Why Something Did Not Happen
No contract after approve, missing chemical lines, portal invite with no email, blocked scheduled job, or draft invoices that never sent.
Updated September 18, 2026
These are the misses that generate the most tickets. Each one has a dedicated how-to — this page only points you there.
| What you expected | Usual cause | Open |
|---|---|---|
| Quote is Approved but there is no plan | That work type does not create a service contract (a one-off repair is supposed to skip this) | After a quote is approved |
| Chemicals on the job never hit the invoice | Tenant switch off, contract override Off, or the product has no sell price | Bill chemicals used on invoices |
| Invite User created a login but no email | Portal invite email is off under Customer Notifications | Invite customers to the portal |
| Create Job will not save a scheduled visit | Contract work types need an active covering contract for that customer, site, and type | Schedule a visit |
| Draft invoices sit forever | Auto-send waits Send After (Hours In Draft) and the work type's Also Require rule. A prepaid draft is skipped on purpose — close it with Close as Paid (no email) | Automatically send draft invoices / Send an invoice |
| Crew Forgot Password? opened the customer portal | They were on the Customer tab. Operator logins reset on the staff Reset your password page | Complete a visit |
| I voided an invoice or quote and it vanished from the list | Status starts with Void unchecked. Check Void, or open it from header Search | Send an invoice / Send a quote |
| I archived a contract and it vanished from the list | Status starts with Archived unchecked. Check Archived | After a quote is approved |
| Crew cannot open the field app | Clock In before dashboard is on for their role | Invite your team and Complete a visit |
| Named reports are grey or locked | Advanced Reporting add-on (or Fleet / Enterprise include) | Find the right report |
| The Upcoming Work Digest sent nothing this morning | No watch matched a job on its day (an empty day sends nothing), the digest or the watch is Off, or your role is not under Send To | Get a daily heads-up on upcoming jobs |
| Sent quotes never get a follow-up | Quote Follow-Up is Off under Follow-Up Sequences, the Quote follow-up sequence switch is off under Customer Notifications, or the quote was sent without notifying the customer | Automated quote and lead follow-ups |
| A customer rated a visit low and nobody was alerted | Low Rating Alerts or the rule is off, the rule does not watch that score (or its comment or work type setting left it out), the office logged the rating by hand, or the customer re-submitted the same score | Get alerted about low customer ratings |
Help chat vs this wiki
In the dashboard, Ask a question on SOLIVEN is live product help for staff (no live totals). This Help Center is the public how-to wiki. For numbers on a report, use Ask a question / Ask Your Data inside Reports.
Verify it worked
The row you cared about now matches the how-to's verify section — for example an Active contract after approve, a chemical line on the monthly invoice, or a Sent invoice after the draft aged past Send After.
Frequently asked questions
I already read the how-to and it still failed. What next?
Match the symptom in the table, then check the setting it names. If that setting is already correct, the how-to's FAQ on that page lists the remaining branches (multiple contracts, no sell price, quiet hours).
Related guides
- Automated Quote and Lead Follow-UpsFollow up on every sent, unsigned quote and every new lead automatically, as a note from the rep, until the customer signs, replies, or is quoted.
- After a Quote Is ApprovedFind the service contract a signed quote created, check the billing day, and know when no plan appears on purpose.
- Bill Chemicals Used on InvoicesTurn on chemical usage billing, pick flat or markup pricing, and let completed visits add chemical lines to the monthly invoice.
- Invite Customers to the PortalSend a portal login so a customer can approve quotes, view invoices, and turn on autopay.
- Schedule a VisitCreate a scheduled job for a customer and site, or a one-off visit outside the regular plan.
- Automatically Send Draft InvoicesEmail (and optionally text) draft invoices after they sit for a set number of hours, per work type.
- Send an InvoiceReview a draft, send it to the customer, and charge a saved card when autopay is on.
- Complete a VisitClock in if required, open today's job, work Arrive through Complete, or skip the visit for today with a reason.