Start from the message beside the affected action. Keep the current record and check its recorded state before repeating a payment, invoice, plan change, or provider setup.

## A customer or vehicle looks missing [#a-customer-or-vehicle-looks-missing]

Confirm the selected shop and search with another known identifier before creating a duplicate. Review [Customers and vehicles](/customers-and-vehicles). If creation is blocked by capacity, check [Plan & usage](/plan-and-usage).

## An action is unavailable [#an-action-is-unavailable]

Read the displayed reason. If your role lacks permission, ask the shop owner to review access. If the reason concerns a plan or capacity, use [Plan & usage](/plan-and-usage). Provider setup and workflow requirements are separate; changing a plan does not grant a role permission or finish provider onboarding.

## Work cannot move forward [#work-cannot-move-forward]

In the [work order](/workflows/work-orders), review the service's readiness and resolve approval, arrival, assignment, parts, or hold requirements. A calendar appointment does not record arrival or assign a technician. Additional work needs approval in [Estimates](/workflows/estimates).

## A message did not reach the customer [#a-message-did-not-reach-the-customer]

Confirm the intended recipient and the recorded sending result. Copying a Smart Link does not send a message. A delivery attempt does not record customer approval. Review [Customer communication](/workflows/customer-communication) and [Integrations](/integrations). Use an approved alternative channel when sending is unavailable.

## A provider connection is incomplete [#a-provider-connection-is-incomplete]

Open **Settings → Integrations → Payments** and read the state and next action:

* **Setup pending:** if Stripe is reviewing the account, wait for verification. If **Continue setup** is offered, complete the requested information.
* **Action required:** use **Review account** to resolve the provider's restriction when that action is available.
* **Shop configuration:** review the business country and currency in Shop settings before opening setup again. Do not change real business details merely to bypass eligibility.
* **Connection or country repair:** if the message says the Stripe account belongs to a different country or the connection needs repair, contact [Help & support](/help-and-support). This is a held connection; refreshing, repeating setup, changing plan, or disconnecting it is not the repair.
* **Temporary load or session failure:** use the displayed retry only when offered. If the connection changed, refresh the page first to load its current state.

Account eligibility, plan, geography, configuration, and rollout can affect availability. Never paste credentials into notes or support reports.

## A payment or invoice result is unclear [#a-payment-or-invoice-result-is-unclear]

Do not charge or issue another invoice immediately. Return to **Billing** in the job and review the invoices, payments, and remaining balance. Check the provider state when relevant. A browser return or missing refresh alone does not establish failure. See [Payments](/workflows/payments).

## The job is paid but will not close [#the-job-is-paid-but-will-not-close]

Check incomplete work, uninvoiced approved items, parts awaiting handover, and vehicle release when applicable. Paid does not mean work completed or vehicle collected. Follow the closeout requirements in [Run a work order](/workflows/work-orders).

## The schedule shows an unexpected time [#the-schedule-shows-an-unexpected-time]

Confirm the shop timezone in Scheduling settings and review the saved commitment in [Scheduling](/workflows/scheduling). The shop timezone controls operational times even when the browser is elsewhere. A declined or rescheduled customer appointment may need a new confirmation.

## A file will not upload [#a-file-will-not-upload]

Read the file type, size, permission, or storage message at the upload control. If storage is full or reconciling, check [Plan & usage](/plan-and-usage). If an attachment may already exist, inspect the saved record before uploading again. Keep unrelated personal information out of evidence; see [Data handling](/data-handling).

## When to escalate [#when-to-escalate]

Open **Help & support** in your profile menu with the intended shop selected. Its [report guide](/help-and-support) explains safe text, confirmed receipt, and uncertain outcomes. It accepts text and optional reviewed context, without screenshot or replay attachments.

Record the visible action, approximate time with timezone, and user-safe error wording. State what you expected and whether the result is pending, failed, or already recorded. Use customer, vehicle, or job identifiers only through an approved private support channel.

The manual's **Contact TorqueOps** link opens the public contact page and does not attach your job automatically. Remove personal details and live customer links from screenshots. Never include passwords, card details, API keys, or security codes. See [Data handling](/data-handling).