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Troubleshooting

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

8 articles8 topicsCrew, Owner/Admin

Common tasks in this section

Reset password Quote did not send Invoice still looks unpaid Import customers failed Stripe connection failed Route is not loading

Popular in this section

Crew can't see jobs

Get a crew member back to work fast when jobs are missing from the crew app, route, or job list.

PaymentsOwner/Admin

Fix payment failed

Handle failed payments quickly so billing issues do not turn into extra calls, confusion, or unpaid work.

Customer Portal LoginOwner/Admin

Customer can't log in

Help a customer get back into the portal without a long phone call, a bunch of guesswork, or another expired reset link.

Browse by topic

Crew Jobs

1 article

Crew can't see jobsGet a crew member back to work fast when jobs are missing from the crew app, route, or job list.

Customer Import

1 article

Import customers failedClean up the file issues that usually break a customer import so you can get the list in without reworking it three more times.

Customer Portal Login

1 article

Customer can't log inHelp a customer get back into the portal without a long phone call, a bunch of guesswork, or another expired reset link.

Invoicing

1 article

Invoice still looks unpaidCheck the common reasons an invoice still shows open after a payment so you can tell whether it is a delay, a failed payment, or a sync issue.

Payments

1 article

Fix payment failedHandle failed payments quickly so billing issues do not turn into extra calls, confusion, or unpaid work.

Quoting

1 article

Quote did not sendWork through the common reasons a quote looks stuck, unsent, or never reaches the customer so your sales process does not stall out.

Routing

1 article

Route is not loadingGet the map or stop list back when a crew member opens the route and sees a blank screen, bad stop order, or nothing useful at all.

Stripe

1 article

Stripe connection failedWork through the common Stripe setup problems before assuming payments are completely blocked or your account is unusable.

Best place to start

Start 1Crew Jobs

Crew can't see jobs

Get a crew member back to work fast when jobs are missing from the crew app, route, or job list.

Start 2Payments

Fix payment failed

Handle failed payments quickly so billing issues do not turn into extra calls, confusion, or unpaid work.

How to use this section well

Start with the urgent fix that is blocking work right now, then follow the linked next-step articles.

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

Troubleshooting Help Articles | Zentive Help