Troubleshooting

This section provides solutions to common issues and problems you might encounter while using Custojo. If you don't find a solution to your specific issue, please contact our support team.

Login and Access Issues

I can't log in to my Custojo account

If you're having trouble logging in to your Custojo account, try these solutions:

1. Check your credentials:

   • Ensure you're using the correct email address and password
   • Remember that passwords are case-sensitive
   • Check if Caps Lock is enabled on your keyboard

2. Reset your password:

   • Click on "Forgot Password" on the login page
   • Follow the instructions sent to your email
   • If you don't receive the reset email, check your spam folder

3. Browser issues:

   • Clear your browser cache and cookies
   • Try using a different browser
   • Disable browser extensions that might interfere with the login process

4. Account status:

   • Your account might be suspended due to billing issues
   • Contact your workspace administrator to verify your account status
   • Check if your trial period has expired

If none of these solutions work, contact our support team for assistance.

I'm locked out of my account after multiple failed login attempts

For security reasons, Custojo temporarily locks accounts after multiple failed login attempts. To regain access:

1. Wait for 30 minutes, after which the lock will automatically be lifted
2. Use the "Forgot Password" option to reset your password
3. If you still can't access your account, contact your workspace administrator or our support team

I can't access certain features or modules

If you can log in but can't access specific features or modules:

1. Check your user permissions:

   • Your role might not have permission to access those features
   • Contact your workspace administrator to review and update your permissions

2. Subscription limitations:

   • Your workspace's subscription plan might not include those features
   • Check your current plan in Account Settings > Subscription
   • Consider upgrading your plan if needed

3. Module activation:

   • Some modules need to be activated separately
   • Go to Settings > Modules to check if the module is activated

Performance Issues

Custojo is running slowly

If you're experiencing slow performance with Custojo, try these solutions:

1. Browser optimization:

   • Clear your browser cache and cookies
   • Close unnecessary tabs and applications
   • Update your browser to the latest version

2. Internet connection:

   • Check your internet connection speed using a service like Speedtest
   • Connect to a more stable network if possible
   • Restart your router if you're experiencing network issues

3. Device performance:

   • Ensure your device meets the system requirements
   • Close resource-intensive applications running in the background
   • Restart your device to free up system resources

4. Custojo usage:

   • Large data sets can affect performance (e.g., viewing reports with extensive date ranges)
   • Try narrowing down date ranges or applying filters to reduce data load
   • Schedule resource-intensive tasks during off-peak hours

Pages are not loading correctly

If pages in Custojo are not loading correctly or showing errors:

1. Refresh the page:

   • Sometimes a simple refresh (F5 or Ctrl+R) can resolve temporary issues

2. Clear browser cache:

   • Clearing your browser cache removes stored versions of web pages
   • In most browsers, use Ctrl+Shift+Delete to access the clear cache options

3. Try incognito/private mode:

   • Open Custojo in an incognito or private browsing window
   • This bypasses extensions and cached data that might cause conflicts

4. Check for browser compatibility:

   • Ensure you're using a supported browser
   • Update your browser to the latest version

5. Disable browser extensions:

   • Some extensions can interfere with web applications
   • Temporarily disable extensions and check if the issue persists

Reports or dashboards are not displaying correctly

If reports or dashboards are not displaying correctly:

1. Data filters:

   • Check if you have applied filters that might be limiting the data
   • Reset filters to default settings

2. Date ranges:

   • Ensure you've selected a valid date range
   • Try expanding the date range to include more data

3. Browser compatibility:

   • Some advanced visualizations work best in Chrome or Firefox
   • Try using a different browser for complex reports

4. Data processing:

   • Large reports may take time to generate
   • Wait a few minutes for the report to complete processing

Data and Import/Export Issues

I'm having trouble importing data

If you're experiencing issues with data imports:

1. File format:

   • Ensure your file is in the correct format (CSV, XLS, XLSX)
   • Check that the file is not corrupted or password-protected

2. File structure:

   • Verify that your file follows the required structure
   • Download and use our import templates for guidance
   • Check column headers match the expected format

