Troubleshooting
Every message MoveBoard can show
The 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
- Checked against MoveBoard
- For owners & admins, sales, dispatchers, foremen, movers
On this page
When MoveBoard can't do something, it says why in plain words. Find the message below (press Ctrl+F or ⌘+F and type a few of its words). An "…" stands for a name, number or date that changes.
Signing in and sessions
| Message | Why | What to do |
|---|---|---|
| Wrong company ID, email or password. | One of the three doesn't match. | Check the company ID first. See I can't sign in. |
| Enter your email and password. | A box is empty. | Fill in both. |
| Too many attempts. Please wait a while and try again. | Several wrong tries in a row. | Wait a while, then try again. |
| User already has an active session. | You're signed in on another computer. | Press Continue to sign the other one out. |
| You have reached the maximum number of concurrent sessions. | Your company's sign-in limit is reached. | Someone must log out first. |
| You were signed out — You signed in on another computer, so we signed you out here. | You signed in somewhere else. | Type your password to carry on; your open windows stay. |
| Your session timed out — For your security we signed you out. | A long time without use. | Type your password; your screen is kept. |
| Company '…' (ID: …) was deactivated. | The company's account is closed. | Contact Elromco. |
| Hi … You have no permissions. | Your user has no position or permissions. | Ask your admin to set your positions. |
Permissions and access
| Message | Why | What to do |
|---|---|---|
| You do not have permission to do that. | A permission you don't have. | Ask your admin. See A menu item or button is missing. |
| You do not have access to this order. / this account. | The order isn't yours to see, or is in another branch. | Ask the order's sales person or your admin. |
| Only your company's admin can see everyone's tickets. | Support tickets are private. | Ask your admin. |
| Only an administrator can search archived orders. | Archived orders are admin-only. | Ask an admin. |
Locked orders and status
| Message | Why | What to do |
|---|---|---|
| This job has already started, so its quote is locked. Make the changes in the closing. | The customer's first bill-of-lading signature locks sales. | Switch to the closing side. See I can't change a field. |
| This job has started, so sales can no longer change its addresses. Switch to the closing side to edit them. (or trucks) | Same. | Same. |
| The contract is signed, so sales are locked. Nothing on the sales side can be changed now. | Same. | Same. |
| The contract is signed, so the schedule is locked. Dates, trucks and arrival windows have to be changed before the contract is signed. | The schedule locks with the job. | Change the truck on the Dispatch board. |
| This job is completed — reopen it to make changes. | Completed jobs are read-only. | Completed ✓ → Reopen order. |
| This job is completed, so its status can't be changed. Reopen the job first (Completed ✓ → Reopen order). | Same. | Same. |
| A postponed order can only be cancelled, reserved again, or archived by an administrator. | Postponed orders are protected. | Ask an admin. |
| Order ID=… cannot be accessed because it has been deleted/archived earlier or by another user session. | Someone archived or deleted it. | Search for it, or ask an admin. |
Dispatch and trucks
| Message | Why | What to do |
|---|---|---|
| Sorry, the current truck is already scheduled for this time | Another booked job holds the truck then. | Pick another truck or time. See Can't put a job on a truck. |
| Your job is in a reserved status. You cannot assign a crew until your job has been booked. | Crews go on booked jobs only. | Book the job first. |
| Please select foreman / Please select truck | The crew needs a foreman and a truck. | Choose them. |
| Please select the correct number of trucks for this order. | The truck count doesn't match the order. | Change the trucks or the order's truck count. |
| This move's CuFt is larger than the amount of CuFt allotted for this truck. Please either select an alternate truck or change the truck count. | The move doesn't fit. | Bigger truck or more trucks. |
| A truck cannot be held for more than 14 days. | Truck holds are short. | Hold it in parts. |
| Truck Return Time must be after Truck Leave Time | The times are the wrong way round. | Fix the times. |
The crew's phone
| Message | Why | What to do |
|---|---|---|
| Send the customer the ETA text first. The job can't go En Route until it has gone out. | The customer must be told first. | Send the ETA. See The crew can't go En Route. |
| Current location is not detected. Please make sure that you have enabled location services on your device. | The phone's location is off. | Turn it on, or type the minutes. |
| The customer signed this start time, so it can't be changed. … (or end time) | Signed times are kept. | A manager deletes the signature first. |
| The bill of lading was submitted, so it can't be changed. | Submitted bills are frozen. | The office reopens the job. See The bill of lading won't submit. |
| Only the job's foreman, or somebody allowed to edit bills of lading, may change it. | Not your job's bill. | Ask the foreman. |
| The contract was submitted, so time off can't be changed. | Breaks are part of the bill. | Ask the office. |
