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How do I troubleshoot common issues?
How do I troubleshoot common issues?
Learn what to do when you have issues with browsers, page loading, user permissions, and QuickBooks
Travis Brown avatar
Written by Travis Brown
Updated over a week ago

Here are some common issues we hear from our customers that can typically be solved with a quick fix:

Browser Support

"Shopmonkey is not showing up at all, or certain features are not appearing or working as expected"

95% of the time, this is related to using Shopmonkey with an unsupported browser. For example, if you are using Microsoft Internet Explorer or Edge browsers, you may experience some of these types of issues. This is quickly resolved by using the most recent stable version of a supported browser, such as Google Chrome, Firefox, or Safari.

If this does not seem to fix your issue, please chat us so we can help!

Reload Shopmonkey Page

"My shop's information is slightly out of date, or the page is not loading properly"

Give your browser page a refresh. These issues can sometimes be caused by the browser ceasing to load real-time information, or if old info is cached for your current web session. Refreshing your page will ensure you are always looking at the latest-and-greatest shop info, and are also using the most up-to-date version of Shopmonkey.

Checking User Permissons

"I no longer have access to a certain page, or I can't edit an order"

If you are a technician, then you likely have specific permissions set by your admin to help you focus on your primary tasks.

If you are a service writer, you may have reduced permissions than that of your primary admin, meaning you may not have access to all pages and settings.

Always check with your primary Shopmonkey admin first to better understand your current permissions.

QuickBooks Integration Settings

"I can't send an invoice to QuickBooks"

The most common issues for QuickBooks sync problems:

  1. Your QuickBooks account credentials need to be reauthorized as they have expired. This is quickly resolved by re-entering your account credentials on the Settings > QuickBooks page,  re-linking back to Shopmonkey.

  2. Your QuickBooks fields are not mapped to Shopmonkey. Check the field mappings on the Settings > QuickBooks page to see if there are any unmapped fields.

  3. Your QuickBooks customer is not linked to your Shopmonkey customer. You can check this on the Customer > QuickBooks page to see if the customer link is present or missing.

Still have questions? Feel free to reach out to us through the Chat Icon in the bottom right corner of your screen. Thanks for reading!

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