Troubleshooting guide

A consolidated, symptom-first guide. For module-specific issues, each module chapter also has its own Troubleshooting and Error-messages sections.

Signing in & access

Symptom	Cause	Fix
Can't log in	Wrong email/password	Use the email your account was created with; Forgot password to reset.
"Set your password" on first login	Staff created with a temporary password	Set your own password to continue, this is expected.
"Access removed"	A manager switched off your access	Contact your manager.
"Account paused"	The whole workspace is paused by the operator	Contact support / your owner.
Reactivate screen	Subscription lapsed	The owner re-subscribes on Plan & billing (data is safe).
Auto-signed-out	Inactivity timeout (security)	Sign back in.

Navigation & visibility

Symptom	Cause	Fix
Nav shows only Dashboard + Messages	Temporary browser↔server session desync	Sign out fully and back in; if it persists, tell your administrator.
A page/menu is missing for one user	Module off, or role lacks the permission	Turn the module on (Settings → Modules) and grant the permission (Team → Staff list).
A whole group is gone	All its items are off or not permitted	Enable at least one tool in that group, or grant a permission.
Wording differs from the manual	Your business renamed it	Expected, HappierBiz uses your words.

Plans & modules

Symptom	Cause	Fix
Module locked/greyed	Not in your plan	Upgrade on Plan & billing.
Turned a module on but nothing changed	Role lacks the matching permission	Grant it in Team → Staff list.
A permission section is missing on Roles	Its module is off	Enable the module first.

Bookings

Symptom	Cause	Fix
Customers can't book online	Experience not Live / no spaces or equipment / no availability	Mark it Live, attach spaces or equipment, check the Availability preview.
No times when rescheduling	No open slots that day	Pick another date; check the space or staff hours/roster.
Booking missing from Upcoming	It's a request, cancelled, or in the past	Check the Special requests and Past tabs.
Calendar looks empty	Staff filter is on, or no spaces/staff	Clear the filter; add spaces or staff.

Check-in

Symptom	Cause	Fix
No one on the door list	Wrong experience/date selected	Choose the right experience (or All experiences) and date; clear search.
Scanner won't read tickets	Camera blocked or experience isn't ticketed	Allow camera access; ensure ticket delivery on the experience.
Kiosk shows the wrong people	It shows expected arrivals only	Check the experience and date set on the kiosk.

Money

Symptom	Cause	Fix
Can't take payments	Stripe not connected / charges not enabled	Finish Stripe onboarding in Finance → Money owed → Connect.
Balance won't auto-charge	No saved card	Take payment another way and Mark as paid.
Payout missing	Follows Stripe's schedule	Check the Payouts tab and your Stripe dashboard.
Invoice not in accounting export	Draft, or outside date range	Send it; widen the export dates; only Sent/Paid invoices export.
GST looks doubled in Xero	Imported without "Tax Inclusive"	Re-import as Tax Inclusive; amounts are GST-inclusive.

Customers & marketing

Symptom	Cause	Fix
New customer not in directory	Booking had no email	Add the email; the directory groups by email.
Duplicate customer records	Two different emails used	Standardise on one email going forward (no merge).
Marketing won't reach someone	No consent / no visits / unsubscribed	Check the consent control on their record.
"No one matches this audience"	Empty opted-in segment	Grow opt-ins or pick a broader segment.

Team

Symptom	Cause	Fix
Leave doesn't block bookings	Request not approved	Approve it, pending leave doesn't block.
Hours wrong on timesheet	Clock entries off	Adjust by ±hrs with a note; approve the week.
Staff didn't see a notice	Posted as chat, not an announcement	Post must-reads as Announcements (tracked).
Cert/asset reminders missing	Source module off, or reminder type off	Enable the module and the reminder type in Reminders.

When a save mysteriously fails right after an update

Occasionally a brand-new capability needs a database update to be applied by your provider. The app is built to degrade gracefully (it falls back to the core fields), but a save that needs a new field can fail until the update is in place. If a save fails unexpectedly soon after a release, report it to your administrator / provider.

Still stuck?

Ask the in-app AI assistant, describe the problem in plain English.
Re-check the relevant module chapter's Troubleshooting section.
Contact your administrator or HappierBiz support with the exact on-screen message and what you were doing.