11. Support & troubleshooting

Contact channels

Plan expectations

• Starter — email support
• Growth — priority support
• Enterprise — SLA & account manager

Before you contact support

Include:

1. CRM URL / tenant name
2. Your user email and role (Admin / Staff / …)
3. Exact error message or screenshot
4. Steps to reproduce
5. Approximate time (with timezone)

Common issues

Cannot sign in

• Confirm you are on the correct tenant URL.
• Check Caps Lock / email spelling.
• Try password reset.
• Ask Admin whether the account is inactive.
• Clear cache or try a private window.

Wrong menus / missing modules

• Confirm workspace (Staff vs Admin).
• Confirm plan includes that module (e.g. Payments on Growth+).
• Ask Admin to check role menus and API permissions.

Client cannot see documents

• Confirm Client user is linked to the correct case.
• Confirm documents were uploaded to that enquiry/conversion.
• Complete profile onboarding if the portal is gated.

Enquiry not visible to a Staff user

• Check assignee and branch scope.
• Confirm filters are not hiding records.
• Verify role permissions for enquiry routes.

Emails not sending (Communication hub)

• Growth+ required.
• Check spam on the recipient side.
• Report to support with enquiry ID and timestamp — mail provider (e.g. Resend) may need review.

Slow performance

• Note browser, network, and page name.
• Prefer wired / stable connection for large document uploads.
• Contact support if only one module is slow (helps isolate queries).

Incident severity (suggested)

Training & demos

• 30-minute walkthrough — map your enquiry/visa/migration workflow to the CRM.
• Book via Contact or the product CTA Book a demo.

Document maintenance

This documentation lives in the website repository under docs/appszone-crm/.
When product behavior changes, update the matching section and bump the Last updated date in README.md.

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