Troubleshoot Engage

Start with the account, organization, feature gate, and role. Then trace the engagement’s opportunity, current revision, delivery, signature, KYB, and linked Billing state.

Engage or Pipeline is missing

1. Confirm the signed-in account and organization slug.
2. Confirm the Engage seller workspace is enabled for the organization or your user.
3. Confirm you are an organization member.
4. If pages are visible but delivery controls are disabled, check for organization-admin send authority.

Public offer access and counterparty pages do not grant access to Pipeline.

An engagement cannot be created

Check:

• the CRM opportunity is not archived and does not already have another open engagement;
• if the opportunity is closed but still selectable, your organization’s approved process permits using it;
• its counterparty has a name, valid email address, and country;
• the selected customer entity is correct;
• the selected seller entity belongs to the organization;
• the product is active and the plan version is published;
• the signature template belongs to the organization;
• every adjustment references a charge on the selected plan version;
• adjustment values use a bare decimal for amounts and rate overrides, or a trailing percent sign for percentage discounts.

Correct CRM source data rather than inserting a substitute counterparty.

Send offer is disabled or fails

Send offer requires organization-admin send authority. Before retrying, confirm the engagement is Draft, the email and plan version are still valid, and the selected template can be snapshotted. Sending freezes the revision and triggers external delivery, so do not repeatedly retry without reading the exact error.

If Engage reports that the offer was sent but email delivery could not be queued, the engagement is already Sent: open its detail and use Resend offer. If it reports that the draft was created but could not be sent, open the saved Draft and use Send offer after correcting the cause. Do not create a duplicate engagement.

Refresh from CRM is disabled

CRM refresh is available only while Draft. Sent revisions preserve the counterparty identity and terms used at send time. Use a controlled revision or Change email where appropriate; do not expect refresh to rewrite a sent record.

A link must be resent or the recipient changed

• Send reminder applies to Sent, sends a fresh link, and supersedes the prior URL for future loads.
• Resend offer applies to Sent or Expired and invalidates the previous link.
• Change email invalidates prior access. A partially signed attempt requires explicit confirmation before Engage voids the signatures and restarts signing. Signed and Activated engagements do not allow an email change.

Confirm the destination before any action that sends email. A newly minted link expires after 60 days. Rotation does not forcibly disconnect a counterparty page that was already open, so never treat it as a substitute for deliberate withdrawal when access must end. Never include the personal link in a support ticket.

Signing cannot advance

1. Confirm the latest sent revision is the intended offer.
2. Confirm signing was opened with an eligible Seller signatory.
3. Wait for the counterparty signature before countersigning.
4. Confirm the signed-in user is the selected seller signatory.
5. If the sender is also the only eligible signatory, confirm the recorded sole-operator exception is appropriate.
6. Reload if the engagement changed while the signing view was open.

KYB approval fails

The reviewer needs organization-admin KYB review authority. Independence from the engagement’s creator, sender, and term grantors is enforced for approval while another eligible conflict-free human exists; if none exists, Engage permits and audit-logs the sole-operator exception. Viewing evidence and requesting changes do not apply that approval-only conflict check. The intake must also be in a reviewable state and contain valid required answers.

Request changes when answers are missing, an ownership percentage is invalid, a country value is unknown, or entity enrichment is refused. Do not copy protected answers or files outside the authorized review surface.

Activation is disabled

Reload first. KYB approval, Billing handoff completion, or final discount approval can activate the engagement immediately when every other gate already passes, so there may be no separate activation action left to select.

Read the disabled control’s explanation, then check:

1. The engagement is Signed.
2. An applicable KYB intake is approved.
3. A Billing contract is linked.
4. Every contract discount is approved in Billing.
5. The linked contract is Draft or Active and otherwise eligible for activation.

If the contract is Suspended, Terminated, or Superseded, resolve the commercial state in Billing.

The Billing handoff is pending, retrying, or failed

• Pending means the contract is being created automatically.
• Retrying means a background retry remains scheduled.
• Failed means automatic attempts stopped. Correct the cause, then select Retry billing handoff in Engage.
• An ambiguous seller warning means Engage needs an explicit seller. Select Seller entity, choose the approved entity, select Save seller entity, and retry the handoff.
• Use Billing’s manual contract wizard only when the approved recovery process requires it; do not create an unrelated contract merely to clear the panel.

Pipeline does not move when a card is dragged

This is expected. Engage’s kanban is read-only because its columns are derived from events and linked state. Use the explicit engagement action and reload canonical Pipeline data. Query URLs and personal card preferences do not change lifecycle state.

When to escalate

Record the organization slug, engagement identifier, current engagement and revision states, derived pipeline stage, expected action, exact message, and approximate time. Exclude personal offer links, KYB answers, identity documents, private messages, customer email addresses, and credentials from ordinary support messages.