Troubleshooting
Fixes for common problems in rastr.
Updated
Signing in
I cannot sign in
- Check your email address and password. Passwords are case sensitive.
- Clear your browser's cookies for rastr and try again.
- If you forgot your password, choose Forgot password? on the sign-in page. We email you a link to set a new one, and it works for an hour. An admin in your shop can also set a new password for you.
- A deactivated user cannot sign in. Ask an admin to reactivate you.
I cannot open a screen or do something
- Check your role. Members cannot create documents, and only admins reach settings and reports. See Core concepts.
- Ask an admin to review your role.
Plan limits
rastr says I reached a limit
The message names the limit: users, storage, jobs in production, assistant questions, receipt reads or image credits. Nothing you have is lost. See Plans and limits for what each plan includes and when monthly limits start again.
A job will not move into a column
On the Free plan, starting a job is refused once you have the allowed number in production. Finish a job, or upgrade. A job can also start only when its order is in progress, so create the invoice first.
Orders and documents
I cannot edit a quote or an order
- A quote that has become a sales order is locked.
- A void quote or order stays void.
- A completed order cannot be edited.
I cannot create an invoice
An order that already has an invoice cannot be invoiced again, and a void order cannot be invoiced. If you voided an invoice by mistake, the order is free to invoice again.
A job is missing from the board
- Only orders in progress show their jobs, so check that the order has been invoiced and is not void.
- Check that the Assigned to me switch and the search box are not hiding it.
- A job with no column sits in Backlog.
QuickBooks
An invoice or payment fails with a QuickBooks error
- Check that QuickBooks is still connected under Company Settings, Integrations.
- Check that each tax on the document, and the payment method, is matched to QuickBooks.
- Disconnect and connect again if the authorization has expired.
The QuickBooks settings are missing
QuickBooks sync needs the Business plan. See QuickBooks.
Slow pages
- Reload the page and check your connection.
- Use a current version of Chrome, Firefox, Safari or Edge.
- Turn off browser extensions that block scripts, and try again.
Contact support
If you are still stuck, email support@rastr.ai. Tell us:
- What you were trying to do.
- The steps that lead to the problem.
- Any error message or screenshot.
- Your browser and device.