When things go wrong

This chapter gathers every problem from the "If something's wrong" part of each task, grouped the same way as the tasks. Find the one that matches what you see, and follow the link to the task that explains it.

Three things to try first, whatever the problem:

• Read the reason beside a greyed button. A button that cannot be used yet says why, next to it, under it, or when you point at it. The reason usually names what is missing.
• Read the message in full. SynkroTech's messages say what happened, what was not done, and what to do next. "Nothing was emailed" means nothing was emailed; "released is not delivered" means the Outbox has not yet sent it.
• Check the record's Activity. The foot of every record lists what was done to it, by whom and when.

If none of this helps, ask for help from inside SynkroTech (see Asking SynkroTech for help). Say what you pressed, what you expected and what you saw.

Signing in and your office

• The one-time password is refused, or lost. Signing in for the first time
• Save Password stays greyed. Signing in for the first time
• The six-digit code is refused. Signing in for the first time
• You have lost the phone with your authenticator on it. Signing in for the first time
• The link says "This link has already been used". Signing in for the first time
• Skip is not offered on a step. Working through the Setup Checklist
• Skip asks for a reason. Working through the Setup Checklist
• A step says Waiting. Working through the Setup Checklist
• A step names your example properties. Working through the Setup Checklist
• A step stays To Do after you did it. Working through the Setup Checklist
• Save These Details is refused. Setting up your organisation's details and letterhead
• Save These Details is refused with "Scheme name required." Setting up your organisation's details and letterhead
• The portal's Help says the redress scheme is not recorded. Setting up your organisation's details and letterhead
• The logo will not load. Setting up your organisation's details and letterhead
• Emails come from SynkroTech, not your own address. Setting up your organisation's details and letterhead
• Microsoft 365 Mailbox says Reconnect Needed. Setting up your organisation's details and letterhead
• A demand shows the wrong office. Setting up your organisation's details and letterhead

Your people

• The address is refused. Adding colleagues and giving them a login
• The address is already in use. Adding colleagues and giving them a login
• Add User with Login Adding colleagues and giving them a login
• Someone already on the list cannot be given a login. Adding colleagues and giving them a login
• They lost the link, it ran out, or they opened it twice. Adding colleagues and giving them a login
• Send New Login Link Adding colleagues and giving them a login
• A colleague cannot see a section. Deciding what each colleague can do
• A colleague cannot see Reports. Deciding what each colleague can do
• A colleague can see too much. Deciding what each colleague can do
• Someone needs to approve invoices. Deciding what each colleague can do
• A permission cannot be ticked in a new role. Deciding what each colleague can do
• The limit is refused. Setting approval limits for supplier invoices
• Save stays greyed. Setting approval limits for supplier invoices
• You cannot change your own limit. Setting approval limits for supplier invoices
• A colleague still cannot approve. Setting approval limits for supplier invoices

Your properties

• "This May Already Be on the Register". Taking on a new block by hand
• "4 fields need attention." Taking on a new block by hand
• The preview says some units already exist. Taking on a new block by hand
• Preview stays greyed. Taking on a new block by hand
• The register shows the wrong number of units. Taking on a new block by hand
• Approve Budget is greyed, with "Set the property's year end before approving this budget." Setting a property's service charge year end
• Save stays greyed on the Year Ends page. Setting a property's service charge year end
• Next year's budget has the wrong dates. Setting a property's service charge year end
• The year end in the lease changed. Setting a property's service charge year end
• A flat's bay says Kept. Recording a building's parking bays
• A bay holder has left, or a licence has ended. Recording a building's parking bays
• A flat needs a bay that was not added with it. Recording a building's parking bays
• You want to charge for a bay. Recording a building's parking bays
• "Portfolio Name is required." Grouping properties into portfolios
• There is no Portfolio choice on a property's page. Grouping properties into portfolios
• A portfolio has the wrong name. Grouping properties into portfolios
• An answer cannot be deleted. Recording the lease terms (lease abstract)
• Some units' leases say something different. Recording the lease terms (lease abstract)
• The lease has been varied. Recording the lease terms (lease abstract)

Your leaseholders and their shares

• "This flat already has a live lease." Adding a leaseholder, a joint leaseholder or a company to a unit
• Add Person stays greyed. Adding a leaseholder, a joint leaseholder or a company to a unit
• The leaseholder has no email. Adding a leaseholder, a joint leaseholder or a company to a unit
• They hold flats in more than one of your buildings. Adding a leaseholder, a joint leaseholder or a company to a unit
• Save is greyed: "These shares add up to 96.00%, 4.00% short. They must make 100%, or tick Landlord Covers the Gap." Setting each unit's share of the service charge (apportionment)
• The lease says the landlord pays what the flats' shares leave over. Setting each unit's share of the service charge (apportionment)
• A schedule that came from an import reads Does Not Add Up. Setting each unit's share of the service charge (apportionment)
• The shares add up to 99.999999% or 100.000001%. Setting each unit's share of the service charge (apportionment)
• New shares from a day that has not come were saved by mistake. Setting each unit's share of the service charge (apportionment)
• A schedule cannot be removed. Setting each unit's share of the service charge (apportionment)

