Overview
Follow this guide from top to bottom for a complete workflow, or choose a specific topic from the list.
Email not received
Confirm the recipient, resend once, check spam, and note the document number and send time.
Attachment failed
Confirm the type and storage limit, remove and reselect the file, then retry. Do not ignore an attachment-preparation error.
Public link not opening
Copy the complete latest link, retry in a current browser, and confirm the document is still available.
PayPal currency not supported
LKR cannot use CRM Gem PayPal Checkout. Use another method displayed on the invoice; never rely on a raw provider error.
Subscription not updating
Return from PayPal, refresh Settings, and confirm you used the correct CRM Gem and PayPal accounts before contacting support.
Recurring invoice not generated
Confirm Pro access, Enable Recurring, the schedule, time zone, base invoice, and whether that occurrence already exists.
Portal access issue
Confirm active Pro access, the client email, the latest portal access method, and a current browser.
Browser cache and refresh
Refresh, sign in again, disable interfering extensions, or test in a private window in current Chrome, Edge, Firefox, or Safari.
Step-by-step
- 1
Identify the action
Record the page, button, document number, and expected result.
- 2
Check required details
Confirm recipient, status, balance, currency, plan, and settings relevant to the action.
- 3
Retry safely
Refresh and test in a current browser without repeating payment or conversion actions unnecessarily.
- 4
Capture evidence
Note the exact friendly message, date and time, browser, and steps; hide customer and payment secrets.
- 5
Contact Support
Send the evidence to support without passwords, secret keys, access links, or full payment credentials.
Helpful tips
- Review the details before saving or sending.
- Use Contact Support if the expected result does not appear.
Common mistakes
- • Using incomplete client or business information.
- • Closing the page before an action finishes.
Frequently asked questions
Where can I get more help with troubleshooting?
Open Contact Support and include the affected page, document number, date and time, browser, exact message, and a screenshot with sensitive information hidden.
Still need help? Contact Support with the affected page, document number, browser, date and time, and exact message.
Related guides
Contact Support
Send a useful support request to the approved CRM Gem support address.
Account and Security
Sign in, confirm email, reset a password, update account details, and handle account requests safely.
Payments
Record payments, configure instructions, and understand customer PayPal invoice availability.