1. Introduction

This troubleshooting guide will help you identify and resolve the most common issues you may encounter when using our CRM portal.
Before contacting support, try the steps in this guide—most issues can be fixed in just a few minutes.

2. Login & Access Issues

2.1 Forgot Your Password

If you cannot log in:

• Click Forgot Password on the login page

• Enter your registered email

• Check your inbox (and spam folder) for the reset link

• Follow the instructions to create a new password

Tip: Password reset links expire—request a fresh one if needed.

2.2 “Invalid Email or Password” Error

Try the following:

• Make sure CAPS LOCK is off

• Verify you’re using the email you registered with

• Reset your password if you’re unsure

• Clear your browser cache and try again

2.3 Verification Email Not Received

If you’re signing in for the first time:

• Check your spam/junk mail

• Search for messages from our system name

• Ensure your email provider isn’t blocking automated messages

• If still missing, request a new verification email

2.4 Cannot Access the Portal Link

• Update your browser to the latest version

• Try a different browser (Chrome, Edge, Firefox, Safari)

• Confirm your internet connection is stable

• Ensure the link begins with “https://”

If the link still fails, the portal may be temporarily offline.

3. Profile & Account Issues

3.1 Unable to Update Profile Information

• Ensure all required fields are filled in

• Check for special characters that may not be allowed

• Refresh the page and try again

• Log out and back in to reset your session

3.2 Missing Information or Data

If something appears incomplete:

• Refresh the dashboard

• Log out and log back in

• Try accessing your account from another device

• Confirm the correct account is linked to your email

If data still appears incorrect, contact support so we can verify your profile.

4. Request / Ticket Issues

4.1 Cannot Submit a New Request

Try the following:

• Ensure all required fields (marked with *) are filled

• Remove extremely large file attachments

• Check that the request category is selected

• Refresh your session by logging out and back in

4.2 Request Not Updating or Showing Status

• Refresh the page

• Clear browser cache

• Try viewing from the Requests or History tab

• Check if your internet connection temporarily dropped

4.3 Cannot View Attachments

• Try downloading instead of opening in the browser

• Ensure your device supports the file type

• Try again using a desktop browser if you’re on mobile

5. Messaging & Notifications Issues

5.1 Not Receiving Notifications

• Confirm notifications are turned on in your profile settings

• Check your email spam folder

• Make sure you’re not unsubscribed from system alerts

• Add our domain to your email “safe sender” list

5.2 Messages Not Sending

• Check your internet connection

• Refresh the conversation thread

• Ensure your message doesn’t exceed character limits or contain unsupported symbols

• Try again after logging out and back in

6. Performance & System Issues

6.1 Pages Not Loading

• Clear browser cache and cookies

• Disable browser extensions temporarily

• Try a different browser or device

• Check internet speed

6.2 Slow Performance

• Close unused browser tabs

• Restart your device

• Ensure no large downloads are running in the background

• Try accessing the CRM outside of peak hours

6.3 Errors or System Messages

If you see system errors such as “500,” “Timeout,” or “Unexpected Error”:

• Refresh the page

• Wait a few minutes

• Try again from another device or browser

If the issue persists, please report it to support.

7. When to Contact Support

Please contact our support team if:

• You cannot access your account after multiple attempts

• You believe data is missing or incorrect

• You receive repeated system errors

• A request or document is not appearing

• You need help with something not listed in this guide

Provide as much detail as possible, including screenshots if available.