3. Data validation:

   • Look for validation errors in the import preview
   • Fix any highlighted issues in your source file
   • Ensure required fields are not empty

4. File size:

   • Large files may time out during import
   • Try splitting large files into smaller batches
   • For very large datasets, contact support for assistance

My exported data is incomplete or incorrect

If your exported data appears incomplete or incorrect:

1. Export filters:

   • Check if you have applied filters that are limiting the exported data
   • Verify the date range and other filter criteria

2. Export format:

   • Different export formats may include different levels of detail
   • Try exporting in another format (e.g., CSV instead of PDF)

3. Data permissions:

   • Your role might have limited access to certain data
   • Contact your workspace administrator to review your permissions

4. Recent changes:

   • Recent updates might not be reflected if there's a caching delay
   • Try refreshing the data before exporting

I accidentally deleted important data

If you've accidentally deleted important data:

1. Trash/Archive:

   • Check the trash or archive section of the relevant module
   • Many items can be restored within 30 days of deletion

2. Restore from backup:

   • Administrators can restore data from backups
   • Contact your workspace administrator or our support team

3. Data recovery request:

   • For critical data that can't be restored through the above methods
   • Submit a data recovery request to our support team
   • Note that not all data can be recovered, especially if permanently deleted

Invoice and Payment Issues

Customers can't pay invoices online

If your customers are having trouble paying invoices online:

1. Payment gateway configuration:

   • Verify that your payment gateway (Stripe, PayPal, etc.) is properly configured
   • Check Account Settings > Payment Gateways to ensure settings are correct

2. Invoice status:

   • Ensure the invoice is in "Sent" status
   • Invoices in "Draft" status cannot be paid online

3. Payment link:

   • Verify that the payment link in the invoice email is correct
   • Try resending the invoice to generate a new payment link

4. Currency issues:

   • Ensure the invoice currency is supported by your payment gateway
   • Check for currency conversion issues if applicable

Recurring invoices are not being generated

If recurring invoices are not being generated automatically:

1. Recurring profile status:

   • Check if the recurring profile is active
   • Verify the next generation date is correct

2. Schedule configuration:

   • Ensure the recurring schedule is properly configured
   • Check for any end date that might have been reached

3. System jobs:

   • Verify that system jobs are running correctly
   • Contact support if you suspect a system job failure

4. Client status:

   • Check if the client associated with the recurring invoice is active
   • Verify that the client has not been archived or deleted

Tax calculations appear incorrect

If tax calculations on invoices or quotes appear incorrect:

1. Tax rates:

   • Verify that the correct tax rates are applied to items
   • Check Business Configuration > Taxes to ensure rates are correct

2. Tax settings:

   • Review tax settings for the client or project
   • Check if tax exemptions are correctly applied

3. Item tax configuration:

   • Ensure items have the correct tax settings
   • Verify that taxable and non-taxable items are properly marked

4. Multiple taxes:

   • If using multiple taxes, check the calculation method (compound or separate)
   • Verify the order of tax application for compound taxes

Email and Notification Issues

Emails are not being sent from Custojo

If emails (invoices, notifications, etc.) are not being sent from Custojo:

1. Email settings:

   • Check your email configuration in Settings > Email Settings
   • Verify SMTP server details, port, and authentication settings

2. Email limits:

   • You might have reached your email sending limits
   • Check with your email service provider about any sending restrictions

3. Email templates:

   • Ensure email templates are properly configured
   • Check for any errors in template variables

4. Spam filters:

   • Your emails might be getting caught in spam filters
   • Add your sending domain to SPF and DKIM records
   • Consider using a dedicated email service for better deliverability

I'm not receiving notifications

If you're not receiving notifications (in-app or email):

1. Notification settings:

   • Check your notification preferences in Account Settings > Notifications
   • Ensure you've enabled notifications for the relevant events

2. Email filters:

   • Check your email spam or junk folder
   • Add Custojo's email domain to your safe senders list

