Error messages explained

acc_web_too_longToo many account names to save at once

What it means. The account names you typed on the Accounting export → account names page are too long to save in one go.

What may have happened. Many long names or codes were typed at once; the same long text was pasted into several boxes.

How to fix it.

1. Shorten the longest names. Your accountant usually needs only a short name and the code.
2. Empty any box where the default shown beside it is good enough: an empty box keeps the default and takes no space.
3. Save again.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #) and say which accounting program you picked.

admin_enrolledTwo-step verification is already set up

Shown only on our own team's pages.

This appears only on our own staff pages, when a staff member tries to set up two-step sign-in on a staff account that already has it. Sign in with the authenticator code instead, or ask a staff owner to reset two-step on that account. Organisation owners do not need to do anything.

approval_neededA manager approval is needed

What it means. The action you tried needs a manager to approve it first.

What may have happened. A discount, price change, return or void went past what your rights allow; the team member signed in does not have that right.

How to fix it.

1. Ask a manager to approve it (or to do it themselves).
2. In the Manager approval window, the manager types their password or swipes their card. The approval counts for this one action.
3. If this happens often, the owner or a manager can give the team member the right in Team → the person → Rights.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #), the page and what you were doing.

bad_loginWrong sign-in

What it means. The sign-in did not match: the e-mail, the code or the password is not right.

What may have happened. On the sign-in page the e-mail address was not complete; the 6-digit code was mistyped, is older than 10 minutes, or a newer code replaced it; the e-mail is not registered (no code is sent to an address we do not know); for an account that signs in with a name and password, the name or the password is wrong; the two-step step waited more than 10 minutes.

How to fix it.

1. Check the e-mail address, including the part after the @.
2. Use the newest code from your mail (look in Junk or Spam too), or ask for a new one.
3. If you sign in with a name and password, check both. After 5 wrong tries the account is locked for 5 minutes.
4. If the two-step step timed out, start signing in again.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

bad_signatureBad notification signature

Shown only on our own team's pages.

This message is between the online payment provider and our server: a payment notification arrived without the right signature, so the server ignored it. Only our staff see it, in the server's records. Organisation owners do not need to do anything; your payments page shows the payments the server accepted.

bad_totpWrong verification code

What it means. The code from your authenticator app was not accepted.

What may have happened. The code was typed after it changed (codes change every 30 seconds); the phone's clock is wrong; the code came from another account in the authenticator app; a recovery code was mistyped or already used.

How to fix it.

1. Wait for a fresh code in the authenticator app and type it straight away.
2. Set the phone's date and time to automatic.
3. Check you are reading the code listed under this organisation's account in the app.
4. If you lost the phone, type one of your 8-character recovery codes instead. Each works once.
5. At sign-in you have 5 tries; after that, start signing in again with a new e-mail code.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #). If you have no phone and no recovery codes, tell us so.

code_invalidInvalid code or link

What it means. The code or link you used is not one the server knows, or it has run out.

What may have happened. An invitation link is older than 7 days, was cut short when copied, or the person was deactivated; on My e-mail, the 6-digit confirmation code was wrong or older than 10 minutes (the message may then say "pairing code").

How to fix it.

1. Check that you typed or copied the whole code or link.
2. For an invitation: ask the owner or a manager to send a new one from Team → Invite.
3. For My e-mail: ask for a new code and type the newest one.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and which of these you were doing.

code_usedCode already used

What it means. This code or invitation link has already done its job. Each one works only once.

What may have happened. Someone else used the code first; the invitation was already accepted; a newer invitation was sent and replaced this link.

How to fix it.

1. If you have not got in yet, ask the owner or a manager for a new invitation from Team → Invite.
2. For an invitation you already accepted: just sign in on the sign-in page with your e-mail.
3. If a newer invitation was sent, open the link in the newest mail.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the person's name.

doc_editor_not_connectedNo office editor is connected

What it means. You asked to open an office document (Word, Excel, PowerPoint or OpenDocument) in an online editor, but no editor is connected to your organisation yet. LeaseExact does not edit office documents itself.

What may have happened. The Microsoft 365 / Google Workspace connection is not available yet (it is planned).

How to fix it.

1. Download the file from the document's page.
2. Edit it in your own program.
3. Upload the result on the same page as a new version — the old version stays readable and the history shows who replaced it.

Still stuck? Contact support from Help → Support with the code after # in the help link.

doc_folderThe folder can't be changed this way

What it means. A folder with documents or folders in it cannot be deleted, a folder cannot be moved inside itself, and folders go at most six levels deep. Nothing was changed.

What may have happened. The folder still holds documents (archived ones count too) or other folders; the new parent is the folder itself or one of its sub-folders.

How to fix it.

1. Move the documents to another folder (a document's Details) or out of folders.
2. Delete or move the sub-folders first.
3. Choose a parent that is not inside the folder you are moving.

Still stuck? Contact support from Help → Support with the code after # in the help link.

doc_hiddenThis document is not yours to see

What it means. The document's confidentiality or one of the records it is linked to keeps it from you. A personal document (an ID, a visa, a medical paper) is only for people with HR's view right and the employee it is about; a link to a record you cannot open never widens what you see.

What may have happened. You tried to mark a document personal without HR's view right, to link a document to a record you may not open, or to change who may see a personal document.

How to fix it.

1. Ask someone with HR's view right (or the owner) to handle personal documents.
2. Ask a manager to give you the right to the record (for example the projects or CRM right), or leave that link to them.

Still stuck? Contact support from Help → Support with the code after # in the help link.

doc_why_emptyChoose a file first

What it means. The upload form was sent without a file, so nothing was stored.

What may have happened. No file was chosen, the browser dropped it, or the file is empty (0 bytes).

How to fix it.

1. Choose the file again and send the form once the name shows next to the button.
2. If the file is empty on your computer, export or scan it again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

doc_share_goneThis share link no longer works

What it means. The share link expired, was revoked, or the document was archived or deleted. Nothing can be opened through it.

What may have happened. The link's days ran out; the sender revoked it; the organisation switched Documents off; the address was copied incompletely.

How to fix it.

1. Ask the person who sent it for a new link.
2. Senders: make a new link on the document's page (Share links); old links cannot be brought back.

Still stuck? Contact the organisation that sent you the link.

doc_share_passwordThe share link needs its password

What it means. The link is protected by a password. Without the right one nothing is shown; after ten wrong tries in an hour the link is locked for the rest of the hour.

What may have happened. No password was typed, the password was wrong, or the 30-minute access after the password ended.

How to fix it.

1. Ask the sender for the password (it is never sent with the link by LeaseExact).
2. After a lock, wait an hour and try again.

Still stuck? Contact the organisation that sent you the link.

doc_share_refusedThis document can't be shared this way

What it means. The document may not leave the organisation by link, or the link does not allow what was asked.

What may have happened. The document is personal (never shared), restricted (only a documents admin shares it), has no published version yet, is archived, share links are off in Settings → Documents — or the link is view-only and a download was asked.

How to fix it.

1. Publish a version first; restore an archived document.
2. Ask a documents admin to share a restricted document, or to switch share links on.
3. For a view-only link, ask the sender for a link that allows the download.

Still stuck? Contact support from Help → Support with the code after # in the help link.

doc_stateThe document has moved on

What it means. The document or the version is no longer in a state for what you asked: the version was already sent for review, approved, published or sent back; the document is archived; or someone changed it meanwhile. Nothing was changed.

What may have happened. Another person approved or edited it in another tab; the same button was pressed twice; the page had been open a long time; you asked to make a non-normal document public knowledge.

How to fix it.

1. Reload the document to see it as it is now.
2. Restore an archived document before changing it.
3. Public knowledge needs normal confidentiality.

Still stuck? Contact support from Help → Support with the code after # in the help link and the document's title.

email_bouncedThis address bounces

Shown only on our own team's pages.

This appears only on our own staff pages, when a staff member tries to mail an address whose mails came back as wrong or missing. Nothing is sent to it until the address is corrected. Organisation owners do not need to act, but keeping your e-mail right on My e-mail helps.

email_change_noneNo e-mail change waiting

What it means. You tried to confirm a new e-mail address, but no change is waiting for a code.

What may have happened. The code was sent more than 10 minutes ago and the change ran out; the change was cancelled; it was already confirmed in another tab.

How to fix it.

1. Open My e-mail and check which address is shown now. If it is the new one, you are done.
2. Otherwise type the new address again and press send.
3. Type the code from the new mailbox within 10 minutes.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the address you wanted.

email_complainedThis address marked our mail as spam

Shown only on our own team's pages.

This appears only on our own staff pages, when a staff member tries to mail an address whose owner marked our mail as spam. That address now gets only the essential mails, such as sign-in codes. Organisation owners do not need to act; if you want our other mails again, mark one of them as "not spam".

email_disposableTemporary e-mail address

What it means. The address belongs to a throwaway mail service whose boxes disappear after a short time, so we do not accept it.

What may have happened. A temporary address was used for the sign-up, an invitation or a change of e-mail; the address's mail service is on the list of throwaway services.

How to fix it.

1. Type the real e-mail address you open every day.
2. Send the form again.

Still stuck? If you are sure the address is a normal, lasting one, contact support from Help → Support or our website with the code from the help link's address (the part after #) and the part of the address after the @.

email_invalidE-mail address not valid

What it means. The address is not written the way an e-mail address must be.

What may have happened. A space or a missing @; two @ signs; a dot at the start or end, or two dots in a row; something missing after the @; a comma instead of a dot.

How to fix it.

1. Check the address letter by letter. It looks like name@example.com.
2. Remove spaces before, inside or after it.
3. Send the form again.

Still stuck? Contact support from Help → Support or our website with the code from the help link's address (the part after #).

email_no_mailThis domain can't receive e-mail

What it means. The part after the @ is not set up to receive mail, so nothing we send would arrive.

What may have happened. A typo after the @; a company domain whose mail is not set up yet; the domain has expired.

How to fix it.

1. Check the part after the @ carefully.
2. If it is a company address, ask whoever runs your company's mail whether it receives mail yet.
3. Or use another address you read every day.

Still stuck? Contact support from Help → Support or our website with the code from the help link's address (the part after #) and the part of the address after the @.

email_noneYour account has no e-mail

What it means. Your account signs in with a name and password and has no e-mail address, so there is no e-mail to change.

What may have happened. Your account was created as a team member with a password only, without an e-mail invitation.

How to fix it.

1. Ask the owner or a manager to invite your e-mail from Team → Invite.
2. Open the link in the invitation mail.
3. You can then sign in to the app with your e-mail.

Still stuck? The owner can contact support from Help → Support with the code from the help link's address (the part after #) and your name on the Team page.

email_sameThat is already your e-mail

What it means. The new address you typed is the one your account already uses.

What may have happened. The old address was typed by mistake; the change was already done earlier.

How to fix it.

1. Look at the address shown at the top of My e-mail.
2. If you want a different one, type the new address and send again.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

email_suggestDid you mean another address?

What it means. The address looks like a typo of a well-known mail service, so the app asks before using it.

What may have happened. A small typo after the @, such as gmial.com for gmail.com, or a missing dot.

How to fix it.

1. If the suggestion is right, pick it.
2. If your address is really as you typed it, choose to keep it. The other checks still run.
3. Send the form again.

Still stuck? Contact support from Help → Support or our website with the code from the help link's address (the part after #).

email_takenThis e-mail is already registered

What it means. Another account already uses this e-mail. One address can belong to only one account.

What may have happened. You already signed up before with this address; the person is already a member of this organisation or of another one; someone took the address while you were confirming it.

How to fix it.

1. If it is your own organisation, sign in instead of signing up (the message shows a sign-in link).
2. For a team invitation, use another address for this person, or check the Team page: they may be there already.
3. For My e-mail, pick another address.

Still stuck? Contact support from Help → Support or our website with the code from the help link's address (the part after #) and the address.

email_unconfirmedThis address is not confirmed yet

Shown only on our own team's pages.

This appears only on our own staff pages, when a staff member tries to mail an address that has not been confirmed with a code. That address only gets the essential mails until its owner signs in with a code. Organisation owners do not need to act.

fa_monthThis month cannot be depreciated now

What it means. The month you asked to run has not ended yet, or it is not the next month in line: the depreciation runs month after month, each once.

What may have happened. The month is still going on; an earlier month has not been run yet; the month you picked was run already.

How to fix it.

1. Open Fixed assets → Depreciation: the preview shows the next month that can be run.
2. Run that month first, then the ones after it, one by one.
3. A month that has not ended can be run from the first day of the next month.

Still stuck? Contact support from Help → Support with the code fa_month and the month.

fa_movedThe asset register moved to Fixed assets

What it means. Books' own asset register (Books → Assets) is now part of the Fixed assets module. Registering, depreciating and disposing of assets happen there; Books' old asset routes only read.

What may have happened. A bookmark, a script or an old page still sends assets to Books → Assets; a connected program uses the old API address.

How to fix it.

1. Open Fixed assets (the menu, or the Assets link in Books): every asset of Books' register is already there, with its depreciation so far.
2. Register new assets, run the month's depreciation and sell or dispose of assets from Fixed assets.
3. A program that used the old address should use /v1/assets instead.

Still stuck? Contact support from Help → Support with the code fa_moved.

fa_offFixed assets are not switched on

What it means. Your organisation has fixed assets in its plan (or as an add-on), but they are not switched on, so the register, the depreciation and the counts are not available.

What may have happened. Nobody has switched them on yet; a manager switched them off; Books is off, and fixed assets need it.

How to fix it.

1. A manager makes sure Books is on and set up (Books → Set-up).
2. Then opens Settings → Fixed assets, ticks "Fixed assets on" and saves.
3. Reload the page you were on.

Still stuck? Contact support from Help → Support with the code fa_off.

fa_stateThis asset changed meanwhile

What it means. The asset, the count or the depreciation run is no longer in a state for what you asked: it was sold or disposed of, changed by someone else, already depreciated for that month, or a run is still going on.

What may have happened. Someone else sold, moved or changed the asset a moment ago; the page was open in two tabs; depreciation is already booked for it, so its cost and life are fixed; a bill line was registered as an asset already; a depreciation run stopped half way; the count was closed.

How to fix it.

1. Reload the page to see where the asset stands now.
2. For a run that stopped half way, open Fixed assets → Depreciation and finish it first.
3. To change what an asset is worth after depreciation was booked, use "Revalue or impair" on its page instead of changing its cost.

Still stuck? Contact support from Help → Support with the code fa_state and the asset's tag (FA-…).

file_brokenThe stored file could not be verified

What it means. The stored bytes of the file did not pass the integrity check (the encryption tag, the size or the SHA-256 fingerprint), so nothing was served. Files are never shown when they cannot be verified.

What may have happened. The storage lost or damaged the object, or it was changed outside LeaseExact.

How to fix it.

1. Try again in a minute (a storage hiccup).
2. If it stays, upload the file again as a new version from your own copy.

Still stuck? Contact support from Help → Support with the code after # in the help link — the event is logged with the file.

file_infectedThe virus scan found something in this file

What it means. The file was scanned before it was stored and the scanner found a threat (or the standard EICAR test file). Nothing was stored; the attempt is logged.

What may have happened. The file carries malware, or it is a test file.

How to fix it.

1. Do not open the file on your computer; scan it with your own anti-virus.
2. Ask the sender for a clean copy and upload that.

Still stuck? Contact support from Help → Support with the code after # in the help link.

file_not_readyThe file is not ready to open

What it means. The file's virus scan has not finished, or it found a threat after the upload. Until a version is clean it is not opened or previewed.

What may have happened. A large file is still being scanned; the scanner marked the version infected.

How to fix it.

1. Wait a few minutes and open it again.
2. If it was found infected, delete the version or the document and upload a clean copy.

Still stuck? Contact support from Help → Support with the code after # in the help link.

file_on_holdThe file is under a legal hold

What it means. A documents admin put the file on legal hold (a dispute, an audit, a request from an authority). While the hold is on, the file and its versions cannot be deleted.

What may have happened. The hold was placed on the document's page with a reason.

How to fix it.

1. Ask the documents admin whether the hold can be lifted (the reason is on the document).
2. Lift it from the document's page when the matter is closed, then delete.

Still stuck? Contact support from Help → Support with the code after # in the help link.

file_quotaYour storage allowance is full

What it means. The files your organisation stored reach your plan's storage allowance, so the new file was not stored.

What may have happened. Many large scans or pictures; old versions kept; a smaller plan.

How to fix it.

