Troubleshooting & FAQs

"A menu item / feature I used to see has disappeared."

Almost always a permission change, not a bug. Every module has its own permission group under Staff → Permissions. Ask an admin to check your level for that group — note some modules distinguish "Own" records from global access, so you may have partial access rather than none.

"I have admin access but can't use the API."

The Wide API module has its own independent permission system, separate from staff permissions. Being an admin doesn't automatically grant API access — keys are managed under Sidebar → Wide API → Users Management.

"I can see a lead but can't change its status."

You need the "Update The Listing Lead Status Manually" permission, in addition to Edit. Having edit access alone isn't enough for status changes.

"A tool I have access to isn't respecting my permission level."

A small number of modules don't have a formal permission system — Property Importer and AWS Integration are two confirmed examples, gated by admin-status directly. If a non-admin needs access, that requires a developer change.

"I found two folders/menus that look the same — which is real?"

"Properties" vs. "Properties-old" and "Properties Public Search" vs. its "-old" version — the "-old" copies are inactive backups with no effect on your live site. "Wide API" vs. its older WordPress-era build — Wide API is the current, actively used one.

"A lead's status won't move where I expect."

The system enforces valid transitions. Some aren't manual at all: Appointment Scheduled only sets by booking an appointment, and Won only sets by successfully creating a Property Agreement. If you're trying to set either directly, that's expected — complete the actual action instead.

"A website enquiry never turned into a lead."

Check Setup → Properties → Settings → Listing lead tab → "Auto-Create Listing Lead from Website Enquiries." If off, enquiries sit raw and need manual review from the Requests tab.

"A connected channel (like an ad platform or partner site) isn't sending us new leads."

This kind of connection is set up individually and isn't self-service from the settings screen — contact your account manager to verify it's connected correctly. Don't assume it's live just because your other Listing Lead settings are configured.

"Response SLA notifications aren't firing."

Confirm Response SLA is toggled on (it's off by default). If manager notifications specifically seem missing while agent-side flagging works, that may need a developer to confirm it's enabled on your installation.

"I changed a card/details style setting and nothing changed."

Only the Property Card style is currently locked to a single design despite the setting existing — see the Frontend Guide for exactly what that covers. Header and Footer theme changes work as expected; if one of those isn't taking effect, it's a different issue. A developer needs to build the additional card templates before more designs are available.

"A search filter I want to change has no settings toggle."

Most individual filters (bedrooms, bathrooms, price range) are built directly into the page — only the Categories filter has a real on/off toggle. Adding or removing any other filter is a custom request for your account manager, not a self-service setting.

"The language switcher is missing from a client's login page."

Intentional — only admins see the language selector on the client-portal login screen. Clients change language after logging in via the portal's normal control.

"An image upload is being rejected as too large."

Two layers need to allow the size you want:

• Your hosting's upload limit — a general size cap set at the hosting level, not in the platform's own settings screens. Ask whoever manages your hosting if uploads fail across the board, for every file type.
• Cloud storage settings, if enabled for your account — these are configured separately for property media versus general file uploads.

If uploads work for small files but fail on larger ones, it's almost always the hosting-level size limit.

"Public search is slow with several filters applied."

A database indexing question, not a settings one. Flag it to a developer with the specific filter combination that's slow — indexing needs are workload-specific.

"Search results don't match what I expect for a filter."

Confirm the listing's field values match the filter query. Remember Categories has a separate "precise search" toggle that changes whether matching is exact or broader — a common cause of "missing" results that are actually correctly excluded.

• Custom-branded document styling isn't reachable from the sidebar yet — if you need to adjust it, ask your account manager rather than searching the menus for it.
• Not every feature has its own dedicated menu item — several work quietly by enhancing screens you already use, rather than adding a new entry to the sidebar. A feature not appearing in the menu doesn't mean it's missing.
• When in doubt whether something is a live, working setting versus not yet active, check the Frontend Guide's notes before spending time trying to make it do something it isn't wired up to do yet.