Troubleshooting
What to do when a link has expired, a check-in is refused, a visit won't upload, an order won't submit, a button is greyed out, or the books refuse a date.
Each entry starts with what you see, then why it happens and what to do. For questions that aren't problems, see the FAQ.
Signing in
Why. The email may be in your spam or junk folder, or your address may be mistyped on your employee record. Sometimes the email simply didn't go out. When that happens, the administrator is told so on screen as they save your record.
What to do.
- Search your mail, including spam, for SalesYatra: set up your login.
- Ask your administrator to check the email address on your record under Executives.
- Ask them to send it again with the envelope button on your row. Resending is safe and sends a fresh link.
A resent invitation arrives as SalesYatra: reset your password. That is expected, so use it to choose your password.
Why. Set-up and reset links work once and only for 24 hours. Opening the same link a second time counts as using it.
What to do. Select Send yourself a new one or Send me a new link, enter your email, and use the newest email. You can also ask your administrator to resend the invitation. See If a link has expired.
Why. The email or the password doesn't match your login.
What to do. Check the email address for typos and try the password again. If you have forgotten it, select Forgot password?. See Forgot your password.
Why. The reset screen always says a link is on its way, so it can't be used to find out who has an account. A link is only actually sent when:
- the address is the one on your employee record,
- your record is active, and
- you already have a login, meaning you have been invited at least once.
Asking for several links within a few minutes can also hold later ones back.
What to do. Check spam for SalesYatra: reset your password. Wait a quarter of an hour before asking again. If it still doesn't come, ask your administrator to check your email and Active status under Executives, and to send you an invitation.
Why. Your password was accepted, but SalesYatra can't match it to an active employee. Usually your record has been made inactive. Less often, the login isn't linked to your record yet.
What to do. Ask your administrator to open your record under Executives. They should tick Active (can log in and appears in pickers) if it is cleared, then send you the login invitation again, which links your login to your record.
Why. The admin panel opens only for administrators, and Accounts only for the accounts desk, the accountant and administrators. Anyone else is taken to their own landing page instead.
What to do. Nothing, if your role is right. If you believe you need that section, ask your administrator to check your role. See Roles and permissions.
Approvals
Why. Only Area Sales Managers and above, and administrators, approve. Sales Executives and Assistant Territory Managers have no Approvals screen.
What to do. If you should be approving, ask your administrator to check your role.
Why. Nobody above you in the reporting line can decide on your records, and there is no administrator to fall back on.
What to do. Ask your administrator to set your Reports to under Executives. Until then, nobody is told when you submit an order, a request or a plan.
Why. Records go to the first active manager above you, Area Sales Manager or higher, who has an email address. If your Reports to is wrong, or your manager is inactive or has no email, they go further up or to the administrators.
What to do. Check Approvals go to at the foot of your sidebar, then ask your administrator to correct your Reports to.
Why. Managers never decide on their own records. Only administrators can.
What to do. Leave it. It is in your reporting manager's queue.
Why. The person who raised it is not below you in the reporting line. They may have moved to another manager since the email was sent.
What to do. Leave it for their own manager. If they should be in your team, ask your administrator to correct their Reports to.
Why. The approval link points at something that has already been decided, perhaps by a colleague who was asked too, or that has moved to another queue.
What to do. Nothing. Select Dismiss and carry on with the queue below. Your bell shows who decided it.
Why. Somebody acted on the same record while you had it open.
What to do. Reload the page to see where it stands now.
Why. On a phone, the link tries the app first and opens the portal if the app doesn't take over within about a second. That happens when the app isn't installed or is slow to respond. The administrators' final approval emails, travel plans waiting for approval before a trip, and every stock, sampling or workshop request always open the portal, because those are decided there.
What to do. On the Opening your … page, select Open in the SalesYatra app. Or open the app yourself and go to Approvals. To install it, see Install the app.
Why. In the browser, signing in always takes you to your own landing page, not back to the link you followed.
What to do. Open the email link again now that you are signed in, or go to Approvals. The app, by contrast, remembers the approval and opens it after you sign in.
Screens and data
Why. The Showing switcher at the top of Accounts is set to one firm. It is remembered per browser, so another computer may show something different.
What to do. Set it to Both firms, or to the firm you want.
Why. Usually a filter is still on. Text may be left in the Search… box, or you may be on another view, such as My visits instead of My team, or a different status tab.
What to do. Clear the search, check which view or tab is selected, and look at the page count below the table.
Why. Your team is read from the reporting line. Anyone whose Reports to doesn't lead up to you isn't in it.
What to do. Ask your administrator to correct that person's Reports to. See Your team.
Why. You see the schools on your patch, and a manager sees the schools on their team's patches. A school that hasn't been put on your patch doesn't appear.
What to do. Ask your administrator to allocate the school to you. See My Schools.
Why. The accountant's login reads the books and changes nothing, so those buttons are hidden. A new-document screen says Your login reads the books but cannot change them.
What to do. Ask the accounts desk to enter it.
Why. Forms start at your device's own date. SalesYatra itself always uses India's date.
What to do. Set your phone or computer to take its date, time and time zone automatically from the network.
Why. The bell checks for new notifications once a minute, and when you come back to the tab.
What to do. Wait a moment, or reload the page.
Visits and the Android app
Why. Check-ins open only once you have started your day in the app, and SalesYatra refuses a check-in from the app on a date with no day started.
What to do. On Home, or at the top of Visits, tap Start day. Photograph the odometer and type the reading, or tap No vehicle today, then check in. If your app has no Start day button, it is an older version: update it (see Keep the app up to date). See Start and end your day.