Moving from another system

• Rows are refused at the dry run. Loading your portfolio from spreadsheets
• You loaded the wrong file. Loading your portfolio from spreadsheets
• A kind of file cannot be chosen. Loading your portfolio from spreadsheets
• Opening balances are wrong after loading. Loading your portfolio from spreadsheets
• A figure does not match. Checking your figures against the old system
• Properties with Discrepancies is not 0. Checking your figures against the old system
• You pressed Confirm Match too soon. Checking your figures against the old system
• This property never came from another system. Checking your figures against the old system
• "No opening balance is stated for … Reserve fund." Recording the outgoing agent's handover and opening position
• "Accounts Overdue". Recording the outgoing agent's handover and opening position
• "The opening position is approved as Final." Recording the outgoing agent's handover and opening position
• A figure differs from the final accounts. Recording the outgoing agent's handover and opening position
• The property never moved from another agent. Recording the outgoing agent's handover and opening position

Your buildings and your rules

• There is no Yes button. Answering the building questions so the right checks appear
• "Answers Conflict with Asset Register". Answering the building questions so the right checks appear
• A firm is greyed in Who maintains it…. Answering the building questions so the right checks appear
• You marked a check Not Needed by mistake. Answering the building questions so the right checks appear
• A check marked Not Needed is suggested again. Answering the building questions so the right checks appear
• This Year's Dates says "No visits set". Setting up the inspection schedule and checklists
• Save stays greyed. Setting up the inspection schedule and checklists
• A question has no Register Check. Setting up the inspection schedule and checklists
• The duty you want is not offered. Setting up the inspection schedule and checklists
• A question is asked at a property that does not have the feature. Setting up the inspection schedule and checklists
• "Days Overdue Before Escalation must be a whole number from 1 to 90. Nothing was saved." Choosing what gets escalated and chased automatically
• Nobody is told of an escalation. Choosing what gets escalated and chased automatically
• Save Changes stays greyed. Choosing what gets escalated and chased automatically

Every Day

• A kind of work is missing. Starting the day from My Work
• An item has no button on the right. Starting the day from My Work
• An item reads Unassigned. Starting the day from My Work
• My Team shows the whole organisation. Starting the day from My Work
• A count and a list disagree. Starting the day from My Work
• A page reads "Page didn't load". Starting the day from My Work

