Troubleshooting
Work through common questions about access, data, conversations, and app workflows.
Start by checking which workspace you are in and what the screen is telling you. A missing record, unavailable action, and failed operation can have different causes. The checks below help you find the right guide and avoid repeating a change that already succeeded.
An app or action is missing
- Check the workspace switcher. Apps, memberships, and settings are specific to the selected workspace.
- Check whether the relevant app is active. An app that has been deactivated keeps its data but hides its app surfaces.
- Read any plan or permission message. Ask a workspace administrator to check your role, object access, and the relevant feature.
- Check the guide for that feature. Some controls depend on rollout settings; others are visible but not yet functional.
The current Home page and Developers settings are hidden. Do not use an old screenshot or a guessed menu path as proof that those screens are available.
A record or field is missing
- Check the selected object, view, and folder. A saved view may include only certain records.
- Clear search terms and filters, then check the All view if you have access to it.
- Check the visible field selection when a column is missing. A hidden column can still exist on the record.
- Ask an administrator to review field or record visibility if you can see some records but not others.
- If the record was deleted, check Trash and its restore options with a member who has permission.
An import has errors or unexpected results
Check the target object, field mapping, and import mode before applying the import. Create, update, and upsert do different things. For updates, confirm the match field identifies the intended record. Read the preview errors and the final import report rather than assuming every row was accepted.
Import related records before the rows that need to link to them, or follow the relation mapping options shown in the wizard. Break a large source into supported batches. If the mapping is unclear, try a small representative file first.
I cannot find or use a conversation
Check whether you are a member of the channel or group and whether an invitation is still pending. Channel access and workspace chat permissions can limit viewing, posting, files, or membership changes. A read-only conversation may allow you to see messages without posting.
If an agent does not respond, check that the agent is available in the conversation and that your message is addressed to it where a mention is required. Then look for an approval request, credit notice, or run error. Human team chat and agent execution have different requirements.
A date or calendar change is missing
Check the selected date range, calendar sources, and your time zone. Object calendars need a date field selected; records without a suitable date may appear outside the grid. Shared Calendar sources depend on which apps and schedules you can access.
When saving an event, read validation errors. The New Event panel does not yet save every repeat option it displays, and linked records cannot currently be saved from that form. An agent’s Simulation schedule does not run live work. The calendar guide explains these boundaries.
An agent or integration did not finish a change
Read the proposed action and its latest status. A message, a draft, an approval request, and a completed operation are different stages. If the app asks for approval, review the actual proposed change before approving it. If a newer record revision makes that proposal stale, refresh the proposal.
Check permissions, credit availability, and the returned failure message. If you lose the connection after submitting a change, check the record or operation status before sending it again. Integration callers should use the documented idempotency and operation-status support.
Inventory quantities do not match expectations
In Inventory Tracking, distinguish physical stock from quantities on draft orders, incoming orders, and commitments. Check the item’s base unit, selected pack size, location, and any expiration or lot grouping. A count does not change stock until it is applied, and an order does not add or remove stock just because it was drafted.
Review Stock Activity and the related count, receipt, transfer, or shipment before entering a correction. Use the workflow that represents what actually happened.
Stock and locations Counts Receiving purchases Shipping sales orders
Ask for help with useful context
Contact support@trymatte.com if the relevant guide does not resolve the issue. Include the page or workflow, the exact error, what you expected, and what happened instead. A record or operation identifier and the approximate time can help locate the issue. Never include a password, recovery code, or secret API key.
To suggest a correction to a guide, use Send feedback at the bottom of that page. The page title is included in the email subject.