Why. Your day has ended, either because you tapped End day or because it closed on its own at the time your administrator set. You can start only one day per date, and none after the closing time.
What to do. Check in again tomorrow. A visit you still need to record today can be logged on the portal's Visits, where it is marked as a web entry with no proof of location.
Why. The app compares where you are with the school's map pin, and you are outside its fence. The fence is 100 m unless an administrator widened it, up to 500 m.
What to do. Walk closer and tap Refresh location, then check in again. If you are at the gate and still refused, the pin is probably in the wrong place: ask an administrator to correct it on the school. See Visits and check-in.
Why. The server refused something the phone was holding for you.
What to do. For a refused report, tap Fix report, correct it and save. For a refused check-in, discard it and check in again at the school. See Working offline.
Why. The phone uploads what it is holding when you open the app or bring it back to the front, when you pull down on Visits, when you save, and when you tap Sync now on Home. It does not upload on its own the moment a signal returns. It also uploads a visit only while the person who checked in is signed in, so visits left waiting when you signed out wait for you to sign in on that phone again.
What to do. Once you have a signal, sign in on the phone you checked in on, open the app and tap Sync now. Don't uninstall or clear the app's data while visits are waiting: they are stored only on the phone. See Working offline.
Why. The app loads your schools from the server, and it has not had a signal since it was opened. If the dropdown says No schools assigned to you yet., it did load, and no school is on your patch.
What to do. Open Visits once while you have a signal, then check in. See Working offline. If no schools are assigned to you, ask your administrator to allocate them.
Why. Your copy of the app is older than a change to SalesYatra, and has no button for what is now asked. It shows up as a check-in refused for want of a started day, an order refused at submit for want of the dealer's order, or a Dispatch queue on Approvals whose Sign off says there is nothing to sign off.
What to do. Update the app, the way you installed it. Until then, log visits on the portal, and save orders as drafts or attach the dealer's order and submit them on the portal. See Keep the app up to date.
Why. The app is in testing on Google Play, and the Google account on the phone is not on the testers list.
What to do. Ask your administrator to add the phone's Google account, or to send you the install file. See Install and sign in.
Why. The app reports a position only during the rep's day, between Start day and the day's end, and only while it is open on the rep's screen, with a signal and location allowed.
What to do. Check the row says the day is under way, then ask the rep to open the app. Positions show as live for 15 minutes, and only within the working hours set in Admin → Settings. See Team on the road.
Orders and dispatch
Why. An order can't be approved until you choose who will pack it.
What to do. Pick a name under Packed by, then approve. See Approvals.
Why. The dealer's order isn't attached. Every order needs it before it goes for approval, because the approvers check the books against it.
What to do. Open the order, select Edit order, attach the screenshot, photo or PDF under Dealer's order, and submit. If it is attached and the button is still greyed out, tick the box under Check this order against the dealer's order once you have compared the two. A draft saves without it. If the order summary lists anything under "Still needed before you can save", fill that in too. See Orders.
Why. No book can be billed further off its list price than the discount cap, its own discount and the additional discount together. The cap is 40% unless an administrator has changed it under Settings. A book discounted past it by itself shows, for example, "no book can be discounted more than 40%" under the books. When the two together go past it, the message under Additional discount says how much is left, for example "with a book at 35%, the additional discount can be at most 5%".
What to do. Lower the book's Disc % or the Additional discount % until the message goes, then save. A draft saved before the cap was lowered is refused when you submit it: edit it, bring the discounts down, and submit again. If the business means to allow a deeper discount, an administrator raises the cap. See How an order is priced.
Why. Something the invoice needs is missing. The button waits for the firm under Invoice from, the courier, the docket number, and at least one book going, with no title above what was ordered.
What to do. Pick Domato Book Co. or Dominions under Invoice from, and fill in the courier and docket. Check the firm's name and GSTIN shown under it before you dispatch. See Dispatch.
Why. That name is already on the dealer list.
What to do. Choose it under Bill to from the list instead of typing it. See Bill to and ship to.
Accounts
Why. The firm's books are closed up to that date, usually after a GST return was filed, so nothing can be dated on or before it.
What to do. Date the document after the closed period. If it truly belongs inside it, the billing desk or an administrator can reopen the period under Setup → Period lock; the accountant's read-only login can't. See GST returns.
Why. An invoice raised by settling a sale-or-return challan can't be cancelled.
What to do. Correct it with a credit note. See Credit notes.
Why. Recording the bounce already reversed the whole receipt, so there is nothing left to cancel.
What to do. Nothing. The bill is owed again. See Cheques.
Why. This happens only on an older return recorded against an order. One of the firms can't be credited, for example because its invoice for the order was cancelled. A return from a school or trade party is priced on its page and is never held up this way.
What to do. Read that firm's card on the return, which says what is holding it. See Returns to credit.
Why. The number you typed was already used, often Vyapar's last number itself.
What to do. Set the next number to the one after Vyapar's last. See Setup.
For administrators
Why. The employee was saved, but the invitation email couldn't be sent.
What to do. Use the envelope button on their row under Executives to send it again. If it keeps failing, the product's email settings need attention from whoever runs SalesYatra.
Why. Something still refers to it, such as an order, a visit or a school in that territory.
What to do. Leave it in place. SalesYatra keeps anything that history points to.
Why. The employee is inactive, and SalesYatra won't invite someone who can't sign in.
What to do. Edit the record, tick Active (can log in and appears in pickers), save, then send the invitation.
Still stuck?
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