Read the message first
When CRM, or the credit check on a sales screen, cannot do something, it says why, and nothing is saved: no invoice, no posting, no half-finished change. Fix what the message names, then do the action again. Every message and what to do: Messages you may see.
What you see, and where to look
| You see | Usually | Read |
|---|---|---|
| "Credit blocked" on a sale | Over the limit, past the credit days or on credit hold, with the action Block | How credit control works |
| The customer is blocked, but they paid | The receipt is not posted yet, it is in another branch, the oldest bill is still unpaid, or a limit of 0 | The customer is blocked, but they paid |
| "I marked it as a cash sale" | Only the money received with the sale counts | What counts as a cash sale |
| "Could not be checked just now" or "Another sale for this customer is being saved" | The check could not run: save again | When the credit check cannot run |
| The credit dialog has no save button | A block: take payment or ask for a release | Save a credit sale: what you see |
| "My release does not work" | Someone else's release, another kind of document, too small, expired or already used | Credit releases: ask, decide, use |
| A blocked sale on the POS | The POS cannot ask for a release: take payment, or review the limit | Which sales are checked |
| CRM figures differ from the ledger report | The date, branch, advances, currency or switched-off customers | CRM figures differ from the ledger report |
| The CRM menu or a CRM screen is missing | CRM is off, or the role lacks the menu or permission | The CRM menu or a CRM screen is missing |
| "You are not authorised to access this resource." | The role lacks the permission | Who can use which CRM screen |
| No collection case for an overdue customer | The setting is off, the nightly run did not happen, do not contact, or disputed money | The dunning ladder and collection cases |
| A promise shows Broken, but the customer paid | The receipt was posted late, or to another customer | Promises to pay |
| Promises past their date still show Open | Promises are judged only by the nightly run | The nightly run and the run-now buttons |
| Disputes, renewals or recoveries never escalate | Their timers run only when someone presses Run | Disputes, renewals and recoveries |
| My follow-ups disappeared | The view or owner filter, or the case was closed | Contacts, activities and follow-ups |
| "Not available on this server yet" on Receivables | Your company's Penahak version is older than the screen | Receivables: ageing and expected cash |
Check Accounting first
Most CRM questions are about Accounting's data, because CRM shows that data as it is:
- the customer's Amount limit, Day limit and their actions (Customer details in Accounting that CRM uses);
- receipts waiting for approval, or posted to another customer or branch;
- invoices saved without due days, or with more due days than the customer's terms.
To see why a sale was blocked, a credit controller can open Credit Desk > Credit position > Check a sale with the same amount and document type (The Credit Desk).
When the message does not help
Take a screenshot of the whole screen with the message, and note what you were doing: the customer, the document number, the release number (CRL-...) or the case number (COL-...), and the time. Send it to your Penahak contact. Nothing was saved, so you can safely try again once the cause is fixed.
Tell your Penahak contact in particular about:
- "Something went wrong. Please contact your administrator.", or the same refusal after its cause is fixed;
- "The customer's credit could not be checked just now" for every customer;
- the Receivables line "The ageing differs from the ledgers" with no search active;
- a CRM figure that does not match the ledger after the date, branch, advances and currency are allowed for;
- a sale saved past a block, or blocked when Check a sale allows it with the same figures;
- a release used twice, or a sale refused although a fitting release of the same person was approved;
- no CRM menus at all for your company.
Never send anyone your password.
Common questions
Is it safe to try again after a refusal?
Yes. A refusal saves nothing: no invoice, no posting, no half-finished change. Fix what the message names, then do the action again.
Where can I look up a message?
On the messages page: every message, what it means and what to do (Messages you may see).