# Resolve common problems

| Problem                                            | First step                                                                                                           |
| -------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------- |
| The address shows **Tenant not found**             | Check the organisation address supplied by your administrator; that hostname is not resolving to a registered tenant |
| Sign-in succeeds but Fleetlane refuses access      | Confirm the tenant address, invitation and active account with your administrator                                    |
| A list is empty                                    | Clear search and filters; confirm tenant and dealership scope                                                        |
| A menu or action is absent                         | Ask your administrator to check your role and the record's current process                                           |
| A value is text or missing                         | Check field access, claim-type rules and whether the record is processing                                            |
| A save is rejected                                 | Read the validation message; reload a record that changed since you opened it                                        |
| A service cannot be logged                         | Check vehicle model, readings, definition validity and an existing service record                                    |
| A recall has no create action                      | Check for an existing claim, a campaign template and claim creation access                                           |
| A lifecycle action completes without moving status | Read the reported outcome and the relevant workflow track                                                            |
| A record stays processing                          | Capture the action and time and ask support to inspect the run and callback                                          |
| An attachment cannot upload or download            | Capture the visible error; access, file requirements or storage configuration may need attention                     |

For sign-in problems, follow [sign-in and workspace access](https://docs.fleetlane.app/security/sign-in-and-access/).
WorkOS sends workspace invitations, verification, email-code and recovery mail;
check spam and organisation filtering for these messages. A successful login
followed by refused access needs an active local account, organisation membership
and role checks. An account or session in another product alone does not grant
Fleetlane access. Keep authentication codes, invitation/reset links and MFA secrets
private when asking for help.

An action can complete and conclude that required information is missing.
Supply what the result asks for. A technical execution error needs investigation
of the run and connected system. If the action sends financial or ERP data, let
support establish its result before repeating it.

Give support the tenant address, page URL, record number, time, visible message,
action and track. Include the steps that led to the problem. Do not share a
password, API key, session cookie or an attachment download link.

Source review: 1 October 2026. The guidance follows authorization, claim intake,
service eligibility, attachment and workflow source behavior. Running-app
verification is pending.

The anonymous **Tenant not found** entry message was also observed locally on
1 October 2026. Authenticated troubleshooting steps remain to be checked.