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Troubleshooting¶

"Invalid email or password"¶

Double-check the email address (it must match exactly, including case for the domain).
Passwords are case-sensitive.
If you cannot remember your password, ask your administrator for a reset link.

"Your account is inactive"¶

Contact your administrator to re-activate your account.

"Invite link has expired"¶

Invite links expire after 72 hours.
Ask your administrator to resend the invite.

Check your internet connection.
Try a different browser or clear your browser cache.
Try an incognito/private window to rule out extension conflicts.

Quick Update issues¶

"Blocked: Yesterday's evening confirmation must be locked first"¶

Open Evening for the previous date and complete and lock it before returning to today's Morning.

"Blocked: Opening dip readings not submitted"¶

Open Tank Dips and submit opening readings for all configured tanks.

Nozzle reading is lower than expected¶

Check if the totalizer has rolled over (reached its max and reset). If so, submit the reading as shown and create a Meter Adjustment.
Verify you are entering the reading from the correct pump.

Wrong product delta on a nozzle¶

Check the nozzle-to-tank link in site setup. The nozzle may be linked to the wrong tank.

Date chip shows incorrect date¶

Date chips always show the last three calendar dates. If a date is missing, refresh the page.

Day-end issues¶

Day end won't lock — missing data¶

The system prevents locking if required sections are incomplete. Check each section for red indicators.
Common missing items: payment breakdown not matching nozzle delta, banking not submitted.

Day end locked by mistake¶

Ask an Admin, Support, or Retail Manager to reopen the day end. They will need to enter a reason.

Delivery issues¶

Large variance on a delivery¶

Check the waybill quantity vs the truck dip. A discrepancy may indicate transit loss.
Verify the site dip before and after were taken correctly.
If variance exceeds your company threshold, raise a support ticket.

Email / invite issues¶

User not receiving invite email¶

Check the spam/junk folder.
Ask the admin to resend the invite — it generates a fresh token.
If email is not configured on your system, the admin can share the invite link manually.

Performance issues¶

Pages loading slowly¶

Check your internet connection speed.
Try a different browser.
Clear your browser cache and cookies.

Reports timing out¶

Reduce the date range of the report.
Run the report during off-peak hours.

Still stuck?¶

Contact your system administrator or raise a Support Ticket via Compliance → Support tickets.