Operational troubleshooting

Start with the visible outcome instead of repeating an action immediately:

1. Access denied: confirm the active agency and ask an Owner or Admin whether your role has the capability named in the access message.
2. Invitation or proposal email not delivered: use the displayed copy-link fallback. EventOps does not mark skipped or failed email as delivered.
3. Client payment still pending: refresh the invoice after Stripe returns. If checkout succeeded but reconciliation is incomplete, keep the provider reference and contact support rather than marking the milestone twice.
4. Live Ops looks stale: verify connectivity, reload once, and compare the main event workspace. Offline mode is read-only; write buttons are disabled and no incident or timeline update is queued for later submission.
5. Automation or scheduled report failed: inspect its run or delivery history; retry the failed unit after correcting the underlying recipient, rule, or provider.

Access and roles

Every member can troubleshoot surfaces they can already access. Recovery actions keep their normal capability gates—troubleshooting does not bypass permissions. Owners and Admins can correct team roles; Planner-level capabilities manage sales, invoices, reports, and automations; Coordinators can operate events and budgets but not those agency-wide settings.

When escalating, include the agency, event or record ID, approximate time, action, visible error, and whether retrying would create a duplicate. Never send passwords, API keys, card details, signed links, or full personal-data exports to support.