Appendix A

Frequently Asked Questions

I forgot my password. What do I do?#

Ask an Admin to reset it from Administration → Users. You’ll get a new password and must choose your own when you log in.

My login is locked. Why?#

After 5 wrong passwords the login is locked for 15 minutes. Wait and try again, or ask an Admin to reset your password.

I was signed out while working.#

The system signs you out after 30 minutes without activity, or when your account signs in somewhere else.

A menu item I expect to see is missing.#

Menus depend on your role (section 1.5). Proformas also disappear when they are switched off in Settings.

Why can’t I see the trip value or profit?#

Operations users don’t see trip values, expenses or profit. Ask an Admin or Finance user.

A truck or driver isn’t available when I create a trip.#

They are probably on another active trip, in maintenance or on leave, or deactivated. Check their status under Operations → Trucks or Drivers.

I can’t put a truck into maintenance.#

A truck on a trip has its status managed automatically. Complete, cancel or reassign the trip first.

I can’t cancel a trip.#

Expenses have been logged against it. Check the Expenses tab; an Admin can override and cancel anyway.

I can’t delete a trip.#

It has expenses or is on an invoice. Cancel it instead.

A trip doesn’t appear when I create an invoice.#

It is already on another invoice that hasn’t been cancelled, or it belongs to a different client.

I can’t cancel an invoice.#

It has payments recorded against it. If those payments were mistakes, delete them first (section 9.3).

My client can’t see their invoice in the portal.#

It is still a draft. Issue it (section 8.3).

Proformas is missing from the Finance menu.#

An Admin has switched proformas off under Administration → Settings → Proforma Invoices.

I can’t delete an account, client, truck or driver.#

It has history the system must keep. Deactivate it instead; it stops appearing in lists and on forms.

A currency is missing from the list.#

An Admin or Finance user adds it, or activates it again, under Finance → Currencies (section 11.7).

Why do I have to enter an exchange rate?#

Any currency other than your base currency needs a rate so the system can work out the amount in the base currency. If it isn’t filled in for you, no rate has been entered for that currency on or before the record’s date (section 11.7).