Troubleshooting

Quick fixes for the issues that stop work in the field or office.

10 articles7 topicsOwner/Admin, All users, Crew

Common tasks in this section

Can't sign in / reset password Crew can't see jobs Route is not loading Quote did not send Invoice still looks unpaid Payment failed Customer can't sign in Stripe connection failed Stripe payout or hold QuickBooks not syncing Discount code not working

Popular in this section

Portal AccessOwner/Admin

A customer can't sign in to the portal

Work through the five usual causes: no invite yet, expired invite, wrong sign-in page, wrong email or phone on the record, or a business account using the same email.

AuthenticationAll users

Can't sign in or reset your password

Three sign-in pages (business, crew, customer), what each rejects, and how to reset a password from each.

Crew LoginCrew

Crew can’t see their jobs

Six checks, in order: signed in as the right person, assigned to the crew or job, looking at the right day, offline snapshot out of date, trial expired, or account deactivated.

Browse by topic

Authentication

1 article

Can't sign in or reset your passwordThree sign-in pages (business, crew, customer), what each rejects, and how to reset a password from each.

Crew Login

1 article

Crew can’t see their jobsSix checks, in order: signed in as the right person, assigned to the crew or job, looking at the right day, offline snapshot out of date, trial expired, or account deactivated.

Payments

3 articles

Invoice still looks unpaid after the customer paidMatch what actually happened (card, ACH processing, cash, partial, credit, autopay retry) to why the invoice shows open, and fix it in one step.Payment failedWhat to do when a customer's card is declined, an autopay charge fails, or Stripe rejects a payment, and how retries work.Discount code is not workingThe code is inactive, misspelled, being applied in the wrong place, or the invoice was already sent. How to check each.

Portal Access

1 article

A customer can't sign in to the portalWork through the five usual causes: no invite yet, expired invite, wrong sign-in page, wrong email or phone on the record, or a business account using the same email.

Quoting

1 article

Quote did not sendCheck the readiness panel, the delivery channels chosen, the customer's email and phone, SMS settings and texting window, and the delivery status on the quote.

Routing

1 article

Route is not loadingThe route tab is empty, stuck, or shows an old day. Check whether the office sent the route, refresh on signal, allow location access, and check the date group.

Stripe

2 articles

Stripe connection failed or shows Not connectedStripe sent you back without connecting, or the page still says Not connected after you finished. Refresh, check the Stripe account, and reconnect.Stripe payout delayed or account on holdPayments succeeded but the money hasn't arrived, or Stripe says verification is needed. Payout timing, holds, and where to fix each in Stripe.

Best place to start

Start 1Portal Access

A customer can't sign in to the portal

Work through the five usual causes: no invite yet, expired invite, wrong sign-in page, wrong email or phone on the record, or a business account using the same email.

Start 2Authentication

Can't sign in or reset your password

Three sign-in pages (business, crew, customer), what each rejects, and how to reset a password from each.

How to use this section well

Start with the fix that is blocking work right now, and copy the exact on-screen message when you contact support.

Use task-based articles first, then reference articles after the workflow is moving.
Share specific article links with crews or customers instead of sending them to the homepage.
Contact support if the live UI does not match the documented path.

Still need help?

Contact Zentive support

Include your business name, account email, what you were trying to do, what happened instead, and a screenshot if possible. For billing, sync, or login issues, include the exact error message if shown.

Replies by emailLogin, billing, sync, and setup help

Email support