Finance

• Create Budget stays greyed with "The year end must fall after the year start." Setting next year's budget
• The new year is a part year. Setting next year's budget
• A line's figure cannot be typed over. Setting next year's budget
• "This property has no one current client to send the budget to." Setting next year's budget
• The landlord is empty. Setting next year's budget
• A line has no schedule. Setting next year's budget
• "Demand costs, or notify them in writing, within 18 months of being incurred." Setting next year's budget
• Approve Budget is greyed, with "Set the property's year end before approving this budget." Getting a budget approved
• Approve Budget is greyed, with "Choose the landlord for this budget before approving it". Getting a budget approved
• "A budget with no expenditure cannot be approved." Getting a budget approved
• You need to change an approved budget. Getting a budget approved
• Approve Budget is greyed, with "Set the property's year end before approving this budget." Issuing your service charge demands
• No Client Appointed on the budget. Issuing your service charge demands
• Create Demands is not offered, with "Apportionment incomplete". Issuing your service charge demands
• Issue is refused because the landlord has no registered address. Issuing your service charge demands
• Issue is refused because no address for service is set. Issuing your service charge demands
• A leaseholder is listed under Held Back. Issuing your service charge demands
• Issue 10 on This Page issued fewer than you expected. Issuing your service charge demands
• Issue Credit Note (or Cancel Demand) is greyed, and pointing at it says the money must be moved first. Correcting or cancelling a wrong demand
• The red Cancel Demand button stays grey. Correcting or cancelling a wrong demand
• Cancel Demand is refused: "This demand was emailed on … so the leaseholder has it and it has been served. A served demand stays on the record and cannot be cancelled. To correct it, issue a credit note on its page." Correcting or cancelling a wrong demand
• There is no Raise Replacement. Correcting or cancelling a wrong demand
• The credit note's letter is not in the Outbox. Correcting or cancelling a wrong demand
• Cancel Demand is refused because its letter is printed in a pack. Correcting or cancelling a wrong demand
• Delete Selected is not offered. Correcting or cancelling a wrong demand
• Delete is refused: "… is one of 3 demands raised by charge CH-0004, which go together." Correcting or cancelling a wrong demand
• There is no correction line on the budget. Correcting or cancelling a wrong demand
• Add Correction Line does nothing. Correcting or cancelling a wrong demand
• You need to reduce a year, not add to it. Correcting or cancelling a wrong demand
• "Works costing a unit more than £250 need a Section 20 consultation". Raising a one-off charge (an administration charge, a recharge or a shared cost)
• A charge to one flat asks for a Kind. Raising a one-off charge (an administration charge, a recharge or a shared cost)
• "No address for service of notices is configured." Raising a one-off charge (an administration charge, a recharge or a shared cost)
• "No registered address is held for [client]." Raising a one-off charge (an administration charge, a recharge or a shared cost)
• "No single client is appointed to [property] today." Raising a one-off charge (an administration charge, a recharge or a shared cost)
• An administration charge is refused on a Welsh building. Raising a one-off charge (an administration charge, a recharge or a shared cost)
• The schedule is refused. Raising a one-off charge (an administration charge, a recharge or a shared cost)
• A flat has no lease. Raising a one-off charge (an administration charge, a recharge or a shared cost)
• You issued it by mistake. Raising a one-off charge (an administration charge, a recharge or a shared cost)
• Save Notification stays grey. Recording that leaseholders were told about costs inside the 18 months (s.20B notice)
• The notice is listed as "Does Not Answer It". Recording that leaseholders were told about costs inside the 18 months (s.20B notice)
• You recorded it against the wrong demand or cost. Recording that leaseholders were told about costs inside the 18 months (s.20B notice)
• Add Notification is greyed. Recording that leaseholders were told about costs inside the 18 months (s.20B notice)
• After you record a notice, a demand on account shows Costs Incurred On. Recording that leaseholders were told about costs inside the 18 months (s.20B notice)
• You came from My Work. Recording money that has come in (matching receipts)
• The wrong leaseholder was matched. Recording money that has come in (matching receipts)
• Assign & Post stays greyed. Recording money that has come in (matching receipts)
• "This money arrived in … , not …'s account. Post it to …" Recording money that has come in (matching receipts)
• The suggestion is weak. Recording money that has come in (matching receipts)
• A payment is a parking bay fee. Recording money that has come in (matching receipts)
• A line is not a receipt at all, such as a duplicate the bank sent twice. Press Delete Recording money that has come in (matching receipts)
• "Nothing is held on account to repay." Refunding a leaseholder who is in credit
• "You recorded … refund bank details, so somebody else repays them". Refunding a leaseholder who is in credit
• Record Bank Details or Repay Credit is greyed with "Permission required". Refunding a leaseholder who is in credit
• "The account number can no longer be read. Record the details again before repaying." Refunding a leaseholder who is in credit
• You paid the wrong amount at the bank. Refunding a leaseholder who is in credit
• The difference will not go to nil. Reconciling the bank account
• Two lines will not pair. Reconciling the bank account
• The wrong statement was loaded. Reconciling the bank account
• A past period needs changing. Reconciling the bank account
• "No letter is ready to produce." Chasing someone who hasn't paid
