FAQ

Why don’t I see Partners or Countries?

Those menus are super admin only. Partner admins are limited to their partner.

Why is the plan list empty when creating a subscription?

Usually one of:

• Organization is not ACTIVE
• No ACTIVE plans for the organization’s country
• Plans exist for a different country than the org

Create or activate a matching plan first.

Why can’t I move an enquiry back to PENDING?

Enquiry statuses only move forward. Pick the next appropriate status or use notes to document corrections.

I am a partner admin and lists are empty

Confirm:

1. Your user is assigned to a partner
2. That partner has a country
3. Data was created for your partner (not only another partner’s)

Can I delete records?

Destructive delete is restricted. Super admins need delete enabled on their account. Prefer status changes (inactive / closed) when delete is unavailable.

Where do password reset emails point?

Reset links use the CRM frontend URL configured by your administrators. If links are wrong, ask them to check FRONTEND_URL.

Do CRM changes reach product servers?

Yes — the CRM is the source of truth and syncs to regional product servers. Allow a short delay after save; if something never appears on product, escalate to engineering with the org / subscription id.

Language switched back?

Language is stored in the browser. Clearing site data resets it; pick the language again on login or in-app.