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ValuePRO SE - Common Errors and Troubleshooting

  • Updated

I Can’t Log In!

Cause: There are a few reasons why you may not be able to log in. Your account may have been disabled by a master user, or you may have made too many log in attempts already. But don’t panic!

Fix: 

If you are a Valuer or regular user: 

  • Contact your business’ ValuePRO Master User. They will be able to reset and re-enable your account. 

If you are a Master user: 

  • View the support articles discussing resetting a user’s password and re-enabling a user. 

If you are still experiencing errors, reach out to ValuePRO support for further assistance.

‘A Recent Change to a ValuePRO Master User’ Error Message

Cause: ValuePRO enforces an additional measure of security to ensure all private information is secure. Changes made to Master user accounts will lock all valuation jobs until the master user has confirmed their changes.

Fix: Contact your Master user, and ask them to log in and update their password, ensuring they meet all the security requirements of a ValuePRO password. 

If you are still experiencing issues, contact ValuePRO support for further assistance.

My Report Template Won’t Generate!

Cause: There could be a number of different issues that may cause a report template not to generate.

Fix:

  1. Try to generate the report in another job. If the report generates correctly, then it is most likely an issue with the job itself, such as a missing field value or corrupted image.

  2. If the report does not generate in the other job, it is most likely an issue with the report template itself:

    1. Navigate to the Report Template’s settings page

    2. Press the ‘Run Diagnosis’ button. This will check the formatting and merge fields of the report template, and alert you to any incorrect fields.

  3. If you are still experiencing issues, contact ValuePRO support for further assistance.

Xero Invoices Are Not Syncing

Cause: There could be a number of different issues that may cause an invoice to not sync with Xero.

Fix:

  1. Open the job card and clear the Invoice Date, Date Due and Paid Date fields.

  2. Save the job card, and reload the page.

  3. Set the Invoice Date to a new date, and save the job. This will re-issue the invoice and attempt the sync again.

If you still experience issues after attempting to re-sync the job, contact ValuePRO support for further assistance.

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