Troubleshooting¶
This section helps you diagnose and resolve common issues. Each article includes symptoms, causes, and step-by-step resolutions.
Who this is for¶
End User Admin Support
Troubleshooting topics¶
| Issue | Page |
|---|---|
| Can't sign in, SSO errors, MFA problems | Login Issues |
| Missing access, role errors, 403 errors | Permission Issues |
| Missing records, stale data, sync delays | Missing Data |
| Integration failures, webhook errors | Sync Failures |
| Numbers don't match, export differences | Report Discrepancies |
| Email not received, digest missing | Notification Issues |
General troubleshooting process¶
- Identify the symptom — What exactly is happening? When did it start?
- Check the status page — Visit status.valuepact.ai for known incidents.
- Review recent changes — Did anything change recently (role, integration, configuration)?
- Gather evidence — Screenshots, error messages, request IDs, timestamps.
- Follow the relevant guide — Use the articles above for specific issues.
- Contact support — If the issue persists, open a ticket with all gathered evidence.
Information to include when contacting support¶
- Your organization (tenant) name
- User email and role
- Exact error message or screenshot
- Request ID (from API responses or browser network tab)
- Timestamp (with timezone)
- Steps to reproduce
- Browser and OS (for UI issues)
Escalation path¶
| Severity | Response time | Contact |
|---|---|---|
| P1 — Production down | 15 minutes | support@valuepact.ai + phone |
| P2 — Major feature impaired | 1 hour | support@valuepact.ai |
| P3 — Minor issue | 4 hours | support@valuepact.ai |
| P4 — Question / enhancement | 1 business day | support@valuepact.ai |