Troubleshooting common issues

Common problems and how to fix them.

Can't log in

• Check you're using the right email address (the one the invitation was sent to)
• Try Forgot Password on the login page
• Check your spam folder for the password reset email
• If your account was invited by another user, make sure you've completed the signup flow from the invitation email
• If you see "Account disabled", contact your account owner — your access may have been revoked

Emails not arriving (quotes, invoices, sequences)

• Check the recipient's spam/junk folder
• Verify your branded sender is set up: go to Settings → Email, and under Sending address click Set up branded sending — it shows "Branded sending is live" once verified (no DNS work needed on your end)
• Until it's verified, emails send from a shared CaterCloud address, which is more likely to land in spam
• For sequences, check the contact has not unsubscribed: open the contact and look for an "Unsubscribed" tag

Data not saving

• Check your internet connection
• Look for a red error banner at the top of the page
• Try a hard refresh (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows)
• If the issue persists, check Status at the bottom of the sidebar for platform outages

Wrong event noun ("Function" vs "Event")

Go to Settings → Business → Vocabulary to change the word CaterCloud uses for events across your account.

Quote or invoice PDF looks wrong

• Check your business details are complete: Settings → Business (name, tax ID, address, logo)
• Check your terms text: Settings → Quoting → Terms
• If the logo is blurry, upload a higher-resolution PNG (at least 400×400px)

Staff not receiving shift invitations

• Check the staff member's email is correct on their profile
• Check they haven't marked CaterCloud emails as spam
• For push notifications: the staff member must allow notifications in their browser/device settings
• Try resending the invitation from the Staff tab on the event

Can't connect Xero / Square / Stripe

• Make sure you're the account owner on the external service (not just a user)
• Try disconnecting and reconnecting
• For Xero: ensure the Xero organisation you're connecting hasn't been archived
• Contact support if OAuth errors persist — some firewall configurations block the OAuth redirect