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Common issues and troubleshooting

Troubleshooting should protect the record before attempting a fix. Begin by confirming the page, user, record, expected result, and actual result. Avoid repeated clicking or editing when the issue involves payments, contracts, lot availability, access, or customer data.

First-response checklist​

  1. Confirm you are using the correct site and account.
  2. Refresh once and check whether the result persisted.
  3. Confirm the record identity.
  4. Read the latest activity and linked records.
  5. Check whether your role is expected to perform the action.
  6. Try a safe fictional record when appropriate.
  7. Record the exact error or unexpected result.
  8. Stop before creating duplicates or changing high-impact data.
  9. Use Send Feedback with safe evidence.

Login problems​

Cannot sign in​

Check:

  • correct application address;
  • correct email/account;
  • keyboard and password-entry issues;
  • whether invitation or account activation was completed;
  • whether the account was disabled;
  • browser date/time and connectivity; and
  • whether other authorized users can access the system.

Do not ask another staff member for their password. Do not send your password in a support request.

Signed in but pages are missing​

  • Confirm assigned role.
  • Sign out and in after a recent role change.
  • Ask whether the page is intentionally restricted.
  • Provide the page name and work responsibility in the access request.
  • Request the lowest access needed—not Super Admin by default.

Page will not load or appears stale​

  1. Confirm internet connection.
  2. Refresh once.
  3. Try a private/incognito window if allowed.
  4. Note whether one page or the entire platform is affected.
  5. Check whether other users see the issue.
  6. Capture the time and safe screenshot.
  7. Avoid clearing all browser data before preserving the details.

Save appeared successful but data did not change​

  • Re-open the record or refresh.
  • Confirm you edited the correct record.
  • Check Audit Trail or activity history where supported.
  • Search the list for the saved value.
  • Do not repeat a financial or contract save without checking for an existing entry.
  • Reproduce with Training Data when safe.
  • Report exact steps, expected result, and actual result.

Duplicate-looking lead or application​

  1. Review the Possible Duplicate reason.
  2. Compare email, phone, name, lot, dates, and activity.
  3. Decide whether it is the same buyer, shared contact, or different people.
  4. Avoid creating additional tasks or reservations until ownership is clear.
  5. Do not delete or merge without an approved process.
  6. Record the review result.

Incorrect lot status or reservation conflict​

Stop new promises about the lot. Then:

  1. Open the lot.
  2. Review active reservations and expiry.
  3. Review linked applications, leads, customers, and contracts.
  4. Check Audit Trail.
  5. Obtain the approved business outcome.
  6. Correct the source record with reason.
  7. Confirm all buyer workflows are updated.

Application selected an unavailable lot​

  • Verify current lot status and reservation context.
  • Review what the buyer was told.
  • Assign Sales to discuss verified alternatives.
  • Keep the application decision human and documented.
  • Do not decline solely to clear the alert.
  • Update preferred lot only after buyer/authorized agreement.

Payment appears missing​

  1. Confirm customer and contract.
  2. Search by amount, date, method, receipt, and bank reference.
  3. Check whether the payment is under another account.
  4. Review proof and Finance verification.
  5. Review voided/corrected entries.
  6. Do not create a second payment until Finance confirms none exists.
  7. Record the resolution and review the statement.

Duplicate payment suspected​

  • Stop receipt or customer communication until checked.
  • Compare customer, contract, date, amount, method, reference, and proof.
  • Confirm whether the user saved twice after a delay.
  • Use the approved void/correction process.
  • Verify balance, statement, report, and Audit Trail.

Missing receipt number, bank reference, or proof​

Use the approved financial source to complete the field. Do not enter a guessed value, placeholder, or unrelated document simply to clear an alert.

If the source does not exist, assign the correct internal task and escalate according to policy.

Statement or report total looks wrong​

Confirm:

  • date range;
  • status filters;
  • project/owner filters;
  • transaction types;
  • voided/corrected entries;
  • source-record status; and
  • whether the compared reports use the same date definition.

Identify specific rows before reporting a calculation issue.

Email did not send​

  • Check Email Center status.
  • Confirm recipient address.
  • Review whether the message is still queued, failed, cancelled, or sent.
  • Check for duplicate attempts.
  • Correct the source customer/email data first.
  • Retry only after identifying a reasonable cause.
  • Escalate provider/configuration failures.

AI or Daily Brief appears wrong​

AI and brief content is advisory. Open the source records and compare. If the source data is stale, correct it. If the source is correct but the summary is materially inaccurate, submit feedback with the fictional/safe example and exact statement.

Upload failed​

Check:

  • approved file type and size;
  • filename;
  • connection;
  • correct customer/record;
  • whether the upload actually completed despite a delayed screen; and
  • whether sensitive content is appropriate to store.

Do not upload the same document repeatedly without checking existing files.

When to stop and escalate immediately​

Stop work and escalate when:

  • unauthorized customer data is visible;
  • credentials or secret values were exposed;
  • a payment/contract correction could affect balances or legal obligations;
  • two buyers may be assigned the same lot;
  • data appears deleted or widely corrupted;
  • suspicious account activity appears in Audit Trail;
  • the platform is unavailable to all users; or
  • a workaround would require bypassing an approved control.

What to include in support feedback​

  • page and feature;
  • user role;
  • fictional or safely described record;
  • date/time and timezone;
  • exact steps;
  • expected result;
  • actual result;
  • error text;
  • scope and business impact;
  • safe screenshot; and
  • whether a workaround exists.

Suggested training media​

Screenshot space: Add a troubleshooting decision card showing the first-response checklist and “stop/escalate” conditions.
Screenshot space: Add three fictional issue examples: lot conflict, missing payment, and failed email. Show the source records staff should check for each.
Diagram space: Add a general troubleshooting flow: Confirm context → Protect record → Verify source/role → Reproduce safely → Resolve through approved process or submit feedback → Confirm result.
Video space: Record an 8-minute troubleshooting session covering a stale follow-up save, a suspected duplicate payment, and an unavailable-lot application. Demonstrate when to stop rather than continue clicking.