Common Issues

This is a quick-reference list of the problems the team runs into most often. For deeper dives, see the linked pages.

"I can't see a page I expect to see"

Your sidebar is built from your role(s). If a page you need isn't there:

Check /help/permissions/page-access-matrix to confirm your role should have access.
If it should, ask your manager or an admin to check your role assignment on /admin/users.
If it's a one-off need (not part of your normal job), an admin can grant it via a permission set on /admin/permission-sets instead of changing your role.

Note: admin and executive always see every page. If you're one of those roles and still can't see something, something else is wrong — contact engineering.

See /help/troubleshooting/access-denied if you actually hit the "Access Denied" screen.

"The page says Access Denied"

See the dedicated guide: /help/troubleshooting/access-denied.

"A customer's payment isn't showing up"

See the dedicated guide: /help/troubleshooting/payments-not-showing.

"The property lookup / RentCast info is missing on a customer page"

See the dedicated guide: /help/troubleshooting/property-lookup-missing.

"ServiceTitan push failed" or "job didn't sync"

See the dedicated guide: /help/troubleshooting/servicetitan-sync.

"I started a call recording by accident" / "the recording dock won't go away"

The Appointment Note Taker starts recording automatically when you open /bookings/new from the New Booking + Start Recording quick action. A sticky dock appears at the bottom of the screen with Stop, a timer, and a red/yellow/green coaching status indicator (based on ADD: Align, Discover, Design, Decide).

Click Stop in the dock to end the recording.
If you opened the booking flow without meaning to start a recording, stop it immediately — a transcript and AI summary will still be generated for whatever was captured.

Tip: Recording is mic-only by default, not screen capture.

"My estimate/proposal numbers look wrong"

Confirm you're looking at the right stage: estimates live on /estimate, proposals live on /proposals and /workbench/:proposalId. They are separate objects — an estimate isn't automatically a proposal.
Proposals are immutable once created. If a proposal has an error, it can't be edited directly — it must be reversed ("unsold") and re-issued. This is intentional, not a bug.
Payment options should appear in this order: Financing, then Full Project (50/50), then Discounted (100% down). If the order looks different, that's worth flagging.

"The stage on the customer/opportunity page doesn't match what I expect"

Pipeline stages are: New Lead → consultation booked → estimate → proposal sent → sold (SAD paid) → site assessment → scope validation → project deposit → manufacturing release → installed.

Remember: SAD = Site Assessment Deposit. A deal is only "sold" once the SAD is paid — a sent proposal alone doesn't count as sold.

Warning: Stage labels shown in the UI don't always match the internal database keys engineers use in conversation. If you're troubleshooting with engineering, confirm you're both talking about the same stage. See /help/rollout/naming-conventions.

"I don't see 'adders' anywhere"

That's intentional — the correct term in this app is Necessary Components, not "adders." See /help/rollout/naming-conventions.

"The Door/slab material won't push to ServiceTitan"

This is a known, currently-blocked issue. See /help/troubleshooting/servicetitan-sync.

Still stuck?

Ask your manager, then an admin. If it looks like a genuine bug (not a permissions or data issue), it should be logged so engineering can track it — don't just work around it silently, since the same issue is likely hitting other people too.

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