1. See the storage used in Settings → Documents.
2. Delete documents you no longer need (holds and retention dates are respected).
3. Upgrade the plan or add storage from Billing.

Still stuck? Contact support from Help → Support with the code after # in the help link.

file_retainedThe file must be kept until its retention date

What it means. The file has a retention date (set by type in Settings → Documents or on the document) and cannot be deleted on or before it. A retention date can be moved later, never earlier.

What may have happened. Tax and contract records are kept for years; someone tried to shorten the date.

How to fix it.

1. Archive the document instead: it leaves the lists but stays kept.
2. Delete it after the retention date.

Still stuck? Contact support from Help → Support with the code after # in the help link.

file_too_largeThe file is empty or too large

What it means. The upload was empty, or bigger than one file may be (the smaller of the server's upload limit and 50 MB).

What may have happened. The file did not finish copying; a very large scan or video; a phone photo at full size inside a PDF.

How to fix it.

1. Choose the file again and wait for the upload to finish.
2. Make it smaller: scan at 200–300 dpi, compress the PDF, or split it.

Still stuck? Contact support from Help → Support with the code after # in the help link.

file_typeThis kind of file can't be stored

What it means. LeaseExact checks what a file really is from its first bytes, not from its name. It stores PDF, JPEG, PNG, WebP, Word / Excel / PowerPoint (docx, xlsx, pptx), OpenDocument (odt, ods, odp) and plain text (txt, csv, md).

What may have happened. The file is another format (HEIC, TIFF, an old .doc or .xls, a ZIP), or its extension does not match its content.

How to fix it.

1. Save or export it as PDF (or a picture as JPEG / PNG).
2. Save old office files in the new format (docx, xlsx, pptx).

Still stuck? Contact support from Help → Support with the code after # in the help link.

forbiddenThis needs a manager

What it means. Your account does not have the right for this action.

What may have happened. You are signed in as a team member without that right; the action is for the owner only (adding a manager, for example); the item belongs to a branch you are not given; a screen or display device tried to do something only a person signed in may do.

How to fix it.

1. Ask the owner or a manager to do it, or to give you the right.
2. If you should do it yourself, ask them to give you the right in Team → the person → Rights.
3. Check that you are working in a branch you are allowed (the branch picker at the top).

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the page where it happened.

forbidden_textYour account lacks a right

What it means. This page needs a right or a role your account does not have. The message names it.

What may have happened. You are a team member and the page needs a right such as reports or stock; the page is for managers or for the owner only.

How to fix it.

1. Ask the owner or a manager to give you the right in Team → the person → Rights.
2. Sign out and in again, or reload, after the right is given.
3. Pages for the owner only cannot be given to others; ask the owner to do the task.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the page's name.

legal_agree_requiredPlease agree to the terms

What it means. You can only sign up after agreeing to the Terms of service and the Privacy policy.

What may have happened. The agreement box at the bottom of the sign-up form was not ticked.

How to fix it.

1. Read the Terms of service and the Privacy policy (the links are next to the box).
2. Tick the box.
3. Press sign up again. The other fields keep what you typed.

Still stuck? Contact us through the contact details on our website with the code from the help link's address (the part after #).

lockedLocked for a while

What it means. There were too many wrong tries, so this sign-in or code is blocked for now.

What may have happened. For an account that signs in with a name and password, 5 wrong passwords in a row lock it for 5 minutes; a 6-digit e-mail code was typed wrong 5 times; the two-step code was wrong 5 times; the My e-mail code was wrong 5 times.

How to fix it.

1. For a name and password: wait 5 minutes, then type the password carefully. A manager can set a new one in Team → Reset password.
2. For an e-mail code: ask for a new code and type the newest one.
3. For two-step: start signing in again.
4. If you did not make these tries yourself, tell the owner.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time.

no_passwordThis account has no password

What it means. The account you chose has no password yet, so it cannot sign in with a name and password.

What may have happened. You are the owner and signed up with your e-mail only; the account was invited by e-mail and never given a password.

How to fix it.

1. In the app, open the setup checklist, step Invite your team, and fill in your own password.
2. For another person, the owner or a manager sets one in Team → Reset password.
3. Sign in again with the name and the new password.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the account's name.

own_offOwner alerts are off

What it means. This needs owner alerts switched on, and they are off for your organisation.

What may have happened. Owner alerts were never switched on; the owner switched them off; for linking Telegram or asking questions there, "Telegram questions" is off.

How to fix it.

1. The owner opens Settings → Owner alerts.
2. Switch on owner alerts, and Telegram questions if you want them.
3. Save, then open Owner alerts or Ask your business again.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

week_off"Your week" is not available

What it means. The weekly voice note "Your week" cannot be made: the voice is not set up on this server yet, or the feature is off for your organisation.

What may have happened. The owner has not ticked "Your week" under Settings → Owner alerts; owner alerts are off; the service has not set up the voice on this server yet, so the switch is not shown.

How to fix it.

1. The owner opens Settings → Owner alerts.
2. Make sure owner alerts are on and tick "Your week", then save.
3. If the "Your week" card is not on that page, the voice is not set up yet: nothing to do on your side, the notes start once it is.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

week_noneNo weekly note to play

What it means. There is no "Your week" note (or no audio) by that name for your organisation.

What may have happened. The first note has not been made yet (it comes on the morning of the week's first day); the link is from another organisation or an old note; the voice could not be made that week, so there are only the words.

How to fix it.

1. Open Owner alerts and look at the "Your week" card: the newest note is there, with its words.
2. The owner can press "Make last week's note now" on that card.
3. Open the newest note from the card rather than an old link.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

own_w_badCheck the values

What it means. Some boxes on Settings → Owner alerts hold a value the page cannot use. The message lists them by short names.

What may have happened. A letter or a minus sign in an amount; a percentage above 100; a number of minutes outside the range the box allows; a time not written like 09:00.

How to fix it.

1. Find the boxes the message names (for example void_min is the smallest void amount).
2. Use whole numbers in the allowed range, and times like 09:00 or 23:30.
3. Leave a box empty if you do not need it, then save.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the full message.

own_w_hook_errorTelegram did not accept the connection

What it means. Your settings were saved, but Telegram refused to connect your bot to your organisation, so questions sent to the bot will not arrive.

What may have happened. The bot token is wrong, was changed in Telegram or the bot was deleted; the bot is not set in Settings → Integrations; Telegram was briefly unreachable.

How to fix it.

1. Open Settings → Integrations and paste the bot token again, exactly as Telegram gave it.
2. Return to Settings → Owner alerts and save again.
3. If the message names a reason, follow it.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the reason shown after the colon.

password2Passwords do not match

What it means. The two password boxes are not the same, so nothing was saved.

What may have happened. A typo in one box; the keyboard was in another language or Caps Lock was on; for your own password, it is shorter than 4 characters.

How to fix it.

1. Type the password again in both boxes, slowly.
2. Check the keyboard language and Caps Lock.
3. Use at least 4 characters.
4. Save again.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the page you were on (Team or Invite your team).

rate_limitedToo many requests

What it means. Too many tries came in a short time, so the server asks you to slow down for a moment.

What may have happened. You asked for many sign-in codes (5 per address per hour); many sign-ups came from your internet connection; the app sent a burst of actions; many questions to Ask your business.

How to fix it.

1. Wait a minute and try again. For sign-in codes, wait up to an hour, and use the newest code you already have.
2. Do not press the button again and again; one press is enough.
3. What was already saved stays saved: repeat only the action that was refused.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #), the time and what you were doing.

readonly_sessionThis session is read-only

Shown only on our own team's pages.

This appears when our staff look at an organisation in a view-only session, or in a support session, and try to change something or to take the organisation's data away. Such sessions can only read; the organisation's own people are not affected. Organisation owners do not need to act; to let support make changes, allow it under Help → Support.

reauth_neededSign in again before changing your e-mail

What it means. To protect your account, an e-mail change must start soon after you sign in with a code.

What may have happened. You signed in more than 30 minutes ago; the browser stayed signed in from an earlier day.

How to fix it.

1. Sign out.
2. Sign in again with your e-mail and the new 6-digit code.
3. Within 30 minutes, open My e-mail and type the new address.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

revokedThis device was revoked

What it means. This device was removed from your organisation, so the server no longer accepts it.

What may have happened. The owner or a manager removed it in the settings; our staff removed it at your request.

How to fix it.

1. Ask the owner whether the removal was on purpose.
2. To use this device again, sign in to the app on it again, or connect it again from the settings page where it was added.
3. What was saved before the removal stays in your organisation's data; nothing needs to be moved.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the device's name.

support_admin_nameEnter your name

Shown only on our own team's pages.

This appears only on our own staff pages, when a staff member opens a support session without typing their name. The name, 2 to 40 characters, goes on the organisation's activity log. Organisation owners do not need to do anything.

support_blockedThis area is closed to support

Shown only on our own team's pages.

This appears when our staff, working in a support session, open an area that is always closed to support: billing and payment, accounts and passwords, exports and deletion, the tax secrets. The organisation's owner or a manager does these themselves. Organisation owners do not need to act unless support asks them to do such a task.

support_busyAnother support session is open

Shown only on our own team's pages.

This appears only on our own staff pages: the organisation already has a support session open, with another staff member or with a code. Wait until it ends, or ask the organisation for a support code. Organisation owners do not need to act.

support_code_usedSupport code already used

Shown only on our own team's pages.

This appears only on our own staff pages: the support code works once and was already used. Ask the organisation to allow support again under Help → Support to get a new code. Organisation owners only need to do this when our staff ask.

support_code_wrongWrong support code

Shown only on our own team's pages.

This appears only on our own staff pages, when the support code typed does not match the organisation's. After 5 wrong codes the permission is cancelled and the organisation must allow support again under Help → Support. Organisation owners only need to read out the code again when our staff ask.

support_endedSupport session ended

Shown only on our own team's pages.

This appears to our staff when the support session has run out (at most one hour after the organisation allowed it) or the organisation ended it. To go on, ask the organisation to allow support again under Help → Support. Organisation owners do not need to act.

support_no_consentThe organisation has not allowed support editing

Shown only on our own team's pages.

This appears only on our own staff pages: the organisation has not allowed support to make changes right now, or the permission ran out. The owner or a manager can allow it for one hour under Help → Support. Organisation owners only need to do this when they want our help.

support_nocode_offHelp without a code is off

Shown only on our own team's pages.

This appears only on our own staff pages: the organisation turned off help without a code (Help → Support or Settings → Organisation). Ask the organisation for a support code instead. Organisation owners do not need to act.

support_scopeNot one of the simple tasks

Shown only on our own team's pages.

This appears to our staff in a help session without a code, which may only do simple tasks: products, prices, stock, the printed sale's layout, printer and tax settings, tables and the menu. For bigger jobs they ask the organisation for a support code. Organisation owners do not need to act unless asked for a code.

totp_requiredTwo-step code required

What it means. Your account has two-step sign-in, so the server needs the code from your authenticator app as well.

What may have happened. The sign-in stopped after the e-mail code; the two-step page was closed or left open too long.

How to fix it.

1. Open your authenticator app and find this organisation's account.
2. Type the current 6-digit code on the two-step page, or one of your recovery codes.
3. If the page is gone or timed out, sign in again from the start.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #). If you lost the phone and the recovery codes, tell us so.

unauthorizedPlease sign in again

What it means. The server could not tell who is asking, so it refused. You need to sign in again.

What may have happened. Your browser session ended (it lasts 30 days, or you signed out everywhere); a manager signed this device out; the device's clock is more than 2 minutes wrong; the device was removed from your organisation; a staff self-service link is no longer valid.

How to fix it.

1. In the app, sign in again with your e-mail code.
2. If someone else uses this device, they sign in again with their own account.
3. Set the device's date, time and time zone to automatic.
4. If it keeps happening, ask the owner or a manager whether your access was removed (Team → the person).

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #), the page and the time.

wiz_pin_4The PIN is 4 digits

What it means. The new waiter's PIN in the table ordering setup must be exactly 4 digits.

What may have happened. Fewer or more than 4 digits; a letter, space or symbol in the PIN.

How to fix it.

1. Open Settings → Table ordering, step Staff.
2. Type a PIN of 4 digits only, like 4821.
3. Continue. The waiter uses this PIN to sign in.
4. If you need no waiter, leave the waiter's name empty.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

crm_stateThe campaign, flow or deal has moved on

What it means. You tried an action on a campaign, a flow or a deal that is no longer at that step: the campaign was already started, finished or cancelled, it was paused or resumed in another tab, a deal was moved by someone else, or the page had old figures. Nothing was changed by this attempt.

What may have happened. The Start button was pressed twice; a colleague changed the same campaign or deal; the campaign finished sending while the page was open; you tried to edit a campaign that is already sending.

How to fix it.

1. Reload the page to see the campaign or deal as it is now.
2. A campaign that has started cannot be edited: cancel it and make a new one if the message must change.
3. If a deal is in the wrong column, move it again with its buttons.

Still stuck? Contact support from Help → Support with the code after # in the help link and the campaign's name.

crm_channelThe message cannot go

What it means. The campaign or flow cannot send on the channel you chose, or there is nobody to send it to: WhatsApp is not connected (the front desk add-on and its number), SMS is not available yet, nobody in the segment agreed to messages on that channel and has a number or an e-mail, or the text uses a placeholder the CRM does not know.

What may have happened. The front desk was never connected or was disconnected; the segment's customers have not been asked for their consent yet; a placeholder was typed with a spelling mistake, such as {nmae}.

How to fix it.

1. For WhatsApp, connect the front desk in Settings → Front desk (it needs the add-on).
2. Record the customers' consent on their CRM page (only with their agreement), or choose e-mail.
3. Use only {name}, {points}, {stamps}, {balance}, {coupon}, {shop} and {link} in the text.

Still stuck? Contact support from Help → Support with the code after # in the help link and the campaign's name.

sub_stateThe subscription is no longer at that step

What it means. You tried an action on a subscription, a plan or a subscription invoice that has moved on: the subscription was cancelled, paused or resumed, the invoice was paid or voided, the plan is no longer sold, the family plan has no room for another member, or someone changed it in another tab. Nothing was changed by this attempt.

What may have happened. The customer cancelled or paused from their own page; the dunning schedule suspended or cancelled the subscription for an unpaid invoice; the invoice was paid on a sale, by pay link or on the customer's account; the pause asked for is longer than your organisation allows; the same button was pressed twice; the page had been open a long time.

How to fix it.

1. Reload the page to see the subscription as it is now.
2. If it was suspended for an unpaid invoice, take the payment: it is active again at once.
3. If the pause is too long, pick an end date within the longest pause your organisation allows (Settings → Subscriptions).
4. If the plan is no longer sold, choose another plan or switch "Sold" back on in the plan.

Still stuck? Contact support from Help → Support with the code after # in the help link and the subscription's number.

sub_amountNothing to bill, or more than is owed

What it means. You asked to bill a subscription with nothing due yet, or to record a payment larger than what is left of the invoice. Nothing was billed or recorded.

What may have happened. The next bill is on a later day (subscriptions are billed automatically, each on its own billing day); the invoice was already partly paid; the amount was typed with an extra zero.

How to fix it.

1. Look at "Next bill" on the subscription: the invoice is made on that day by itself.
2. For a payment, type at most the "Left" amount of the invoice, or leave it as offered.

Still stuck? Contact support from Help → Support with the code after # in the help link and the invoice's number.

sub_used_upNothing of this item is left this period

What it means. The subscriber has already used everything this item includes in the current period (for example the eight visits of the month). Nothing was redeemed.

What may have happened. The units were used earlier this period, on another sale or by a delivery order; a family member used them; more units were asked for than are left.

How to fix it.

1. Look up the subscriber again on the sale to see what is left of each item.
2. Sell the extra unit as an ordinary sale, or wait for the next period: the counters start again on the next bill.

Still stuck? Contact support from Help → Support with the code after # in the help link and the subscription's number.

bad_pictureThis file is not a picture

What it means. The server could not read the file you sent as a picture. It takes JPEG, PNG and WebP pictures only.

What may have happened. The file is another kind, such as a phone's HEIC photo, a GIF or a PDF; the file is damaged or did not finish downloading; the picture is extremely large in pixels (above about 40 megapixels).

How to fix it.

1. Save or export the picture as JPEG or PNG. On an iPhone, share it as "Most Compatible" or take a screenshot of it.
2. Crop or shrink a very wide or very large picture.
3. Upload it again.

