Solving common problems and asking for help

Starting with three simple checks

1. Check that you are signed in and that the correct organisation is active. The same pages display different data when you switch organisations.
2. Clear searches and filters that are no longer needed, then check the tab and results page you are viewing.
3. Read the exact message again. An action denied because of missing permissions is not resolved in the same way as a data error or an unavailable external service.

Before refreshing a data-entry page, copy any unsaved information you do not want to lose. If an action has external effects — a payment, refund, invoice or campaign — check its result in the history before clicking again.

A menu section has disappeared

The menu depends both on the modules enabled for your organisation and on your permissions. Its search can also hide entries that do not match the text entered, and some groups may be collapsed.

Clear the menu search, expand the relevant group and then check the organisation. If the section is still missing, ask your administrator whether your role and the enabled modules allow access to it. Opening an address directly will not grant you extra permissions.

A section described in the documentation is not necessarily enabled for every account. See Team and permissions to clarify which role is needed, without sharing another member's credentials.

A list appears empty or a customer cannot be found

Check the date, country, presence of contact details, customer or status filters as applicable to the page, as well as the selected tab. An invoice list and a credit note list do not contain the same documents; the incoming documents list is separate again.

Search using a stable detail, such as part of a name or an email address. If you are looking for a recent transaction, also check the period: the request's creation date and the payment date are not necessarily identical.

Do not immediately create a new customer or a second invoice because the first search returns nothing. The wrong organisation or a retained filter can hide existing data. The customer guide describes searching and handling duplicates.

An action is missing or disabled

An action can depend on your permissions, the item's state or an operation already in progress. For example, a payment request can no longer be edited once a payment or a document that has not been deleted is linked to it. Even a failed payment attempt creates a history that blocks this change.

Similarly, sending through Peppol is not offered when a transmission is already pending or the latest transmission succeeded. Your own account row does not let you change your role or remove yourself through the actions intended for other members.

Note the action you want to perform and the visible state, then consult the module's guide before requesting broader permissions. Granting more permissions does not remove a safeguard tied to financial history.

A time slot is not shown as available

Check that you have chosen the correct place, room, activity and date. Review the activity and member assignments, the place's opening hours, and the staff member's working hours and leave. An existing booking may occupy either the room or the staff member in another room.

A member's availability is managed from their row in the member settings. Changing these hours affects the time slots offered: do not remove a legitimate period of unavailability simply to force the desired booking. See Places and availability and Activities and bookings for the full sequence of checks.

A payment remains pending

The customer's return from their provider is not, by itself, the final confirmation received by Bookelio. Open the relevant request and inspect its payments, references and statuses. Then check the payment with the provider together with an authorised person if necessary.

Do not add a manual payment simply to make the Pending status disappear while the provider may still confirm the transaction. You could count the same money received twice. If a bank transfer has actually been received outside the online process, record an external payment following the payments guide.

For training paid in instalments, check every request for the registration: a paid deposit is not payment in full. For a refund, distinguish the request made to the provider, its outcome and any commercial adjustment through a credit note.

An invoice cannot be created or downloaded

Check the business and customer details, the line item descriptions and units, taxes and totals. A due date is required for an invoice with a positive amount. An amount already paid must not exceed the document total.

If the message mentions structured validation, note the details without arbitrarily changing taxes to bypass the check. If it concerns storage or downloading, contact the person who manages the organisation's services. Creating a second invoice does not restore an inaccessible file.

The dashboard does not offer invoice deletion. If a document is incorrect, have your manager determine the necessary correction. See Invoices and credit notes and, for a transmission, Peppol.

An email has not arrived

Check the recipient's address and their spam folder. Find the message in the email history and check its status. Sent does not mean read; Failed requires examining the message and the sending connection; Queued means sending is still pending and requires checking the processing in progress.

For a campaign, check that the person actually belongs to a selected list. A customer and a newsletter subscriber are two different records. Unsubscribing removes the address from all the organisation's lists; do not reimport it merely to make a send succeed.

Before sending an entire campaign again, make sure a first attempt has not already reached some recipients. The communication guide explains lists, previews and templates.

Preparing a useful support request

Provide the organisation name, the page used, the action attempted, the expected result, the date and approximate time, and the exact message. If possible, add the booking, payment request or document reference, and explain whether the problem affects a single record or several.

A screenshot can help, but hide unnecessary personal data, sensitive bank details and all access secrets. Never share a password, API key, personal sign-in link or a provider's secret credentials. Keep the existing records so they can be investigated: cancelling, recreating or changing several settings at once often makes the source of the problem harder to understand.