• A letter is held back. Chasing someone who hasn't paid
• "missing [Org Address] (Organisation Details)". Chasing someone who hasn't paid
• The leaseholder agrees to pay by instalments, or the debt goes to solicitors. Chasing someone who hasn't paid
• A leaseholder has paid since the case opened. Chasing someone who hasn't paid
• A letter before action is chosen. Chasing someone who hasn't paid
• The leaseholder is a joint holding. Chasing someone who hasn't paid
• There is no Move to Payment Plan on the case file. Agreeing a payment plan
• Save Plan shows a sentence under each box. Agreeing a payment plan
• The date you want is not offered under Starts. Agreeing a payment plan
• The line under the form comes to less than Current Arrears. Agreeing a payment plan
• You moved the wrong case. Agreeing a payment plan
• The plan is renegotiated. Agreeing a payment plan
• The details read "••-••-00 · ••••1234". Recording a supplier's bank details, and checking a change
• Verify… is greyed: "You entered these". Recording a supplier's bank details, and checking a change
• Verify… is greyed: "Permission required". Recording a supplier's bank details, and checking a change
• "Asked by Email While a Payment Is Due." Recording a supplier's bank details, and checking a change
• "… already has new bank details waiting to be verified." Recording a supplier's bank details, and checking a change
• "A UK sort code is six digits …" or "A UK account number is eight digits …". Recording a supplier's bank details, and checking a change
• "The payments were not scheduled: … has no verified bank details." Paying a supplier's invoice
• Confirm Payment: "You entered the bank details in use for …". Paying a supplier's invoice
• "Not in a file: …" Paying a supplier's invoice
• Approve is greyed: "You put … on the ledger, so somebody else has to approve it." Paying a supplier's invoice
• Approve is greyed: "… does not say which fund pays it, so it could never be paid." Paying a supplier's invoice
• The row reads Will Not Pay. Paying a supplier's invoice
• "… is a reserve fund, spent only on what it was collected for." Paying a supplier's invoice
• "That fund belongs to a different property." Paying a supplier's invoice
• The row says Set Nominal. Paying a supplier's invoice
• "… is flagged: … Say why it is approved." Paying a supplier's invoice
• The remittance advice says "No email address and no postal address on the contractor record". Paying a supplier's invoice
• You dispute the invoice. Paying a supplier's invoice
• "Choose the property this fund belongs to." / "Give the fund a name." Setting up bank accounts and funds
• A bank account says "Differs by" an amount. Setting up bank accounts and funds
• "Not Reconciled Yet" beside an account. Setting up bank accounts and funds
• Two funds of the same kind on one property. Setting up bank accounts and funds
• A fund is no longer used. Setting up bank accounts and funds
• Moving money between funds. Setting up bank accounts and funds
• "Different properties". Moving money between a property's funds
• Post Transfer stays greyed with "Choose both funds and an amount first." Moving money between a property's funds
• The transfer was wrong. Moving money between a property's funds
• Ground rent cannot be moved to the service charge. Moving money between a property's funds
• Collect Fees stays greyed, with "No office fund exists. Create one before collecting fees." Charging your management fees
• A property is skipped in the dry run. Charging your management fees
• A client's fee has changed. Charging your management fees
• The landlord is not in the Landlord list. Paying ground rent over to the landlord
• The amount is less than you expected. Paying ground rent over to the landlord
• The statement went to the wrong person. Paying ground rent over to the landlord
• The match panel says Parking Income Account "Not chosen", and Match is greyed. Charging a fee for a parking bay
• "No open bay fee is owed this much or more." Charging a fee for a parking bay
• "No fees due up to …" Charging a fee for a parking bay
• Assign stays grey with "Not set: the holder, the date or the fee". Charging a fee for a parking bay
• There is no Assign Bay on the bay. Charging a fee for a parking bay
• A fee was recorded as paid by hand on the fee itself. Charging a fee for a parking bay
• A payment out is in the wrong year. Seeing what a reserve or ground rent fund holds, and what was paid out
• A reversed payment still shows. Seeing what a reserve or ground rent fund holds, and what was paid out
• A year stays Open after its year end. Seeing what a reserve or ground rent fund holds, and what was paid out
• "Choose a property under Scope, at the top of the page". Closing the year and sending it to the accountants (year end)
• "Surplus Treatment Not Recorded". Closing the year and sending it to the accountants (year end)
• "Supplier Payments With No Invoice" (Blocking). Closing the year and sending it to the accountants (year end)
• "Payments Differ from Invoices". Closing the year and sending it to the accountants (year end)
• Management fees read £0.00 though fees were taken. Closing the year and sending it to the accountants (year end)
• "Year-End Arrears". Closing the year and sending it to the accountants (year end)
• Settle Year is not ready. Closing the year and sending it to the accountants (year end)
• "Attach the signed accounts as a PDF." Closing the year and sending it to the accountants (year end)
• You uploaded the wrong file. Publishing the signed year-end accounts to leaseholders and directors
• Close Year asks for confirmation. Publishing the signed year-end accounts to leaseholders and directors
• Leaseholders say they were not told. Publishing the signed year-end accounts to leaseholders and directors
• "An account with code 2000 already exists. Codes are unique within the chart." Keeping your chart of accounts
• Add Account is greyed with "Permission required". Keeping your chart of accounts
• You want to rename an account. Keeping your chart of accounts