3. Browser settings:

   • For in-app notifications, ensure your browser allows notifications
   • Check browser notification permissions for Custojo

4. User status:

   • Verify that your user account is active and not in a limited access mode
   • Check with your administrator about any restrictions

Mobile App Issues

The mobile app is crashing

If the Custojo mobile app is crashing:

1. App updates:

   • Ensure you have the latest version of the app
   • Update the app from the App Store or Google Play Store

2. Device compatibility:

   • Verify that your device meets the minimum requirements
   • Check if your device's operating system is supported

3. Clear app cache:

   • Go to your device settings > Apps > Custojo
   • Clear the app cache and data
   • Note: This will log you out and you'll need to log in again

4. Reinstall the app:

   • Uninstall the app completely
   • Restart your device
   • Reinstall the app from the official app store

I can't sync data on the mobile app

If you're having trouble syncing data on the mobile app:

1. Internet connection:

   • Ensure you have a stable internet connection
   • Try switching between Wi-Fi and mobile data

2. App permissions:

   • Check that the app has necessary permissions (network access, storage)
   • Review app permissions in your device settings

3. Account status:

   • Verify that your account is active and in good standing
   • Check if you need to re-authenticate due to security policies

4. Force sync:

   • Pull down on the main screen to force a manual sync
   • Check the last sync time displayed in the app settings

Integration Issues

Third-party integrations are not working

If integrations with third-party services are not working:

1. API credentials:

   • Verify that your API keys and credentials are correct
   • Check if the API keys have expired or been revoked

2. Authorization:

   • Some integrations require periodic re-authorization
   • Check if you need to reconnect the integration

3. Service status:

   • The third-party service might be experiencing downtime
   • Check the service's status page for any reported issues

4. Version compatibility:

   • Ensure the integration is compatible with your version of Custojo
   • Check for any updates to the integration

Zapier integrations are failing

If your Zapier integrations are failing:

1. Zap status:

   • Check if your Zaps are turned on in Zapier
   • Review recent Zap activity for error messages

2. Authentication:

   • Reconnect your Custojo account in Zapier
   • Update API credentials if necessary

3. Trigger and action setup:

   • Verify that triggers and actions are correctly configured
   • Test the Zap manually to identify specific failure points

4. Data mapping:

   • Ensure data fields are correctly mapped between Custojo and other apps
   • Check for required fields that might be missing

Self-Hosted Installation Issues

Installation errors

If you're encountering errors during self-hosted installation:

1. System requirements:

   • Verify that your server meets all system requirements
   • Check PHP version, extensions, and server configuration

2. File permissions:

   • Ensure proper file permissions are set
   • Web server user needs read/write access to specific directories

3. Database configuration:

   • Verify database credentials and connection settings
   • Check if the database user has sufficient privileges

4. Installation logs:

   • Review installation logs for specific error messages
   • Check web server error logs for additional information

Update failures

If you're having issues updating your self-hosted Custojo installation:

1. Backup first:

   • Always create a full backup before attempting updates
   • Back up both files and database

2. Update requirements:

   • Check if your current installation meets the requirements for the update
   • Some updates may require specific PHP versions or extensions

3. Custom modifications:

   • Custom code modifications might conflict with updates
   • Review any customizations before updating

4. Incremental updates:

   • If updating across multiple versions, you may need to apply updates incrementally
   • Follow the specific update path recommended in the release notes

Still Need Help?

If you couldn't find a solution to your issue:

1. Search the knowledge base:

   • Our knowledge base contains detailed articles on specific topics
   • Use the search function to find articles related to your issue

2. Community forum:

   • Check if other users have encountered and solved similar issues
   • Post your question in the appropriate section of our community forum

3. Contact support:

   • Submit a support ticket with detailed information about your issue
   • Include screenshots, error messages, and steps to reproduce the problem

4. Live chat:

   • For urgent issues, use the live chat feature during business hours
   • Our support team can provide real-time assistance

Remember to check our other FAQ sections for more information:

• General Questions
• Billing & Subscription