click Check current status and look for your change before trying again. Never repeat a payment, posting or allocation until you have confirmed it is not there. See Notifications and feedback.

"Billing and payment problems"

• No Billing menu — only Owners see billing.
• "Online checkout is currently unavailable." — card payment is off for your workspace. Use an offer or contact support.
• "Payment is still processing. Refresh this page in a moment." — wait and refresh. Don't pay again.
• "Payment failed (code): …" — nothing was charged. Try another card.
• Card can't be removed — "Cannot remove the only reusable payment method for an auto-renewing subscription." Add another card first, or cancel at period end.
• Plan shows "Contact sales" or "SolaStock is included with SolaCount Advanced." — that plan isn't self-service. See Billing & subscriptions.
• A pending activation request — track it on Billing → Overview. Withdraw request cancels it.

"My customer can't open the link I sent" (SolaCount)

• The secure sign-in link in a document email is single-use and valid for 24 hours. Send the document again, or the customer can request a fresh link from the Customer Portal sign-in page. See Secure document links.
• No email arrives? The address must match the email on the customer record. Correct the record.

"A report or the dashboard looks wrong" (SolaCount)

• Check the date range and comparison period. Most reports include posted documents only; drafts and void documents don't count.
• Amounts are in base currency, converted once at the document's rate.
• No export button? Your role doesn't include exporting.

"A label is in English / the layout looks wrong in Arabic"

Some app labels may not be translated in every language yet. Report the app, page, language and screen size through Reports → New report. See Languages, RTL and dark mode.

Still stuck?

Ask your organization's Owner first. Most access questions are role or plan settings they control. Otherwise open Reports → New report in the portal with the steps, what you expected and what happened (without customer personal data).

Related

• Accounting rules
• Billing & subscriptions
• Team
• Application roles
• Glossary