Troubleshooting

Audience: staff and administrators. Start with the visible symptom. Check whether a save, submission or send already completed before repeating it.

A tool is missing or access is denied

1. Confirm the website and signed-in account.
2. Open the approved tool link again.
3. Check whether the guide requires administrator access or an assigned staff role.
4. Ask the access administrator to review that specific tool if denial continues.

Use Sign-in and access. Avoid shared accounts or changing security settings to bypass a denial.

An optional form is missing or routes to Contact

Staff: use the website’s contact route and report the form/page. Intake may have been paused.

Administrators: open Form Controls, check the master switch, the row’s Saved Availability, and whether it is published. Then review its page mapping, redirect and configured dependencies. Preview Form can show an off form, so inspect the actual public page too.

The designated membership form is excluded from these switches. Investigate its own publication or access settings if it is missing.

A notification did not arrive

1. Establish whether the application or request record exists.
2. Note its time and expected recipient or channel.
3. For email, follow Check email delivery. Transport acceptance is different from inbox delivery.
4. For mapped staff alerts, review connection, eligibility and alert state.
5. Confirm whether the action occurred on a review environment where external alerts are blocked.

Avoid repeated live submissions. A missing alert does not prove the submission record was lost.

A report is empty, unavailable or outdated

Read the connection warning, selected period, environment and timestamps. Analytics exclusions and cached reports can explain missing visits. Status-connection problems can make backup or uptime information stale without proving a public outage.

Use Site Insights or Backups and Uptime for the relevant checks. Report the exact section and time to its service owner.

A QR code fails

Scan the original download. If it works, check the final design for cropping, stretching, low contrast, lost white border or export blur. If it opens the wrong destination, regenerate the code with the correct content. Use Print and scan.

For a missing public profile download, confirm the supported published profile and layout using Share a profile.

SMS or credit purchases cannot be used

SMS and purchases are unavailable in the documented release. This is not a missing checkout or activation step. Read SMS availability.

Escalate a persistent problem

Send the page/tool, expected result, actual result, time and timezone, environment, visible error and checks already completed. Note whether any record or external notification was created. Use Contact support and keep secrets and private records out of ordinary messages.