Buildings

• Create Ticket is greyed, with "A title and a property or supplier are needed." Logging a repair someone has reported (raising a ticket)
• The person who reported it is not found. Logging a repair someone has reported (raising a ticket)
• A reply on the ticket would reach no one. Logging a repair someone has reported (raising a ticket)
• The wrong property was chosen. Logging a repair someone has reported (raising a ticket)
• Edit Due Date is greyed, with "Pick a reason before the date can move." Keeping on top of open tickets and their due dates
• The repair is the leaseholder's own, not the building's. Keeping on top of open tickets and their due dates
• A colleague's name in the list reads "no patch". Keeping on top of open tickets and their due dates
• A ticket shown as Resolved is still in the Open view. Keeping on top of open tickets and their due dates
• The register says "1 with no date at all". Keeping on top of open tickets and their due dates
• The person is not in the Recipient list. Replying to a resident about their ticket, or adding an internal note
• A recipient says they cannot see your reply. Replying to a resident about their ticket, or adding an internal note
• Instruct Contractor will not tick, because the firm's insurance has lapsed. Instructing a contractor (raising a work order)
• Instruct Contractor will not tick, because the firm is suspended. Instructing a contractor (raising a work order)
• Create Work Order stays greyed. Instructing a contractor (raising a work order)
• The firm is marked "insurance expiring soon". Instructing a contractor (raising a work order)
• "Recorded only. [firm] has no Trade login, so contact them yourself." Instructing a contractor (raising a work order)
• "Recorded only. [firm] has never signed in to its Trade login, so contact them yourself." Instructing a contractor (raising a work order)
• A Section 20 warning appears under Value on a draft. Instructing a contractor (raising a work order)
• Instruct Contractor on a draft is refused: "Section 20 applies: one leaseholder's share of … is …, over £250.00. Link a consultation, record a dispensation or give an emergency reason." Instructing a contractor (raising a work order)
• The work order reads Awaiting Client Approval. Instructing a contractor (raising a work order)
• The new work order is already late. Instructing a contractor (raising a work order)
• The value is refused. Instructing a contractor (raising a work order)
• The work is finished and the ticket is still open. Seeing everything that happened with a repair, and what it cost
• A firm's invoice is not in the cost. Seeing everything that happened with a repair, and what it cost
• There is no cost, and the rows say "Also recorded: invoices — your role does not include access to those." Seeing everything that happened with a repair, and what it cost
• The story starts at the ticket, though the repair was found on an inspection. Seeing everything that happened with a repair, and what it cost
• Instruct Contractor is greyed with "Nothing can be instructed before it is approved". Getting quotes and choosing one
• "Section 20 applies: one leaseholder's share of … is …, over £250.00." Getting quotes and choosing one
• "… is over [client]'s … spending limit. Record the client's approval to instruct." Getting quotes and choosing one
• You approved the wrong quote. Getting quotes and choosing one
• You cannot change the figures on an approved quote. Getting quotes and choosing one
• A firm sent its price by email or phone. Getting quotes and choosing one
• A firm never sent a price, or the work is no longer wanted. Getting quotes and choosing one
• The price has lapsed. Getting quotes and choosing one
• Approve takes effect at once. Getting quotes and choosing one
• The firm is not on SynkroTech Trade. Chasing a contractor who is late
• The firm gives you a new date. Chasing a contractor who is late
• The firm cannot do the job. Chasing a contractor who is late
• Nobody in the office was told the job was late. Chasing a contractor who is late
• "Not sent: No mailbox is connected, so nothing can be emailed." Asking a contractor for an invoice they haven't sent (Auto-Chase)
• "Not sent: … has no email address on record." Asking a contractor for an invoice they haven't sent (Auto-Chase)
• "Letters cannot be printed and posted from here." Asking a contractor for an invoice they haven't sent (Auto-Chase)
• The invoice came in, but the reminders go on. Asking a contractor for an invoice they haven't sent (Auto-Chase)
• The firm answered by email or phone. Asking a contractor for an invoice they haven't sent (Auto-Chase)
• You want to stop everything on this property. Asking a contractor for an invoice they haven't sent (Auto-Chase)
• The job finished early, or the firm was replaced. Letting a contractor into the building (access details, keys and fobs)
• A firm says they cannot see the code. Letting a contractor into the building (access details, keys and fobs)
• Show reveals a dash. Letting a contractor into the building (access details, keys and fobs)
• You need to know what changed on an access point. Letting a contractor into the building (access details, keys and fobs)
• "No visit is booked on this schedule, so there is no attendance to record." Setting up planned maintenance (servicing schedules)
• Complete Visit stays grey. Setting up planned maintenance (servicing schedules)
• The firm you want is not offered. Setting up planned maintenance (servicing schedules)
• The firm is not on SynkroTech Trade. Setting up planned maintenance (servicing schedules)
• The service is no longer needed. Setting up planned maintenance (servicing schedules)
• "20 would make the consultation defective". Running a Section 20 consultation for major works
• Create Notice stays grey. Running a Section 20 consultation for major works
• The notice is wrong, and no copy has gone. Running a Section 20 consultation for major works
• The next stage cannot be served. Running a Section 20 consultation for major works
• Close Observation Period is refused. Running a Section 20 consultation for major works
• A leaseholder has no usable address. Running a Section 20 consultation for major works
• The tribunal gave dispensation. Running a Section 20 consultation for major works
• The estimate changes. Running a Section 20 consultation for major works
• Raise Contributions is greyed. Running a Section 20 consultation for major works
• The contributions were raised from Raise a Charge instead. Running a Section 20 consultation for major works
• You raise them a second time. Running a Section 20 consultation for major works
• "A past date records lapsed cover and does not release work." Adding a contractor to your approved list
• The panel says "Cover expiring — chase the renewal certificate now". Adding a contractor to your approved list
• A firm should not get any more work. Adding a contractor to your approved list
• The firm wants to receive jobs in an app. Adding a contractor to your approved list
• The link has run out, or was used by someone else. Inviting a contractor onto SynkroTech Trade
• "[firm] has already been invited and has not answered yet." Inviting a contractor onto SynkroTech Trade
• The email address is wrong. Inviting a contractor onto SynkroTech Trade
• A suspended firm cannot be invited. Inviting a contractor onto SynkroTech Trade
• The firm will not use SynkroTech Trade. Inviting a contractor onto SynkroTech Trade
• No email arrives. A contractor's first sign-in to SynkroTech Trade
• "This link has expired or is not recognised." A contractor's first sign-in to SynkroTech Trade
• "This link has been used." A contractor's first sign-in to SynkroTech Trade
• "That code did not match." A contractor's first sign-in to SynkroTech Trade
• "Not Approved". A contractor's first sign-in to SynkroTech Trade
• "Too many sign-ups from here." A contractor's first sign-in to SynkroTech Trade
• Jobs is empty. A contractor's first sign-in to SynkroTech Trade
• The VAT reads £0.00, and the firm is VAT registered. A contractor's first sign-in to SynkroTech Trade
• "The invoice must be a PDF, or a PNG or JPEG scan." A contractor's first sign-in to SynkroTech Trade
• There is no Request Date. A contractor's first sign-in to SynkroTech Trade
• There is no Send Invoice. A contractor's first sign-in to SynkroTech Trade
• The checks read No Record, due now. Recording an asset (plant) and its servicing
• The asset shows No Service Date. Recording an asset (plant) and its servicing
• You have many assets to add. Recording an asset (plant) and its servicing
• The plant is broken. Recording an asset (plant) and its servicing

