> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.swellsystem.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Common Issues & Solutions

# Common Issues & Solutions

Quick solutions to the most frequent problems users encounter.

## Authentication Issues

### Can't Log In

**Symptoms:**
- Login page shows error
- "Invalid credentials" message
- Redirects back to login

**Solutions:**
1. **Check Credentials**: Verify email and password
2. **Reset Password**: Use "Forgot Password" link
3. **Check Email**: Verify email address is correct
4. **Clear Cache**: Clear browser cache and cookies
5. **Try Different Browser**: Test in another browser
6. **Check Account Status**: Verify account is active

### Password Reset Not Working

**Symptoms:**
- Reset email not received
- Reset link expired
- Can't set new password

**Solutions:**
1. **Check Spam Folder**: Email may be in spam
2. **Check Email Address**: Verify email is correct
3. **Request New Link**: Request password reset again
4. **Check Link Expiry**: Links expire after set time
5. **Verify SMTP**: Check SMTP settings if self-hosted

## Module Access Issues

### "Module Not Active" Error

**Symptoms:**
- 403 error when accessing module
- "Module is not active" message
- Module missing from sidebar

**Solutions:**
1. **Check Trial Status**: Verify you're on trial (all modules active)
2. **Check Subscription**: Verify subscription includes module
3. **Activate Module**: Go to Settings → Modules, activate module
4. **Refresh Page**: Clear cache and refresh
5. **Contact Support**: If issue persists

### Module Not Showing in Sidebar

**Symptoms:**
- Module exists but not visible
- Can access via URL but not sidebar

**Solutions:**
1. **Check Module Status**: Verify module is active
2. **Check Permissions**: Verify user has access
3. **Clear Cache**: Clear browser cache
4. **Check Subscription**: Verify module included in plan
5. **Refresh**: Hard refresh page (Cmd/Ctrl + Shift + R)

## Data Issues

### Can't Save Record

**Symptoms:**
- Form won't submit
- "Validation error" message
- Changes not saving

**Solutions:**
1. **Check Required Fields**: Fill all required fields
2. **Check Field Format**: Verify email, date formats
3. **Check Validation**: Review error messages
4. **Refresh Page**: Reload and try again
5. **Check Permissions**: Verify you can edit

### Data Not Showing

**Symptoms:**
- Records exist but not visible
- Empty list when data should show
- Filters hiding data

**Solutions:**
1. **Check Filters**: Clear all filters
2. **Check Search**: Clear search terms
3. **Check Status**: Verify records aren't deleted/archived
4. **Refresh Page**: Reload page
5. **Check Permissions**: Verify access to records

### Import Not Working

**Symptoms:**
- Import fails
- Data not importing
- Error during import

**Solutions:**
1. **Check File Format**: Verify CSV/Excel format
2. **Check Column Mapping**: Ensure columns mapped correctly
3. **Check Required Columns**: Verify required data present
4. **Check File Size**: Large files may timeout
5. **Check Data Format**: Verify data matches expected format

## Email Issues

### Emails Not Sending

**Symptoms:**
- Invoices not received
- Booking confirmations missing
- Notification emails not arriving

**Solutions:**
1. **Check SMTP Settings**: Verify SMTP configured correctly
2. **Test Connection**: Use "Test Connection" button
3. **Send Test Email**: Verify email sending works
4. **Check Spam Folder**: Emails may be in spam
5. **Check Email Address**: Verify recipient email is correct
6. **Check SMTP Limits**: Verify not exceeding sending limits

### SMTP Test Fails

**Symptoms:**
- "Connection failed" error
- "Authentication failed" error
- Test email not sending

**Solutions:**
1. **Verify Host**: Check SMTP host address
2. **Check Port**: Verify port (587 for TLS, 465 for SSL)
3. **Check Credentials**: Verify username/password
4. **Use App Password**: For Gmail, use app-specific password
5. **Check Firewall**: Ensure port not blocked
6. **Try Different Port**: Switch between 587 and 465

## Scheduling Issues

### Availability Not Showing

**Symptoms:**
- Clients see "No available times"
- Times not appearing on booking page
- Availability not working

**Solutions:**
1. **Check Availability Settings**: Verify days are toggled ON
2. **Check Time Blocks**: Ensure time blocks are set
3. **Check Event Type**: Verify event type is active
4. **Check Date Overrides**: Ensure no blocks on dates
5. **Check Calendar Sync**: Verify external calendar not blocking
6. **Test Booking**: Book yourself to test

