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 customer or employee import errors
What each import error means, how to fix the file, and how to re-upload only the failed rows.
Handle a dispute or chargeback
When a customer's bank reverses a card payment, Zentive marks the invoice disputed and Stripe collects evidence. Respond in Stripe within the deadline; the outcome flows back.
Work without signal
What the crew app keeps on your phone, what queues while you are offline, how the pending-sync badge and sync tray work, and what to do when signal returns.
Mailchimp audience isn't syncing
Check the connection status, the selected audience, that customers are Active with an email, and Mailchimp's own compliance holds.
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.
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 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in order: signed in as the right person, assigned to the crew or job, looking at the right day, offline snapshot out of date, trial expired, or account deactivated.
Route is not loading
The 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.
Quote did not send
Check 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.
Invoice still looks unpaid after the customer paid
Match what actually happened (card, ACH processing, cash, partial, credit, autopay retry) to why the invoice shows open, and fix it in one step.
Payment failed
What to do when a customer's card is declined, an autopay charge fails, or Stripe rejects a payment, and how retries work.
Stripe connection failed or shows Not connected
Stripe 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 hold
Payments succeeded but the money hasn't arrived, or Stripe says verification is needed. Payout timing, holds, and where to fix each in Stripe.
Discount code is not working
The code is inactive, misspelled, being applied in the wrong place, or the invoice was already sent. How to check each.
QuickBooks is not syncing
Read the reason in the sync activity log, fix the mapping or connection it names (tax code, item, customer, expired token), and retry.
Duplicate customers or invoices in QuickBooks
Why duplicates appear (unlinked customers, manual entry, re-sync after edits) and how to merge in QuickBooks and relink in Zentive so it stops.
Webhook deliveries are failing
Read the delivery log's status code and response, fix the endpoint (must be public HTTPS returning 2xx quickly), verify the signature, and re-trigger.
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.