Compliance

• Due Soon on the register is fewer than before. Seeing what is overdue across every building
• The counts differ between screens. Seeing what is overdue across every building
• A duty reads Unassigned. Seeing what is overdue across every building
• A check you know was done shows as overdue. Seeing what is overdue across every building
• A duty does not apply to the building. Seeing what is overdue across every building
• You want only your own buildings. Seeing what is overdue across every building
• "Certificate required. Upload it, or choose a document already filed." Recording that a check was done (filing a certificate)
• The check issues no certificate. Recording that a check was done (filing a certificate)
• "That document is filed on another property." Recording that a check was done (filing a certificate)
• "The completed date cannot be in the future." Recording that a check was done (filing a certificate)
• You uploaded the certificate on the property's documents but the duty is still overdue. Recording that a check was done (filing a certificate)
• The contractor attended but the certificate has not arrived. Recording that a check was done (filing a certificate)
• Upload Certificate is refused: "nothing records the engineer attending". Recording that a check was done (filing a certificate)
• The certificate shows the work failed. Recording that a check was done (filing a certificate)
• Done from the duties board, or from a combined certificate. Recording that a check was done (filing a certificate)
• The duty still shows as overdue after booking. Booking a contractor's visit for a duty
• The duty's Firm reads Unassigned. Booking a contractor's visit for a duty
• "WO-… is with [firm]. Book it with that firm, or move or cancel the work order first." Booking a contractor's visit for a duty
• The firm is not in the list. Booking a contractor's visit for a duty
• The date moves. Booking a contractor's visit for a duty
• A row reads No File. Keeping documents and certificates in one place
• A document was filed against the wrong property. Keeping documents and certificates in one place
• A document should no longer be used. Keeping documents and certificates in one place
• The certificate is filed but the duty is still overdue. Keeping documents and certificates in one place
• The figures disagree. Keeping documents and certificates in one place
• The building does not need the duty. Adding or removing a duty from a property's register
• The duty applies but will not be done this time. Adding or removing a duty from a property's register
• A duty you removed is suggested again. Adding or removing a duty from a property's register
• A duty's name says one frequency and its interval another. Adding or removing a duty from a property's register
• You searched the register and nothing changed. Adding or removing a duty from a property's register
• You waived the wrong duty, or circumstances change. Waiving a duty that does not apply
• Waive is not offered. Waiving a duty that does not apply
• A short reason such as "n/a" is accepted. Waiving a duty that does not apply
• The duty was raised against the wrong building. Waiving a duty that does not apply
• The duty does not apply. Following up an overdue duty that has been escalated to you
• The duty is done but still shows. Following up an overdue duty that has been escalated to you
• You are told about too many things, or too late. Following up an overdue duty that has been escalated to you
• Mark All Read Following up an overdue duty that has been escalated to you
• "The sum insured is below the latest reinstatement valuation". Keeping buildings insurance in force
• A policy reads Lapsed. Keeping buildings insurance in force
• A property is named as having no buildings cover in force. Keeping buildings insurance in force
• A claim is made. Keeping buildings insurance in force
• You recorded a policy by mistake. Keeping buildings insurance in force
• A building is in "Height Not Recorded". Managing fire safety for a building (heights, duty-holders, fire duties)
• "Annual issue to all residents overdue." Managing fire safety for a building (heights, duty-holders, fire duties)
• You recorded an entry wrongly. Managing fire safety for a building (heights, duty-holders, fire duties)
• A Building Safety Act role is not offered. Managing fire safety for a building (heights, duty-holders, fire duties)
• A fire duty reads Not Needed. Managing fire safety for a building (heights, duty-holders, fire duties)
• The responsible person changes. Managing fire safety for a building (heights, duty-holders, fire duties)
• A building's demands carry the wrong country's form. Finding the exact statutory wording for a notice
• A leaseholder says their demand had no summary of rights. Finding the exact statutory wording for a notice
• You need the wording for another notice. Finding the exact statutory wording for a notice

Inspections

• Start stays grey. Booking or starting a building inspection
• A colleague is not offered under Carried Out By. Booking or starting a building inspection
• An inspection you remember is not on the list. Booking or starting a building inspection
• A question is marked Required and you cannot answer it. Doing the inspection: answering the checklist, recording findings and photos
• Your answer has gone. Doing the inspection: answering the checklist, recording findings and photos
• A photograph shows "Opening…". Doing the inspection: answering the checklist, recording findings and photos
• You are not sure what a question means. Doing the inspection: answering the checklist, recording findings and photos
• You raised the ticket against the wrong finding. Raising a repair from something found on an inspection
• The repair is already on an open ticket. Raising a repair from something found on an inspection
• Sign Off stays grey and the page says "Signing is closed". Signing off an inspection
• Sign Off stays grey with everything answered. Signing off an inspection
• "Earlier tickets not looked at" is shown. Signing off an inspection
• A finding has no ticket. Signing off an inspection
• You need to change an answer after sign-off. Signing off an inspection
• Every property reads "Not scheduled". Seeing this year's inspection visits and what is due
• A visit was done but still reads Overdue. Seeing this year's inspection visits and what is due
• The report is not listed. Producing an inspection report for the client
• The report shows an answer that has since been corrected. Producing an inspection report for the client
• "No visits planned". Looking at inspection trends
• "No findings". Looking at inspection trends

