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Troubleshooting

Solutions to common issues in Waqti.

Login Issues

Can't Log In

Symptoms: Login fails even with correct credentials.

Solutions:

1. Check email address - Ensure you're using the correct email
2. Reset password - Click "Forgot Password" to reset
3. Clear browser cache - Clear cookies and cached data
4. Try incognito mode - Test in a private browser window
5. Check 2FA - If enabled, verify your 2FA code

Account Locked

Symptoms: "Account locked" message after multiple failed attempts.

Solution:

• Wait 30 minutes for automatic unlock
• Or contact your admin to unlock immediately
• Admin path: Settings → Users → [User] → Unlock

2FA Code Not Working

Symptoms: Two-factor authentication code is rejected.

Solutions:

1. Check device time - Ensure your phone's time is accurate
2. Wait for new code - TOTP codes refresh every 30 seconds
3. Use backup codes - Enter a backup code instead
4. Contact admin - Admin can reset your 2FA

Purchase Order Issues

Can't Create PO

Symptoms: "Create PO" button disabled or missing.

Check:

• [ ] Do you have PO creation permission?
• [ ] Is there an active budget assigned to your department?
• [ ] Are there approved vendors available?
• [ ] Has your session expired? (refresh page)

PO Stuck in Pending

Symptoms: PO shows "Pending Approval" for extended time.

Solutions:

1. Check approver - View who the pending approver is
2. Send reminder - Click "Send Reminder" if available
3. Check delegation - Is the approver on leave with no delegate?
4. Contact admin - Admin can reassign or approve

Can't Attach Files

Symptoms: File upload fails or is rejected.

Check:

• File size under 10MB?
• Supported format? (PDF, DOC, XLS, PNG, JPG)
• Stable internet connection?

Solution:

• Compress large files
• Convert to supported format
• Try different browser

Budget Error on PO

Symptoms: "Insufficient budget" error when submitting PO.

Solutions:

1. Check current budget availability
2. Select different budget (if multiple)
3. Reduce PO amount
4. Request budget increase from admin

Approval Issues

Not Receiving Approval Notifications

Symptoms: Not getting emails about pending approvals.

Check:

1. Email settings - Settings → Notifications
2. Spam folder - Check spam/junk folders
3. Email address - Verify email is correct in profile
4. Notification preferences - Ensure approvals are enabled

Can't Approve PO

Symptoms: Approve button missing or disabled.

Check:

• Are you the correct approver for this step?
• Has the PO already been actioned?
• Do you have approval permission?
• Has your session expired?

Approval Workflow Not Triggered

Symptoms: PO submitted but no approvers assigned.

Check:

1. Workflow conditions (amount, department)
2. Workflow is active
3. Approvers exist for all steps
4. Contact admin to check workflow configuration

Vendor Issues

Can't Select Vendor

Symptoms: Vendor not appearing in dropdown.

Check:

• Is vendor status "Active"?
• Is vendor prequalified (if required)?
• Is vendor assigned to your department?

Vendor Documents Expired

Symptoms: Warning about expired vendor documents.

Action:

1. Contact vendor to provide updated documents
2. Or admin can temporarily extend validity
3. Path: Vendors → [Vendor] → Documents

Budget Issues

Budget Shows Wrong Balance

Symptoms: Budget amounts don't match expectations.

Check:

1. Committed amounts - Pending POs commit budget
2. Date range - Are you viewing correct fiscal year?
3. Recent transactions - Check transaction history

Action:

• Budgets → [Budget] → Transactions to see all activity

Budget Alerts Not Working

Symptoms: No alerts when budget hits threshold.

Check:

1. Alert thresholds configured?
2. Recipients assigned?
3. Email notifications enabled?

Invoice Issues

Three-Way Match Failing

Symptoms: Invoice shows "Mismatch" status.

Check:

1. Price variance - Invoice price vs PO price
2. Quantity variance - Invoice qty vs GRN qty
3. Total variance - Overall amount difference

Action:

1. View match details for specific variance
2. Correct the discrepancy or
3. Request exception approval

Can't Create Invoice

Symptoms: "Create Invoice" option unavailable.

Check:

• Is PO status "Approved"?
• Has goods receipt been recorded?
• Do you have invoice creation permission?

Performance Issues

Slow Page Loading

Solutions:

1. Check connection - Test internet speed
2. Clear cache - Clear browser cache
3. Reduce data - Apply filters to limit data
4. Try different browser - Test Chrome, Firefox
5. Disable extensions - Some extensions cause issues

Reports Taking Too Long

Solutions:

1. Reduce date range - Shorter periods load faster
2. Apply filters - Limit to specific departments/vendors
3. Schedule reports - Use scheduled reports for large data
4. Export and analyze - Export to Excel for heavy analysis

Session Timeouts

Symptoms: Frequently logged out or errors appear.

Solutions:

1. Check session timeout settings (admin)
2. Ensure stable internet connection
3. Use "Remember Me" option
4. Check if multiple sessions are active

Browser Issues

Page Not Displaying Correctly

Solutions:

1. Refresh page - Press Ctrl/Cmd + R
2. Clear cache - Clear browser data
3. Try incognito - Test in private window
4. Update browser - Ensure browser is current version
5. Disable extensions - Test without browser extensions

Arabic Text Not Showing Properly

Solutions:

1. Ensure Arabic language pack installed
2. Check browser font settings
3. Update browser to latest version
4. Try different browser

PDF Not Downloading

Solutions:

1. Check popup blocker settings
2. Allow downloads from waqti.sa
3. Try right-click → Save As
4. Check downloads folder

Mobile Issues

Mobile View Issues

Solutions:

1. Rotate device (portrait/landscape)
2. Clear mobile browser cache
3. Try different mobile browser
4. Request desktop site if needed

Integration Issues

ERP Sync Failing

Symptoms: Data not syncing with Odoo/QuickBooks.

Check:

1. Connection status - Settings → Integrations
2. API credentials - Are they valid?
3. Error logs - Check sync error messages

Action:

1. Test connection
2. Re-authenticate if needed
3. Contact support with error details

LDAP Login Not Working

Check:

1. LDAP server reachable?
2. Credentials correct?
3. User exists in LDAP directory?
4. Correct user mapping configured?

Getting Help

Before Contacting Support

Gather this information:

1. Error message - Exact text or screenshot
2. Steps to reproduce - What you were doing
3. User details - Email, role, department
4. Browser/device - Chrome/Safari, desktop/mobile
5. Time of issue - When it occurred

Contact Methods

Method	Details
Email	support@waqti.sa
WhatsApp	+966 55 578 4686
In-App Chat	Click help icon (?)

Support Hours

• Standard: Sunday-Thursday, 9 AM - 6 PM AST
• Enterprise: 24/7 support available

Related Resources

• FAQ - Frequently asked questions
• User Guide - Feature documentation
• Admin Guide - System configuration
• API Reference - Integration documentation