Still stuck? Contact support from Help → Support with the code after # in the help link, the page and the file's type.

bulk_preview_failedThe preview could not be calculated

What it means. On Products → Bulk edit & price change, the app could not work out the new prices to show you. Nothing has been changed.

What may have happened. The number typed is one no price can take (a huge number, or −100 % or less without ticking the box that lets prices become zero); the connection dropped; you were signed out.

How to fix it.

1. Read the text after the dash in the red line: it says what went wrong.
2. Type a sensible percent (like 10 or −5) or amount.
3. Check your connection, refresh and press "Show the preview" again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the numbers you typed.

cadd_bad_barcodeThis barcode cannot go into the shared catalogue

Shown only on our own team's pages.

This message appears on our own staff pages, where our team adds products to the shared catalogue. It means the barcode typed or scanned is not a valid product barcode (a wrong check digit, an in-house code or a code that is too short). Organisation owners do not need to act.

cadd_barcode_changeAn addition's barcode cannot change

Shown only on our own team's pages.

This message appears on our own staff pages for the shared catalogue's additions. A product already added keeps its barcode; to correct it, our team hides that addition and adds the product again with the right barcode. Shop owners do not need to act.

cadd_barcode_or_noneScan the barcode, or choose «no barcode»

Shown only on our own team's pages.

This message appears on our own staff pages when our team adds a product to the shared catalogue without a barcode and without ticking «no barcode». Either the barcode or that choice is needed. Organisation owners do not need to act.

cadd_name_requiredType the product's name

Shown only on our own team's pages.

This message appears on our own staff pages when our team adds a product to the shared catalogue. The name is missing, too short, or only a price or a number; it should read brand + product + size. Organisation owners do not need to act.

cadd_no_barcode_foundNo barcode found in the photo

Shown only on our own team's pages.

This message appears on our own staff pages when our team photographs a barcode to add a product to the shared catalogue. The server could not read a barcode in the photo; a closer, sharper, straighter photo or typing the digits fixes it. Organisation owners do not need to act.

cadd_picture_missingThe picture is missing

Shown only on our own team's pages.

This message appears on our own staff pages for the shared catalogue's additions. The picture taken for the product was not found on the server by the time it was saved, so it has to be taken again. Organisation owners do not need to act.

data_is_productsThis file is a product list, not a full copy

What it means. On Settings → Data you picked a file that is a list of products (a CSV or Excel sheet), not a full copy of your data. This page only brings in full copies.

What may have happened. You picked the wrong file in the folder; you meant to bring in your products only.

How to fix it.

1. To bring in a product list, open Products → Import & export and upload the same file there.
2. To bring in everything, use a full copy (backup) of your data and upload that file on Settings → Data instead.

Still stuck? Contact support from Help → Support with the code after # in the help link and the name of the file you picked.

imp_e_emptyThe file is empty

What it means. On Settings → Bring your data, the file you sent has nothing in it, or no file was picked before you pressed the button.

What may have happened. You pressed the button before choosing a file; the file was saved empty; it was still being downloaded or copied when you picked it; a cloud folder (like a synced drive) had not finished bringing the file to this computer.

How to fix it.

1. Open the file on your computer to check it really has your rows in it.
2. If it is empty, save or export it again from the program it came from.
3. Pick the file again and press the button once.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's name.

import_againPlease upload the file again

What it means. You were asked whether to bring in just the products of a backup file, and the app no longer holds that file when you said yes. Nothing was imported.

What may have happened. More than 15 minutes passed between the question and your answer; the button was pressed twice; the server restarted in between; several large imports were waiting at the same moment.

How to fix it.

1. On Products → Import & export, pick the same file again.
2. Press «Import».
3. When the question appears, answer it straight away.

Still stuck? Contact support from Help → Support with the code after # in the help link, the file's name and when you tried.

import_csv_too_bigThe product file is bigger than 6 MB

What it means. On Products → Import & export, a product list (CSV, text or Excel) can be at most 6 MB. A full backup file may be larger, a plain list cannot.

What may have happened. The list has very many rows or columns; it was exported with columns you do not need; it is a CSV, which is much bigger than the same sheet saved as Excel.

How to fix it.

1. Remove the columns you do not need.
2. Save it as an Excel workbook (.xlsx), which is usually much smaller.
3. If it is still too big, split it into several files (one import takes up to 5,000 rows) and import them in turn.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's size.

import_emptyPick the file first

What it means. On Settings → Data or Products → Import & export, no file was picked, the file is empty, or it has no product rows the app could use.

What may have happened. The button was pressed before choosing a file; the file was saved empty or was still downloading; the sheet has headings but no rows, or no column for the product's name.

How to fix it.

1. Press the file button, pick the file, then press the import button.
2. Open the file on your computer to check it has rows in it.
3. For a product list, make sure one column holds the product names. Settings → Bring your data offers an empty template.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's name.

import_failedImport failed

What it means. On Products → Import & export, the app could not open the file at all. Nothing was imported. The text after "Import failed:" says more.

What may have happened. The file is damaged or was cut short while downloading; it is protected with a password; it is a zipped file the app could not unpack.

How to fix it.

1. Open the file on your computer to check that it opens and shows your products.
2. Remove any password from it.
3. Save it again as an Excel workbook (.xlsx) or as "CSV UTF-8".
4. Import the new file.

Still stuck? Contact support from Help → Support with the code after # in the help link and the words after "Import failed:".

import_runningAn import is running

What it means. Another import for your organisation is still working. Only one import, or undo of an import, can run at a time.

What may have happened. Someone started a full copy on Settings → Data, or an import or its undo on Settings → Bring your data, and it has not finished.

How to fix it.

1. Open Settings → Data or Settings → Bring your data and look at the latest import's status.
2. Wait until it says it is done, then try again. A large file can take several minutes.
3. If the status has not moved for more than 15 minutes, refresh the page and try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and when the first import started.

import_too_bigThe file is bigger than 48 MB

What it means. On Settings → Data, the full copy you picked is larger than the 48 MB the app takes in one upload. Nothing was imported.

What may have happened. The copy holds many years of sales or many pictures; you picked a different, larger file by mistake (for example a whole zipped folder).

How to fix it.

1. Check that the file is the full copy (backup) itself and not a larger folder or archive.
2. If you only need your products, bring them in on Products → Import & export instead.
3. If the right copy is simply too large, contact support: we can help bring it in.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's size.

media_quotaYour plan's picture space is full

What it means. Every organisation has room for a certain amount of pictures, set by its plan. This picture would go over that room, so it was not saved.

What may have happened. Many products, or offers on the restaurant screens, already have pictures; pictures of products you no longer sell are still kept.

How to fix it.

1. A product's page shows "Picture space": how much is used of how much.
2. Remove pictures you do not need. A picture several products share frees space only when none of them shows it.
3. Reuse one picture file for similar products: the same picture is stored only once.
4. For more room, the owner or a manager can upgrade on the Billing page.

Still stuck? Contact support from Help → Support with the code after # in the help link.

pic_err_bad_pictureThat file is not a picture; the product was saved

What it means. Your changes to the product were saved, but the picture was refused because the server could not read it. It takes JPEG, PNG and WebP pictures only.

What may have happened. The file is another kind, such as a phone's HEIC photo, a GIF or a PDF; the file is damaged; the picture is extremely large in pixels (above about 40 megapixels).

How to fix it.

1. Save or export the picture as JPEG or PNG (on an iPhone, share it as "Most Compatible" or take a screenshot).
2. Crop or shrink a very large picture.
3. Open the product again and choose the new picture.
4. Press Save.

Still stuck? Contact support from Help → Support with the code after # in the help link, the product's name and the file's type.

pic_err_media_quotaPicture space is full; the product was saved

What it means. Your changes to the product were saved, but the picture was not, because your plan's picture space is full.

What may have happened. Many products, or offers on the restaurant screens, already have pictures; pictures of products you no longer sell are still kept.

How to fix it.

1. Look at "Picture space" on the product's page to see how much is used.
2. Remove pictures you do not need from other products. A picture shared by several products frees space only when none of them shows it.
3. Open this product again and choose the picture.
4. For more room, the owner or a manager can upgrade on the Billing page.

Still stuck? Contact support from Help → Support with the code after # in the help link and the picture space shown.

pic_err_otherThe picture was not saved; the product was saved

What it means. Your changes to the product were saved, but sending its picture failed for a reason other than the file or the space.

What may have happened. The connection dropped while the picture was uploading; the server was busy for a moment; someone changed the same product at the same moment; your rights to edit products were changed; your organisation is read-only because the subscription is not paid.

How to fix it.

1. Check your connection.
2. Open the product again; it shows your saved changes.
3. Choose the picture again and press Save.
4. If the page says your organisation is read-only, the owner can pay on the Billing page.

Still stuck? Contact support from Help → Support with the code after # in the help link, the product's name and when it happened.

pic_err_picture_too_largeThe picture is larger than 5 MB; the product was saved

What it means. Your changes to the product were saved, but the picture file is bigger than the 5 MB the app takes, so it was not sent.

What may have happened. It is a full-size photo from a good camera or phone; a scan saved at very high quality; a photo saved as PNG, which is often much bigger than JPEG.

How to fix it.

1. Shrink the picture with your photo app, or send it to yourself through a chat app. A long side of 1200 pixels is plenty: the app shrinks it to that anyway.
2. Save photos as JPEG rather than PNG.
3. Open the product again, choose the smaller picture and press Save.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's size.

picture_too_largeThe picture is too large

What it means. The picture file is bigger than the 5 MB the server takes, so it was not saved.

What may have happened. It is a full-size photo straight from a camera or a phone; a scan saved at a very high quality; a photo saved as PNG, which is often much bigger than JPEG.

How to fix it.

1. Shrink the picture with your phone or computer's photo app, or send it to yourself through a chat app, which shrinks it.
2. A long side of 1200 pixels is plenty: the app shrinks every picture to that size anyway.
3. Save photos as JPEG rather than PNG.
4. Upload the smaller picture again.

Still stuck? Contact support from Help → Support with the code after # in the help link, the page and the file's size.

rst_d_no_phoneThis supplier has no WhatsApp or phone number

What it means. On Inventory → Reorder you pressed "Send on WhatsApp", but the app has no number to send this supplier's order to.

What may have happened. The supplier's terms have no WhatsApp number and the supplier's card has no phone; the number saved is too short or incomplete.

How to fix it.

1. Type the supplier's full WhatsApp number in Settings → Reorder and expiry → Supplier terms, or a phone number on the supplier's card under Suppliers.
2. Go back to Inventory → Reorder and press "Send on WhatsApp" again.
3. Meanwhile you can print the order, save it as a file, or e-mail it.

Still stuck? Contact support from Help → Support with the code after # in the help link and the supplier's name.

rst_err_expired_lotExpired stock cannot be sold

What it means. The sale takes stock from a lot whose expiry date has passed, and your organisation is set to block such sales. The sale was not made.

What may have happened. The pack really is past its date; the pack is fresh, but the records still hold an older, expired lot (sales take the first-expiring lot first).

How to fix it.

1. Check the date on the pack. If it has expired, take it off the shelf.
2. If the pack is fresh, write off or return the expired lot on Inventory → Expiry control, then sell again.
3. A manager can change "An expired lot on a sale" in Settings → Reorder and expiry.

Still stuck? Contact support from Help → Support with the code after # in the help link and the product's name.

rst_err_needs_lotsExpiry control needs lots switched on first

What it means. Expiry control follows each delivery's own expiry date, which needs lots. Lots are switched off for your organisation, so expiry control cannot be switched on.

What may have happened. Lots were never switched on; someone switched them off; your plan does not include lots.

How to fix it.

1. Ask the owner to open Settings → Features and switch on lots (every delivery becomes a lot with its own expiry).
2. If lots cannot be ticked because of the plan, the owner or a manager can upgrade on the Billing page.
3. Go back to Settings → Reorder and expiry and switch on expiry control.
4. Receive new deliveries with their expiry dates so the lots start to fill in.

Still stuck? Contact support from Help → Support with the code after # in the help link.

rst_err_no_emailThis supplier has no e-mail address yet

What it means. You pressed "E-mail" to send an order to a supplier on Inventory → Reorder, but no e-mail address is saved for that supplier.

What may have happened. The supplier's terms were never filled in; the address was cleared; the order is for a different supplier from the one you set up.

How to fix it.

1. Open Settings → Reorder and expiry → Supplier terms.
2. Type the supplier's e-mail address and save.
3. Go back to Inventory → Reorder and press "E-mail" again.
4. Meanwhile you can print the order, save it as a file, or send it on WhatsApp.

Still stuck? Contact support from Help → Support with the code after # in the help link and the supplier's name.

rst_err_nothingNothing to post: no lot with stock was picked

What it means. On Inventory → Expiry control you asked to write off or return lots, but none of the lots picked still has stock. Nothing was changed.

What may have happened. No lot was ticked; the lots were already written off or returned, by someone else or by a second press of the button; the stock was sold meanwhile; the lots are not ones this supplier takes back.

How to fix it.

1. Refresh the page so the list shows the stock as it is now.
2. Tick the lots you want, or use "Write off expired" for every expired lot.
3. For a return, pick the supplier first, then the lots shown for them.

Still stuck? Contact support from Help → Support with the code after # in the help link and the products involved.

rst_err_offSwitched off

What it means. Smart reorder or expiry control is switched off for your organisation, so its page has nothing to show and cannot act.

What may have happened. It was never switched on; an owner or manager switched it off.

How to fix it.

1. Ask the owner or a manager to open Settings → Reorder and expiry.
2. Tick "Smart reorder" or "Expiry control" and save. Expiry control also needs lots (Settings → Features).
3. If the settings page says your plan does not include it, the owner or a manager can upgrade on the Billing page.
4. Open Inventory → Reorder or Inventory → Expiry control again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

sharing_offThe shared catalogue is for sharing organisations only

What it means. The shared catalogue, and the updates it offers for your products, are for organisations that share their own product list with it. Your organisation has switched sharing off.

What may have happened. The owner unticked sharing in Settings → Integrations; you then opened Products → Catalogue picker or Catalogue updates.

How to fix it.

1. Ask the owner to open Settings → Integrations.
2. Tick "Share my products in the shared catalogue" and save. Only names, barcodes and categories are shared, never prices.
3. Open the catalogue again.
4. If you prefer not to share, add products by hand or on Products → Import & export.

Still stuck? Contact support from Help → Support with the code after # in the help link.

wgt_w_bad_prefixThe prefix does not fit that layout

What it means. On Settings → Weight and volume, the prefix you typed for a scale label layout cannot be used. A prefix is digits only.

What may have happened. A letter, space or sign was typed in the prefix box. (A prefix with a different number of digits from the layout's is not used: the layout keeps its own.)

How to fix it.

1. Look at a label from your scale: its first digits are the prefix (scale labels use 20 to 29).
2. Type the prefix as digits only, with exactly as many digits as the layout shows.
3. Save again.

Still stuck? Contact support from Help → Support with the code after # in the help link, the layout and the prefix.

wgt_w_pick_templatePick a template first

What it means. On Settings → Weight and volume, you pressed "Apply the template" without choosing a business template.

What may have happened. The template list was left on its empty first choice; the page was reloaded and the choice was lost.

How to fix it.

1. In "Business type", pick the one closest to your trade.
2. Press "Apply the template". It fills in typical containers and units and switches weighing on.
3. Change anything you like afterwards and save.

Still stuck? Contact support from Help → Support with the code after # in the help link.

backupThis is a full backup, not a list

What it means. The file you brought into Bring your data (the import of products, customers, suppliers or stock) is a whole backup copy of an organisation's data, not a sheet of products or customers. A backup is restored, not imported.

What may have happened. The backup file was picked by mistake; the file was named like a product list.

How to fix it.

1. To bring the whole backup back, use Settings → Data in the app.
2. To import only products or customers, export them as an Excel or CSV sheet first and bring that file.

Still stuck? Contact support from Help → Support (or the contact details on this website) with the file's name and what you want to bring in.

damagedThe workbook is damaged and cannot be read

What it means. The Excel file (.xlsx) could not be opened: its inside is broken or incomplete.

What may have happened. The download or the copy did not finish; the file came from a program that writes Excel files badly; it is a different kind of file renamed to .xlsx.

How to fix it.

1. Open the file in Excel (or another spreadsheet program) and save it again as .xlsx.
2. Or save it as CSV and bring that file.
3. If it does not open in Excel either, get the file again from where it came.

