Fix the problem that is blocking the day.
Start with the fastest likely fix. These articles are written for office and field users who need the answer quickly on mobile.
Top urgent fixes
Fix CSV import errors
Download failed rows, fix validation issues, and rerun only the corrected customer import records.
Stripe pending verification and errors
Understand Stripe pending verification, rejected verification, failed connection, and bank account errors during setup.
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.
QuickBooks is not syncing
Fix the most common QuickBooks sync issues before they block invoices, payments, or office cleanup.
Reset password
Get back into Zentive fast when you forgot your password or your reset link stopped working.
Fix payment failed
Handle failed payments quickly so billing issues do not turn into extra calls, confusion, or unpaid work.
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.
Import customers failed
Clean up the file issues that usually break a customer import so you can get the list in without reworking it three more times.
Stripe connection failed
Work through the common Stripe setup problems before assuming payments are completely blocked or your account is unusable.
Route is not loading
Get 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.
Quote did not send
Work through the common reasons a quote looks stuck, unsent, or never reaches the customer so your sales process does not stall out.
Invoice still looks unpaid
Check 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.
Discount code is not working
Fix discount problems when a code will not apply, the amount looks wrong, or the customer cannot redeem it.
Work offline in the field
Understand what crews can do when service is weak and how to sync field updates once the phone is back online.
Fix Stripe payout or verification holds
Understand why Stripe may allow payments but still hold payouts or ask for more business information.
Handle Stripe disputes and chargebacks
Know what to collect when a customer disputes a card payment or a chargeback appears on a paid invoice.
Fix duplicate records before QuickBooks sync
Clean up duplicate customers, service items, invoices, or time records before they turn into accounting cleanup.
Fix public integration or webhook delivery
Troubleshoot API keys, webhook delivery, and missing records from outside systems connected to Zentive.
Best office-side fixes
Best field-side fixes
What to send support if the fix does not work
- Your business name and account email
- What you were trying to do when the issue happened
- The exact error message, if one appeared
- A screenshot from your phone or desktop if possible
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.