Troubleshooting Common Issues
Quick solutions for the most frequent support requests.
Login & Access Issues
"I didn't receive the magic link email"
1. Check spam/junk folder
2. Verify email address is correct in invite
3. Request new link (expires in 15 minutes)
4. Contact admin to resend invite
5. Still failing? Try incognito/private browser window
"Magic link says 'expired' or 'invalid'"
- • Links expire after 15 minutes or single use
- • Request a new link
- • Clear browser cookies for maintenanceos.co.uk
- • Try different browser/device
"I'm logged in but see 'Access Denied'"
- • Your role may not have permission for that page
- • Contact your Admin to check your role and property assignments
- • Contractors: Use the contractor portal, not the main dashboard
SSO login fails
- • Ensure you're using correct identity provider URL
- • Check with IT: SSO session may have expired
- • Try IDP-initiated login (from Okta/Azure portal)
- • Contact admin to verify SCIM sync status
Notification Problems
"I'm not receiving email notifications"
1. Check Settings → Notifications → your preferences
2. Check spam/junk folder
3. Verify email address in Settings → Profile
4. Ask admin: Workspace may have quiet hours enabled
5. Critical: Safety alerts cannot be disabled — if missing, contact support immediately
"SMS notifications not arriving"
- • SMS only for safety latches (emergency)
- • Verify mobile number in Settings → Profile
- • UK numbers only (+44 format)
- • Check with mobile provider: shortcode blocking?
"Slack/Teams notifications not posting"
1. Check integration status: Settings → Integrations → Slack/Teams
2. Re-authorise if "Disconnected" shown
3. Verify bot has permission in target channel
4. Check channel is not archived/private
Repair & Portal Issues
"Tenant can't see their repair in portal"
- • Repair must be assigned to a property with that tenant linked
- • Check Property → Tenants → tenant is listed
- • Tenant must have accepted portal invite
- • Repair status "Cancelled" hides from tenant view
"Contractor portal shows no repairs"
- • Contractor must be assigned to repair
- • Check Repair → Contractor assigned
- • Contractor must have accepted portal invite
- • Filter may be set to "My Active" — check "All"
"Photos not uploading"
- • Max file size: 25MB per photo
- • Supported: JPG, PNG, HEIC, WebP
- • Max 20 photos per repair
- • Check network connection
- • Try compressed photos
Sync & Integration Issues
"Property management software sync failed"
1. Check Settings → Integrations → [Platform] → Sync Status
2. Common errors:
- Auth expired: Reconnect integration
- Field mapping: Required field missing in source
- Rate limited: Wait, auto-retries
3. View sync log for details
4. Manual sync button available
"Webhook not receiving events"
1. Verify webhook URL is HTTPS and accessible
2. Check Settings → Integrations → Webhooks → Delivery History
3. Verify secret matches your verification code
4. Ensure endpoint responds 2xx within 10 seconds
5. Test with "Send Test Event" button
"API returns 401 Unauthorized"
- • API key may be revoked or rotated
- • Check Settings → Integrations → API Keys
- • Ensure key has required scopes
- • Verify `Authorization: Bearer
` header format
Performance Issues
"Dashboard loads slowly"
- • Clear browser cache
- • Try different browser
- • Check internet connection
- • Large portfolios: Use filters to reduce data load
"Export times out"
- • Large exports: Use API with pagination
- • Apply date filters to reduce dataset
- • Contact support for custom large exports
When to Contact Support
Email: [email protected]
In-app: Help → Contact Support
Include:
- • Workspace name
- • User email
- • Steps to reproduce
- • Screenshots/error messages
- • Browser/device
- • Time of issue (with timezone)
Response targets:
- • Critical (safety, data loss): < 1 hour business hours
- • Standard: < 4 hours business hours
- • Low: < 24 hours business hours
Next Steps
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Pre-launch documentation. Features and workflows may change before general availability.