Troubleshooting¶
Fixes you can make yourself, and where to look first when something isn't working, before you ask Lupa for help.
Check what Lupa already knows about your account¶
How it works. Opening Contact support in Lupa Dash first reads your account's actual state and lists anything that needs attention. Each entry names what is wrong and what fixes it. The labels on the entries are captions, not buttons — go to the page named below to act on them.
Contact support is in Lupa Dash, so it is for admins and owners. A technician with a problem should ask an admin.
To check your account
- Choose Contact support near the bottom of the left rail.
- Read the list under Before you contact support, you may be able to resolve these yourself:
What you might see, and where to fix it
| Entry | Label | What it means | Where to fix it |
|---|---|---|---|
| Settle your overdue invoice | Review billing | At least one invoice you sent a client is overdue. This is about your clients' unpaid invoices in Billing, not a bill from Lupa. | Invoicing |
| Reconnect QuickBooks | Reconnect | Your QuickBooks connection is not connected or has expired. This also shows if you have never connected QuickBooks; if you don't use it, ignore the entry. | QuickBooks |
| Verify your sending email | Verify email | Customer email is not yet set up to send from your own address. | Is messaging working? |
| Email sending is unavailable | (none) | Email is down on Lupa's side, not yours. There is nothing for you to change. | — |
| Set up text messaging | Set up SMS | You have no texting number yet. | Registering your texting number |
| Choose a plan | Choose a plan | No Lupa plan is assigned to your company. | Lupa billing and your trial |
| Resolve account suspension | Review billing | Your company is suspended and outbound messaging is frozen. | Lupa billing and your trial |
If nothing is listed. It reads Your account looks healthy — send us a note below and we'll help. Nothing on your account explains the problem, so opening a ticket is the right move — see Getting help from Lupa.
Common problems¶
Every page says to choose a plan. Your trial has ended. Everyone in the company — admins and technicians, in the browser and in the field app — sees the choose-a-plan page until the company is on a plan or has more time. Your data is kept. See When Lupa asks you to choose a plan.
Somebody can't sign in, or has forgotten their password. Each person resets their own password from Forgot password? on the browser sign-in page; nobody else can reset it for them, and the field app has no reset link. See Reset a password you've forgotten. A person who has been deactivated can't sign in at all until an admin reactivates them — see Removing access. An invite link that no longer works needs a fresh invite — see Inviting people.
Texts or emails aren't going out. Open Settings → Comms status to see whether each channel is working and why not. See Is messaging working?.
The field app has no signal. See Working with no signal for what the app can and can't do offline.
A technician can't find a client. Lupa Tech lists only the clients a technician's work touches. See What a technician can see.
Still stuck¶
Open a ticket from Contact support — see Getting help from Lupa.