Frequently Asked Questions
Accounts & access
Why did I get signed out when I logged in on another device? ZAPTIZ allows one active session per user — the newest sign-in wins. Don't share accounts; invite each teammate instead.
I didn't get my 6-digit verification code. Check spam, then use the resend option — codes expire after a few minutes. See Creating Your Account.
Can I sign in with Google? Yes — for existing accounts whose email matches. Registration itself goes through the email + OTP flow. Zoho sign-in works the same way.
Why can't I see a page my colleague has? Either your role doesn't include it, or the module is switched off for your company.
A page I used to open isn't in my sidebar any more. If you're a Company Admin, it moved into a workspace hub — click the business area, or the chevron beside it, to find it. Ctrl+K and the page name is quicker still.
Documents & workflow
Why can't I email a quotation/invoice? Your company email isn't connected yet — an admin does it once in Settings → Integrations.
Why is my quotation read-only? Only Draft quotations are editable. Once confirmed/converted, the lines freeze — create a new version if the price must change. See Quotations.
What's the "N items have no unit cost" warning? The missing-price guard — a line on the document has a ₹0/blank price, so totals would be understated. Fix the price or consciously continue.
Why can't I convert my quotation to a sales order? Only Confirmed quotations convert. Confirm it first (it needs at least one line item).
Why can't production start on my sales order? The order has no linked BOM. Build one in the BOM Generator and attach it — both the job dialog and material check need it.
How do I make a PDF? Print menu → Preview in new tab, then the browser's Print → Save as PDF. See Printing & Emailing.
Why does WhatsApp ask me to choose a template? More than 24 hours have passed since that customer last messaged you, and WhatsApp only allows pre-approved templates outside that window. See WhatsApp Business.
There's no WhatsApp button on my documents. Your company hasn't connected a WhatsApp Business number — an admin does it in Settings → Integrations.
Money
A customer paid my Pay-Now link but the invoice still shows unpaid. Your Razorpay webhook isn't set up — without it online payments don't auto-reconcile. Two-minute fix in Payments & Pay Now.
Where does Pay-Now money go? Straight into your company's own bank via your own Razorpay account. The platform never touches it.
Why isn't Collections chasing an invoice? Most common causes: the invoice is still Draft (issue it), the customer has no email, it's below your minimum amount, or that escalation stage already got its one reminder. See Collections Agent.
AI
Do AI agents send emails or buy things on their own? Not by default. Every agent is draft-and-approve — you review and click Send/Convert. Auto-modes exist per agent and are explicitly opt-in. See Meet Your AI Team.
What do AI credits cost and where do they go? Credits meter each call by actual usage; failures are refunded. Track spend on the subscription page and the AI Usage Report. See AI Credits & Limits.
Which plan has which agents? All of them — every plan includes every agent; plans differ on credits, seats and support. See Plans.
Photo Analyzer matched the wrong products. Check your catalog scope and budget tier, then use the free Re-match — no credits needed. See Photo Analyzer.
Can I talk to the assistant instead of typing? Yes — the mic button dictates, and the hands-free button holds a spoken conversation. Voice is billed by audio length on top of the chat turn. See Talking to it instead of typing.
Why is my drawing analysis full of "Review" lines? That's the analyser refusing to guess. A Review line means a spec on the drawing doesn't cleanly match anything in your catalogue — pick the product yourself, or add it. See Drawing Manager.
Campaigns & contacts
My campaign won't send — "connect your own Brevo account". Marketing email has no platform fallback. Connect your company's own Brevo account in Settings → Integrations → Company Email first. Why.
The audience says 800 people but only 240 will receive it. The rest either never opted in or are on the do-not-contact list. The pre-flight breaks the number down before you send. See Campaigns.
The campaign sent but Delivered and Opened stay at zero. Those come from Brevo through your webhook. Until it's configured, ZAPTIZ knows a message was handed over but not what happened next. See Seeing delivery and opens.
Can a Sales Executive send a campaign? They can build audiences and draft campaigns; only a Company Admin can authorise the send, and who approved it is recorded.
My import says every row is a duplicate. Rows are matched on email and phone. If those columns were mapped to the wrong headers, everything collides — go back to step 2 and check the mapping. See Import.
GST
Does ZAPTIZ file my GST returns? No — by design. The GST Agent computes portal-shaped GSTR-1/3B, catches errors and tracks deadlines; a human files on the portal.
What's "UNCLASSIFIED" in my HSN summary? Lines whose product has no HSN code. Set it on the product (Products → edit → HSN Code) and re-run the health check.
Still stuck? See Troubleshooting, open Help & Support in the app to raise a ticket, or write to support@zaptiz.com.