Start with the message on screen. Avoid repeating a save, payment, collection or send action until you know whether the first attempt succeeded.
If you cannot sign in
- Check that you are using the email address attached to your Surehand account.
- Re-enter the password rather than relying on an old autofill value.
- Use Forgot password? once and follow the newest reset email.
- If you use Apple or Google sign-in, use the same method and identity as before.
- Ask the workspace owner whether your access is still active.
If biometric unlock fails on mobile, choose the password option and sign in again. Do not create another account to work around an existing login.
If data is missing or out of date
- Confirm you are in the intended workspace.
- Clear active search terms, filters and date ranges.
- Refresh the page or pull to refresh in the mobile app.
- Check the device has a working internet connection.
- Look in the relevant status filter, such as Draft, Overdue, Paid or Void.
- Check whether your role includes financial access.
For bank feeds and GoCardless, use the relevant Sync action once, wait for it to finish, then review the reconciliation queue.
If a save or action failed
Before trying again:
- Reopen the affected customer, job, quote, invoice or payment.
- Check whether the change is already present.
- Look for a newly created record or email-history entry.
- Retry only when you have confirmed the first action did not complete.
This is especially important for payments, Direct Debit runs, invoices, bulk rescheduling and customer messages.
If an email was not received
Check the email address and the customer’s Emails history. A message may be queued, delivered, bounced, rejected or failed. Correct the underlying address or delivery problem before resending.
Ask the recipient to check spam or junk folders. Do not send repeated payment reminders while delivery status is unclear.
If a feature is missing
A feature can be hidden because of:
- Your role or financial-access permission.
- The workspace plan.
- A connection that has not been completed or needs reconnecting.
- A platform difference; some controls are currently available only on mobile or only on the web.
Check the relevant guide for its supported platforms before assuming data has been removed.
Contact support with useful evidence
If the problem continues, open Live Support in Surehand or use the Help Centre support option. Include:
- What you were trying to do.
- The exact message shown.
- The affected record number or customer name, without sharing passwords.
- The approximate time and device or browser.
- Whether the action may already have succeeded.
Do not send passwords, authentication codes, full card details or bank credentials. A screenshot is useful after hiding unrelated personal information.