Help and troubleshooting

Access

What you see	Likely cause	What to do
Customers unavailable	Customer or Partner is off, or you lack customer.view	Administrator: switch them on and give the permission. See Access.
No Create customer button, or the page refuses	You lack customer.create, party.view or partner.view	Ask for the missing permission.
No Customer groups button	The Groups feature is off, or you lack customer.group.view	Ask an administrator.
A Records section is missing	That feature is off, or you lack its view permission	See Access.
"Party address #812 — shared read permission unavailable"	You can't read Party addresses	Ask for party.address.view (contacts: party.contact.view).
Changes don't show after your role changed	Permissions are read at sign-in	Sign out and in.

Messages

Message	Meaning	What to do
Customer code already exists	Codes are unique	Choose another code.
Customer already exists for Partner	The Partner already has an account	Open the existing customer.
Partner does not support customer capability	The Partner is supplier-only or inactive	An authorised person must update the Partner.
The write outcome is uncertain…	The connection dropped while saving	Reconcile before trying again.
An active hold of this type already exists	One active hold per type	Use the existing hold.
Customer group is inactive	Groups must be active	Choose an active group.
Customer hierarchy cycle / Parent customer is closed	Invalid parent	Choose another parent.
Closed customer cannot be updated	CLOSED is final	Create a new account if trading resumes.

Messages from Sales

Message	Cause	What to do
Customer does not permit orders	Status isn't ACTIVE, or an ORDER or ACCOUNT hold	Check status and holds.
Customer is on credit hold	A CREDIT hold	Resolve the credit issue; ask for the hold to be released.
Proposed order exceeds static credit limit	Order value above the credit limit	Split the order or agree a higher limit.
Purchase order reference is required	The customer requires a PO number	Enter the customer's PO number.
Order currency is not permitted	Order currency differs from the customer's	Use the customer's currency.
Order is below minimum value / exceeds maximum value	Outside the order limits	Adjust the order.

What the screens don't do yet

These work in the system but have no button on the Customers screens yet. Ask support or an authorised integration:

• change the account status (activate, put on hold, suspend, deactivate, close);
• edit commercial or credit settings after creation;
• release a hold;
• edit or deactivate a note, an external reference or an assignment;
• make a different assignment primary.

Frequently asked questions

Can a supplier also be a customer? Yes. Its Partner type is Customer and supplier, with one account in each module.

Why can't I change the customer's name here? Names belong to the shared Party. Change it in Parties; every module updates.

Does the credit limit include what they owe now? No. It is compared with the order value only. Check what they owe in Accounting → Receivables aging.

Is a hold the same as status ON_HOLD? No. Holds stop one kind of activity and can apply to an ACTIVE customer. ON_HOLD is an account status.

Can I delete a customer? No. Customers are closed, never deleted, so their history stays.

Quick reference

I want to…	Go to
Open a new customer	Create a customer
Find a customer	Find customers
Check their credit and order settings	The customer record
Set their billing address	Addresses and contacts
Stop orders for non-payment	Holds
Record delivery instructions	Internal notes