Troubleshooting common issues

Quick fixes for the most common problems operators run into.

Login problems

I can't log in — my password isn't working. Use the "Forgot password" link on the sign-in page. Avro will email you a password reset link. Check your spam folder if it doesn't arrive within a minute or two.

I never received my invite email. Ask the account Owner or Admin to resend the invite from Settings > Team. Also check your spam or junk folder — invite emails sometimes end up there.

I keep getting logged out. Avro sessions expire after a period of inactivity for security. If you're being logged out frequently, make sure you're not using a private/incognito browser window, which discards session cookies when closed.

My team member accepted the invite but can't see any jobs. Check their role in Settings > Team. Technicians can only see jobs assigned directly to them. If they need broader access, change their role to Admin.

Missing or incorrect data

A client or job I created has disappeared. This is almost always a filter issue. Check the top of the clients or jobs list for any active filters (status filter, date range, search term). Clear the filters and the record should reappear.

My Google Calendar events didn't import. First check that the connection is healthy at Settings > Connectors. If the status shows an error, try disconnecting and reconnecting. Events that didn't match a client will be in the Unmatched section — go to Settings > Connectors > Unmatched to review them.

An invoice shows as "Overdue" but the customer has paid. The invoice is still showing an unpaid status because the payment hasn't been recorded in Avro. If the customer paid by card via the Stripe "Pay Now" link, the payment should have been recorded automatically — check the payment history on the invoice detail page. If it's missing, the Stripe webhook may have failed (see Payment issues below). If they paid by bank transfer or cash, record the payment manually: open the invoice > "Record payment".

A job is missing from the calendar but is in the jobs list. Check the calendar date range — you may be looking at a different week/month to when the job is scheduled. Also check whether any calendar filters are active in the toolbar.

Payment issues

A customer says they paid but the invoice still shows as unpaid.

1. Check the invoice detail page for a payment entry in the payment history section.
2. If no payment is recorded, ask the customer to confirm the payment went through in their bank app.
3. If Stripe charged them but Avro didn't update, contact support with the Stripe payment reference — this indicates a webhook delivery issue.

The "Pay Now" button isn't appearing on invoices. You need to connect a Stripe account first. Go to Settings > Payments and complete the Stripe Connect setup. Once connected, the Pay Now button appears automatically on sent invoices.

My Stripe account shows as disconnected. Go to Settings > Payments and reconnect. You may need to re-authorise Avro's access to your Stripe account.

General

The page isn't loading or shows an error. Try a hard refresh (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac). If the problem persists, try a different browser or clear your browser cache. If it's still broken, check the Avro status page or contact support.

I'm seeing a "session expired" message. Your login session has timed out. Click the link to return to the sign-in page and log in again. Your work is saved — sessions timing out don't cause data loss.

I need help that isn't covered here. Contact Avro support via the help link in the app or at avro-ai.com. Include as much detail as possible: what you were doing, what you expected to happen, and what happened instead. Screenshots help.

Common questions

Is there a status page for Avro outages? Check avro-ai.com for service status announcements.

Can I recover a deleted client or job? Deleted records are not currently recoverable via the UI. Contact support as soon as possible if you accidentally deleted something important.