Troubleshooting
Resolve common Kestrio issues with permissions, missing modules, search, approvals, invoice reminders, and portal access.
Troubleshooting
Use this page when something does not appear or a workflow is blocked.
I Cannot See a Module
Check:
- Your permission role.
- Whether the module is enabled for the organization.
- Whether the feature is included in the current plan.
- Whether you are in the correct organization.
- Whether the page is hidden by role or feature gate.
Ask an admin to review Users, Roles, and Teams and Billing and Subscription.
I Cannot See a Record
Check:
- Record ownership.
- Team or project membership.
- Account or project visibility.
- Deleted or archived status.
- Filters in the current table view.
Clear filters or use Global Search and Command Bar to confirm the record exists.
Search Result Is Missing
Try:
- Search by exact name, number, title, or email.
- Reduce filters or scope.
- Use customer name plus record type.
Invoice Reminder Recipient Not Found
Check:
- The invoice customer.
- Customer contacts.
- Billing contact email.
- Whether the selected recipient belongs to the invoice customer.
The recipient field should use customer contact options when available.
Approval Cannot Be Updated
Only pending approval requests should be updated.
If an approval cannot be changed:
- Check whether it is already approved, rejected, or returned.
- Confirm you are the assigned approver.
- Review approval permissions.
- Check whether the action is valid for that approval type.
Time Totals Look Wrong
Check:
- Date range.
- Organization timezone in Preferences.
- Status filter.
- Project or task filter.
- Whether the view shows entries or grouped totals.
Ask for the aggregation explicitly, such as show total hours by status for this month.
Mail Is Missing
Mail needs the Email feature on a Business plan.
Expenses Are Missing
Check that Expenses are enabled at /settings/expenses and included in your plan.
Calendar Already Connected
Google Calendar and Outlook Calendar cannot be connected at the same time. Disconnect one before connecting the other.
Integration Is Locked
Most integrations need a Pro plan or above. See Integrations.
An Asset Vanished
Archived files stay recoverable for 30 days, then they are permanently deleted. Open Assets and check archive.
An Automation Did Not Run
Confirm the automation engine is on, then open Run history in Automations.
Bulk Import Is Not on This List
Import is available on Accounts and Contacts only.
Client Cannot Access Portal
Check:
- Invite email.
- Invite expiration.
- Contact record.
- Project portal access.
- Portal section visibility.
Resend the invite if needed. Invites expire after 1 to 168 hours.