Fix common Contracts issues

Fix common contract issues

Use this guide to diagnose and fix problems with contract activation, commission calculations, and settlements.

Problem 1 — Contract status remains as 'Draft' or 'Pending'

How you recognise it

• The Start button is unavailable or the status doesn't update after clicking.

How to fix it

• Verify Commencement — Ensure the Commencement Date has been reached.

• Check Signatures — Confirm that all mandatory signature requirements have been recorded for all assigned parties.

• Mandatory Fields — Ensure both parties have been correctly assigned and a Commission Schedule has been created.

Problem 2 — Commissions are missing from sales invoices

How you recognise it

• A sale was processed, but the commission calculation did not appear on the invoice or settlement report.

How to fix it

• Check Schedule — Open the contract and verify the service or product sold is specifically included in the active Commission Fee Schedule.

• Check Timing — Ensure the sale occurred on or after the contract's Commencement Date.

• Assignment Check — Verify that the staff member processing the sale is the same party linked to the contract.

Problem 3 — Settlements are not processing correctly

How you recognise it

• The Settlements tab is empty or payouts haven't arrived in the recipient's account.

How to fix it

• Account Verification — Ensure the recipient (staff or business) has a fully verified Payment Account linked in their profile.

• Frequency Settings — Review the Payout tab to confirm the frequency (e.g., Monthly) and the scheduled day.

• Transaction Status — Ensure the underlying sales in the POS have been fully finalised and not left as 'Open' carts.

Problem 4 — Cannot edit an active contract

How you recognise it

• Commission rates or dates are locked and cannot be changed.

How to fix it

• Note: Once active, certain financial terms are locked to maintain the integrity of historical reports.

• Solution: Archive the current contract and create a New Version or a completely new agreement to reflect the updated terms.

Still not working?

If the issue persists, gather the following before contacting support:

• The Contract ID or Name.

• A specific Invoice ID where commission was expected.

• A screenshot of the Commission Fee Schedule.