Troubleshooting & FAQ

Timer Issues

Timer Not Appearing

Problem: Started a timer but don't see the timer display

Solutions:

1. Ensure you've started a timer from the Time Tracking page
2. Check that you have an active timer in the system
3. Refresh the page if the timer display doesn't update
4. Check browser console for errors

Timer Not Counting

Problem: Timer is running but time isn't incrementing

Solutions:

1. Check if the timer is paused (look for pause indicator)
2. Refresh the page to sync with server
3. Ensure JavaScript is enabled in your browser
4. Try stopping and restarting the timer

Can't Stop Timer

Problem: Stop button doesn't work

Solutions:

1. Refresh the page and try again
2. Check network connection
3. Try from a different browser
4. Contact support if issue persists

Job Management Issues

Can't Delete a Job

Problem: Delete button is disabled or deletion fails

Reason: Jobs with associated time entries cannot be deleted

Solutions:

1. Consider hiding the job instead (if that option is available)
2. Delete all time entries for that job first (use with caution)
3. Keep the job but mark it as inactive

Default Job Not Working

Problem: Default job isn't automatically selected

Solutions:

1. Verify only one job is set as default (check for yellow star)
2. Click the star icon to set/unset default
3. Refresh the page if changes don't appear immediately
4. Clear browser cache and try again

Job Changes Not Saving

Problem: Edits to job details don't persist

Solutions:

1. Ensure you click "Save Changes" button
2. Check for validation errors (e.g., missing required fields)
3. Verify you have permission to edit jobs
4. Try refreshing and editing again

Time Entry Issues

Time Entry Not Showing

Problem: Logged time but can't see the entry

Solutions:

1. Check your date range filter (expand to wider range)
2. Verify workspace filter settings
3. Ensure the entry was saved successfully (check for confirmation)
4. Try refreshing the page
5. Check if filtering by job excludes this entry

Can't Edit Time Entry

Problem: Entry appears but can't be edited

Reason: Entries that have been invoiced cannot be edited

Solutions:

1. Check if entry has "Billed" badge
2. If you need to change it, delete the invoice first
3. Create a new entry with correct details
4. Add a note explaining the correction

Wrong Earnings Calculation

Problem: Earnings don't match expected amount

Solutions:

1. Verify the job's hourly rate is correct
2. Check if rounding is applied to the job
3. Ensure duration is accurate
4. Review tax settings if applicable

Invoice Generation Issues

Invoice Generation Fails

Problem: Error when trying to generate invoice

Possible Causes:

• No template uploaded
• Invalid template tags
• No time entries in date range
• Network connection issue

Solutions:

1. Upload a valid template (try the sample template first)
2. Check date range includes time entries
3. Verify template has correct tags
4. Check browser console for specific error
5. Try a different browser

No Templates Found

Problem: "No templates found" error when generating invoice

Solution:

1. Go to Templates tab
2. Upload at least one template
3. Try generating invoice again

Template Selection Not Working

Problem: Can't select a different template

Solutions:

1. Ensure you have multiple templates uploaded
2. Refresh the page
3. Try clearing browser cache
4. Check if templates are properly uploaded (visible in Templates tab)

Missing Time Entries in Invoice

Problem: Some entries don't appear in invoice review

Solutions:

• Verify entries are in the selected date range
• Check entries are assigned to the selected client
• Ensure entries haven't been invoiced already (check for "Billed" badge)
• Confirm the job is linked to the client contact

Template Tags Not Replaced

Problem: Invoice shows {client_name} instead of actual name

Solutions:

1. Check tag spelling in template (must be exact)
2. Ensure using straight braces {}, not curly quotes
3. Re-upload the template
4. Download and test the sample template
5. Verify you're using a .docx file, not .doc

General Questions

How do I track non-billable time?

Answer:

1. Create a job called "Non-Billable" or "Admin"
2. Set hourly rate to $0
3. Track time to this job
4. Exclude from invoices by filtering

Can I track time to multiple jobs simultaneously?

Answer: No, you can only run one timer at a time. However, you can:

• Pause one timer and start another
• Use manual entries to log overlapping time
• Create separate entries for concurrent tasks

How do I handle breaks in my workday?

Answer:

• Short breaks (< 15 min): Use the pause feature
• Long breaks (lunch, etc.): Stop the timer and start a new one after
• End of day: Stop all timers and review total time

Can I edit time entries after invoicing?

Answer: No, invoiced entries are locked to maintain invoice integrity. If you need to make changes:

1. Delete the invoice (this unmarks the entries)
2. Edit the entries
3. Generate a new invoice

How do I export my time data?

Answer:

1. Go to Entries tab
2. Apply desired filters
3. Click Export button
4. Choose CSV or PDF format
5. Data includes all visible entries

Can I use time tracking without creating jobs?

Answer: No, jobs are required for time tracking. However, you can:

• Create a single "General" job for all work
• Set up basic jobs quickly (just name and rate)
• Add more jobs as needed

What happens to time entries if I delete a job?

Answer: You cannot delete jobs that have time entries. The system prevents this to protect your data.

How accurate is the timer?

Answer: The timer is accurate to the second. However:

• Network delays may cause slight sync issues
• Paused time is not counted
• Manual adjustments can be made when stopping

Can I see other team members' time?

Answer: Depends on your permissions:

• Admins can see all team time
• Regular users see only their own time
• Use filters to view by user (if permitted)

Getting Help

If you're still experiencing issues:

1. Check this guide - Most questions are answered here
2. Search documentation - Use the search bar
3. Check browser console - Look for error messages
4. Try a different browser - Rule out browser-specific issues
5. Contact support - We're here to help!

When Contacting Support

Please include:

• What you were trying to do
• What happened instead
• Any error messages
• Browser and version
• Screenshots if applicable

Related

• Managing Jobs - Job setup and configuration
• Using Timers - Timer usage
• Time Entries - Managing entries
• Invoicing - Invoice generation
• Templates - Template management

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Last Updated: December 2024