| Your company does not take time-off requests in the app. Please call the office. | Switched off for your company. | Call the office. |
| Your Mover's Portal has been updated. Please click on refresh button to see the new updates. | A new version is out. | Press refresh. |
Payments and cards
| Message | Why | What to do |
|---|---|---|
| This card was declined by the bank — please use another card. | The bank refused. | Another card. See Card declined or can't be saved. |
| We couldn't reach the bank to check this card, so it was not saved. Please try again. | No answer from the bank. | Try again. |
| That card is no longer on file. | The card was removed. | Add the card again. |
| A card payment charged through MoveBoard can never be deleted. Refund it, void it, or transfer it to another order. | Card payments stay on record. | Refund, void or transfer. |
| A refund cannot be deleted on its own. · A voided payment cannot be deleted. · A voided payment cannot be transferred. | Records are kept whole. | Leave it; record a new payment if needed. |
| A storage payment belongs to the storage account and cannot be moved to an order. | Storage money stays on storage. | — |
Texts and emails
| Message | Why | What to do |
|---|---|---|
| Not sent: this customer cannot be texted right now. | Texts are switched off for them or the order. | See A text didn't go out. |
| Not sent: this customer opted out of texts (they replied STOP). | They replied STOP. | Only they can opt back in (START). |
| Not sent: this customer's number can't receive texts. | Impossible or rejected number. | Fix the number. |
| Not sent: this customer has no phone number on the order. / no email address | Missing contact. | Add it to the Customer card. |
| Not sent: email is not set up for this branch. | No company mailbox. | Set up email. See An email didn't arrive. |
| Not sent: the configured message is no longer active. | Its template is switched off. | Switch the template on. |
Prices and settings
| Message | Why | What to do |
|---|---|---|
| Can't include travel time in minimum when minimum hours is set to None | Nothing to include it in. | Set minimum hours first. |
| In order to use the mileage tariff method, you must have an active mileage tariff that is compatible with the specific move type you are working with | No active tariff. | Switch a tariff to Is Active. |
| Distance(from) cannot be bigger than distance(to) | A range is backwards. | Swap the numbers. |
| A percentage cannot be more than 100. · A range cannot end before it starts. | A value is out of range. | Fix it. |
| Room with this name already exists | Names must be unique. | Pick another name. |
Saving and updates
| Message | Why | What to do |
|---|---|---|
| MoveBoard was updated — please refresh to save this. What you typed is still here. | The page is older than the new version. | See Please refresh and Sign in again. |
| The save is taking too long and was stopped waiting. Check the order's history before saving again: it may have gone through. | The save didn't answer in time. | Check the Order Log before saving again. |
| Someone else saved this trip a moment ago. Close it and open it again to see their changes. | Two people had the trip open. | Reopen it. |
Customers, forms and links
| Message | Why | What to do |
|---|---|---|
| This order has been cancelled. Please contact your moving specialist. | The customer tried to book a cancelled order. | Reopen the order and resend the link. See The customer's link doesn't work. |
| This order is already booked. | Booked twice. | Nothing — it's booked. |
| This document is already signed. · Your bill of lading is already signed. | Already done. | Nothing to do. |
| That document link is not valid. Please contact your moving company for a new one. (also claim, storage and invoice links) | Wrong or old link. | Send a new link. |
| Please confirm you are not a robot and send the form again. | The website form's robot check failed. | See The website form isn't sending leads. |
| This company is no longer taking requests online. | The company's forms are switched off. | Contact Elromco. |
Imports and lists
| Message | Why | What to do |
|---|---|---|
| … cannot be empty · Invalid email format · Invalid date/time format. … | A cell in the import file is wrong. | Fix it in the Validate Data step. See Import problems. |
| Add a room first, then import the sheet into it. | Inventory sheets go into a room. | Add a room. |
| Certain actions can’t be completed. The selected accounts are from multiple branches. (or storages) | A mass action spans branches. | See "Selected … are from multiple branches". |
Anything else
Invalid request. or Unknown action. means MoveBoard got something it didn't expect — usually a page left open through an update. Refresh the page and try again. If it keeps happening, contact support from Help with what you pressed.
Related guides
- TroubleshootingI 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.
- TroubleshootingI 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.
- TroubleshootingA 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.
- TroubleshootingCard 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.
- Troubleshooting"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.
- TroubleshootingCan'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.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.