CRM troubleshooting: the problems people hit most

I do not see a record

• Below the Admin role you see your own records, the ones shared with you and the ones without an owner. Ask the owner to share it, or a manager to give you the Admin role. See Who sees what in CRM.
• A project is seen by its members — see Projects.
• Check the filters and the tab — My projects or All, My tasks or All tasks.
• Deleted records are in Settings → Trash — see Users, tags, logs and trash.

I do not see a menu, or a button is missing

What you see follows your CRM role: Viewer, Editor or Admin. Settings, deleting records and invoicing settings are for Admin; Sequences and creating records for Editor and up. Roles are set in Monfri Hub — see What each person can open.

You don't have permission to view this page (missing: …).

Your role lacks that right. Ask a manager of your workspace.

This record was shared with you to view. Only its owner or a manager can change it.

You can read the record and add your own activities and reminders, but not change it.

An invoice will not issue

The supplier's company name, ЕИК, address are missing — fill them in under Settings → Invoicing settings → Company before issuing (чл. 114 ЗДДС). The draft is kept.

Your company details are incomplete — see Before your first invoice.

You need to configure an email account before sending invoices.

Connect your mailbox — see Your mailbox — or click Mark as Sent and deliver the PDF yourself.

More in Send an invoice.

My mail does not sync

This mailbox is not syncing:

Open My settings → Mailbox: the mailbox shows its error, usually a changed password. Edit it, type the new password, save. See Your mailbox.

My e-mail did not reach the customer

• The mailbox needs SMTP settings to send from your own address. Without them, invoices, notes and invitations go through Push from your workspace's sender, and a message from Inbox is not sent — CRM says This mailbox has no SMTP settings, so CRM cannot send as you.
• Push e-mail is not set up for this workspace — the e-mails to your customers go through Push only; write to [email protected].
• A send can be cancelled in its first 15 seconds with Undo.
• On an invoice, E-mails lists every e-mail with its result.

A payment reminder did not go out

Reminders are off until a manager starts them, go out once a day at the workspace's reminder hour, and need an issued, unpaid invoice with an e-mail address. See Payment reminders.

An import failed or skipped rows

The result lists every skipped row and why — a duplicate e-mail, a colleague's contact, a wrong value. See Import.

The workspace is read-only

When the plan's trial has ended or the plan is not paid, CRM keeps your data but stops changes and e-mails: records can be read and exported, nothing new is sent. The workspace's owner chooses a plan in Monfri Hub — see Plans, the trial and read-only.

Still stuck

Write to [email protected] with what you did, what you expected and the exact message you saw: How to get help.