Common Issues and Solutions

This guide contains solutions for the top 20 most common problems that Tesoro users encounter. For most issues you can find a fix yourself within 5 minutes.

Quick troubleshooting checklist:

• First try a hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
• Check your internet connection
• Verify you have the latest browser version
• Clear your browser cache if something doesn't work

❌ Problem: Page doesn't load or keeps loading

Solutions:

1. Check internet connection (test on other website)
2. Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
3. Clear browser cache:
   • Chrome: Settings → Privacy → Clear browsing data
   • Firefox: Settings → Privacy → Clear Data
   • Safari: Safari → Clear History
4. Try aniether browser (Chrome recommended)
5. Check Tesoro status: status.tesorohq.io

❌ Problem: Layout looks broken

Cause: Old cached CSS/JS files

Solution:

1. Hard refresh (Ctrl+Shift+R)
2. If still broken: Clear cache + cookies
3. Restart browser

❌ Problem: Buttons don't work when clicked

Solutions:

1. Check console for errors (F12 → Console tab)
2. Disable browser extensions (AdBlock can interfere)
3. Try in Incognito/Private mode
4. Update browser to latest version

❌ Problem: Changes are niet saved

Diagnosis:

1. Check for save confirmation (green checkmark/toast)
2. Look for error message (red banner)
3. Check if fields are required but empty

Solutions:

• Fill in all required fields (marked with *)
• Check data format (email, phone, date correctness)
• Reduce file size if uploading attachments (max 10MB)
• Try saving without attachment first

❌ Problem: Data doesn't sync between devices

Cause: Browser cache or offline mode

Solution:

1. Refresh page (F5)
2. Check internet connection
3. Log out + log in again
4. Clear browser data on old device

❌ Problem: Contacts/Properties disappear

Possible causes:

1. Filters active: Check filter settings (reset all filters)
2. Search active: Clear search box
3. Archived: Check "Show Archived" toggle
4. Permissions: Ask admin if you don't have access

❌ Problem: Emails are niet sent

Diagnostic steps:

1. Check Sent folder in Communication tab
2. Look for error message in email timeline
3. Verify email address is correct

Common causes + fixes:

• Bounced email: Recipient email invalid → Update contact email
• Daily limit reached: Max 500 emails/day → Wait til tomorrow
• Email niet connected: Gmail/Outlook → Reconnect in Settings
• Template error: Check template for missing fields

❌ Problem: Emails go to spam

Prevention:

• Use proper sender name (niet "noreply")
• Avoid spam words (FREE, URGENT, CLICK NOW)
• Include unsubscribe link
• Setup SPF/DKIM records (ask IT)
• Don't send to old/inactive lists

❌ Problem: niet receiving nietifications

Check settings:

1. Profile → Settings → nietifications
2. Enable desktop nietifications (browser permission)
3. Enable email nietifications
4. Choose nietification types (new lead, deal update, etc.)
5. Check email spam folder