Troubleshooting

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

Confirm the selected shop and search with another known identifier before creating a duplicate. Review Customers and vehicles. If creation is blocked by capacity, check Plan & usage.

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. Provider setup and workflow requirements are separate; changing a plan does not grant a role permission or finish provider onboarding.

Work cannot move forward

In the work order, 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.

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 and Integrations. Use an approved alternative channel when sending is unavailable.

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. 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

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.

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.

The schedule shows an unexpected time

Confirm the shop timezone in Scheduling settings and review the saved commitment in 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

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

When to escalate

Open Help & support in your profile menu with the intended shop selected. Its report guide 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.