Documentation

Troubleshooting Common Issues & Frequently Asked Questions (FAQ)

This section covers common questions and issues you may encounter while using WebDev CRM.

Most problems are related to configuration, permissions, or environment setup rather than bugs. The goal here is to help you quickly identify what’s happening and how to resolve it without breaking workflow.

General Troubleshooting

The plugin installed correctly, but I don’t see WebDev CRM in the menu

Ensure you are logged in as an Administrator
Confirm the plugin is activated
Check that your user role has permission to access the CRM

If SaaS Mode is enabled, non-admin users may only see WebDev CRM pages and not the full WordPress menu.

Changes don’t appear to take effect immediately

Some changes (such as SaaS Mode or portal settings) require:

Clicking Save Settings
Logging out and back in
Refreshing the browser (hard refresh if needed)

If caching is enabled on your site, clear the cache before testing again.

I’m seeing a blank page or error screen

This usually indicates a PHP or JavaScript error.

Steps to diagnose:

1. Enable WP_DEBUG in wp-config.php
2. Check the browser console for JavaScript errors
3. Temporarily disable other plugins to rule out conflicts
4. Switch to a default WordPress theme for testing

If the issue persists, capture the error message before contacting support.

Contacts & Companies

Why aren’t contacts linked to companies?

This is intentional.

WebDev CRM keeps contacts and companies independent to avoid rigid assumptions about organisational structure. Both can be linked to quotes, invoices, and projects, but not directly to each other.

This allows more flexibility as relationships evolve.

Can I change whether work is assigned to a contact or a company later?

Yes.

Quotes, invoices, and projects can be edited and reassigned as needed, as long as they are not in a locked or completed state.

Quotes & Invoices

Why doesn’t the “Pay Now” button appear on an invoice?

The Pay Now button only appears when:

Stripe Payments are enabled
The invoice status is Sent or Overdue
The invoice has not already been marked as Paid

If Stripe is enabled but the button still doesn’t appear, confirm API keys and webhook configuration.

An invoice was paid, but the status didn’t update

This usually means the Stripe webhook is not configured or not reachable.

Check:

The webhook endpoint exists in Stripe
The webhook signing secret is correct
Your site is publicly accessible (webhooks won’t reach local sites without tunnelling)

Payments can still be recorded manually if needed.

Projects & Kanban Board

Why didn’t the project percentage update?

Project completion percentage is calculated from Kanban cards.

Ensure that:

Cards exist on the board
Cards are moved into the Complete column

If a project has 10 cards, each card represents 10% completion. Progress updates automatically as cards move.

Can I change column names or order after creating cards?

Yes.

Columns and cards can be renamed, reordered, and reorganised at any time. Changes affect how work is displayed but do not remove historical context.

Client Portal

A client says their portal link no longer works

Portal links are time-limited.

The link may have:

Expired
Been rotated by sending a quote, invoice, or receipt

Generate and send a new link from the Contact or Company → Client Portal tab.

Can clients log in with a username and password?

No.

The client portal uses secure, time-limited links rather than accounts. This avoids ongoing access management and reduces security overhead.

Email & SMTP

Emails work locally but not in production

This usually means wp_mail is being used without SMTP.

For production:

Enable SMTP
Use a provider such as SendGrid or Amazon SES
Configure SPF/DKIM with your domain

Always test using Test SMTP Connection before sending live emails.

Can I customise email templates later?

Yes.

Templates can be edited at any time. Changes apply to future emails only and do not affect previously sent messages.

Licensing & Limits

What happens if I reach my database limit?

You can continue to access and manage existing data.

You won’t be able to create new records until:

Records are deleted, or
Your licence is upgraded to increase capacity

No data is removed automatically.

Will downgrading delete my data?

No.

Downgrading affects future capacity only. Existing records remain intact and accessible.

Getting Further Help

If you’re unable to resolve an issue:

Check the documentation for the relevant feature
Review error logs if available
Collect screenshots or error messages
Contact support with a clear description of what you were doing when the issue occurred

Clear context helps resolve issues faster.

Summary

Most issues arise from configuration, not complexity.

WebDev CRM is designed to behave predictably and preserve context. When something doesn’t look right, it’s usually a sign that a setting, permission, or environment detail needs attention.

If something feels unclear, it’s worth investigating — clarity is part of the workflow.