Still stuck? Contact support from Help → Support with the file, if it holds no private data.

empty · rf_emptyThe file is empty

What it means. The file you chose has nothing in it (0 bytes), whether it is a sheet or a backup copy you are bringing in (Bring your data).

What may have happened. The download failed; the copy did not finish; a new empty file was chosen by mistake.

How to fix it.

1. Check the file's size in the folder: an empty file shows 0 KB.
2. Download or copy the file again, and wait until it finishes.
3. Choose the full file.

Still stuck? Contact support from Help → Support with the file's name and where it came from.

not_tableThis file has no table in it

What it means. Bring your data reads tables (Excel or CSV), and this file is something else.

What may have happened. A picture, a PDF, a Word file or a program was chosen; the file's name ends in .csv or .xlsx but it is not one.

How to fix it.

1. Open the list in Excel (or the program that made it) and save it as .xlsx or CSV.
2. Bring that file.

Still stuck? Contact support from Help → Support with the file's name and the program that made it.

odsThis is an OpenDocument sheet (.ods)

What it means. The file is a LibreOffice or OpenOffice sheet; Bring your data reads Excel (.xlsx) and CSV files.

What may have happened. The list was made in LibreOffice or OpenOffice.

How to fix it.

1. Open it there and choose Save as → Excel 2007-365 (.xlsx), or CSV.
2. Bring the saved file.

Still stuck? Contact support from Help → Support with the file's name.

old_excelThis is an old Excel file (.xls)

What it means. The file uses the old Excel format, which the import does not read.

What may have happened. The list was saved by an old version of Excel or by another program in the old format.

How to fix it.

1. Open the file in Excel and choose Save as → Excel Workbook (.xlsx), or CSV.
2. Bring the saved file.

Still stuck? Contact support from Help → Support with the file's name.

rf_bad_entryThe file is damaged: a line cannot be read (…)

What it means. Bring your data found a line inside the backup file that is not in the backup's own format, so it did not open the file. Nothing in your data changed.

What may have happened. The file was opened and saved in a text editor (such as Notepad) or a spreadsheet; the file was cut or mixed with another one during a copy.

How to fix it.

1. Use the original file as it was downloaded, without opening it in another program first.
2. If you only have this copy, download a new one (Settings → Data → Download a copy).

Still stuck? Contact support from Help → Support with the file's name and size; keep the file.

rf_bad_nameThe file holds a part whose name is not allowed (…), so it was not opened

What it means. A part inside the backup file has a name that could write outside its own folder. For safety the app refused the whole file.

What may have happened. The file was changed by another program; it is not a backup made by the app.

How to fix it.

1. Use a backup file downloaded from the app (Settings → Data).
2. Do not open or edit backup files with other programs.

Still stuck? Contact support from Help → Support with where the file came from.

rf_cannot_readCould not read the file: …

What it means. The file could not be read. The message adds the reason that was given.

What may have happened. The file is still downloading or is open in another program; the drive it was on was removed; the upload broke off.

How to fix it.

1. Wait until the download has finished and close other programs that may have the file open.
2. Copy the file to your Documents folder (or your phone's own storage) and choose it from there.
3. Try again.

Still stuck? Contact support from Help → Support with the reason shown.

rf_cutThe file is cut short: the part «…» is incomplete

What it means. The backup file ends in the middle of one of its parts: it was not fully downloaded or copied.

What may have happened. The download stopped; the copy was interrupted; the disk was full during the copy.

How to fix it.

1. Download the copy again (Settings → Data → Download a copy), or copy the file again and wait until it finishes.
2. Choose the new file.

Still stuck? Contact support from Help → Support with the file's name and size.

rf_damagedThe file is damaged near the part «…»

What it means. The backup file's content is broken near the named part, so the app did not open it. Nothing in your data changed.

What may have happened. The file was opened and saved in a text editor such as Notepad (this breaks it); the copy was damaged on the way.

How to fix it.

1. Use the original file, never one saved again by another program.
2. Or download a new copy (Settings → Data → Download a copy).

Still stuck? Contact support from Help → Support with the file's name; keep the file.

rf_no_dataThe file holds no data (no products, customers, settings or sales)

What it means. The backup file is valid but holds none of your organisation's data, so there is nothing to bring in.

What may have happened. The backup was made from a new, empty organisation; the wrong file was chosen.

How to fix it.

1. Check the file's date and size; choose the backup made from the organisation that has the data.

Still stuck? Contact support from Help → Support with the file's name and date.

rf_not_backupThis is not a backup file of the app

What it means. The file chosen is not a backup copy made by the app.

What may have happened. A different file was chosen (a sheet, a picture, a PDF); the backup is from another program.

How to fix it.

1. Choose the file you downloaded from Settings → Data (Download a copy), or a move file (.pmbak).
2. To bring a product list, choose the sheet itself (Excel or CSV) in Bring your data.

Still stuck? Contact support from Help → Support with the file's name.

too_bigThe file is larger than … MB

What it means. Bring your data takes files up to the size shown (20 MB unless set otherwise) and up to 50,000 rows.

What may have happened. The sheet holds pictures or many unused rows and columns; several lists are in one file.

How to fix it.

1. Split the list into smaller files (for example by category) and bring them one after the other.
2. Remove pictures and empty sheets from the file, or save it as CSV, which is much smaller.

Still stuck? Contact support from Help → Support with the file's size and row count.

zip_bombThe workbook unpacks to far more than its size — it was refused for safety

What it means. An Excel file is packed; this one would unpack to far more than it should, which is how harmful files are made, so the app refused it before opening it.

What may have happened. The file was made by an unusual program; it holds a huge empty area of cells; rarely, it is a harmful file.

How to fix it.

1. Open the file in Excel, delete the empty rows and columns after your data, and save it again.
2. Or save it as CSV and bring that.
3. If the file came from someone you do not know, do not open it.

Still stuck? Contact support from Help → Support with where the file came from.

archivedThis period is archived

What it means. You asked for something from a period that is no longer kept ready to view in the app, because it is older than the app keeps at hand.

What may have happened. You opened a report or a sale from a long time ago; a date range in a report reaches too far back.

How to fix it.

1. Pick a more recent period, or shorten the date range so it starts later.
2. If you need the old figures (for your accountant, for example), contact support and tell us which months.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #), the page and the dates you asked for.

coupon_alreadyYour organisation already has a coupon

What it means. An organisation can hold one discount code at a time, and yours already has one.

What may have happened. A code was entered earlier or added for you at sign-up; your account already has the first-year discount.

How to fix it.

1. Open Billing → Change plan or Billing → Payment and look at the "Have a code?" box: it shows the code you have.
2. If no payment has used it yet, press "Remove the code" and enter the new one.
3. If a payment already used it, it stays until its months end; you can enter a new code after that.
4. An invitation code from another organisation is different: you can still enter it next to your discount code.

Still stuck? Contact support from Help → Support with both codes.

coupon_existsThis code already exists

Shown only on our own team's pages.

This message appears on our own staff pages, when a new discount code or a partner's code is made with a name that another code already uses. Every code name must be unique. Organisation owners do not need to act.

coupon_expiredThis coupon code has expired

What it means. The code is real, but its last day has passed.

What may have happened. The offer ended; the code's last day ended in our time zone, which can be a few hours before or after the end of the day where you are; you are using an old flyer, link or message.

How to fix it.

1. Check the date on the offer where you found the code.
2. Look at Billing → Change plan or Billing → Payment: the "Have a code?" box may show the offer running now.
3. Ask whoever gave you the code whether a newer one exists.

Still stuck? Contact support from Help → Support with the code and where you got it.

coupon_invalidThis coupon code is not valid

What it means. The server does not know this code, or it has been switched off.

What may have happened. A typing mistake (a letter for a digit, a missing character); spaces or extra characters were pasted with it; the code was switched off; it is an invitation code of an organisation that no longer has an account.

How to fix it.

1. Type the code again carefully, letters and digits exactly as given, with no spaces.
2. If you got it as a link, open the link itself: the code fills in by itself on the sign-up page.
3. Ask whoever gave you the code to check it.
4. Enter the code on Billing → Change plan or Billing → Payment (owner only).

Still stuck? Contact support from Help → Support with the code and where you got it.

coupon_lockedThis code is already used and cannot be removed

What it means. You tried to remove your discount code, but a payment has already used it.

What may have happened. You paid at least one invoice with the discount; a card payment started the discount on your subscription.

How to fix it.

1. Nothing is wrong: the discount keeps running for the months the code gives.
2. Open Billing → Change plan to see how many months are left and until when.
3. Once those months end, you can enter another code.

Still stuck? Contact support from Help → Support if you think the code was used by mistake.

coupon_new_onlyThis coupon code is for new subscriptions only

What it means. This code is only for an organisation's first paid subscription, and yours has paid before.

What may have happened. Your organisation already paid at least one invoice with money; a discount code already ran on it earlier.

How to fix it.

1. Check Billing → Invoices: a paid invoice there means your organisation is no longer new.
2. Ask whoever gave you the code whether there is an offer for existing customers.
3. An organisation that only received a free month through an invitation still counts as new; if that is your case, contact support.

Still stuck? Contact support from Help → Support with the code.

coupon_not_startedThis coupon code is not active yet

What it means. The code is real, but its offer has not started yet.

What may have happened. The offer starts on a later day or at a later hour; you got the code before its start; another offer is still running and this code follows it.

How to fix it.

1. Check the start date where you found the code.
2. Enter it again once the offer has started.
3. If you pay before then, the code cannot be added to that payment.

Still stuck? Contact support from Help → Support with the code and where you got it.

coupon_redeemedYour organisation has already used this code

What it means. Each organisation can use a code once, and yours already used this one.

What may have happened. The code was entered earlier and is still on the account; it ran on an earlier subscription; someone else on the owner's account entered it.

How to fix it.

1. Open Billing → Change plan or Billing → Payment and check the "Have a code?" box.
2. Look at Billing → Invoices for an earlier invoice with this discount.
3. Ask whoever gave you the code whether there is a different one for you.

Still stuck? Contact support from Help → Support with the code.

coupon_used_upThis coupon code has been used up

What it means. The code can only be used a set number of times, and that number has been reached.

What may have happened. The offer was for a limited number of organisations and they have all claimed it; many people used the same code at the same time.

How to fix it.

1. Ask whoever gave you the code whether there is a new one.
2. Look at Billing → Change plan or Billing → Payment: the "Have a code?" box may show the offer running now.

Still stuck? Contact support from Help → Support with the code.

coupon_wrong_planThis coupon code is not for this plan

What it means. The code only covers certain plans, and the plan you are paying for is not one of them. The message lists the plans it covers.

What may have happened. You chose a different plan from the one the offer was for; an upgrade you started is waiting to be paid and its plan is the one being checked.

How to fix it.

1. Read the plans listed in the message.
2. If one of them suits you, choose it on Billing → Change plan, then enter the code again.
3. If you want to keep your plan, ask whoever gave you the code for one that covers it.

Still stuck? Contact support from Help → Support with the code and the plan you want.

lead_not_foundNo such contact

Shown only on our own team's pages.

This message appears on our own staff pages for sales contacts. It means the contact being opened or changed no longer exists, often because it was merged or removed in another window. Organisation owners do not need to act.

addon_not_pricedThis add-on has no price yet

What it means. The module you tried to buy on Billing → Change plan is sold as a monthly add-on, but its price has not been announced yet, so it cannot be bought for now.

What may have happened. The module is new and its price is still being set; the page was open from before and the price was taken off since; the form was sent from an old link.

How to fix it.

1. Open Billing → Change plan again: a module whose card shows a price can be bought there.
2. If the card says "price to be announced", wait for the price, or open Settings → Modules and choose "Ask us to switch it on".
3. Nothing was charged and nothing changed on your account.

Still stuck? Contact support from Help → Support with the module's name.

module_offThis module is switched off for this branch

What it means. The page or action belongs to a module (for example Stock, Customers or an add-on module) that is switched off for the branch you are working in.

What may have happened. A manager switched the module off on Settings → Modules; you are working in another branch than usual, and that branch has its own switches; the module was never switched on in this branch.

How to fix it.

1. Ask a manager to open Settings → Modules in this branch.
2. Find the module's card and choose Switch on.
3. Open the page again. Switching a module off or on never deletes anything you entered before.

Still stuck? Contact support from Help → Support with the module's name and the branch.

module_requiresThis module needs another module, or another module needs it

What it means. Modules can depend on each other: one cannot be switched on before the module it needs, and a module cannot be switched off while another one that is on needs it (for example, job orders need Customers).

What may have happened. You switched on a module whose required module is off in this branch; you switched off a module that another module still uses; the required module is not part of your plan.

How to fix it.

1. Open Settings → Modules. Each card lists what the module needs.
2. To switch a module on, switch on what it needs first, then the module.
3. To switch a module off, first switch off the modules that need it.
4. If the module it needs shows an Upgrade button, the owner can change the plan on the Billing page.

Still stuck? Contact support from Help → Support with the names of both modules.

over_limitBefore moving down, deactivate the extra accounts or branches

What it means. The smaller plan you chose cannot hold what your organisation uses now, so the move is refused.

What may have happened. You have more users (including invitations not yet accepted), branches or products than it allows; features you switched on are not in it; the plan you picked on our website is smaller than your trial's.

How to fix it.

1. Read the message: it says what is over the limit.
2. Deactivate the extra people in Team or the extra branches in Settings → Branches; remove products you no longer sell.
3. Switch off features the smaller plan does not include, or confirm that you will lose them.
4. Or choose a bigger plan on Billing → Change plan.

Still stuck? Contact support from Help → Support.

pay_busyAnother action on this payment is still running

What it means. Something is already being done to this sale's payment, so the server asked this action to wait, and the wait ran out.

What may have happened. The payment button was pressed twice; two devices worked on the same sale at the same time; the payment provider was slow to answer.

How to fix it.

1. Wait a few seconds and look at the payment's state on the sale before pressing again.
2. Do not take the money a second time until you know whether the first payment went through.
3. Try the action again.

Still stuck? Contact support from Help → Support with the time, the page and the amount.

pay_not_configuredThe live QR payment is not set up

What it means. A sale (or your online shop) tried to make a live QR payment request, but no payment provider is fully set up for it.

What may have happened. Live QR was chosen but the provider's details were never entered; part of the details is missing; the details were set for another branch only.

How to fix it.

1. Open Settings → Payments on the branch that showed the message.
2. Check the provider and fill in every detail it asks for (only the owner can enter the provider's credentials).
3. Until then, take the payment another way on the sale.

Still stuck? Contact support from Help → Support with the branch and the provider's name.

pay_owner_onlyOnly the owner can change payment credentials

What it means. The payment provider's credentials (the secret details from your provider account) can only be entered or changed by your organisation's owner.

What may have happened. A manager tried to save or clear the provider's credentials in Settings → Payments.

How to fix it.

1. Ask the owner to sign in and enter the credentials in Settings → Payments.
2. A manager can still save the other payment settings: leave the credential fields empty and save again.

Still stuck? Contact support from Help → Support.

pay_provider_not_releasedThis payment provider is not available yet

What it means. The payment provider you chose is not switched on for your organisation yet, so its settings were not saved and no payment is made with it.

What may have happened. The provider is still being introduced and is open to a few organisations only; it was paused for a while.

How to fix it.

1. Choose another way of taking payments for now.
2. Check Settings → Payments again later.
3. If you were told the provider is ready for your organisation, contact support.

Still stuck? Contact support from Help → Support with the provider's name.

pay_refusedThis refund cannot be done here

What it means. The refund you asked for on Reports → Payments to look at was refused before anything was sent.

What may have happened. The payment was already refunded or matched to a sale (for example on another screen); the provider that took it cannot refund from the app.

How to fix it.

1. Reload Reports → Payments to look at and check whether the payment moved to the refunded list.
2. If the provider cannot refund from the app, refund it on the card terminal or in the provider's own app.

Still stuck? Contact support from Help → Support with the payment's amount, time and provider.

pay_unmatchedThis payment could not be matched to the sale

What it means. A sale with a QR payment was being saved, but the server could not confirm that payment for this sale.

What may have happened. The customer did not finish paying; the amount paid is different from the sale's total; the payment was already used for another sale; the QR request ran out before it was paid.

How to fix it.

1. Ask the customer to show the payment on their phone.
2. Check Reports → Payments to look at: money that arrived without a sale shows there, and can be refunded.
3. Take the payment again only once you are sure the first one did not go through.

