Troubleshooting

Comprehensive troubleshooting guide for resolving common issues with Figur, from installation and onboarding to quote generation and client portal problems.

Installation and Setup Issues

App Installation Problems

"App Not Available" Error

• Verify your monday.com plan supports marketplace apps (Pro plan or higher)
• Check if you're logged in with the correct account
• Refresh the marketplace page and try again
• Contact monday.com support if the issue persists

Permission Denied During Installation

• Ensure you have admin permissions in your monday.com account
• Check if your organization restricts app installations
• Contact your monday.com administrator for approval
• Try installing from a different admin account

OAuth Authorization Fails

• Clear browser cache and cookies
• Disable popup blockers temporarily
• Try a different browser (Chrome, Firefox, Safari, Edge)
• Check internet connection stability
• Ensure you're not using incognito/private mode

Board and Connection Issues

Failed to Load Boards

If you see "Failed to load boards" during onboarding:

1. Check monday.com permissions — Your user must have access to at least one board. Ensure you are not restricted by board-level permissions.

2. Confirm OAuth install — Figur must be installed and authorised for your account. If you reinstalled or revoked access, go to Connect monday.com and reconnect.

3. Reload the page — Sometimes a refresh after reconnecting fixes stale session state.

4. Check board access — Verify you have read/write permissions on at least one board in your account.

5. Contact support — If the issue persists, email support@figur.one with your account type (monday.com workspace) and when the error occurred.

No Boards Available

If the list loads but shows "No boards available on your monday.com account":

• Ensure you have at least one board in the connected account
• Check if boards are archived or hidden
• Verify board permissions and access levels
• Try creating a new test board
• Reconnect your monday.com account

Board Connection Errors

"Board Not Found" Error

• Verify the board still exists in your monday.com account
• Check if the board was moved or archived
• Ensure you have sufficient permissions
• Try selecting a different board

Column Mapping Problems

• Ensure board has appropriate column types (text, number, status)
• Check if columns are locked or restricted
• Try creating new columns instead of mapping existing ones
• Verify board edit permissions

Authentication and Session Issues

Token and Authentication Errors

Error Codes You Might See

• MISSING_MONDAY_TOKEN or TOKEN_EXPIRED — Use the Reconnect monday.com button or go to monday connect
• MISSING_ONBOARDING_SESSION — Your onboarding session expired. Start again from Get Started
• INVALID_TOKEN — Authentication token is invalid. Reconnect your account
• PERMISSION_DENIED — Insufficient permissions for requested action

Session Management Issues

Frequent Session Timeouts

• Check if you're using multiple tabs or browsers
• Verify network stability and connection
• Clear browser cache and cookies
• Try a different browser or device

Login Loop Problems

• Clear all browser data for figur.one
• Disable browser extensions that might interfere
• Try incognito/private mode
• Contact support if the issue persists

Quote Generation Issues

Discovery and Quote Problems

Discovery Questions Not Loading

• Ensure services are properly enabled in settings
• Check service configurations and pricing
• Try re-enabling affected services
• Verify your subscription tier includes the services
• Refresh the page and restart discovery

Quote Generation Fails

• Verify all discovery questions are answered completely
• Check internet connection stability
• Ensure you have available quote quota
• Try regenerating the quote
• Check for service configuration errors

Incorrect Pricing Results

• Review discovery answers for accuracy and completeness
• Check custom pricing rules and configurations
• Verify service pricing settings
• Consider if scope was properly defined
• Contact support for pricing calculation issues

Quote Export and Integration Issues

Export to monday.com Fails

• Verify monday.com columns exist and are accessible
• Check column permissions and edit access
• Ensure board is properly connected
• Try manual export as alternative
• Check for API rate limits or temporary issues

Data Sync Problems

• Verify board connection is active
• Check if columns were renamed or deleted
• Ensure proper column mapping
• Try reconnecting the board
• Contact support for persistent sync issues

Client Portal Issues

Portal Access Problems

Client Cannot Access Portal Link

• Verify the link is correct and not expired
• Check if link was revoked accidentally
• Ensure client is using a modern browser
• Try generating a new portal link
• Check if portal features are enabled in your tier

Branding Not Displaying Correctly

• Verify branding is configured in settings
• Check logo file format and size requirements
• Ensure brand colors are properly set
• Test with different browsers
• Contact support for branding issues

Portal Loading Issues

• Check internet connection speed
• Try refreshing the page
• Clear browser cache
• Test on different devices
• Report specific errors to support

Performance and Technical Issues

Slow Performance

Slow Quote Generation

• Large quotes with many services take longer to process
• Check internet connection speed
• Try breaking large quotes into smaller phases
• Clear browser cache and restart
• Contact support if performance is consistently slow

