12. Troubleshooting and FAQ

A ship doc will not move to Shipped and says it is on payment hold.

The customer's terms require payment before shipping and the ship doc still has a balance. COD and Net terms (Net 15, Net 30 and so on) can ship unpaid; any other terms name holds the ship doc. Record the payment, change the order's terms, or have someone with "Override payment hold on shipping" ship it. Check the terms name in Lists › Terms.

An order cannot be approved because of the credit limit.

Credit checking is on (Preferences › Sales › Check the credit limit before approval). Raise the customer's limit, take a payment, or have a role with "Override credit hold" approve it. Check which balance is used: Credit check uses Invatrak's customer ledger.

A setting is greyed out.

Your role can view the page but not change it. Ask an administrator, or see the "Who can change it" note on the option in this guide.

A user cannot sign in.

Check, in order: the user is Active and not Locked; their role's Time Of Day Restrictions and IP Restrictions (or their own hours and addresses, if "Use this person's…" is ticked); the company Allowed addresses; and whether Google or Microsoft is set to Require or Disable. Reset sign-in on the user lets them sign in once with a password.

I saved an IP restriction and now I cannot get in.

Invatrak refuses a list that blocks your current address unless you tick the confirmation box. If another administrator can sign in from an allowed address, they can clear the list; otherwise contact Invatrak support.

Email from Invatrak is not arriving or goes to spam.

Check Integrations › Email, SMTP, and Gmail: one connection must be the sender, and Send test should arrive. Then publish the SPF and DKIM records from Integrations › Sending domain and click Check DNS. Password-reset links are not sent while mail is not connected.

Placeholders such as {company} appear literally in my emails.

Use double braces: {{company}}, {{number}}, {{party}}, {{date}}, {{total}}, {{docLabel}}.

A connection says it is pending billing approval.

Your plan's included connections (or users) are used up. The request waits for approval on Billing/Subscription; it cannot connect until approved.

A QuickBooks sync row failed.

Open Integrations › QuickBooks › Sync activity, read the error on the row, fix the cause (often a missing account, item, or a duplicate number), and click Retry selected. A row in Waiting for cost needs Recalculate. Use Skip selected with a reason only if the record was entered in QuickBooks by hand.

I changed a QuickBooks setting and Save asks me to confirm.

The change affects how documents already posted are treated. Tick "Apply these changes to documents already posted" if you mean it; otherwise click Discard changes.

A web order did not import.

Check the store's Error queue and Integration log. Common causes: the order's status does not pass the Web order status or Financial status filters; an item SKU does not match (set a Custom cart item so unmatched lines still import); or the order is over "Place order on hold if greater than".

Expiration dates disappeared.

Use expiration dates has been turned off. Turn it back on; stored dates were kept.

A status, list entry, or custom field I need is missing from the picker.

It may be hidden. Use Show hidden on its list page and turn it back on.

How do I give Invatrak support access to look at a problem?

Users & Security › Support access: grant the shortest window that fits, add the ticket number as the note, and revoke when done. Everything support views or changes is listed there.

Can I undo a setting change?

Change it back and save. The audit log shows the previous value, who changed it, and when.