Still stuck? Contact support from Help → Support with the time, the page and the amount.

payw_refund_failedThe refund did not go through

What it means. You pressed Refund on Reports → Payments to look at, and the refund did not succeed. The reason follows the message.

What may have happened. The payment provider refused it or did not answer in time; the provider cannot refund from the app; the payment had already been refunded or matched.

How to fix it.

1. Read the reason after the colon.
2. Reload the page and check whether the payment is now in the refunded list before trying again.
3. If the provider cannot refund from the app, refund it on the card terminal or in the provider's own app.
4. Check your provider account to see whether the money went back.

Still stuck? Contact support from Help → Support with the amount, time and provider.

plan_limitPlan limit reached

What it means. Your plan allows a set number of users and branches, and this would go over it.

What may have happened. You added or invited a person, or switched someone back on; you added or switched on a branch.

How to fix it.

1. Deactivate a person or branch you no longer use (Team, Settings → Branches), then try again.
2. Or ask the owner to move to a higher plan on Billing → Change plan.
3. Billing → Plan & usage shows what your plan allows and how much you use.

Still stuck? Contact support from Help → Support.

plan_requiredThis needs a higher plan

What it means. The feature you tried to use is not part of your current plan.

What may have happened. The feature belongs to a higher plan; it is an add-on your organisation has not bought; your organisation moved to a smaller plan and the feature stayed switched on.

How to fix it.

1. Open Billing → Plan & usage to see what your plan includes.
2. Ask the owner to upgrade on Billing → Change plan, or to add the add-on on the Billing page.
3. If you do not need the feature, switch it off and carry on.

Still stuck? Contact support from Help → Support with the feature's name.

readonlySubscription inactive, pay to continue selling

What it means. Your organisation is read-only: you can still look at everything, but you cannot sell, move stock or book money until the subscription is active again.

What may have happened. The trial ended; an invoice was not paid in time; the subscription was cancelled; a backup is being loaded into your organisation right now.

How to fix it.

1. Ask the owner to open Billing → Payment and pay the open invoice.
2. A card payment opens your organisation again at once; if you arranged the payment with us (Help → Support), it opens once we confirm it.
3. If a backup is being loaded, wait for it to finish.
4. Nothing is lost: your data stays as it was and can be changed again once your organisation is active.

Still stuck? Contact support from Help → Support with the date and how you paid.

referral_alreadyYour organisation already came through an invitation

What it means. An organisation can be invited only once, and yours is already linked to another organisation's or a partner's invitation.

What may have happened. You signed up through an invitation link; you entered a partner's code earlier; someone else on the owner's account entered an invitation code.

How to fix it.

1. Open Billing → Change plan or Billing → Payment: the "Have a code?" box shows the invitation your organisation came through.
2. Nothing else is needed: the earlier invitation keeps its reward.

Still stuck? Contact support from Help → Support with both codes.

referral_selfThis is your own organisation's invitation code

What it means. An invitation code cannot be used by the organisation it belongs to.

What may have happened. You entered your own organisation's code (from Billing → Invite a business); the organisation that invited you uses the same e-mail address or phone number as your account.

How to fix it.

1. Share your own code with other businesses instead: they get the reward, and you earn yours when they pay.
2. If another organisation really invited you, check that both accounts do not use the same e-mail or phone.

Still stuck? Contact support from Help → Support with the code and the inviting organisation's name.

refund_exceedsThe amount is more than was paid

Shown only on our own team's pages.

This message appears on our own staff pages when a refund is recorded on an organisation's subscription invoice. The amount, together with any earlier refunds, would be more than the invoice's payment. Organisation owners do not need to act.

refund_not_paidThis invoice is not paid

Shown only on our own team's pages.

This message appears on our own staff pages when a refund is recorded on a subscription invoice that has not been paid, so there is nothing to give back. Organisation owners do not need to act.

too_largeThe notice sent to the server was too large

What it means. An automatic notice sent to our server (for example by a payment provider) was bigger than the server accepts, so it was turned away. You do not normally see this message in the app.

What may have happened. The provider sent an unusual notice; something other than the provider sent it.

How to fix it.

1. Nothing is needed from you in most cases.
2. If a QR payment seems stuck, look at its state on the sale and ask the customer to show the payment.
3. Check Reports → Payments to look at for money that arrived without a sale.

Still stuck? Contact support from Help → Support with the time and the payment's amount.

upgrade_requiredUpdate the app

What it means. The version of the app on this device (an installed app window, or a page left open since an update) is older than the server now accepts.

What may have happened. The device missed recent updates; automatic updates are switched off; a page was left open for days; the device was not used for a long time.

How to fix it.

1. Reload the page; an installed app window offers the update when it opens ("Install now").
2. Or close the app and open it again so it loads the newest version; your data stays on the server.
3. Then sign in again if the app asks you to.

Still stuck? Contact support from Help → Support with the device and the version it shows.

apv_stateThis approval is no longer waiting

What it means. You tried to decide, comment on or withdraw an approval that is not waiting any more.

What may have happened. Another approver decided it first; the person who asked withdrew it; it was decided in its own app (a purchase request, an expense claim, time off); the page was open for a while.

How to fix it.

1. Open Approvals (or the record) again: it shows the request's state and its history.
2. If it was declined and should go ahead, the person who asked changes what was refused and asks again.

Still stuck? Contact support from Help → Support with the code apv_state and the record's number.

apv_not_approverYou are not an approver of this step

What it means. The request waits at a step whose approvers do not include you, and nobody asked you to stand in for one of them today.

What may have happened. The step belongs to the owner, a manager, a named person or the holders of a right; the delegation to you has ended or has not started; your rights changed.

How to fix it.

1. Open the request: "Waiting for" names who may decide this step.
2. Ask one of them, or ask them to set Approvals → Away to you for the days they are away.
3. If you should decide this kind of approval, ask a manager to change Settings → Workflows → Approval rules or your rights in Team.

Still stuck? Contact support from Help → Support with the code apv_not_approver.

apv_ownYou cannot approve your own request

What it means. You asked for this approval, so someone else must decide it.

What may have happened. You made the record that needs the approval (a discount, a purchase, a job's invoice), or the request names you as the person who asked.

How to fix it.

1. Ask one of the step's approvers (the request names them) to decide it.
2. If you are the only person who could, add a second person to the step in Settings → Workflows → Approval rules, or switch the rule off while you work alone.

Still stuck? Contact support from Help → Support with the code apv_own.

apv_twiceOne person cannot approve two steps

What it means. You already approved an earlier step of this request (or this two-person step), so the next approval must come from someone else.

What may have happened. The request needs two different people: two steps, or a step marked "two people".

How to fix it.

1. Ask another approver of this step to decide it.
2. If there is no other person, a manager can change the rule in Settings → Workflows → Approval rules.

Still stuck? Contact support from Help → Support with the code apv_twice.

apv_noteA note is needed

What it means. Declining an approval, dismissing an attention item and marking a failed send as handled each need a short note saying why.

What may have happened. The note field was left empty.

How to fix it.

1. Write one line saying why (the person who asked reads it), then send again.

Still stuck? Contact support from Help → Support with the code apv_note.

apv_neededThis waits for an approval first

What it means. A workflow rule of your organisation needs an approval before this can go ahead: a quote or invoice with a discount above the limit is not sent, a completed job is not invoiced before its review, a purchase order above the limit is not received.

What may have happened. The record passed the rule's limit (Settings → Workflows); the approval was asked just now, or it is still waiting, or it was declined.

How to fix it.

1. Open Approvals → Asked by me: the request is there with who it waits for.
2. When it is approved, do the same action again: it goes through.
3. If it was declined, change what was refused (a smaller discount, a smaller order) and try again: a changed record asks again.

Still stuck? Contact support from Help → Support with the code apv_needed and the record's number.

apv_delegationCheck the delegation

What it means. The delegation while away could not be saved.

What may have happened. The last day is before the first; the period is longer than a year; the person chosen is you, or is no longer an active member.

How to fix it.

1. In Approvals → Away, choose another active member and two days in order (at most a year apart), then save.

Still stuck? Contact support from Help → Support with the code apv_delegation.

wf_stateThe rule, run or task is not in a state for that

What it means. The action does not fit the state the rule, run or task is in now.

What may have happened. Someone changed the rule meanwhile (another tab); "Run again" is only for a failed run; the task was already done.

How to fix it.

1. Reload Settings → Workflows, the history or the tasks, and do it again on what you see.

Still stuck? Contact support from Help → Support with the code wf_state.

wf_invalidA part of the rule is not valid

What it means. The rule could not be saved: a condition, an action or the escalation is not one the rule can use.

What may have happened. A field name with spaces or other characters (use lower-case names like total or customer.balance); an action without its "who"; "Set a field" naming a field the rule cannot set; no action left.

How to fix it.

1. Correct the row the message names and save again; keep at least one action.

Still stuck? Contact support from Help → Support with the code wf_invalid.

wf_owner_rightThe rule's owner lacks a right it needs

What it means. A rule acts with its owner's rights and never beyond them. Its owner does not hold the right this rule needs (for example Books' sales right for the quote follow-up), so it cannot be switched on — or it was suspended.

What may have happened. The owner's rights were changed, the owner left, or the rule was given to a person without that right.

How to fix it.

1. In Settings → Workflows → the rule, the owner of the organisation can give the rule to a person who holds the right it names.
2. Or a manager gives the owner the right again in Team → the person → Rights, then switches the rule on.

Still stuck? Contact support from Help → Support with the code wf_owner_right and the rule's name.

inbox_collisionSomeone else is replying to this conversation

What it means. Another member is writing a reply right now, or sent one after you opened the conversation. Your reply was not sent, so the customer does not get two answers.

What may have happened. Two members picked the same conversation; the page you replied from was older than the conversation.

How to fix it.

1. Read the conversation again: the newest messages are at the bottom.
2. If your reply is still needed, tick "Send anyway" and send it; otherwise take the conversation or leave it to its owner.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_windowThe channel allows no free reply now

What it means. On WhatsApp a business may reply freely only within 24 hours of the customer's last message. This conversation is past that.

What may have happened. The customer has not written for more than a day.

How to fix it.

1. Wait for the customer to write again: the reply box opens at once.
2. Or send an approved template: fill in its name, language and category (service update or marketing) in the reply box.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_consentThis customer's consent does not allow this message

What it means. Messages that are not a reply (a template outside the window, a new e-mail conversation) go only to customers whose consent allows them. This customer's does not, or they asked for no more messages.

What may have happened. No consent is recorded for this channel; the customer said no or replied STOP; a marketing template was chosen for a customer who only allows service updates.

How to fix it.

1. Open the customer's CRM page and check the consent for this channel.
2. Record a consent only when the customer really agreed, then try again; otherwise wait for the customer to write.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_quiet_hoursMarketing messages do not go out in the quiet hours

What it means. A marketing template was sent during the quiet hours of your organisation's day (Settings → Inbox → Keeping and quiet hours). Replies and service updates are not affected.

What may have happened. It is late evening or early morning where your organisation is.

How to fix it.

1. Send it after the quiet hours end, or choose a service-update template if the message really is one.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_note_requiredA hand-over needs a note

What it means. Handing a conversation to someone else always carries a short note, so the next person knows where it stands.

What may have happened. The note box was left empty.

How to fix it.

1. Write what the customer wants and what was already done, then hand over again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_no_teamThis conversation belongs to a team you are not in

What it means. You see the conversations of your own teams. This one is another team's, or the person you chose is not in its team.

What may have happened. The conversation was moved to another team; you are not a member of that team; a link from someone else was opened.

How to fix it.

1. Ask a manager or the team's lead to add you to the team in Settings → Inbox → Teams, or to give you the right to see every team.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_stateThis cannot be done in the conversation's current state

What it means. The conversation changed since the page was drawn (closed, the draft already sent or discarded), or a send of yours is still unconfirmed and is not repeated blindly.

What may have happened. Another member acted on it a moment ago; the same button was pressed twice; the first send's result never came back.

How to fix it.

1. Reload the page and look at the newest messages before acting again.
2. If a message shows "not confirmed", wait for its delivery state instead of sending it again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_customer_neededLink the contact to a customer record first

What it means. A quote, a work order and a collection task are made for a customer. This conversation's contact is not linked to a customer record yet.

What may have happened. The person wrote for the first time; their phone or e-mail matches no customer, or more than one.

How to fix it.

1. In the contact panel, pick one of the possible matches, or press "Create a customer record", then turn the conversation into the work again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_duplicateThis already belongs to another contact or organisation

What it means. The customer record you chose is already another contact in the inbox, or the inbound address or web chat key you picked is used by another organisation.

What may have happened. Two contacts of the same person exist; another organisation chose the same address name.

How to fix it.

1. For a contact: open Inbox → Duplicate contacts and merge the two.
2. For an address: choose another name for the team's inbound address.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_mergedThis contact was already merged

What it means. The contact was merged into another one (or the merge was already undone), so it cannot be merged or undone again.

What may have happened. Someone merged it a moment ago; the page was older than the merge.

How to fix it.

1. Reload Inbox → Duplicate contacts: the kept contact carries every conversation.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_merge_expiredA merge can be undone for 30 days only

What it means. This merge is more than 30 days old; the record of what it moved is no longer kept.

What may have happened. The merge was made over a month ago.

How to fix it.

1. If the two people really are different, move each conversation by hand: open it and link its contact again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_merge_customersThese contacts are two different customer records

What it means. Each contact is linked to its own customer record. The inbox does not merge customer records (their invoices and balances belong to them).

What may have happened. The same company was entered twice as a customer.

How to fix it.

1. Merge or correct the two customer records first, then merge the contacts.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_channel_offThis channel is not connected

What it means. The conversation's channel cannot send right now: WhatsApp is not connected, the conversation has no address to reply to, or it is an internal one.

What may have happened. The WhatsApp number was disconnected in Settings → Front desk; the customer wrote from the web chat without an e-mail.

How to fix it.

1. Connect WhatsApp in Settings → Front desk, or reply on another channel the contact uses (see the contact panel).

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inbox_target_offThe app to create this in is not on

What it means. Turning a conversation into a lead, quote, ticket, work order or collection task uses that app: it must be in your plan, switched on, and you need its right.

What may have happened. CRM, Books, Desk or Services is not in the plan or is switched off in Settings → Modules; you lack that app's right.

How to fix it.

1. A manager switches the app on in Settings → Modules (and gives you its right in Team → the person → Rights).

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inb_settings_staleSomeone saved these settings meanwhile

What it means. Another admin saved the inbox's settings after you opened the page, so your change was not written over theirs.

What may have happened. Two admins edited Settings → Inbox at the same time.

How to fix it.

1. The page shows the settings as they are now: make your change once more and save.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

inb_settings_invalidCheck the values you entered

What it means. A number or a time in the inbox's settings could not be read.

What may have happened. A letter in a number field; a time not written hh:mm.

How to fix it.

1. Correct the highlighted field and save again; nothing was changed.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation open.

ctr_stateThe proposal or agreement is no longer at that step

What it means. You tried an action on a proposal, a version, a milestone or an agreement that has moved on: the version was sent (a sent version never changes), the customer accepted or declined it, it expired, the agreement ended, or someone changed it in another tab. Nothing was changed by this attempt.

What may have happened. The same button was pressed twice; a colleague sent, approved or withdrew the proposal meanwhile; the customer decided on the link; the validity date passed; the milestone was already invoiced; the page had been open a long time.

How to fix it.

1. Reload the page to see the proposal or agreement as it is now.
2. To change a sent proposal, press New version: the next version is a draft you can edit and send.
3. To change an accepted proposal, make a Change order (a new version referencing the agreement).
4. To change an active agreement, use Amend: it saves a new version and keeps the history.

Still stuck? Contact support from Help → Support with the code after # in the help link and the proposal's or the agreement's number.

ctr_supersededA newer version of this proposal was sent

What it means. The version you tried to accept or decline is no longer the live one: the sender made changes and sent a newer version, which replaced it. Only the live version can be accepted.

What may have happened. The page was opened before the newer version was sent; an old e-mail or message was used; the sender revised the price, the scope or the terms after a conversation.

How to fix it.

1. Open the proposal's link again: it always shows the live version.
2. Read the changes (earlier versions are listed as superseded at the bottom of the page).
3. Accept or decline the live version.

Still stuck? Ask the sender for the link again, or contact support with the code after # in the help link.

ctr_approvalThis version needs an approver first

What it means. A rule in Settings → Contracts holds this version for an approver before it can be sent: its discount is over the limit, its margin under the limit, its total over the limit, or a clause was changed from its template.