Page Loading Problems

• Check internet connection stability
• Clear browser cache and cookies
• Disable browser extensions temporarily
• Try a different browser
• Check for system-wide performance issues

Browser Compatibility

Supported Browsers

• Chrome (latest version)
• Firefox (latest version)
• Safari (latest version)
• Edge (latest version)

Browser-Specific Issues

• Update to the latest browser version
• Clear browser data for figur.one
• Disable incompatible extensions
• Try an alternative browser
• Report browser-specific bugs to support

Billing and Subscription Issues

Quota and Tier Problems

Quote Quota Exceeded

• Check your current usage and quota limits
• Consider upgrading your subscription tier
• Wait for quota reset (monthly reset)
• Contact support for quota inquiries
• Review usage patterns for optimization

Feature Access Denied

• Verify your subscription tier includes the feature
• Check if features are properly enabled
• Review billing status and payment methods
• Contact support for tier-related questions
• Consider upgrading for additional features

Billing and Payment Issues

• Verify payment method is current and valid
• Check for failed payment notifications
• Review billing history and invoices
• Update payment information if needed
• Contact billing support for payment issues

Data and Integration Issues

Data Loss and Recovery

Missing Quote Data

• Check if quotes were archived rather than deleted
• Verify board connection and column mapping
• Review quote history and session logs
• Contact support for data recovery assistance
• Implement regular backup procedures

Import/Export Problems

• Verify file formats are supported (CSV, Excel, PDF)
• Check file size limitations
• Ensure data formatting is correct
• Try with smaller data sets
• Contact support for import/export issues

Third-Party Integration Issues

monday.com API Problems

• Check monday.com service status
• Verify API rate limits haven't been exceeded
• Ensure authentication tokens are valid
• Review recent monday.com changes
• Contact both monday.com and Figur support

Email Notification Issues

• Check email delivery settings and configurations
• Verify email addresses are correct
• Check spam/junk folders
• Review email provider restrictions
• Test with different email addresses

Advanced Troubleshooting

Debugging Tools and Information

Gathering Diagnostic Information When contacting support, provide:

• Browser type and version
• Operating system and version
• Error messages and screenshots
• Time when issues occurred
• Steps to reproduce the problem
• Account information (obscured for privacy)

Browser Developer Tools

• Open developer tools (F12 or Ctrl+Shift+I)
• Check Console tab for error messages
• Review Network tab for failed requests
• Monitor performance metrics
• Capture screenshots of errors

Common Error Patterns

Intermittent Issues

• Often related to network connectivity
• May be caused by browser caching
• Could be temporary service issues
• Try again after a few minutes
• Report patterns to support

Consistent Issues

• Usually configuration problems
• May be permission-related
• Could be browser compatibility
• Require systematic troubleshooting
• Often need support intervention

Prevention and Best Practices

Proactive Measures

Regular Maintenance

• Keep browsers updated to latest versions
• Clear browser cache periodically
• Monitor quote usage and quota
• Review configuration settings regularly
• Test workflows after updates

Backup and Recovery

• Document important quote data manually
• Export critical quotes regularly
• Maintain records of configurations
• Test recovery procedures periodically
• Implement redundant processes

Monitoring and Alerts

• Set up usage alerts for quota management
• Monitor quote generation success rates
• Track client portal engagement
• Review performance metrics
• Address issues proactively

Contacting Support

When to Contact Support

Contact support when:

• Issues persist after basic troubleshooting
• Error messages are unclear or unfamiliar
• Multiple users experience the same problem
• System-wide functionality is affected
• You need data recovery assistance

Information to Provide

Essential Details

• Your account information (obscured for privacy)
• Detailed description of the issue
• Steps to reproduce the problem
• Error messages and screenshots
• Time and date issues occurred
• Browser and system information

Helpful Context

• Recent changes to your setup
• Number of users affected
• Impact on your business operations
• Urgency level and deadlines
• Previous troubleshooting attempts

Support Channels

Email Support

• support@figur.one
• Response time: 24-48 hours
• Include detailed information for faster resolution

Contact Form

• Available on Help index
• Automated ticket creation
• Track response status online

Emergency Support

• Available for Pro tier customers
• Critical system issues only
• Direct phone support (if applicable)

Self-Service Resources

Additional Help

• Getting Started - Setup and installation
• Using the Item View - Quote creation guide
• Discovery Flow - Discovery question help
• Quote Generation - AI pricing explanation
• Client Portal - Portal troubleshooting

Community and Documentation

• Help Documentation - Comprehensive guides and tutorials
• FAQ Section - Answers to common questions
• Video Tutorials - Step-by-step visual guides (coming soon)
• Community Forum - User discussions and solutions (coming soon)

Still experiencing issues? Don't hesitate to reach out to our support team. We're here to help you get the most out of Figur and ensure smooth operations for your business.