Troubleshooting

Something not working the way you expect? You’re in the right place. This section covers the most common issues Service Buddy users run into and how to fix them.

Each article follows the same structure: the problem, possible causes, and the specific steps to resolve each one.

Articles in this section

I can’t log in — forgotten passwords, locked accounts, and 2FA issues.
Payment failures — declined cards, gateway errors, and refund issues.
Emails aren’t sending — delivery problems, spam folders, and sending limits.
Slow performance — a sluggish app, long exports, or connection hiccups.
Import errors — CSV format issues, duplicates, and missing fields.
Contact support — how and when to reach the Service Buddy team.

Common questions

What should I check first when something breaks?

Three quick wins that solve most issues: (1) hard refresh the page (Ctrl/Cmd + Shift + R), (2) try in an Incognito/Private window (rules out browser extensions), (3) try a different browser. If the problem persists across all three, it’s worth opening a specific troubleshooting article or contacting support.

My client says they can’t see the invoice — what should I check?

Ask them to check spam/promotions folders, then confirm the email address on their client record is correct. If both are clean, resend from the invoice with Notify Client → Send as email. See Emails aren’t sending.

A payment failed — what now?

Most payment failures are bank-side (declined card, AVS mismatch, insufficient funds), not Service Buddy. Ask the client to confirm card details or use ACH instead. For “Unable to process payment” errors, see Payment failures.

My CSV import won’t go through — why?

Most often a file format issue (Excel .xlsx instead of .csv) or missing required columns. Download the template from the import dialog, match your columns exactly, and re-upload. See Import errors.

How do I include the right info when I contact support?

Account email, workspace name, what you were trying to do, what happened instead, the date/time it happened, screenshots, and the affected record’s ID or URL. See Contact support.

Is there a status page for outages?

Yes — check the Service Buddy contact page for active incidents before reaching out. Most issues are local (browser, internet, account-specific) but occasionally there’s a platform-wide event.