What may have happened. A line got a bigger discount; costs were filled in and the margin is low; an optional line made the total pass the limit (the rule counts every optional line as taken); a template clause was edited.

How to fix it.

1. Press Ask for approval: people with the right to approve proposals see it on their Today list.
2. Or change the version so no rule triggers (a smaller discount, the standard clause back) and send again.
3. An approver opens the proposal and presses Approve (or Send back with a reason). Then press Send.

Still stuck? A manager can change the limits in Settings → Contracts; contact support with the code after # if the rule looks wrong.

ctr_milestonesThe payment milestones do not add up

What it means. The milestones of this proposal or agreement cannot be scheduled or invoiced: their shares pass 100 %, their fixed amounts pass the one-off total, or the milestone you tried to invoice is not due (or has nothing to bill).

What may have happened. A share was typed twice; a line was removed and the total fell below the fixed amounts; a milestone waits for a date or a project phase; it was invoiced already.

How to fix it.

1. Check the shares add up to 100 % at most and the fixed amounts to no more than the net total.
2. For a milestone that waits for a phase or "when we say so", press Due now on the agreement first.
3. A milestone already invoiced shows its invoice number: open it in Books or on the customer's account.

Still stuck? Contact support from Help → Support with the code after # and the agreement's number.

ctr_signingThe signing provider could not be used

What it means. The proposal is signed through a provider, but no provider is set up in Settings → Contracts, the provider refused the document, or a reply that claimed to come from the provider could not be verified (it was refused, nothing changed).

What may have happened. The acceptance level is "Signing provider" but the provider was never chosen; the provider's account is not connected; the customer tried to accept online a proposal that must be signed through the provider.

How to fix it.

1. In Settings → Contracts choose the signing provider, or change the version's acceptance level to "Accept online".
2. Send the version again: the customer gets the provider's "Sign via …" button.
3. If the provider shows the document as signed but this page does not, wait a minute and reload: the provider's reply may be on its way.

Still stuck? Contact support with the code after # and the proposal's number. LeaseExact never creates signatures itself; the provider does.

ctr_wordingThe text claims a legal effect we do not give

What it means. A proposal, an agreement or a template says something like "qualified signature", "legally equivalent to a handwritten signature" or "certified signature". Online acceptance is an agreement with an audit trail; a qualified signature comes only from a licensed signing provider, so these words are refused.

What may have happened. A clause was copied from another contract or from a provider's marketing text.

How to fix it.

1. Remove the claim, or describe what really happens: "accepted online with an audit trail" or "signed via <provider>".
2. If the contract needs a qualified signature by law, choose a licensed signing provider in Settings → Contracts.

Still stuck? Ask your counsel which signature your contract needs; contact support with the code after # if a normal word was refused.

studio_invalidThis Studio change cannot be saved as it is

What it means. A field, a layout, a status list, an approval limit, a template or a saved view did not pass the checks, so nothing was saved. The message names what to change.

What may have happened. A field has no English label; a choice field has no choices; a layout names a field twice; a status has no category; an approval limit has a deadline outside 1 hour to 30 days; a view is a default without being shared.

How to fix it.

1. Read the words after the message: they name the field or the part to correct.
2. Correct it in the form and save the draft again.
3. Preview the draft, then publish it.

Still stuck? Contact support from Help → Support with the code after # in the help link and what you were changing.

studio_valueA custom field value is not valid

What it means. A value typed in a custom field does not fit the field's type or rules, so the record's custom fields were not saved. The other fields of the record are unchanged.

What may have happened. A number has letters or more than four decimals; a date is not a real date; a required field was emptied; a choice was retired; someone changed the field's choices while the page was open.

How to fix it.

1. Look at the field named in the message and correct the value (numbers with digits and one decimal point only).
2. Reload the page if the field's choices changed meanwhile.
3. Save again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the field's name.

studio_lockedThis part cannot be removed or hidden

What it means. You tried to hide a standard field or a document part that the law or a workflow needs, so the change was refused.

What may have happened. The field is a tax number, a date or the customer of a document; the part is a tax amount, the e-invoice line or the legal title; a required custom field was hidden for a role; a published field was removed instead of retired.

How to fix it.

1. Leave the locked part as it is: Studio can add content, never remove what is required.
2. To stop using a custom field, retire it: its values stay on the records and in exports.
3. Save the draft again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the part you wanted to hide.

studio_type_changeThe field's type cannot change

What it means. The field already holds values on some records, so changing its type (for example from text to a number) was refused; the values would no longer fit.

What may have happened. The field was published and filled in before; a choice still used by a record was removed.

How to fix it.

1. Keep this field as it is, or retire it.
2. Add a new field with the type you want.
3. Move the values with Settings → Bring your data (export, change the column, import into the new field).

Still stuck? Contact support from Help → Support with the code after # in the help link and the field's name.

studio_limitA Studio limit was reached

What it means. The change would pass one of Studio's limits, so it was not saved.

What may have happened. The record already has 50 active custom fields; more than five text fields were marked searchable; you already have 50 saved views on a list.

How to fix it.

1. Retire fields you no longer use, or unmark a searchable field.
2. Remove saved views you no longer need.
3. Save again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

studio_mappingA status needs a status for its records

What it means. You removed a status that records may still have, without choosing the status those records show from now on, so the status list was not saved.

What may have happened. A custom status was ticked for removal without a "Move its records to" choice; a standard status was removed (standard statuses can be renamed, never removed).

How to fix it.

1. Next to the removed status, choose the status its records move to.
2. Keep the standard statuses; rename them if their words do not fit.
3. Save the draft, preview it and publish.

Still stuck? Contact support from Help → Support with the code after # in the help link and the status's name.

studio_apv_neededThis needs approval first

What it means. The action is above a limit your organisation set in Studio (a discount, a quote total, a purchase…), so it was not done. The approval is asked from the person or role the limit names.

What may have happened. The discount or the total is above the limit; a custom field on the record matches the limit's condition; the approvals inbox is not switched on yet, in which case only the owner can go above the limit.

How to fix it.

1. Wait for the approver: once approved, do the action again.
2. Or lower the discount or the amount below the limit.
3. An owner or a manager can change the limit in Studio → Approval limits.

Still stuck? Contact support from Help → Support with the code after # in the help link and the record's number.

studio_staleSomeone changed this in Studio meanwhile

What it means. The draft you published was made from a version that is no longer the published one, or someone else saved the same item at the same moment. Nothing was overwritten.

What may have happened. Another person published the same fields, layout, template or rule; the page was open a long time; the same button was pressed twice.

How to fix it.

1. Reload the page to see the published version and any draft.
2. Make your change again on top of it and save the draft.
3. Publish.

Still stuck? Contact support from Help → Support with the code after # in the help link.

studio_no_draftThere is no draft to publish

What it means. Publish or Discard was pressed but the item has no draft any more, so nothing happened.

What may have happened. The draft was already published or discarded, maybe by someone else or in another tab.

How to fix it.

1. Reload the page.
2. If you want to change something, edit it again: a new draft is made.

Still stuck? Contact support from Help → Support with the code after # in the help link.

portal_roleYour portal role does not allow this

What it means. You are signed in to an organisation's portal, but none of your roles allows this action: only an approver accepts proposals, estimates, quotes and orders; only a payer pays, disputes or promises; only a requester opens tickets and sends messages, delivery notes and documents; only an admin invites colleagues.

What may have happened. Your company's portal admin or the organisation gave you other roles; your roles changed while the page was open.

How to fix it.

1. Open My profile to see your roles.
2. Ask your company's portal admin (or your contact at the organisation) for the role you need.

Still stuck? Contact the organisation that runs the portal with the code portal_role.

portal_sectionThis portal section is not open to your company

What it means. The organisation has not granted this section to your company, or its app is switched off for the organisation.

What may have happened. The organisation changed your company's sections; the app behind the section (Books, Desk, Procurement …) was switched off or is not in its plan.

How to fix it.

1. Use the tabs at the top: they show only the sections open to your company.
2. Ask your contact at the organisation to open the section for your company.

Still stuck? Contact the organisation that runs the portal with the code portal_section.

portal_link_goneThis invoice link does not work any more

What it means. The scoped link you opened (one invoice to see and pay without an account) is no longer valid.

What may have happened. The organisation withdrew it; its payments were used; it is past its date; the invoice was paid in full or voided; the link was copied only in part.

How to fix it.

1. Ask the organisation for a new link.
2. If you have a portal account, sign in to the portal: every open invoice of your company is there.

Still stuck? Contact the organisation that sent the link with the code portal_link_gone and the invoice number.

portal_person_existsThis person already has portal access for this company

What it means. A person with this e-mail address is already one of this company's portal people.

What may have happened. Someone added them earlier; the invitation was not accepted yet (the person shows as Invited).

How to fix it.

1. Find the person in the company's People list and press Send again if they never signed in.
2. To change what they may do, change their roles instead of adding them twice.

Still stuck? Contact support from Help → Support with the code portal_person_exists.

portal_amountThe amount is not right

What it means. The amount you entered to pay, dispute or promise is zero, negative or more than what is still owed on the invoice.

What may have happened. The invoice was partly paid meanwhile; a typing mistake (a comma instead of a point, an extra zero).

How to fix it.

1. Reload the invoice to see what is still owed.
2. Enter an amount above zero and not more than that, with a point for decimals.

Still stuck? Contact the organisation that runs the portal with the code portal_amount and the invoice number.

portal_stateThis is no longer in a state for that

What it means. The record changed before your action reached it: an invoice already has a dispute waiting, a person was already removed, a request was already handled, or you tried to remove yourself or your own admin role.

What may have happened. Someone else acted first; the page had been open a long time; the button was pressed twice.

How to fix it.

1. Reload the page to see it as it is now.
2. Ask another admin of your company to change your own roles if that is what you need.

Still stuck? Contact support from Help → Support with the code portal_state.

portal_invite_goneThis invitation does not work any more

What it means. The invitation link was already used, is older than 14 days, or was replaced by a newer invitation; or your access was removed.

What may have happened. You (or a mail scanner) accepted it already; the organisation sent a newer one; your company's access was switched off.

How to fix it.

1. If you accepted it before, sign in with your e-mail and a code instead.
2. Otherwise ask the organisation (or your company's portal admin) to send the invitation again.

Still stuck? Contact the organisation that invited you with the code portal_invite_gone.

portal_no_companyYour company's portal access is off

What it means. You signed in, but the organisation switched your company's portal access off, or the Portal app is off for it.

What may have happened. The organisation paused or ended access for your company; the Portal app was switched off.

How to fix it.

1. If you belong to several companies, open My profile and switch to another one.
2. Ask your contact at the organisation to switch your company's access on again.

Still stuck? Contact the organisation that runs the portal with the code portal_no_company.

prt_unavailableThis portal is not available

What it means. The portal address you opened does not lead to a portal that works now, or a payment page could not be opened from it.

What may have happened. The address was copied only in part; the organisation switched its Portal app off or its account is closed; the payment provider did not answer.

How to fix it.

1. Open the address again from the invitation or from the organisation's message, whole.
2. For a payment, try again in a few minutes.
3. Ask the organisation that sent you the address whether its portal is on.

Still stuck? Contact the organisation that sent you the address with the code prt_unavailable.

version_conflictSomeone changed this first

What it means. Another person, or the Front Desk itself, saved a newer version of this record after you opened it. Your change was not saved, so nothing was overwritten.

What may have happened. Two people worked on the same conversation, setting or record at once; the page was open for a long time; the Front Desk answered the customer while you were editing.

How to fix it.

1. Reload the page to see the newest version.
2. Make your change again on the newest version.
3. Save again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the record you were changing.

fd_restore_fenceSending is paused after a restore

What it means. Your organisation's data was restored from a backup. Until every message, booking and payment has been checked against the providers, the Front Desk sends nothing and charges nothing, so nothing is sent or paid twice.

What may have happened. A backup was restored by our operations team; the check has not finished yet.

How to fix it.

1. Wait a few minutes: the check runs by itself.
2. Try again.
3. Nothing you typed is lost: drafts stay where they were.

Still stuck? If it lasts more than an hour, contact support from Help → Support with the code after # in the help link.

fd_channel_not_readyThe channel is not ready yet

What it means. The channel (a WhatsApp number, an e-mail address or the web chat) is connected but has not passed every step, so the Front Desk cannot use it yet.

What may have happened. The set-up was started but not finished; the delivery test was not sent or not received; the provider still reviews the number.

How to fix it.

1. Open Settings → Front desk.
2. Open the channel and finish the steps it lists.
3. Send the delivery test and wait until it shows as delivered.
4. Try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the channel's name. Never send passwords or access tokens.

fd_provider_unsupportedThis provider is not available yet

What it means. The Front Desk connects WhatsApp directly through Meta's Cloud API, on your own WhatsApp Business account. Other providers are not supported yet.

What may have happened. A provider other than Meta was chosen; an old link or an integration asked for a provider that is not offered.

How to fix it.

1. Choose WhatsApp through Meta when you connect the number.
2. If your number is with another provider today, move it to your own WhatsApp Business account first (Meta's help explains how).
3. Connect it again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the provider you need.

fd_rate_unverifiedThe provider's price is not confirmed

What it means. The Front Desk only offers a paid provider service when its current price is confirmed. A missing price is never treated as free, so the step waits.

What may have happened. The provider changed its prices and the new ones are not confirmed yet; this country or this kind of message has no confirmed price.

How to fix it.

1. Wait: the price is added as soon as it is confirmed.
2. Try again later.
3. Use another kind of message if one is offered.

Still stuck? Contact support from Help → Support with the code after # in the help link, the country and the kind of message.

fd_enrollment_mismatchThe sign-up result is not for this set-up

What it means. The answer that came back from the provider's sign-up does not belong to the set-up you started in this organisation, so nothing was connected.

What may have happened. The sign-up was started in another organisation or another browser tab; the link was old or copied; the sign-up took too long and expired.

How to fix it.

1. Close the provider's window.
2. In Settings → Front desk, start connecting the number again in this organisation.
3. Finish the provider's steps in the same browser tab.

Still stuck? Contact support from Help → Support with the code after # in the help link. Never send passwords or access tokens.

fd_number_takenThe number belongs to another organisation

What it means. This WhatsApp number (or address) is already connected to another organisation. A number can answer for one organisation only.

What may have happened. The number is still connected in an old organisation; someone else connected it by mistake; you typed another number's ID.

How to fix it.

1. Check the number's ID in your Meta account.
2. If the number is yours and connected in an old organisation, disconnect it there first.
3. Connect it here again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the number. Never send the access token.

fd_migration_activeA move of this channel is under way

What it means. This channel is being moved (to another provider or another account). Only one move can run at a time.

What may have happened. A move was started earlier and not finished; two people started a move at once.

How to fix it.

1. Open the channel in Settings → Front desk.
2. Finish the move that is under way, or stop it if it has not reached its point of no return.
3. Start the new move.

Still stuck? Contact support from Help → Support with the code after # in the help link and the channel's name.

fd_migration_boundaryThis step cannot be undone

What it means. The provider has already completed this part of the move (for example, the number was transferred). It cannot be reversed instantly from the app; reversing it is a new request to the provider.

What may have happened. The undo was asked after the provider finished; the move passed its point of no return.

How to fix it.

1. Read the move's state on the channel's page: it shows what the provider completed.
2. If you need the old set-up back, start a new move in the other direction.
3. Follow the provider's own steps where the page says so.

Still stuck? Contact support from Help → Support with the code after # in the help link and the channel's name.

fd_template_unavailableThe WhatsApp template cannot be used

What it means. Outside the 24-hour window WhatsApp only allows approved templates. This template is paused, rejected or not approved yet, so the message was not sent.

What may have happened. Meta paused the template after complaints or low quality; the template was edited and waits for review; it was never approved.

How to fix it.

1. Open your templates in Meta's WhatsApp Manager and check their status.
2. Pick another approved template, or wait until Meta approves this one.
3. Send again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the template's name.

fd_consent_revokedThe customer withdrew consent

What it means. The customer asked not to receive this kind of message (for example, offers). The message was cancelled and the reason recorded.

What may have happened. The customer replied STOP or asked to stop; their consent was changed on their customer page.

How to fix it.

1. Do not send this kind of message to the customer.
2. Replies to the customer's own questions still work inside the 24-hour window.
3. If the customer agrees again, record it on their customer page.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_capability_unverifiedThis cannot be switched on yet

What it means. The Front Desk only offers a feature that the provider confirms works reliably. This one is not confirmed for your number yet, so it stays off and we do not promise it.