People

• The search finds nobody. Finding a leaseholder and their account
• One record names two people, Finding a leaseholder and their account
• The record says "No postal address" or "nothing to post a demand to". Finding a leaseholder and their account
• The caller is not the leaseholder. Finding a leaseholder and their account
• The statement goes by post, not email. Sending a leaseholder their statement
• The statement says "Money on Account Not Applied". Sending a leaseholder their statement
• The leaseholder disputes a figure. Sending a leaseholder their statement
• Emails wait in Queued. Sending a leaseholder their statement
• The record says "No address on file. A demand cannot be posted." Setting where a leaseholder's post goes
• The leaseholder is marked Not Living There. Setting where a leaseholder's post goes
• A demand failed with "Trace an address rather than emailing them against a choice they recorded". Setting where a leaseholder's post goes
• The Outbox lists them under "Leaseholders Without a Usable Address". Setting where a leaseholder's post goes
• The Outbox says "No delivery preference recorded". Setting where a leaseholder's post goes
• There is no Delivery on the card. Setting where a leaseholder's post goes
• Delivery says "this is overriding them". Setting where a leaseholder's post goes
• There is no Edit under Correspondence Address. Setting where a leaseholder's post goes
• You were asked to set an address. Setting where a leaseholder's post goes
• After Save, the top of the record still says there is no address. Setting where a leaseholder's post goes
• Record Tenancy stays greyed. Recording residents and tenancies
• The person is not offered under Resident. Recording residents and tenancies
• "Nothing on the register matches" the unit you typed. Recording residents and tenancies
• Someone has moved out but still shows as Current. Recording residents and tenancies
• Record Change stays grey. Recording a sale or other change of owner
• The leaseholder's name was typed wrongly, with no change of owner. Recording a sale or other change of owner
• The buyer needs a portal login. Recording a sale or other change of owner
• The person is not found. Answering a message from a resident or leaseholder
• They say they did not see your reply. Answering a message from a resident or leaseholder
• You wrote a note in the reply box by mistake. Answering a message from a resident or leaseholder
• Save Call is greyed. Logging a phone call
• "Microsoft permission required." Logging a phone call
• You logged the call against the wrong property. Logging a phone call
• Review is greyed. Writing to everyone in a building (group email)
• Someone is "held back". Writing to everyone in a building (group email)
• "Fewer than 14 clear days: members of a company must have 14 clear days' notice of a general meeting, unless they agree to short notice. Send anyway?" Writing to everyone in a building (group email)
• Held back on [Meeting Date]: "No meeting is chosen for this email. Choose it under Meeting." Writing to everyone in a building (group email)
• "Queued, not sent — no campaign provider is connected." Writing to everyone in a building (group email)
• Some leaseholders are "not sent this email". Writing to everyone in a building (group email)
• You queued it by mistake. Writing to everyone in a building (group email)
• "… cannot go in a group email … Demands and notices are served through the Outbox, which keeps each person's served copy." Writing to everyone in a building (group email)
• "… is not a file a group email can carry." Writing to everyone in a building (group email)
• "The attachments come to … at most 10 MB in total." Writing to everyone in a building (group email)
• Everyone stays at Sent and nothing reads Delivered. Writing to everyone in a building (group email)
• Retry Anyway still fails. Writing to everyone in a building (group email)
• The leaseholder's record has no Edit under Correspondence Address. Checking what letters and emails went out, and to whom
• A retried letter is not in Today's Post. Checking what letters and emails went out, and to whom
• Emails sit in Queued. Checking what letters and emails went out, and to whom
• "This leaseholder has asked to be written to by post, and no correspondence address is held." Checking what letters and emails went out, and to whom
• "The receiving mail server refused the address permanently." Checking what letters and emails went out, and to whom
• Letters are listed but nobody posted them. Checking what letters and emails went out, and to whom
• You cannot tell whether a demand reached someone. Checking what letters and emails went out, and to whom
• A letter has said "Sent to Intelliprint" for days. Checking what letters and emails went out, and to whom
• A delivery says "No delivery preference recorded". Checking what letters and emails went out, and to whom
• There is no Invite under New Mailing. Checking what letters and emails went out, and to whom
• Who says "No issued demands yet." Checking what letters and emails went out, and to whom
• Continue on Who stays grey. Checking what letters and emails went out, and to whom
• There is a mistake in a notice. Posting a notice for a building
• A notice went to the wrong building. Posting a notice for a building
• Cancel Notice and Edit Notice are greyed. Posting a notice for a building
• "The letter could not be made", or "No web address is set for the resident portal on this system". Giving a leaseholder, resident or director a portal login
• "No mail provider is connected, so nothing was emailed." Giving a leaseholder, resident or director a portal login
• The person is not offered. Giving a leaseholder, resident or director a portal login
• They lost the letter, or the link expired. Giving a leaseholder, resident or director a portal login
• Grant Access is not offered. Giving a leaseholder, resident or director a portal login
• Contractor is not in the Access Type list. Giving a leaseholder, resident or director a portal login
• "That email address and code do not match an invitation, or the code has expired or been used." Helping someone sign in to their portal for the first time
• Set Password stays greyed. Helping someone sign in to their portal for the first time
• They signed in before and have forgotten the password. Helping someone sign in to their portal for the first time
• "The letter could not be made" when you print it. Helping someone sign in to their portal for the first time
• The button is not there. Seeing a portal exactly as a leaseholder, resident or director sees it
• For a director, the button is greyed. Seeing a portal exactly as a leaseholder, resident or director sees it
• The portal closed in the middle. Seeing a portal exactly as a leaseholder, resident or director sees it
• You need to change something you saw. Seeing a portal exactly as a leaseholder, resident or director sees it
• A letter you sent is not under Letters and Emails. Talking a leaseholder through their portal
• "No Documents Published Yet". Talking a leaseholder through their portal
• A tab says On Request where you expected a list. Talking a leaseholder through their portal
• A leaseholder asks when a check was last done. Talking a leaseholder through their portal
• A paper you filed for residents is not under Building Safety. Talking a leaseholder through their portal
• They have lost the phone with their authenticator. Talking a leaseholder through their portal
• Their tenant cannot see the account. Talking a leaseholder through their portal
• You revoked the wrong person. Removing or resetting someone's portal access
• "That password could not be reset." Removing or resetting someone's portal access
• They have lost the phone that gives their sign-in code. Removing or resetting someone's portal access
• The row reads Lapsed. Removing or resetting someone's portal access
• Add Appointment is greyed. Setting up a concierge desk for a building
• "That end date is before the start date." Setting up a concierge desk for a building
• The concierge is not offered under Person. Setting up a concierge desk for a building
• Create Desk Login… is not on the row. Setting up a concierge desk for a building
• "No sign-in address is set for the Concierge Desk." Setting up a concierge desk for a building
• "No web address is set … so an invitation letter could not say where to sign in and none was produced." Setting up a concierge desk for a building
• A colleague cannot see the channel. Talking to colleagues in team channels
• Someone left who should not read it any more. Talking to colleagues in team channels
• The channel is no longer needed. Talking to colleagues in team channels
• "imap.hardingvale.invalid could not be found. Check the spelling of the incoming (IMAP) server." Connecting your mailbox
• The password is refused. Connecting your mailbox
• Only Other (IMAP) is offered. Connecting your mailbox

