> ## Documentation Index
> Fetch the complete documentation index at: https://manual.muzemus.online/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common issues in the MUZE portal and how to resolve them.

This page covers the issues you are most likely to hit and how to resolve them.

## Order issues

### Order stuck in Pending Approval

**Symptom:** an order has been waiting for approval a long time.

1. Check the Approvals page to confirm the order is visible there.
2. Make sure an HR user or Administrator is available to review.
3. If no approver is available, contact your Administrator.

### Order rejected, need to re-order

**Symptom:** an order was rejected and you need to place it again.

1. Read the rejection reason in the order's status timeline.
2. Correct the issue (wrong sizes, incorrect products, and so on).
3. Place a new order through the [Order for Employee](/orders/placing-orders) workflow.

The rejected order remains in the system as a record.

### Entitlement enforcement blocking an order

**Symptom:** you cannot submit because the company-paid allocation is exhausted and the client runs in strict mode (Entitlement Enforcement on).

1. Check the employee's balances on the product card.
2. If another product still has allocation, order that instead.
3. If nothing remains, order the items as employee-paid.
4. Contact your Administrator if you believe the allocation is wrong.

### Bulk order partially failed

**Symptom:** some employees' orders succeeded, others failed during submission.

1. The failed employees remain in your cart with their error messages.
2. Common causes: missing sizing data, exhausted entitlements, or invalid sizes.
3. Correct the issues and re-submit the failed items.

## Employee issues

### Employee missing from the order list

1. Verify the employee is assigned to the correct store and department.
2. Check they have an active uniform category.
3. Contact HR or Admin to confirm the record exists and is active.

### Missing sizing warning

1. Click the **shirt icon** next to the employee to open their sizing profile.
2. Select sizes for each garment type and save.

If you cannot edit sizing (Store Manager role), ask HR to set the sizes.

### Employee shows no entitlements

1. Verify the employee has a uniform category assigned.
2. Check that an active rule set exists for that category.
3. Check the rule set's effective dates cover today.
4. Contact Admin to verify the entitlement configuration.

## Account issues

### Cannot sign in

1. Make sure you are using your **company email address**.
2. Use **Forgot Password** to reset your password.
3. Check your email for the reset link, including spam.
4. If it still fails, contact an Administrator to confirm your account is active.

### Invitation email not received

1. Check spam or junk.
2. Ask an Administrator to resend the invitation from Account Management.
3. Confirm the email address on your account is correct.

### Access denied error

1. Check your role; not all pages are open to all roles.
2. Store Managers can only reach their assigned store's data.
3. HR is scoped to a single client.
4. Contact an Administrator if you believe you should have access.

## Technical issues

### Page not loading or blank screen

1. Refresh the page.
2. Clear your browser cache and cookies.
3. Try a different browser (Chrome, Firefox, Edge).
4. Check your internet connection.
5. If the problem persists, contact your Administrator.

### Slow performance

1. Close unused browser tabs.
2. Check your connection speed, or switch to a wired connection.
3. If loading is consistently slow, report it to your Administrator.

### Data looks incorrect

1. Check you are viewing the correct client (Admin) or store (Manager).
2. Refresh to fetch the latest data.
3. Verify the date range on any report.
4. Contact Admin if inconsistencies persist.


## Related topics

- [Introduction](/getting-started/introduction.md)