Help Center Troubleshooting & FAQ

Troubleshooting & FAQ

Quick answers and fixes for the most common questions and issues. If you cannot find a solution here, contact SurelyCrm Support.

Login Issues

I forgot my password

Contact your administrator. They can reset your password from Settings > Users. There is no self-service password reset for security reasons.

My account is locked

After multiple failed login attempts, SurelyCrm locks accounts to prevent brute-force attacks. Ask an administrator to unlock your account from the Users settings page.

Two-factor authentication is not working

Ensure your device's clock is synced correctly. TOTP codes are time-sensitive. If you have lost access to your authenticator app, contact an administrator to temporarily disable 2FA on your account.

Telephony Issues

"Missing authorization token" error

  1. Verify Twilio credentials in Settings > Application Settings.
  2. Ensure the Twilio API Key and Twilio API Secret are correct and have not expired.
  3. Check that Enable Integration is toggled on.
  4. Refresh the page and reopen the dialer.

Calls drop when I navigate pages

Always use the popup dialer, not an embedded player. The popup maintains the connection independently of the main application window.

Incoming call modal does not appear

  1. Ensure your browser is not blocking popups.
  2. Check that the dialer popup is open and connected.
  3. Verify the customer has a phone number stored in their profile.

Customer search returns no results for a known number

SurelyCrm automatically handles UK format variations, but the number must exist in either the Mobile Phone or Home Phone field. Check the customer record and ensure the number is saved correctly.

Workflow Issues

My workflow is not running

  1. Ensure the workflow is Activated. Draft workflows do not execute.
  2. Check the workflow Instances page for error messages.
  3. Verify that conditions are not excluding the customer.
  4. Confirm the customer meets all trigger criteria.

A workflow stage failed

Open the instance details and inspect the failed stage. Common causes:

  • Missing email or SMS template
  • Invalid custom field name in a SetCustomField action
  • Customer does not have notifications enabled
  • External service (Twilio, email provider) returned an error

How do I restart a failed workflow?

You cannot restart an existing instance, but you can:

  • Fix the underlying issue (e.g., activate a missing template)
  • Manually start a new workflow instance for the customer
  • Use the Advance button to skip the failed stage (for testing only)

Bulk Action Issues

My bulk email job failed

Check the job details for specific error messages. Common issues:

  • Customers do not have email addresses on file
  • The selected template has been deleted or deactivated
  • Customers have notifications disabled
  • Email provider rate limits exceeded

Preview shows zero matching customers

Your filters may be too restrictive. Try broadening the criteria:

  • Remove date range filters
  • Expand status selection
  • Check "Any" for boolean filters like Notifications Enabled

Portal & Support Issues

Customer cannot log into the portal

  1. Ensure portal authentication is required in Settings > Application Settings.
  2. Verify the customer has a valid email address.
  3. Resend the portal invitation from the customer's profile.
  4. Check that the invitation link has not expired.

Support ticket replies are not showing

Ensure you are not marking staff replies as Internal. Internal notes are hidden from customers. Also check that the ticket status is not Closed, as closed tickets do not accept new replies.

Data & Performance

Customer list is loading slowly

  • Use a Custom View with specific filters rather than loading all customers.
  • Clear your browser cache.
  • Check your network connection.
  • For administrators: monitor database performance if the dataset is very large.

I accidentally deleted a customer

Customer deletion is permanent and cannot be undone from the UI. Contact SurelyCrm Support immediately. If a database backup exists, restoration may be possible.

Custom field values are not appearing in calendar views

  1. Check the exact field name in Settings > Custom Fields (case-sensitive in templates).
  2. Ensure the customer has a value saved for that field.
  3. Use single braces: {FieldName}, not double braces.
  4. Remove spaces: {ContractType}, not {Contract Type}.

Frequently Asked Questions

Can I import customers from a spreadsheet?

Yes. Contact SurelyCrm Support to arrange a data migration. Provide your data in CSV or Excel format and we will import it for you.

Is my data backed up?

Database backups are configured at the infrastructure level by your hosting provider or IT team. Ask your administrator about backup frequency and retention policies.

Can customers see all their data in the portal?

Customers see the profile information, balances, plans, documents, and support messages that you choose to expose. Administrators control portal visibility through application settings.

How do I change my email signature?

Email signatures are typically included in email templates. Edit the template in Settings > Email Templates and update the signature block.

What browsers are supported?

SurelyCrm supports Chrome 90+, Edge 90+, Firefox 88+, and Safari 14+. For telephony, Chrome or Edge are recommended due to WebRTC compatibility.

Can I use SurelyCrm on mobile?

The web interface is responsive and works on tablets and phones. There is no dedicated mobile app at this time. For telephony on mobile, use the Twilio dialer in your mobile browser (popup windows must be allowed).

How do I request a new feature?

Email onboarding@surelycrm.co.uk with your suggestion. We prioritise features based on customer demand and strategic fit.