What may have happened. The feature depends on something the provider has not confirmed (for example, seeing the messages you send from the WhatsApp Business app on your phone).

How to fix it.

1. Keep the feature off.
2. Take conversations over from the Front Desk page or the inbox instead.
3. Check again later: the setting opens when the provider confirms it.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_provider_unavailableThe messaging provider is not answering

What it means. The provider (for example, WhatsApp) did not answer, so the message could not be handed over. Nothing was sent twice.

What may have happened. A short outage at the provider; a network problem; the provider is slow right now.

How to fix it.

1. Wait a moment.
2. Try again.
3. If it keeps failing, reply to the customer another way (a call or e-mail) and note it in the conversation.

Still stuck? Contact support from Help → Support with the code after # in the help link and the time it happened.

fd_handoff_takenSomeone else took the conversation

What it means. Two people tried to take the same conversation from the Front Desk at once. The other person's claim arrived first, so the conversation is theirs.

What may have happened. A colleague pressed Take at the same moment; the page showed the conversation as waiting while someone already took it.

How to fix it.

1. Reload the page to see who has the conversation.
2. Ask them before you reply, so the customer does not get two answers.
3. Pick another waiting conversation.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_owner_changedThe conversation changed hands

What it means. Since you opened it, the conversation was taken by someone else, handed back to the Front Desk, or the customer wrote again. Your reply was not sent, so the customer does not get an outdated or double answer.

What may have happened. A colleague took the conversation; it was handed back to the Front Desk; a new customer message arrived while you typed.

How to fix it.

1. Reload the conversation.
2. Read the newest messages and who handles it now.
3. Reply again if it is still yours.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_not_in_queueYou are not on this conversation's team

What it means. The conversation belongs to a team (a queue) you are not a member of, so you cannot see or take it.

What may have happened. The conversation was assigned to another team; you were removed from the team; your branch is not included.

How to fix it.

1. Ask the owner or a manager to add you to the team in Settings → Inbox → Teams.
2. Or ask a member of that team to handle it.
3. Reload the page.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_widget_originThe chat is not allowed on this website

What it means. The web chat answers only on the websites your organisation listed. This page's address is not on the list (or the list is empty, which switches the chat off).

What may have happened. The chat was added to a new website or a new address (www or not); the list is empty; the page is a test copy.

How to fix it.

1. Open Settings → Inbox → Web chat.
2. Add the website's address exactly as it appears in the browser (https://…).
3. Save, then reload the website.

Still stuck? Contact support from Help → Support with the code after # in the help link and the website's address.

fd_widget_expiredThe chat session has ended

What it means. A web chat session lasts a limited time. This one has ended, so new messages need a new session.

What may have happened. The page stayed open for a long time; the browser blocked the chat's storage; the session was closed.

How to fix it.

1. Reload the page.
2. Open the chat again and write your message.
3. If you were in a conversation, the business still has your earlier messages.

Still stuck? Contact the business another way (phone or e-mail) if the chat keeps ending.

fd_outcome_evidenceThe outcome needs evidence

What it means. An outcome such as booked, paid or answered must point at evidence from the same case (a booking, a payment, a message). Without it, the outcome is not recorded, so reports stay honest.

What may have happened. No evidence was chosen; the evidence belongs to another case; the evidence was deleted.

How to fix it.

1. Open the case and pick the record that proves the outcome.
2. Or choose Waiting or Abandoned when there is no proof yet.
3. Save again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_exception_actionThis action is not allowed here

What it means. Some exceptions cannot simply be retried: when it is not known whether a booking or a payment went through, a retry could do it twice. Only the actions the page offers are allowed.

What may have happened. Retry was chosen for something that must be checked first; the exception changed since the page was opened.

How to fix it.

1. Reload the exception.
2. Choose Check (reconcile) first when the result is unknown.
3. Resolve it once the check shows what happened.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_offer_expiredThe offered time has expired

What it means. Free times are offered for a short moment only, so two customers cannot be promised the same time. This offer is older than that.

What may have happened. The choice was made after the offer ran out; the page stayed open.

How to fix it.

1. Ask for the free times again.
2. Pick a time.
3. Confirm it right away.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_hold_expiredThe held time ran out

What it means. A chosen time is held for a short while until the customer confirms. The hold ran out, so the time was released for others.

What may have happened. The customer confirmed too late; the confirmation was delayed.

How to fix it.

1. Ask for the free times again.
2. Pick a time and confirm it within the hold.
3. If the same time is still free it can be held again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_confirmation_staleA new confirmation is needed

What it means. A confirmation is valid only for the exact booking it was given for. The booking changed (time, service or person), so the old confirmation no longer counts.

What may have happened. The customer changed the time after confirming; an old confirmation was used again.

How to fix it.

1. Show the customer the booking as it is now.
2. Ask them to confirm it again.
3. The Front Desk asks for this by itself in the conversation.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_action_stateNot possible in this state

What it means. The action (a booking, a cancellation, an order) is in a state that does not allow this step, for example it is already done or still being checked.

What may have happened. The action finished meanwhile; another person acted on it; the page shows an older state.

How to fix it.

1. Reload the page.
2. Read the action's current state.
3. Choose a step the page offers.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_time_not_localThat time does not exist on that day

What it means. On the day the clocks move forward, one hour is skipped, so a time inside it does not exist. The booking was not made.

What may have happened. A time inside the skipped hour of a daylight-saving change was chosen.

How to fix it.

1. Pick a time before or after the skipped hour.
2. Check the booking's date and time zone.
3. Confirm again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_calendar_reauthGoogle Calendar needs signing in again

What it means. Google no longer accepts the connection to the calendar, so bookings cannot be checked or written there. Nothing was marked as done.

What may have happened. The Google password was changed; access was removed in the Google account; the connection was unused for a long time.

How to fix it.

1. Open Settings → Integrations.
2. Sign in to Google Calendar again.
3. Try the booking again.

Still stuck? Contact support from Help → Support with the code after # in the help link. Never send your Google password.

fd_action_unknownStill checking whether it went through

What it means. The last attempt did not get a clear answer, so it is not known yet whether it happened. A retry now could do it twice, so the Front Desk checks first.

What may have happened. The provider or the calendar did not answer in time; the connection dropped right after sending.

How to fix it.

1. Wait a moment: the check runs by itself.
2. Reload the case to see the result.
3. Act only after the result shows.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_credit_exhaustedNot enough AI credits

What it means. The Front Desk's AI replies use your plan's AI credits and then your prepaid balance. Both are used up, so the Front Desk takes messages for your team instead of answering.

What may have happened. A busy month used the plan's credits; the prepaid balance ran out; overage is switched off.

How to fix it.

1. Open Billing → AI credits.
2. Top up the balance, or switch on overage with a monthly limit.
3. The Front Desk answers again at once.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_spend_capThe spending limit is reached

What it means. Your organisation set a daily or monthly limit for AI credits, and it is reached. Nothing more is spent until the next day or month, or until the limit is raised.

What may have happened. A busy day or month; the limit is low for your volume.

How to fix it.

1. Open Billing → AI credits → Limits.
2. Raise the limit, or wait for the next day or month.
3. The Front Desk answers again once there is room.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_account_frozenThe credit balance is frozen

What it means. A payment for AI credits is disputed with the bank. While the dispute is open, the balance cannot be spent; the history and the evidence are kept.

What may have happened. A card payment was disputed (a chargeback); the bank asked for a review.

How to fix it.

1. Check the dispute with your bank.
2. Contact us from Help → Support with the payment's date.
3. The balance opens again when the dispute is settled.

Still stuck? Contact support from Help → Support with the code after # in the help link and the payment's date.

fd_topup_pendingA top-up is already being paid

What it means. A top-up payment is in progress. The credit is added only after the payment is confirmed, and only one automatic top-up runs at a time.

What may have happened. The payment page is still open; the bank has not confirmed the payment yet; an automatic top-up started.

How to fix it.

1. Finish or close the payment page.
2. Wait a few minutes for the bank's confirmation.
3. Reload Billing → AI credits.

Still stuck? Contact support from Help → Support with the code after # in the help link and the payment's date.

fd_price_missingNo price is set for this

What it means. Every charge needs a current price. This kind of use has none in your currency, so it is not charged and the step waits.

What may have happened. A new currency or a new kind of use without a price yet.

How to fix it.

1. Try again later.
2. Contact support if it lasts.

Still stuck? Contact support from Help → Support with the code after # in the help link and your organisation's currency.

fd_release_invalidThe set-up has errors

What it means. Before a new Front Desk set-up goes live it is checked. This one has errors or asks for more than the safety limits allow (for example, a hold longer than two minutes), so it was not published.

What may have happened. A required field is empty; a value is above the limit; two settings contradict each other.

How to fix it.

1. Open the set-up and read the list of problems.
2. Fix each one.
3. Check and publish again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_release_evidenceEvery check must be done first

What it means. A set-up goes live only when its checks are done: the knowledge approved, the hand-over to a person tested, and the other checks the page lists.

What may have happened. One or more checks are not done yet.

How to fix it.

1. Open the set-up's checklist.
2. Do each open check.
3. Publish again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_release_incompatibleThat earlier set-up cannot be restored

What it means. Going back restores an earlier set-up only when it still fits the current version of the Front Desk. This one does not, so nothing was changed.

What may have happened. The earlier set-up was made for an older version.

How to fix it.

1. Pick a newer earlier set-up.
2. Or copy its settings into a new set-up and publish that.
3. Things the Front Desk already did are never undone by going back.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_knowledge_stateThis knowledge is not ready to publish

What it means. Knowledge is published only after it was read and reviewed. This version is still being read or waits for review.

What may have happened. Reading the source has not finished; nobody reviewed it yet; it was replaced by a newer version.

How to fix it.

1. Open the source in the Front Desk's knowledge.
2. Wait until it is read, then review it.
3. Publish it.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_approver_mismatchApprove under your own name

What it means. Publishing records who approved it. The approver must be the person who is signed in.

What may have happened. Another person's name was chosen as the approver.

How to fix it.

1. Publish it yourself as the approver.
2. Or ask the other person to sign in and publish it.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_upload_invalidThe file does not match

What it means. The uploaded file is not the file that was announced: its size, its type or its checksum differs, so it was not accepted.

What may have happened. The upload was cut off; a different file was sent; the file is larger than 20 MB.

How to fix it.

1. Upload the file again.
2. Use a PDF or a picture under 20 MB.
3. Try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's type and size.

fd_attachment_rejectedThe file was rejected

What it means. Every file is checked before anyone or anything reads it. This one failed the checks (too large when unpacked, a picture with impossible dimensions, or a known threat), so it is kept aside and not opened.

What may have happened. The file is damaged or unusual; it is not a normal picture or document.

How to fix it.

1. Ask the sender for the file again, as a PDF or a normal picture.
2. Do not open the original elsewhere.

Still stuck? Contact support from Help → Support with the code after # in the help link.

fd_url_blockedThis web address cannot be read

What it means. The Front Desk reads only public web pages over https. This address is private, local, not https, or it redirects elsewhere.

What may have happened. The address starts with http:// or points to an internal server; it needs a sign-in; it redirects to another site.

How to fix it.

1. Use the public https address of the page.
2. Or upload the page's text as a document instead.
3. Try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the address.

fd_privacy_scopeDeleting the whole organisation is done elsewhere

What it means. Front Desk privacy requests cover one customer or one case. Deleting the whole organisation's data is the account deletion, which has its own steps and waiting period.

What may have happened. The whole organisation was chosen as the scope.

How to fix it.

1. For one customer or one case, choose that scope.
2. For everything, open Account → Delete the organisation.

Still stuck? Contact support from Help → Support with the code after # in the help link.

le_provider_offThis sign-in option is not available

What it means. This way of signing in (Google, Microsoft, Apple or Facebook) is not switched on for this site.

What may have happened. The button came from an old page or a saved link, or we have not set this provider up yet.

How to fix it.

1. Go back to the sign-in page: it shows only the options that work.
2. Use another provider, or your e-mail address and the six-digit code.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_signin_stateThe sign-in took too long or was already used

What it means. The answer from Google, Microsoft, Apple or Facebook could not be matched to a sign-in started in this browser.

What may have happened. More than 10 minutes passed at the provider; the page was opened twice or from another browser or device; the back button sent an old answer again.

How to fix it.

1. Start again from the sign-in page in the same browser.
2. Finish at the provider within 10 minutes.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_email_unverifiedYour e-mail is not verified with the provider

What it means. Google or Microsoft told us your account's e-mail address is not verified, so it cannot open a LeaseExact account.

What may have happened. The address was added to the Google or Microsoft account but its confirmation e-mail was never answered; a work account's domain is not verified by its company.

How to fix it.

1. Verify the address in your Google or Microsoft account, then try again.
2. Or sign up with your e-mail address and the six-digit code instead.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_email_missingWe need your e-mail address

What it means. The provider did not share an e-mail address, and every account needs one.

What may have happened. On Facebook's page the e-mail permission was switched off, or the Facebook account has no confirmed e-mail.

How to fix it.

1. Try again and allow e-mail when Facebook asks.
2. Or use another provider, or your e-mail address and the six-digit code.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_signin_failedThe provider did not confirm your sign-in

What it means. We could not confirm the answer of the sign-in provider, so nobody was signed in.

What may have happened. The provider was briefly unavailable, or its answer did not pass our checks (it was meant for another site, too old, or not signed by the provider).

How to fix it.

1. Wait a minute and try again.
2. Use another provider, or your e-mail address and the six-digit code.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_account_existsYou already have an account

What it means. An account with this e-mail address exists. We never join a new sign-in option to it without you proving it is yours.

What may have happened. You signed up before with your e-mail code or with another provider.

How to fix it.

1. Sign in the way you did before (the sign-in page offers it).
2. Right after, the new option is linked and works next time.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_seeker_sessionSign in to continue

What it means. Saving a home, messaging an advertiser, asking for a viewing or setting an alert needs your free seeker account.

What may have happened. You are not signed in on this device, or your session ended after 30 days without use.

How to fix it.

1. Sign in with Google, Microsoft, Apple, Facebook or your e-mail code.
2. What you were doing finishes right after.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_code_waitWait a few seconds for a new code

What it means. A new code can be asked for 30 seconds after the last one.

What may have happened. The button was pressed twice, or the code e-mail is still on its way.

How to fix it.

1. Look for the code in your mail, including Junk or Spam.
2. After 30 seconds, ask again.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_two_step_requiredTwo-step sign-in is required

What it means. On the Business plan, owners and admins must sign in with a second step (an authenticator app code).

What may have happened. The organisation moved to Business, or your role became owner or admin, and two-step sign-in is not set up for you yet.

How to fix it.

1. Open Security → Two-step sign-in.
2. Scan the code with an authenticator app and type the six digits it shows.
3. Keep the recovery codes somewhere safe; each works once.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_identity_switchSign in to that account first

What it means. Your seeker account and your team account are separate. Moving from the seeker side to a workspace needs the workspace's own sign-in.

What may have happened. You tried to open a workspace while signed in only as a seeker.

How to fix it.

1. Sign in to the workspace with your team account.
2. You can keep both signed in and switch from the avatar menu.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_allowanceThis month's allowance is used up

What it means. Your plan's allowance for this (AI listing drafts, AI conversations, media credits or storage) is used up for this month.

What may have happened. The month's work used the allowance; Today warned at 80 % and 100 %.

How to fix it.

1. Wait for next month's allowance, or add a pack in Billing.
2. Human chat, matching and viewings continue meanwhile; nothing is lost.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_org_unverifiedVerify your organisation's phone first

What it means. AI conversations and the assistant's replies start only after the organisation's phone number is verified with a code.

What may have happened. The phone code step of the sign-up was skipped.

How to fix it.

1. Open the onboarding's organisation step and send the code to your mobile number.
2. Type the code; the AI allowances open at once.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_keep_liveToo many listings chosen to stay live

What it means. After a trial or a downgrade, your plan keeps a set number of homes live (Free: 3). The others pause and are kept.

What may have happened. More homes were chosen than the plan allows. Up to three offers of one home count as one.

How to fix it.

1. Choose fewer homes to keep live.
2. Or keep your paid plan to keep them all live.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_phone_codeThe code is wrong or has expired

What it means. The phone code did not match, or it is older than 10 minutes.

What may have happened. A digit was mistyped, a newer code replaced it, or five wrong tries were made.

