Troubleshooting
It will not let me do something
A greyed-out button, a warning, or a screen that is missing: the four causes.
When something will not go through it is almost never a fault: a condition is missing. Four causes explain practically every case, and they are told apart by what the screen says.
| What you see | What is missing | Who fixes it |
|---|---|---|
| Insufficient balance warning | Credits for that action | Whoever can top up, usually an administrator |
| Licence warning | The licence has expired or been cancelled | Whoever handles the commercial relationship |
| The button is not there | Permission for that action | An administrator in your organisation |
| A contact detail is missing | Phone, email or a required field | You, on the contact record |
Important
The first two are worth telling apart: with no balance you top up and carry on; with an expired licence, topping up does not solve it — you need whoever handles the commercial relationship, and until then nothing can run.
Before writing to anyone
- 1
Read the whole warning: it nearly always says which of the four it is.
- 2
If a button is missing, ask whoever administers your account before support.
- 3
If the warning carries an error code, copy it: that is no longer a missing condition, it is a fault.
Watch out
A missing button is usually correct, not a problem. Not everyone needs to be able to delete, invite or change settings: if you are missing something you genuinely need for your work, that is a permissions conversation, not a support ticket.
Worth knowing
Warnings of this kind do not lose what you were doing. What was prepared stays; it is only waiting on the missing condition.
›Can I find out which permission I lack?
An administrator can see it on your record.
›Do I lose what I had prepared?
No, it waits.
›What if the warning says nothing clear?
Then yes, to support with the error code.
A real case
The situation
Someone cannot launch a send and assumes it is broken.
What you do
- Reads the warning: insufficient balance
- Tells the administrator, who tops up
What you get
Launches the send ten minutes later, with no ticket opened.
The situation
The button is greyed out and nobody knows why.
What you do
- Checks whether something must be completed first
What you get
The missing condition becomes visible instead of assuming a fault.
The situation
An option does not appear in the menu.
What you do
- Checks whether the permission fits that role
What you get
What is absent is explained without writing to support.
The situation
A warning prevents saving and is not understood.
What you do
- Reads which field the warning points to
What you get
The block clears by correcting that field.
The situation
It works in one file and not in another.
What you do
- Compares the status of both
What you get
The difference is the status, not a fault.
The situation
Somebody asks for administrator rights for a one-off task.
What you do
- Checks which specific permission is needed
What you get
The minimum is granted rather than everything.
This article answers
- the button is disabled
- it will not let me send
- i cannot create a process
- a warning appears and i cannot continue