Clients

• The property is not offered, or the appointment is refused. Adding a client and appointing yourselves to their property
• A budget cannot be approved for the property. Adding a client and appointing yourselves to their property
• The client's details were wrong. Adding a client and appointing yourselves to their property
• The appointment date was wrong. Adding a client and appointing yourselves to their property
• "Articles not reviewed … No AGM is counted for these, though one may be due." Running the residents' company: filings, AGMs, directors and members
• A director appointment shows Overdue. Running the residents' company: filings, AGMs, directors and members
• "Name is required." Running the residents' company: filings, AGMs, directors and members
• A deadline is wrong. Running the residents' company: filings, AGMs, directors and members
• "No accounts published yet." Showing directors how their building is doing
• A check shows Overdue that was done. Showing directors how their building is doing
• A card is missing, and On Request lists it. Showing directors how their building is doing
• Sign In as Director is not on the property. Showing directors how their building is doing
• Reports is not on the menu. Seeing how the whole portfolio is doing
• A figure looks too low. Seeing how the whole portfolio is doing
• A colleague reads "no patch". Seeing how the whole portfolio is doing
• A reply time looks long. Seeing how the whole portfolio is doing
• Invoices sit under Unassigned. Seeing how the whole portfolio is doing
• Receipts and bank lines are not given to anyone. Seeing how the whole portfolio is doing
• You need the figures for a board or client. Seeing how the whole portfolio is doing
• You marked one complete by mistake. Logging what a client has asked you to do
• Add Request and Complete are greyed. Logging what a client has asked you to do
• The date was wrong, or the client changed their mind. Handing a property back when you stop managing it
• End Service… is greyed. Handing a property back when you stop managing it
• You need to hand the outgoing records over. Handing a property back when you stop managing it

Changing how SynkroTech works for you

• A letter is held back. Changing a letter or email template
• You changed the wrong letter. Changing a letter or email template
• You need a letter that is not listed. Changing a letter or email template
• A screen does not offer your template. Changing a letter or email template
• A picker says "Not filled here". Changing a letter or email template
• You want a shorter period than offered. Setting how long personal data is kept
• You chose the wrong period. Setting how long personal data is kept
• The export has fewer rows than you expected. Exporting a register to a spreadsheet
• There is no Export on a page. Exporting a register to a spreadsheet
• It reads "No Plan Set" or "Not Set". Seeing what your plan includes and how much you have used
• A figure looks wrong. Seeing what your plan includes and how much you have used

People and access

• You ended the wrong person's access. Removing a colleague's access or moving their work to someone else
• Reassign is greyed. Removing a colleague's access or moving their work to someone else
• You cannot revoke the last administrator. Removing a colleague's access or moving their work to someone else
• Delete is refused. Removing a colleague's access or moving their work to someone else
• A colleague's laptop or phone is lost. Setting how colleagues sign in, and how long a session lasts
• Recent Sign-In Activity shows failed sign-ins or a new device you do not recognise. Setting how colleagues sign in, and how long a session lasts
• An invitation link has expired. Setting how colleagues sign in, and how long a session lasts
• "No Address Set". Putting the sign-in addresses and posters in front of people
• Copy Link and Print Poster are greyed. Putting the sign-in addresses and posters in front of people
• A decision you expected is missing. Finding out who did what (the Decision Record)
• You need to correct a decision. Finding out who did what (the Decision Record)

Getting help

• SynkroTech needs to look at your records to answer. Asking SynkroTech for help
• You cannot find an earlier request. Asking SynkroTech for help
• Support says they still cannot see what they need. Letting SynkroTech support look at your account
• You granted too long or too much. Letting SynkroTech support look at your account
• You want to know what they looked at. Letting SynkroTech support look at your account

For SynkroTech's staff