### Booking Not Creating

**Symptoms:**
- Booking form won't submit
- Error when booking
- Booking not appearing

**Solutions:**
1. **Check Required Fields**: Fill all required form fields
2. **Check Availability**: Verify time slot still available
3. **Check Payment**: If payment required, verify processing
4. **Refresh Page**: Reload and try again
5. **Check Browser Console**: Look for JavaScript errors

### Calendar Not Syncing

**Symptoms:**
- Bookings not in external calendar
- External events not blocking
- Sync not working

**Solutions:**
1. **Check Connection**: Verify calendar connected
2. **Check Status**: Ensure connection is "Connected"
3. **Reconnect**: Disconnect and reconnect
4. **Check Sync Direction**: Verify two-way sync enabled
5. **Manual Sync**: Trigger manual sync if available
6. **Check Permissions**: Verify calendar permissions granted

## Payment Issues

### Payment Not Processing

**Symptoms:**
- Payment link not working
- Payment fails
- "Payment error" message

**Solutions:**
1. **Check Stripe Configuration**: Verify Stripe API keys
2. **Test Connection**: Test Stripe connection
3. **Check Card**: Verify card is valid
4. **Check Stripe Dashboard**: Review Stripe for errors
5. **Try Test Card**: Use Stripe test card (4242 4242 4242 4242)
6. **Check Account Status**: Verify Stripe account active

### Payment Not Recording

**Symptoms:**
- Payment processed but not showing
- Invoice still shows "Unpaid"
- Payment history missing

**Solutions:**
1. **Check Webhooks**: Verify Stripe webhooks configured
2. **Check Stripe Dashboard**: Verify payment in Stripe
3. **Manual Record**: Manually record payment if needed
4. **Refresh Page**: Reload to see updates
5. **Check Payment Status**: Verify payment actually processed

## Performance Issues

### Page Loading Slowly

**Symptoms:**
- Pages take long to load
- Timeout errors
- Slow response

**Solutions:**
1. **Check Internet**: Verify internet connection
2. **Clear Cache**: Clear browser cache
3. **Close Tabs**: Close unnecessary browser tabs
4. **Check Browser**: Try different browser
5. **Check Data Volume**: Large datasets may be slow
6. **Use Filters**: Filter data to reduce load

### Timeout Errors

**Symptoms:**
- "Request timeout" error
- Page stops loading
- Operation times out

**Solutions:**
1. **Retry Operation**: Try again
2. **Break Down Work**: Split large operations
3. **Check Data Size**: Reduce data being processed
4. **Check Server**: Verify server is responsive
5. **Contact Support**: If persistent issue

## Browser Issues

### Features Not Working

**Symptoms:**
- Buttons not clicking
- Forms not submitting
- JavaScript errors

**Solutions:**
1. **Update Browser**: Use latest browser version
2. **Clear Cache**: Clear browser cache and cookies
3. **Disable Extensions**: Turn off browser extensions
4. **Try Different Browser**: Test in Chrome, Firefox, Safari
5. **Check JavaScript**: Ensure JavaScript enabled
6. **Hard Refresh**: Cmd/Ctrl + Shift + R

### Display Issues

**Symptoms:**
- Layout broken
- Styles not loading
- Images missing

**Solutions:**
1. **Clear Cache**: Clear browser cache
2. **Hard Refresh**: Cmd/Ctrl + Shift + R
3. **Check Internet**: Verify connection
4. **Disable Ad Blocker**: May block resources
5. **Try Different Browser**: Test compatibility

## Still Need Help?

If these solutions don't work:

1. **Check Error Messages**: Note exact error text
2. **Take Screenshots**: Capture the issue
3. **Note Steps**: Document what you were doing
4. **Contact Support**: Use in-app chat (Crisp) or email
5. **Provide Details**: Share error messages and steps

## Prevention Tips

1. **Keep Browser Updated**: Use latest version
2. **Clear Cache Regularly**: Prevent stale data
3. **Check Settings**: Verify configurations are correct
4. **Test After Changes**: Verify features work after updates
5. **Backup Data**: Export important data regularly
6. **Read Documentation**: Check docs before asking for help