Access and permissions
A menu entry I need is missing. You do not have the ability behind it. The sidebar hides what you cannot reach. Ask an administrator — see How permissions work.
My permissions were changed and nothing happened. Your permission list is cached in the browser when you sign in. Sign out and back in.
A button is visible but the action fails. The same cause, from the other side: your cached list says you may, the server says you may not. Sign in again.
I am sent back to the login page repeatedly. Your session cookie expires 24 hours after sign-in. If it is happening sooner, your browser is clearing cookies for the site.
I cannot assign someone a role. "You can only assign roles with lower privilege levels than your own." The role is more senior than yours. If you hold several roles, the check uses your least senior one — an administrator also carrying a junior role is limited by the junior one.
I cannot edit a role. "This role is managed by a preset and cannot be modified directly." It came ready-made with your company. Build your own role alongside it.
I cannot add a member. Either "Seat limit reached (n/n)" — free a seat or upgrade — or "An active subscription is required to add members", which means billing needs attention first.
Leads and companies
Qualify does not work. The lead needs a company name, a VAT ID unless the client type is Foreigner, and either a phone number or an email. The message on screen says which is missing.
"VAT ID already exists. You can add contact for the company instead." The customer is already in the system under another record. Do not create a duplicate — add this person as a contact on the existing company, or a customer profile if it is a genuinely separate arrangement.
I imported a spreadsheet and half the fields are empty. The importer maps by exact column heading. A heading that does not match is not reported as an error — the column simply arrives empty. Check the headings against Working with leads and re-import a small batch.
A customer appears twice. Someone created a duplicate rather than finding the existing record. Decide which is authoritative, move recent activity to it, and set the other inactive rather than deleting it.
Quotations
A quotation cannot be created for a credit customer. Either the balance check is still running, or it failed. Insufficient balance routes to exception approval and does not block you; check failed does block, and should be escalated rather than worked around. See Creating a quotation.
A quotation is stuck in a "pending exception approval" state. It is waiting for a person. See Working the exceptions queue.
The quotation priced at zero, or with no lines. No contract matched. Check the customer profile on the quotation, and that the contract is active with apply in quotation set. See Contracts and tariffs.
The total looks wrong.
Check the unit on each line first — W/M versus CBM, and the ×Days variants for storage. Then check minimum charges have applied, and that any depends on line found its base. Run Calculate again; totals do not recompute as you type.
Shipments
A shipment will not move to the next step. Work down: is the transition defined from its current step; are you a permitted operator; is the transition enabled; does a precondition fail? See Running a transition.
A bulk transition was refused for all shipments. "Some shipments are not in the expected step." Every selected shipment must start from the same step — nothing is applied partially. Deselect the odd ones out.
A date will not save. The enforced order is pickup ≤ cutoff ≤ actual departure ≤ actual arrival. If the dates look right, check the year.
A MAWB or ACID number is rejected. ACID must be exactly 19 digits. A MAWB is 8 digits, or a 3-digit airline prefix plus 7–8 digits; its prefix must match an airline in the catalog, and its last digit must be 6 or lower. "No ACID validation response received from Nafza" is a connectivity problem — retry rather than re-keying.
I cannot create a quotation from a shipment. Five conditions: no existing quotation, an incoterm set, Prepaid payment term, at least one package or container, and an operator. The Prepaid restriction is the one people do not expect.
Split or merge is refused. Split is LCL import only, needs at least two parts, and the volumes and weights must add up to the original. Merge needs matching origin/destination, shipment type, shipping type and workflow step. See Splitting and merging shipments.
A document was not generated, or an email was not sent. Those are post-actions on a transition. If someone advanced the shipment by editing fields instead of running the transition, none of them ran.
A shipment arrived from an external system and looks incomplete. Check its update results — inbound messages record what applied and what failed, with validation errors marked error or warning.
The arrival date contradicts the vessel's. Something was updated at the wrong level. If it is true of every shipment on the sailing, it belongs on the voyage. See Master shipments, containers and voyages.
Invoices
An invoice went to the wrong company. There are three company roles — customer, billing and credit responsible — each edited separately. See Invoices. If the invoice has been issued or submitted for VAT, correct it with a credit note, not an edit.
A VAT submission failed. Usually the data, not the submission: missing tax registration on the billing company, a tax group mismatch, rounding, or a line with an unrecognised billing code. After a partial failure the selection resets to the failures so you can resubmit them. See The VAT portal.
I cannot edit an invoice. Three possibilities: its type has allow update off; it carries an accounting reference number; or it already has credit notes.
"An unpublished invoice of this type already exists." The type does not allow multiples and an earlier draft is still open. Find it and publish or remove it.
A storage invoice is not calculating days. The invoice type needs apply validity policy enabled — check that before the tariff or the units.
Expenses
A job's margin looks too good. Its costs are probably not recorded yet. Check Quotation charge lines and closed periods for lines still awaiting cost.
A supplier invoice does not match what we expected to pay. That gap is the point of recording it. Either the estimate on the quotation was wrong or the vendor is. Establish which before approving.
I cannot edit or delete a vendor invoice. Only PENDING invoices are editable, and only PENDING can be deleted — unsubmit first.
"No available quotation chargeLine for shipment …" Either nothing was quoted for that charge code on that shipment, or an earlier vendor invoice already claimed it. Check for a previous invoice before adding the line by hand.
The invoice date is refused. "Falls within or before a closed accounting period." Note or before — closing March also blocks a February date. Use an open period.
A custody line will not reconcile. The actual amount must equal the whole vendor invoice total, the invoice must not already be claimed by another custody line, and every line that is not marked empty reconcile must name an invoice.
Quotations, continued
I cannot change a charge line. "It is backed by expense line …" — a vendor invoice has claimed it. Deal with the vendor invoice first.
A quotation action is refused on status. Processed and cancelled quotations are closed to most actions. Make the change on the shipment or invoice instead.
Finance
An expected journal never appeared. Check the event log first — it usually answers outright: no event at all (problem upstream), failed (the error says why), parked for manual intervention, or processed with no rule matching. Then work down the posting-rule checklist. See Financial reports and the event log and Posting rules.
An account shows a balance on the wrong side. Either a posting rule has Dr/Cr reversed, or the account's type has the wrong normal balance. See The chart of accounts.
A parent account's total does not equal its children. It is postable and has been posted to directly. Post to leaves only.
The ledger does not agree with the bank. Run the bank reconciliation report. Statement lines with no ledger entry mean something was never recorded; ledger entries with no statement line usually mean a duplicate or a payment that never left.
A tax rate changed and I cannot edit the tax group. By design — the group's identifier is the rate, and editing it would restate historic documents. Create a new group and point future invoice types at it.
When to escalate
Escalate rather than working around it when:
- a balance check fails repeatedly — that is a system fault, and approving past it defeats a control;
- the event log shows a growing backlog — the ledger is incomplete by an amount nobody has quantified;
- a workflow step has no way out — the workflow needs fixing, not the shipment;
- numbers already reported have changed — find out why before anyone reports them again.
Last updated 9 September 2026