Account Check-up List
  • 19 Sep 2023
  • 3 Minutes to read

Account Check-up List

Article Summary

Click on any of the notifications below to find out what they mean and how to solve them:

Unable to invoice a contract

We cannot create an invoice for an active customer's contract which prevents the contract's renewal.

How to solve this issue

Click on the contract and check for any errors in the Key dates section. You can then manually invoice the customer to check for any additional errors.

Missing tax rates and Missing financial accounts

We cannot issue an invoice because you enabled the Preventing Sales without Tax Rates or Financial Accounts settings in your account. This section lets you know which items are missing a tax rate and/or a financial account.

How to solve this issue

You need to assign a tax rate and financial account to all the listed items to be able to invoice them.

  1. Click on any of the listed products.

A new tab opens to let you edit the product.

  1. Scroll down to the Financial details section.

  2. Assign a tax rate and/or financial account to the product.

  3. Click the Save Changes button.

All set! Repeat the process for every other product that needs a financial account or tax rate.

Extremely overdue invoices

We noticed that one or more invoices you issued have been due for over 12 months.

How to solve this issue

You can cancel those invoices, extend their due date to collect payment, or even void them if you are located in Australia, the United Kingdom, or the United States.

Suspended contracts passed their cancellation date

We couldn't cancel a customer's contract because they were suspended at the time of the cancelation. This applies to scheduled and immediate cancellations.

How to solve this issue

You need to lift the customer's suspension and then manually cancel the relevant contracts at the desired date.

Issues processing a customer

We couldn't bill a customer or update their record through one of our integrations (Wi-Fi, door access control, accounting, etc.).

these are errors related to billing a customer or any integration related to a customer or individual invoice (any access control system, IronWifi/radius, Moloni, Xero, etc.).

How to solve this issue

The way you troubleshoot a customer's issue depends on the type of issue they're experiencing. We let you know what triggered the issue and which area of the customer's account needs your attention.

Errors in this section stay as long as the last attempted action results in an error. Once an attempted action is successful. we automatically remove it from the section.

Location integration issues

We noticed errors with one or more of your integrations. These errors are not linked to any specific customer and usually stem from an issue with the integration setup itself.

How to solve this issue

Open the relevant integration on the Admin Panel and check your connection as well as your settings to make sure everything is in order.

Deposits and Plan components should not have stock limits

We couldn't invoice a customer for the following deposits or plan components because you have a stock limit that prevents the sale.

How to solve this issue

You need to disable stockkeeping for all the listed products. Deposits and plan components usually don't need a limit as to how many times they can be sold to customers.

  1. Click on one of the listed products.

A new tab opens to let you edit the product.

  1. Click on the Availability tab.

  2. Disable both the Monitor stock levels for this product and Prevent stock for this product to fall below zero toggles.

  3. Click the Save Changes button.

All set! Repeat the process for every other product listed under the check-up notification.

Low stock level products

Your stock for one or more products is below the alert threshold defined in the products and you need to restock before running out.

How to solve this issue

Replenish your stock and adjust the stock levels on the Admin Panel.

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