Troubleshooting
Find your symptom; each entry gives the likely cause and the fix.
Signing in
"Signed in elsewhere" / suddenly logged out. Someone (maybe you, on another device) signed into your account — ZAPTIZ keeps one session per user. If it wasn't you, change your password now and tell your admin.
The OTP code is rejected. It expired (they're short-lived) or a newer code superseded it. Request a fresh one and use the most recent email.
Google sign-in says it can't find my account. The Google account's email doesn't match your ZAPTIZ email. Sign in with email + password, or ask your admin which address you were invited on.
I got a sign-in alert email I don't recognise. Change your password immediately (Settings → Security), enable MFA, and tell your admin — they can review events in the Security Center.
Emails & documents
Every Email button says "Connect your company email first." An admin must connect Brevo once — Company Settings → Integrations. Non-admins: ask your admin.
Emails send but never arrive. Check the email log for delivery status, then the recipient's spam folder. If everything lands in spam, complete the sender-domain verification (DKIM/DMARC records) that Brevo recommends — unverified senders get filtered.
Print shows ₹0 totals. The document has unpriced lines — the missing-price guard told you so. Set the unit prices, then print.
Payments
Pay-Now dialog says "Connect your Razorpay account" (or errors for non-admins). The company hasn't connected its Razorpay keys — setup here. If it says payments are "turned off", re-enable the toggle in Settings → Integrations.
Online payment succeeded but the invoice is unpaid.
No webhook. Add the payment_link.paid webhook in your Razorpay dashboard — instructions. For the payment that already happened, record it manually against the invoice.
Old payment links stopped working after we changed Razorpay keys. That's deliberate — changing keys voids open links so money can't land in the old account. Re-issue links from the invoices.
AI
"AI credit limit reached (X/Y)." The month's credit budget is spent. Buy a top-up or upgrade on the subscription page.
"You're making AI requests too quickly." Per-user rate limiting — wait the few seconds indicated. If it happens constantly with no one clicking, suspect a stuck browser tab auto-retrying.
An OCR / Invoice Reader job seems stuck. Jobs that stall show a Stalled badge after ~15 minutes and can be discarded and retried from the history page. A clean text PDF succeeds more often than a blurry photo.
An agent "ran" but nothing happened. Check its Policy tab — is the agent enabled? Then check its work queue (Reminders / Proposals / Follow-ups tab): with auto-mode off (the default), the output is drafts waiting for your approval, not sent items.
The chat assistant says it isn't enabled for my account. AI access is switched off for your company or your trial expired — an admin should check the subscription.
Data & pages
A page I need is missing from my sidebar. Role or module. Check Roles & Permissions, then ask your admin about Modules.
A product/drawing exists but a colleague can't see it. It's private — visible only to its owner and admins. The owner or an admin can make it public. See product visibility.
Numbers on a dashboard look lower than reality. Most list KPIs summarise the loaded page (usually 20 rows), not all history — use the dedicated reports for true totals (Financial Reports, Reports & BI).
Everything is spinning / nothing loads. Likely a connectivity blip — check your internet, then refresh once. If the app itself is down, write to support@zaptiz.com with the time and what you saw.
Still stuck?
Write to support@zaptiz.com with what you were doing, what you expected, what happened, and a screenshot — see Contact Support.