Troubleshooting & FAQ
Common questions and quick fixes.
Overview
If something's not working, start here. Most issues are solved by one of the fixes below.
Who can use this
Everyone.
Where to find it
Anywhere — click ? and search "troubleshooting".
How it works
These are the top reasons people contact support. Try these steps first.
Step-by-step
- Hard reload the page
⌘⇧R on Mac, Ctrl+Shift+R on Windows. Fixes 60% of "screen looks weird" issues.
- Sign out and back in
Clears stale sessions. Use the profile menu → Sign Out.
- Try another browser
Rules out browser-specific extensions or cache problems.
- Email support
Email support@pawtal.com and include the page URL plus what you expected to happen.
- Contact support
Profile menu → Submit Feedback. Include the page URL, what you expected, what happened, and a screenshot if possible.
FAQ
Why did my email to a client fail to send?
The client's email bounced or they marked a previous email as spam. Visit their client record → Communications to see the bounce reason.
What happens when a client replies "STOP" to an automated text?
They're opted out of all SMS automatically and immediately. You can still send one-off messages manually after they opt back in.
I see "Access denied" on a page I used to use. Your role changed. Contact your admin to review your role assignments.
Pawtal is slow. First, try a hard reload. If Pawtal is still slow, email support@pawtal.com with the URL and an approximate time the slowdown started.