| User can't log in | Is the user invited? Is the email correct? Is the account activated? | Check under Access Control → Users. Re-invite the user if "Invite Pending" = Yes. |
| Insufficient access rights | Is the user added at the correct tenant/customer level? | Move or assign user to the correct level in the hierarchy. |
| Impersonation not working | Is the impersonation button visible? Are you at tenant level? | Only tenant-level users can impersonate. Confirm role and re-login if needed. |
| Can't create sub-tenant | Is a parent tenant selected? Are required fields filled (moniker, name, subscription type)? | Select parent tenant first. Ensure moniker uses valid characters. |
| Customer creation fails | Duplicate moniker? Missing required fields? | Use a unique moniker. Ensure all required details are entered. |
| Edits to main tenant not allowed | Trying to edit the main tenant? | Only Stacuity can modify the main tenant. Contact support. |
| Endpoint doesn’t activate | Is it assigned to a customer? Placed in an endpoint group? Status still "Pending"? | Ensure customer moves endpoint to group. Wait for provisioning. |
| Endpoint not visible | Check tenant/customer context. Was it properly allocated or assigned? | Switch to the correct context. Verify allocation in Inventory → Endpoints. |
| SIM not connecting to network | Is the endpoint active? Is routing configured? Are bundles or tariffs applied? | Impersonate customer and check endpoint group, routing, bundle or tariff. |
| Bundle doesn’t apply | Is it a master bundle? Is the scope set correctly? Are elements defined? | Define bundle elements. Ensure scope matches target (customer or endpoint). |
| Bundle not activating | What is the start trigger? (e.g. On activation, First use, Start date) | Check bundle's configured start method. |
| Bundle shows no usage | Is the bundle active? Has the endpoint used any data? Zone match? | Verify bundle zone and endpoint location. Check element usage tab. |
| Customer being charged unexpectedly | Is the bundle expired or missing? Is a tariff applied instead? | Check bundles for quota or expiration. Ensure zone coverage is correct. |
| Tariff alias not updating | Is it an alias or master tariff? | Only master tariffs can be edited. Aliases inherit changes. |
| Can’t assign tariff to customer | Does currency match? Is tariff available at tenant level? | Ensure tariff and customer currencies match. Recreate tariff if needed. |
| API token not working | Is the token enabled? Expired or revoked? | Check under Access Control → API Tokens. Toggle status or regenerate. |
| Token doesn’t show in UI | Was it saved properly? Is view refreshed? | Click REFRESH. Check filters in use. |
| Can’t find endpoints in sub-tenant | Was allocation completed? Correct context selected? | Recheck allocation in Inventory. Use impersonation to confirm. |
| Multiple endpoints not allocating | Was batch selected? Correct sub-tenant chosen? | Confirm batch allocation selected. Repeat if necessary. |
| Wrong portal view | Does menu show "Tenants" or "Dashboard"? | "Tenants" = Tenant Portal, "Dashboard" = Customer Portal. Re-login if needed. |
| Data not updating on screen | Browser cache issue? Did you refresh? | Hard-refresh (Ctrl+Shift+R). Re-select tenant or customer. |
