Troubleshooting Guide

# Troubleshooting Guide Quick solutions to common RecSystems challenges. This section helps you resolve issues quickly so you can get back to serving customers. ## 🎯 What You'll Find Here - Solutions to common booking problems - Fixes for availability conflicts - Payment troubleshooting steps - Support ticket system guidance - Quick resolution techniques ## 📋 Troubleshooting Guides ### [📅 Booking Issues](./) *(Coming Soon)* Resolve common booking problems: - Customer can't complete booking - Booking stuck in wrong status - Unable to modify bookings - Missing booking information - Duplicate booking concerns - No-show handling ### [⚠️ Availability Conflicts](./) *(Coming Soon)* Fix calendar and scheduling issues: - Double booking prevention - Availability not updating - Calendar display errors - Timeslot conflicts - Cleanup time issues - Seasonal rule problems ### [💳 Payment Problems](./) *(Coming Soon)* Troubleshoot transaction issues: - Payment declined errors - Refund processing delays - Stripe connection issues - Missing transactions - Invoice generation problems - Deposit handling ### [🎫 Support Tickets](support-tickets.md) *(Coming Soon)* Use the built-in support system: - Creating support tickets - Using the chat widget - Tracking ticket status - Providing helpful information - Escalation procedures - Response times ## 🚨 Emergency Procedures ### Critical Issues Checklist When facing urgent problems: 1. **Document the Issue** - Screenshot error messages - Note exact time - Record steps to reproduce - Identify affected bookings 2. **Immediate Actions** - Check system status - Verify internet connection - Try different browser - Clear cache if needed 3. **Get Help Fast** - Use in-app support widget - Include all documentation - Mark as urgent if critical - Follow up if needed ## 💡 Troubleshooting Principles ### The STOP Method - **S**top and assess the situation - **T**hink about what changed - **O**bserve error messages carefully - **P**roceed with systematic testing ### Common First Steps 1. Refresh the page 2. Log out and back in 3. Try a different browser 4. Check user permissions 5. Verify data entry ### When to Escalate - Payment processing stopped - Multiple customers affected - Data appears corrupted - Security concerns - System-wide issues ## 🔍 Quick Diagnostics ### Booking Problems ``` Can customer see availability? → Check unit published status Can customer select dates? → Verify timeslot configuration Can customer checkout? → Test payment processing Booking stuck? → Review status workflow ``` ### Payment Issues ``` Card declined? → Customer issue (usually) All payments failing? → Check Stripe connection Refunds not processing? → Verify Stripe balance Wrong amounts? → Check pricing rules ``` ### Access Problems ``` Can't log in? → Reset password Wrong permissions? → Check user role Can't see features? → Verify account access Session expires? → Normal security feature ``` ## 📊 Common Issues by Frequency Based on support tickets, these issues occur most often: 1. **Payment Declines** (40%) - Usually customer card issues - Sometimes address verification - Occasionally insufficient funds 2. **Availability Questions** (25%) - Understanding calendar display - Setting up rules correctly - Seasonal adjustments 3. **User Access** (20%) - Password resets - Permission confusion - Multi-account access 4. **Booking Modifications** (15%) - Changing dates - Adjusting quantities - Price recalculations ## 🛠️ Self-Service Solutions ### Before Contacting Support Try these steps for common issues: **"I can't log in"** 1. Check email spelling 2. Try password reset 3. Check if account confirmed 4. Clear browser cookies **"Customer can't book"** 1. Verify unit is published 2. Check availability rules 3. Test in incognito mode 4. Review error messages **"Payment won't process"** 1. Check Stripe dashboard 2. Verify API keys 3. Test with different card 4. Check for holds/limits ## 📞 Getting Support ### Support Channels - **In-App Widget**: Fastest response - **Email**: [email protected] - **Documentation**: You're here! - **Emergency**: Via support widget ### What to Include - Account name - Specific error messages - Steps to reproduce - Screenshots if possible - Urgency level ### Response Times - **Critical**: Within 2 hours - **High**: Same business day - **Normal**: Within 24 hours - **Low**: Within 48 hours ## 🎓 Learning from Issues ### Post-Resolution Steps 1. Document the solution 2. Train team on prevention 3. Update procedures 4. Monitor for recurrence ### Building Knowledge - Keep troubleshooting log - Share solutions with team - Create quick reference cards - Update training materials --- 💡 **Pro Tip**: Most issues have simple solutions - stay calm and work through the steps systematically! *Can't resolve an issue? Use the support widget for immediate help.*