When something goes wrong
The most common surprises, what causes them and what to do. Each chapter also ends with the exact messages its screens can show.
I cannot see a menu or a button
Menus and buttons follow the roles of your user. A teller does not see the loan products, an accountant does not approve members. Ask an administrator to give you the role for the job: what to tick for each job. Some buttons appear only in a given status: Approve only on a submitted record, Post only once verified, and so on.
“You are not allowed to…”
The message names the roles that may do it. Ask an administrator for that role: what to tick for each job.
I cannot find the SACCO roles on a user
The SACCO roles show on the user form only in developer mode. Add a member of staff shows how to switch it on and off.
A record I know exists is missing
- A list opens with a filter (for example To submit or Running). Remove it in the search bar to see everything.
- With several SACCOs in one database, you see the records of the company chosen at the top right. Switch company, or tick several.
- Archived records are hidden: filter on Archived.
I made a mistake with money
Money records are never deleted once confirmed: they are reversed, so the history stays complete. See savings, repayments and shares.
Something should happen by itself and does not
Loan arrears and the chasing of pending Co-op Bank payments are handled by scheduled jobs. If they do not happen, check that the scheduled actions are active (, in developer mode) and that your hosting runs them. The jobs are listed in the reference.
Members do not receive emails
Invitations, statements and notices go out through the outgoing mail server of your database. Check it under and that your company has an email address. The chatter of the record shows each message, and a red envelope marks one that failed.
A member cannot sign in to the portal
See If something goes wrong in the portal access page: the invitation, the email address and a blocked account.
A print asks for a document layout
The first print of a company asks for its layout (logo, address, colours). Choose it once and continue; you can change it later under the general settings.
Payments from the bank do not arrive
The provider must reach your system over https at the callback address the settings show. Check the address was given to the provider, and look at Co-op payments to review.