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build Troubleshooting

"Payment Failed" Error

  • • Ensure you have sufficient mobile money balance
  • • Confirm the payment prompt on your phone within 60 seconds
  • • Check that your phone number is correct (format: 07XXXXXXXX)
  • • Try again — network delays can cause timeouts

"Minimum deposit" Error

  • • UGX wallet: minimum deposit is UGX 1,000
  • • KES wallet: minimum deposit is KES 100
  • • Make sure you're entering the amount in the correct currency

Page Not Loading / Blank Screen

  • • Clear your browser cache (Ctrl+Shift+Delete)
  • • Try a different browser (Chrome, Firefox, Safari)
  • • Check your internet connection
  • • If the problem persists, contact your admin

"Debits must equal credits" Error (Accounting)

  • • When creating a journal entry, the total of all debit amounts must exactly equal the total of all credit amounts
  • • Double-check each line's debit and credit values
  • • Each line should have either a debit OR a credit, not both

2FA Code Not Working

  • • Ensure your phone's clock is synchronized (TOTP codes are time-based)
  • • On Android: Settings → Date & Time → enable "Automatic date & time"
  • • On iPhone: Settings → General → Date & Time → enable "Set Automatically"
  • • If the code still fails, try a backup code instead
  • • If all backup codes are used, contact your admin to reset 2FA

SMS Messages Not Sending (Admin)

  • • Verify the SMS provider is configured in tenant settings (egoSMS or SMSLeopard)
  • • Check that the API key format is correct (username:password for egoSMS, api_key:api_secret for SMSLeopard)
  • • Ensure the sender ID is set and approved by the provider
  • • Check your SMS provider account balance

Survey Not Showing to Members

  • • Check that the survey status is "Active" (not Draft or Closed)
  • • Verify the start date has passed and end date hasn't expired
  • • Ensure target audience includes "Members" or "All"
  • • If anonymous is enabled, members may need to log out and use the public link

Dynamic Group Has No Members

  • • Ensure members have filled their biodata with the required field (industry, class year, graduation year)
  • • Check that the group criteria exactly matches the data format (e.g., "Class 2015" not "2015")
  • • Click "Refresh Members" button to manually update the group
  • • Verify the group is marked as "Dynamic" (not Manual)

Staff Member Cannot Access Tenants

  • • Verify the staff member's status is "Active" (not Suspended or Inactive)
  • • Check that the staff member is assigned to the specific tenant in Staff Tenant Assignments
  • • Ensure the staff member has the "View All Tenants" or "View Tenants" permission
  • • Confirm the staff member has changed their temporary password on first login

Survey Questions Not Saving

  • • Ensure question text is not empty
  • • For radio/checkbox/dropdown questions, add at least 2 options
  • • For rating questions, min value must be less than max value
  • • Click "Save Question" before adding another question
  • • Check browser console for JavaScript errors

Savings Withdrawal Not Available

  • • Withdrawals must be enabled by your admin in Savings → Settings
  • • There may be a notice period (e.g., 30 days) before funds are available
  • • Your withdrawal request must be approved by an admin before processing
  • • Check if your available balance is sufficient for the requested amount

Still Need Help?

Contact your association administrator or email support for assistance.