Troubleshooting — staff & admin problems

The dashboard isn't updating live

The corner indicator says "reconnecting…" when the live stream drops (sleep, Wi-Fi change). It retries by itself and also refreshes every 30 seconds regardless — a manual reload always fixes it immediately. If it never recovers, check the device's connection.

A ticket is "missing" from the board

Check, in order: the Closed column's date range (it defaults to today); the Tickets search (maybe it was closed/cancelled); the Suspected check-ins panel; and whether it's actually a resource reservation (those live under Resources, never on the main board).

"You don't have permission" / a page is missing from my sidebar

Your role doesn't include it — Settings, Reports, QR codes, and team management need Admin. An Admin can raise your role under Settings → Team members. Business-level pages need a business role. See Roles & permissions.

An invitation won't accept

Invites are single-use, expire, and must be accepted signed in with the invited email. Revoke and re-send to the address the person actually uses.

"That window was just taken" / can't claim a window

Someone else holds it — windows are one-person. Pick another, or an Admin can free a stuck one by disabling/enabling it in Manage windows. If you're told you're still serving a ticket, finish it (Done or No-show) first.

"Call next" does nothing

The button is disabled when no one is waiting, when you're On break, or while you already have a called/serving customer. Finish or recall the current one first.

A window shows "away"

Its console went quiet (closed tab/laptop). The staffer reopening the console reclaims it; after ~10 minutes it auto-releases. A ticket caught mid-service is flagged for an Admin on the dashboard.

A resource isn't auto-assigning

See the resource section of Manage active reservations — usually the resource is disabled or the current reservation hasn't actually ended.

A quota / plan limit message appeared

See Plans & limits. Flagged check-ins never consume quota; owners can boost or upgrade from the business Plan page.

Locked out or session expired mid-work

Sessions survive restarts, but signing out or an expired session returns you to the sign-in page — sign back in; nothing on the board is lost. For a forgotten password see Sign in & passwords.