Troubleshooting & FAQ

Quick answers to the things people most often hit. Each question links to the full guide if you need more.

Access & billing #

Why is a feature greyed out or asking me to add a module? #

That feature belongs to a module your plan doesn't currently include. Knowledge ERP is modular — enable the module from Account & Billing and the feature unlocks.

I can't add another user #

Each plan tier has a seat cap (Starter, Growth, Business allow progressively more). You've hit yours — free up a seat or move to a higher tier. See Users, Roles & Permissions.

Why can a customer-facing feature work without the Sales module? #

The customer/contact directory is shared across customer-facing modules, so Inventory, Appointments, Rentals, and Loans can attach to a customer without the Sales module. Sales transactions (orders, invoices) and the CRM pipeline still require Sales.

Inventory & equipment #

Why can't I add this unit to a sales order? #

The Product's usage type is Returnable (equipment), which can't be sold through a sales order — equipment goes out via loans or rentals. Only Consumable Products can be sold.

Equipment shows as unavailable when I try to loan or rent it #

Availability is shared between loans and rentals, so a unit reserved or out on one can't be promised to the other for overlapping dates. Check its current loan/rental, or pick a different window.

How do I sell a piece of equipment? #

If you genuinely want to sell it (not loan/rent it), change that Product's usage type to Consumable — then it can go on a sales order.

A reorder suggestion looks too high or too low #

Suggestions are driven by the unit's average daily usage, vendor lead time, and your safety stock / reorder settings. Adjust those on the unit and the suggestion updates. See Smart Reorder Suggestions.

Finding things #

Where do I search — for a record, or for the instructions? #

Both go in the same box. The top-bar search in the app returns your matching records first, grouped by what they are, and then a Help & documentation group at the bottom with up to five pages from this manual. If you were looking for a customer and typed their name, the customer is still the first thing you see; if you typed "cycle count" hoping for the how-to, the guide is a couple of lines further down.

Documentation results are the same for everyone — they're these public pages, not anything from your account — and they aren't filtered by the modules on your plan, so you can read up on a feature before enabling it.

Fixing mistakes #

I made a change by accident — can I undo it? #

Usually, yes. Most tracked actions can be undone from the record's change history, and because related edits are grouped, undo reverts the whole action. See Change History & Undo.

API & webhooks #

My API request returns 403 Forbidden #

Three gates must all pass: your plan must be Growth or Business (Starter has no API access), your subscription must include the module you're calling, and your token must be permitted for it ({module}:read for GET requests, {module}:write for changes). The shared customer directory needs any customer-facing module. See API: Getting Started.

My API request returns 429 #

You've exceeded your plan's rate limit. Back off and retry; higher tiers allow more requests per minute.

My webhook isn't arriving, or the signature doesn't match #

Check the delivery log for the attempt and response. If signatures don't match, recompute sha256= + HMAC-SHA256 of the raw request body with your webhook's secret and compare the result to the full value of X-Webhook-Signature (which is sent as sha256=<hex>). Also confirm the webhook is active and subscribed to that event. See Webhooks.

Integrations #

Gmail or Outlook isn't syncing #

Email sync needs OAuth client credentials configured in the provider console (Google Cloud / Azure AD) with the redirect URIs pointed back at Knowledge ERP, and the account connected. See Email Sync.

Versions #

The docs version doesn't match my app, mobile, or API version #

That's expected. The web product, the API, and the mobile app are versioned independently — the version switcher shows the web product version only. The mobile guide notes its separate version, and the API contract (v1) moves on its own slow cadence.