Troubleshooting
When something doesn't work: every message MoveBoard shows and what to do.
19 guides
- Every message MoveBoard can showThe messages MoveBoard shows when it can't do something — grouped by area, each with why it happens and what to do, with a link to the full article. 10 min read
- I can't sign inWork through why MoveBoard won't let you in — a wrong company ID or password, a session open elsewhere, your company's sign-in limit, a closed company, or a crew login at the office door. 2 min read
- A menu item or button is missingWhy someone can't see a menu item, a tab or a button — permissions, the branch they're in, the plan, or a setting — and how an admin fixes it. 2 min read
- I can't change a field on the orderWhy a field or card on an order is greyed or refuses a change — the job has started, the contract is signed, it's completed, it's archived, a permission, or someone else is in it — and where to make the change instead. 2 min read
- A text didn't go outFind why a text to a customer didn't send or arrive — texting off, registration, the balance, STOP, a number that can't take texts, switched off for the customer, quiet hours — and fix it. 3 min read
- An email didn't arriveFind why a customer didn't get an email — it was never sent, the mailbox needs connecting again, the template is off, they unsubscribed, a wrong address, a bounce or the spam folder. 2 min read
- Card declined or can't be savedWhat to do when a card is declined, the card processor doesn't answer, a card can't be saved or is no longer on file, or a card payment can't be deleted. 2 min read
- The crew can't go En RouteWhy the foreman's phone won't move a job to En Route — the ETA text must go first — and what to do with no signal, no location, no arrival message set up, or a customer who can't get texts. 2 min read
- The bill of lading won't submit or can't be changedWhy the crew's bill of lading won't submit — missing signatures, signatures out of order, no signal — and why a submitted bill or a signed time can't be changed, with the way to fix each. 2 min read
- Can't put a job on a truckWhy a truck or crew won't go on a job — the truck is busy, the overlap rules, the truck is off the road, it's too small, or the job is only reserved — and what to do. 3 min read
- The price looks wrongWork out why a quote is higher or lower than you expected — typed values in red, the calendar's price level, minimums, travel time, the size of the move, a sold quote that no longer follows your settings — and check it with the test calculator. 2 min read
- The customer's link doesn't workWhen a customer says their link won't open, has expired, shows the wrong page or won't let them book — the reasons and how to send them a working one. 2 min read
- The website form isn't sending leadsWhy quotes from your website aren't reaching MoveBoard — the forms aren't installed, the wrong company code, a robot check or spam trap, the quote limit, or a closed company — and how to test your site. 2 min read
- The AI receptionist isn't answeringWhy the AI receptionist isn't picking up — switched off, the balance ran out, no number yet, not connected, calls not reaching its number, outside hours or a caller over the repeat limit — and how to fix each. 2 min read
- "Please refresh" and "Sign in again"What the update card, the "please refresh to save this" message, the save time-out and the signed-out card mean — and how to carry on without losing what you typed. 2 min read
- Import problemsFix the messages you get when importing orders from a file — the file can't be read, columns not matched, rows with problems, rows that failed — and when importing an inventory spreadsheet. 3 min read
- Storage billing didn't runWhen a storage tenant wasn't billed or charged — a missed billing day, a declined card, billing paused or never started, no card on file — where it shows and how to put it right. 2 min read
- "Selected … are from multiple branches"Why some bulk actions are greyed when you tick business accounts or storage tenants from more than one branch, and how to do them branch by branch. 1 min read
- Report numbers don't matchWhy two reports, a report and a dashboard, or a report and your bank don't agree — the dates each counts by, archived orders, what you're allowed to see, filters, quoted versus closing amounts, and when the figures were worked out. 2 min read
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.