Something looks wrong on a page

Before you start

Most "wrong page" problems come down to three things: your role, whether your organization is still in setup, and which organization or view you are in. Check those first.

A page shows an error

OneView shows one of four plain error pages. Each has a Back to home button.

• "The page you were looking for doesn't exist." The address is mistyped or the page has moved. Go back and use the menu instead of an old bookmark.
• "The change you wanted was rejected." The change was refused. It often means you tried to change something your role doesn't allow. See the next section.
• "The request could not be understood." Go back, reload the page and try again.
• "We're sorry, but something went wrong." The OneView team is notified automatically. Try again in a few minutes. This page also shows a reference code under "If you need help, share this reference code with support:" Keep it: it lets the team find what went wrong.

It says "Access Denied"

Your role doesn't allow that action. Roles are Owner, Administrator, Manager and Caretaker, and what each can do differs: for example, only Owners and Administrators can record a payment. If you are in the personnel view, select Contact Organization Owner to message the organization's owner. Otherwise use Go Back or Return to Dashboard. Owners and Administrators can change a role.

A button or menu item is missing

Check these causes in order:

• Your role. Buttons you can't use are hidden. A Manager doesn't see Record payment, for instance, because only Owners and Administrators can record payments.
• The view. The tenant view has no properties, tenants or billing menus. Select Switch to Personnel View in the menu.
• Setup mode. A new organization starts in draft. While the bar "Setup mode:" shows at the top, nothing is billed and no tenant is contacted, so actions that would reach tenants are hidden. Invite tenant is one of them: it appears once the organization goes live.
• The state of the item. A payment button disappears when the invoice is already paid, or when a payment on it is waiting for approval.
• The organization. You may be in another organization than the one you meant. See "I'm in the wrong organization" below.

The numbers don't match what I expected

A payment only counts after someone approves it. Until then the payment shows as Pending or Paid and the invoice balance stays the same. The invoice says "Payment under review". Once the payment is Confirmed, the amount comes off. A rejected payment doesn't change the balance at all.

The figure that settles the invoice is the amount entered at approval, which can differ from the one first typed in.

Totals can also differ because you look at another organization than the one you think. Check the organization before you suspect the data. As a tenant, nothing from a landlord's organization that is still in setup shows on your dashboard.

The page doesn't update

A page you left open doesn't know what someone else just did. If a colleague approved a payment or a tenant uploaded proof, reload the page to see it. A few screens refresh on their own, for example a mobile money payment in progress, which confirms by itself. If the page is still out of date after a reload, check the organization and view as described above.

The app is in the wrong language

When you are signed in, the language saved on your account decides, not your browser. Open Account, find Preferences, and next to Language select the English or French flag. The whole app switches at once and keeps your choice on every device.

On the login page and on this help guide, the same flags sit at the top of the page. Each guide article exists in both languages, and the flag takes you to the same article in the other one.

I'm in the wrong organization

If you belong to several organizations, only one is active at a time, and every list (properties, tenants, invoices) shows that one only. Select Organization. The page Organizations lists them, with the active one marked Current. Select Switch to this organization on the one you want.

An organization missing from the list means your membership there isn't active, for example because an invitation is still pending or your access was removed. Ask the organization's owner.

Still stuck

Tenants: contact your landlord or property manager, and tell them what you see on the screen.

Owners and team members: message the OneView team on WhatsApp. The app has no general support chat. The one built-in contact sits on the go-live review page, which you reach from Go-live review while your organization is in setup and its membership isn't paid yet: select Message us on WhatsApp. For an error page, include the reference code.

Related articles

• Can't sign in
• Record a payment
• Pay an invoice