Troubleshooting and support

Find your problem in the headings below. Each one gives the likely cause in a line, then the steps that fix it.

Nobody can get in

The address shows a maintenance page and nobody can sign in

Likely cause: a payment failed, so your system was put into maintenance mode.

1. Check the inbox you used at checkout for an email from Paddle about a declined payment.
2. Open the link in that email and update the card. Your bank may need to approve it.
3. Wait about a minute. Maintenance mode is switched off automatically as soon as Paddle confirms the payment — you do not need to contact us.
4. If the payment has clearly gone through and the maintenance page is still there fifteen minutes later, email us with your subdomain.

Nothing is deleted while Paddle is still retrying the payment, and your data is untouched: once the payment goes through, everyone gets back in exactly as they were. If the payment is never recovered and the subscription ends, we first email you the removal date, and that date is never sooner than 30 days after the failed payment, and never sooner than 7 days after the subscription ends. The billing chapter covers this in full.

My address shows nothing, or an error, right after signing up

Likely cause: your system is still being built, which takes a couple of minutes.

1. Go back to the status page the signup wizard showed you. It refreshes on its own and moves through pending, provisioning, configuring and finally active. Those are the words it uses while a private copy of the system, with its own database, is created for you.
2. When the status reaches active, a link to your system appears on that page. Use that link — it is the correct address.
3. If the page reports a problem, leave it alone. It retries by itself and usually clears.
4. If nothing has changed after about fifteen minutes, email us with your subdomain.

Signing in

I cannot sign in

Likely cause: you are on the wrong one of the two addresses, or you have forgotten your password.

1. Check which address you are on. The control panel is app.nezmaro.com — subscription, users, settings. Your system is yourcompany.nezmaro.com/app — all daily work. They have separate sign-ins.
2. Make sure the system address ends in /app. Without it you land on the plain customer-portal page that shows only My Account.
3. Check the email address you are typing. Your sign-in name is the exact address the invitation was sent to, not a shortened or forwarded version of it.
4. Use Forgot password on the sign-in page. You set your own password; nobody here can read it or type it for you.
5. If the reset email does not arrive, see the invitation-email section below.

It says “Not permitted”

Likely cause: that person does not hold a role that allows them to open that kind of document. It is not a fault.

1. Ask them exactly what they were opening — Sales Invoice, Stock Entry, Employee.
2. Decide whether they should be doing it at all. Sometimes the answer is no, and the system has done its job.
3. If yes, the owner adds the matching role to their user record inside the system, as described in the chapter on your team, users and roles.
4. Ask them to reload the page and try again.

Users and invitations

I did not receive the invitation email

Likely cause: your own outgoing email is not delivering — invitations are sent by your ERP through your mail server, not ours — or a spam filter held it, or the address was mistyped when the invitation was sent.

1. Check the spam or junk folder, and any quarantine your mail provider runs. Company mail systems often hold the first message from a new sender.
2. In the control panel, open Users and confirm the address is spelled exactly right. One wrong letter and the email went nowhere.
3. Click Resend invite in that person's row. A fresh link to set a password is sent.
4. If they still have an older invitation email, do not reuse it. Those links expire — use the newest one.
5. Still nothing fifteen minutes later? Email us with the address you invited.

I cannot add another user

Likely cause: you have reached the number of people your plan allows. Create user answers with a message such as User limit reached: your Starter plan allows 5 active users. Deactivate someone or upgrade.

1. In the control panel, open Users. The top of the page shows the count, for example Active users: 5 / 5.
2. If someone has left the company, click Deactivate in their row. Deactivate, never delete — their name has to stay on the documents they created. The place is free immediately.
3. To raise the limit instead, email support@nezmaro.com and ask to move to the larger plan. Plan changes are made by us: the Billing page in the control panel can update your card or cancel your subscription, but it cannot change your plan.
4. After a plan change your system picks up the higher limit on its own, usually within a minute.

Documents

I submitted a document and it is wrong

Likely cause: submitting is final by design — it is the moment an invoice reaches your accounts or a delivery note moves your stock — so submitted documents cannot be edited.

1. Open the document and click Cancel. Any accounting or stock effect it had is reversed.
2. Click Amend. You get an editable copy carrying the same information.
3. Correct it and Submit the amended copy.

The cancelled document stays in the system on purpose. That trail is what an audit asks for.

It refuses to delete because something is linked to it

Likely cause: a customer is never alone. Creating one also creates the contact and the address filed against it, and the engine refuses to remove a record while another one still points at it. The message names both, in this shape: "Cannot delete or cancel because Contact ... is linked with Customer ...".

The instinct is to delete the contact first, and that is the one order that never works. Delete the owner last, and the things it owns go with it:

1. Cancel and delete any document that names it — an order, an invoice, a delivery note. Cancel before deleting: a submitted document will not delete.
2. Delete the address.
3. Delete the customer itself. Its contact goes with it, without being touched separately.

The same order works for a supplier and its contact and address.

Email campaigns

My campaign emails are not sending

Likely cause: the outgoing email settings are wrong — most often the port and the encryption do not match each other.

1. In the control panel, open Team & messages → Marketing tools and find Your outgoing email.
2. Match the SMTP port to the Encryption choice: port 587 with TLS / STARTTLS, or port 465 with SSL. Your mail provider's help pages say which pair to use.
3. Check the Sender email address. That address is also the sign-in name used against your mail server.
4. Enter the SMTP password for that mailbox. If your provider requires an app-specific password, use that rather than the normal one.
5. Click Save & push to my ERP, then Send test email. It tells you straight away whether the settings work.
6. Fix and test again until the test succeeds. Only then start a campaign — a campaign sent on broken settings queues up and goes nowhere.

Language

The screen is in the wrong language

Likely cause: language is set per person, and this person's own setting has not been changed from the company default.

1. In your system, click your initials in the top corner.
2. Choose My Settings.
3. Set Language and save (Ctrl+S).
4. Reload the page. Arabic also switches the layout to right-to-left.

One colleague working in Arabic and another in English, in the same system, is normal and supported.

Getting data back

Something was deleted, or I need a copy of my data

Likely cause: a mistake during ordinary work, or a request from an accountant or auditor. Either way, this is what backups are for, and a person handles it.

1. Email support@nezmaro.com with your subdomain.
2. Say what you need: the whole database, its state at a particular date and time, or specific attached files.
3. Give the date and time before the problem happened, as precisely as you can.

Writing to support

Email support@nezmaro.com. A person reads it. What you include decides whether it is solved on the first reply or after four rounds of questions, so include all of this:

• Your subdomain — the address of your system. Without it we cannot tell which system is yours.
• What you were doing — the page or document type, and the document number if there is one.
• What you expected to happen.
• What actually happened — the exact wording of any message on screen.
• A screenshot of the whole window, including the address bar. That one image answers more questions than a paragraph of description.
• Who it affects — one person or everyone — and roughly when it started.

If your whole system is unreachable, say so in the subject line. Anything that stops the entire company working is handled ahead of everything else.