How to fix it.

1. Use the newest code from your phone.
2. Ask for a new code if 10 minutes have passed.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_phone_offPhone codes are not available yet

What it means. We cannot send phone codes from this site yet.

What may have happened. The SMS / WhatsApp sender is not set up.

How to fix it.

1. Contact support: we verify your organisation by hand.
2. Everything except the AI allowances works meanwhile.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_frozenPaused for a review

What it means. Our team paused this action for your organisation while it reviews a report. Human chat with seekers continues.

What may have happened. A report about a listing or a scam pattern was received, and the review is not finished.

How to fix it.

1. Answer the review's questions on Today (Verification).
2. When the review ends, the action opens again and you are told the outcome.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

le_switch_adminOnly an allow-listed administrator changes safety switches

Shown only on our own team's pages.

Our staff only. Safety switches and freezes stop publication, assistant sends, media work, promotions or a connector for organisations; only administrators on the Moderation:Admins list, signed in with two-step, may change them. Ask the platform owner to add you to the list.

le1_stale_versionThe listing changed since you opened it

What it means. Someone saved this listing after you opened it, so your change was not saved over theirs.

What may have happened. A colleague edited the same listing, or the listing feed updated it.

How to fix it.

1. Reload the page to see the newest version.
2. Make your change again and save.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_workflowThis step is not possible now

What it means. The listing is in a state where this action does not apply (for example, publishing a listing that is already let).

What may have happened. The listing was paused, withdrawn or published by someone else a moment ago.

How to fix it.

1. Reload the page and check the listing's status.
2. Use the action the status offers (Resume, Run the checks, Publish).

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_variant_limitA unit can have at most three offers

What it means. One home can be advertised with up to three offers (for example monthly and annual); they count as one listing.

What may have happened. The unit already has three offers.

How to fix it.

1. Open the unit's offers and withdraw one you no longer need.
2. Then add the new offer.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_publish_blockedThe listing cannot be published yet

What it means. A check before publishing failed: a needed fact, a permit, your authority over the property, or a photo review.

What may have happened. A permit is missing or expired, a fact is not confirmed, or the photos wait for review.

How to fix it.

1. Open the listing and press Run the checks.
2. Fix each item the checks list.
3. Publish again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_invalid_offerThe offer's terms are incomplete

What it means. The rent, the price basis, a fee, a bill or the payment schedule is missing or not valid.

What may have happened. A field was left empty, an amount is negative, or the currency does not match.

How to fix it.

1. Open the Offers tab of the listing.
2. Correct the fields the message names and save.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_plan_listingsYour plan's active listings are full

What it means. Each plan includes a number of active listings; publishing one more would go over it.

What may have happened. All the plan's listings are live or paused-but-counted.

How to fix it.

1. Mark a let listing as let, or withdraw one.
2. Or move to a plan with more listings on the Billing page.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_publication_stoppedPublishing is stopped for now

What it means. Publishing listings is paused for this organisation, usually while a report about a listing is reviewed.

What may have happened. A safety stop was turned on by the support team.

How to fix it.

1. Keep your listings as drafts; nothing is lost.
2. Contact support to learn when publishing opens again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_published_immutableA published version never changes

What it means. What seekers saw stays exactly as it was; an edit becomes the next version.

What may have happened. The change was sent to a version that is already published.

How to fix it.

1. Edit the listing: your change is saved as a new version.
2. Publish the new version when its checks pass.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_import_allowanceThis month's AI listing drafts are used up

What it means. Each plan includes a number of AI listing drafts a month; this month's are used.

What may have happened. Several drafts were made this month.

How to fix it.

1. Create the listing by hand on the Listings page.
2. Or wait for next month, or move to a larger plan.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_url_rightsConfirm that the material is yours

What it means. The app reads a page, photos or text only when you confirm you own them or may use them.

What may have happened. The confirmation box was not ticked.

How to fix it.

1. Tick the box that you are allowed to use this material.
2. Read it again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_portal_urlOther portals' pages are not read

What it means. The app never copies listings from other property portals; it reads only your own page or files.

What may have happened. The address belongs to a listing portal.

How to fix it.

1. Use your own website's page, or upload your photos and description.
2. Read it again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_media_typeThis file type is not supported

What it means. Photos must be JPEG, PNG or WebP; documents PDF; voice notes MP3, M4A or OGG; videos MP4.

What may have happened. The file is another format, or it is damaged.

How to fix it.

1. Save the file in a supported format.
2. Upload it again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_media_sizeThe file is too large

What it means. Each kind of file has a size limit (a photo 25 MB).

What may have happened. The file is a very large original or a long recording.

How to fix it.

1. Make the file smaller (resize the photo or shorten the recording).
2. Upload it again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_forbidden_editThis edit would change what the home is

What it means. Photo fixes may straighten, crop or brighten a real photo, never add, remove or move walls, windows, views or damage.

What may have happened. The requested change alters the home's real condition.

How to fix it.

1. Use one of the fixes the photo page offers.
2. Show the home as it is; take a new photo if it changed.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_media_creditsNot enough media credits

What it means. Stronger enhancement uses media credits; the price shown before running is checked again when it runs.

What may have happened. The credits ran out, or the number of photos changed after the price was shown.

How to fix it.

1. Show the price again and confirm it.
2. Or choose fewer photos; the free fixes stay free.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_media_stoppedPhoto processing is stopped for now

What it means. Enhancement is paused for everyone for a short while; uploads and the free fixes still work.

What may have happened. A safety stop or maintenance.

How to fix it.

1. Try again later.
2. Your credits were not used.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_plan_featureThis feature is not in your plan

What it means. Some portfolio and media features start at a higher plan (a branded page from Pro, your own domain on Business).

What may have happened. The organisation's plan does not include it.

How to fix it.

1. See the plans on the Billing page.
2. Or keep the standard look, which every plan has.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_domain_proofThe domain's proof record was not found

What it means. Your domain serves your page only after its TXT record proves you own it.

What may have happened. The record was not added yet, has a typo, or DNS has not updated (it can take hours).

How to fix it.

1. Check the TXT record's name and value at your DNS provider.
2. Wait a little and press Check the record again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_link_expiredThis link has expired

What it means. Reconfirm and enquiry links work for a limited time and only once where they confirm something.

What may have happened. The link is old or was already used.

How to fix it.

1. Open the listing in the app and confirm from there.
2. Or ask for a new link.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_tour_hostThis tour link is not supported

What it means. Tours are links you already own from Matterport, Kuula, YouTube or Vimeo, over https.

What may have happened. The address is from another site, is not https, or is not a tour's address.

How to fix it.

1. Copy the tour's share link from the provider.
2. Add it again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_proof_closedThis proof request is closed

What it means. The seeker's request was already answered or declined.

What may have happened. A colleague answered it, or it expired.

How to fix it.

1. Reload the verification centre.
2. Answer the open requests only.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_import_stoppedListing import is stopped for now

What it means. Reading new listings from files and feeds is paused for a short while.

What may have happened. A safety stop or maintenance.

How to fix it.

1. Create the listing by hand meanwhile.
2. Try the import again later; nothing was counted.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_share_blockedThe share image cannot be made

What it means. Where a permit's QR must be shown with every advert, the image is made only with the issuer's QR; and only for a live listing.

What may have happened. The permit's QR image is missing, or the listing is not live.

How to fix it.

1. Upload the issuer's QR on the listing's Verification tab.
2. Publish the listing, then make the share kit again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_reader_unavailableThe listing reader is not available

What it means. The AI listing reader could not run just now; your material was kept.

What may have happened. A short outage, or the voice note could not be transcribed.

How to fix it.

1. Save what you have, or create the listing by hand.
2. Try the reader again later; the failed draft was not counted.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le1_confirm_exposureConfirm the marketplace change

What it means. Showing your listings in marketplace search, or taking them out, needs a confirmation that names the listings it affects.

What may have happened. The change was sent without its confirmation.

How to fix it.

1. Open Marketplace search in Settings.
2. Press the button, read the listings it names and confirm.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le5_slot_takenSomeone else just took this time

What it means. The time you chose had one place left, and another seeker asked for it a moment before you.

What may have happened. Two people asked for the same time at once; only one request can hold the last place.

How to fix it.

1. Choose another of the free times shown under the message.
2. If none suits you, ask the advertiser in the conversation for another time.

Still stuck? Contact support from Help → Support with the code after # in the help link and the listing's name.

le5_confirm_detailsConfirming needs who hosts and how the seeker gets in

What it means. A viewing is confirmed only with the person who hosts it and the access arrangement; a video viewing needs the video link you send.

What may have happened. The host, the access arrangement or the video link was left empty, or the video link is not an https address.

How to fix it.

1. Choose the member who will host the viewing.
2. Choose how the seeker gets in (the agent meets them, a key box, the concierge desk, the owner) or write it.
3. For a video viewing, paste the https link of the call.

Still stuck? Contact support from Help → Support with the code after # in the help link.

le5_viewing_stateThis step is not possible now

What it means. The viewing is in a status where this action does not apply, for example confirming a viewing that is already confirmed, or recording "Attended" before its time.

What may have happened. A colleague or the seeker changed the viewing a moment ago (confirmed, cancelled or rebooked it), or the viewing has not started yet.

How to fix it.

1. Reload the page to see the viewing's current status.
2. Record Attended or No-show only once the viewing's time has begun.

Still stuck? Contact support from Help → Support with the code after # in the help link.

le5_calendar_reauthThe host's calendar sign-in stopped working

What it means. The host's connected calendar (Google) no longer accepts our sign-in, so we cannot see when they are busy. Their viewing times are closed until they sign in again, so no seeker is given a time that may clash.

What may have happened. The host removed LeaseExact's access in their Google account, changed their password, or the permission expired.

How to fix it.

1. The host opens Settings → Connections and signs in to the calendar again.
2. Their viewing times open again by themselves; the seeker can choose one of the other free times meanwhile.

Still stuck? Contact support from Help → Support with the code after # in the help link and the host's name.

le5_link_goneThis viewing link is no longer valid

What it means. The viewing link from your e-mail or reminder has expired or does not exist.

What may have happened. The link is older than 30 days, it was copied incompletely, or the advertiser removed the viewing.

How to fix it.

1. Open the newest message about the viewing and use its link.
2. Or open your viewings in your LeaseExact account.

Still stuck? Contact support from Help → Support with the code after # in the help link.

le5_rule_invalidThe viewing times are not complete

What it means. The viewing times of a listing could not be saved because a field is missing or out of range.

What may have happened. No day or no host was chosen, the end time is before the start time, or a number (length, buffer, notice, days ahead, people per viewing) is outside what is allowed.

How to fix it.

1. Choose at least one day and at least one host.
2. Make the end time later than the start time.
3. Keep the viewing length between 10 and 240 minutes and the days ahead between 1 and 60.

Still stuck? Contact support from Help → Support with the code after # in the help link.

le5_stale_versionThe viewing times changed since you opened them

What it means. Someone saved this listing's viewing times after you opened them, so your change was not saved over theirs.

What may have happened. A colleague edited the same listing's viewing times.

How to fix it.

1. Reload the page to see the newest viewing times.
2. Make your change again and save.

Still stuck? Contact support from Help → Support with the code after # in the help link.

le4_control_changedSomeone else is now in charge of this conversation

What it means. While you were typing, the person in charge of this conversation changed. Your message was not sent, and a queued AI assistant reply was not sent either.

What may have happened. A colleague took the conversation over; it was handed back to the AI assistant; or the assistant was paused for it.

How to fix it.

1. Reload the conversation to see who is in charge now.
2. If you should answer, use Claim or Take over, then send your message again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation.

le4_takenA colleague took this conversation first

What it means. You and a colleague pressed Claim or Take over at almost the same moment. The first one owns the conversation.

What may have happened. Two people saw the same new conversation in the queue and both picked it up.

How to fix it.

1. Reload the conversation to see who owns it.
2. If you should handle it, ask that colleague to hand it to you, or ask a manager to reassign it.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation.

le4_closedThis conversation is closed

What it means. The conversation was closed, so nothing more can be sent in it and it cannot be reopened.

What may have happened. You or a colleague closed it, possibly a moment ago in another tab.

How to fix it.

1. Check the closed queue to see when and by whom it was closed.
2. If the seeker writes again, they start a new conversation, and you answer there.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation.

le4_windowWhatsApp's 24-hour window has closed

What it means. WhatsApp allows free text only within 24 hours of the person's last message. After that, only an approved template can be sent.

What may have happened. The seeker's last message is more than 24 hours old.

How to fix it.

1. Send an approved template instead of free text.
2. When the seeker replies, the 24-hour window opens again and you can write freely.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation.

le4_templateThis template is not approved or is paused

What it means. A WhatsApp template can be sent only once Meta has approved it, and a paused template cannot be sent.

What may have happened. The template is still waiting for Meta's review, was rejected, or was paused.

How to fix it.

1. Open Inbox → Assistant → Channels and check the template's status.
2. Choose another approved template, or wait until this one is approved again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the template's name.

le4_rate_limitedToo many messages in a short time

What it means. Sends and uploads have a limit per short period, which protects your number and your seekers from spam.

What may have happened. Many messages or files were sent quickly, by you or by colleagues at once.

How to fix it.

1. Wait a moment.
2. Try again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

le4_blockedMessages can no longer be sent in this conversation

What it means. Sending is switched off in this conversation.

What may have happened. Your organisation blocked this seeker, or the conversation was reported.

How to fix it.

1. Ask a manager whether the seeker was blocked on purpose.
2. If the seeker still needs an answer, ask the manager how your organisation wants to reply.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation.

le4_plan_featureThis feature is not in your plan

What it means. Your organisation's plan does not include this part of the inbox.

What may have happened. The WhatsApp channel needs Pro or above; queues and reports need Team or above; the AI assistant is not on Free.

How to fix it.

1. Ask the account owner to compare the plans and choose one that includes this feature.
2. After an upgrade, reload the page and try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the feature you tried.

le4_not_activatedThe AI assistant is not switched on yet

What it means. A channel can be set to let the AI assistant answer only after the assistant itself is switched on.

What may have happened. You chose the mode "answers" for a channel before switching the assistant on.

How to fix it.

1. Open Inbox → Assistant and finish the set-up steps.
2. Switch the assistant on, then set the channel's mode again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the channel.

le4_activationFinish the set-up steps before switching the AI assistant on

What it means. The AI assistant can be switched on only when every set-up step is done. The trial never switches it on by itself.

What may have happened. One or more steps are missing: a plan that includes the assistant, at least one approved knowledge answer, one test conversation in the set-up screen, or a named handover person.

How to fix it.

1. Open Inbox → Assistant and see which steps are still open.
2. Finish them, then switch the assistant on again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

le4_too_longThe message or file is longer than allowed

What it means. A message can be up to 4,000 characters and a file up to 10 MB.

What may have happened. The text was pasted from a long document, or the file is a large photo, video or PDF.

How to fix it.

1. Split a long message into two or more.
2. Make the file smaller (for example compress the PDF or the photo), then send it again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

le4_voiceThe voice note is longer than two minutes or too large

What it means. A voice note can be up to 120 seconds and 2 MB.

What may have happened. The recording ran past two minutes.

How to fix it.

1. Record a shorter voice note, or split it into two.
2. Or type the message instead.

Still stuck? Contact support from Help → Support with the code after # in the help link.

le4_transitionThis change is not possible in the conversation's current state

What it means. The conversation is in a state where this action does not apply (for example, handing back a closed conversation).

What may have happened. Someone closed, claimed or handed back the conversation a moment ago.

How to fix it.

1. Reload the conversation and check its status.
2. Use the action the status offers.

Still stuck? Contact support from Help → Support with the code after # in the help link and the conversation.

le4_knowledge_invalidThe answer is incomplete or its dates are not valid

What it means. An approved answer for the AI assistant needs an answer text, a valid scope and audience, and an expiry date after its start date.

What may have happened. The answer text is empty; no scope or audience was chosen; or the expiry date is before or on the start date.

How to fix it.

1. Fill in the answer text and choose the scope and audience.
2. Set an expiry date after the start date.
3. Save again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the answer's question.

le4_away_invalidEnter who is away and when they are back

What it means. The away list needs a team member and a return date.

What may have happened. The member's id or the date was left empty, or the date was not a full date.

How to fix it.

1. Type the team member's id as it appears in Team.
2. Pick the day they are back, then press "Mark as away" again.

Still stuck? Contact support from Help → Support with the code after # in the help link.