FAQ & Troubleshooting

Account & sign-in

I didn't get my confirmation email. Check your spam folder first. If it's genuinely missing after a few minutes, use the "Need help? Contact support" link on the login page.

I forgot my password. On the login page, use the password reset flow to receive a time-limited reset link by email.

I'm stuck on the two-factor code screen and don't have my authenticator app anymore. See Account Security & Two-Factor Authentication — contact support for account recovery.

Can multiple people from my company have their own login? Yes — invite teammates during the setup wizard's Team Invites step, with a role (Owner, Ops, Accountant, Technician) for each. See Creating Your Account.

Customers, sites & assets

My CSV import failed on some rows. The import report shows exactly which rows failed and why (e.g. a missing required column, an invalid reference). Fix those specific rows in your spreadsheet and re-import — successfully imported rows are not duplicated if you re-run the same file, but it's safest to only re-upload the rows that failed.

Can I delete a customer? Yes, from the Customers table. This is a soft delete — the customer is removed from your active list but the record isn't destroyed, preserving historical contract and invoice references.

Contracts & visits

I added a service line but don't see any visits yet. Click Regenerate in the Visit Plan section of that contract — visit generation runs on demand, not automatically the instant you add a line.

Will regenerating visits duplicate ones I already have? No — regeneration is forward-only. It extends the plan from your latest scheduled visit; it never rewrites or duplicates past visits.

Invoicing & ZATCA

Why can't I click "Compliance CSID"? That button unlocks only after "Generate CSR" has succeeded. Complete the ZATCA onboarding steps in order — see Invoicing & ZATCA.

Where do I get the OTP for step 2? From ZATCA's own Fatoora portal, using your business's ZATCA credentials — it's a one-time code only ZATCA can issue, and only a registered Saudi taxpayer can obtain it. SANAD OS cannot generate or retrieve this for you.

My invoice was rejected — what do I do? The rejection code and message from ZATCA are shown directly on the invoice. If it's unclear how to fix it, open a support ticket with the invoice number and the exact rejection text.

Is Sandbox mode legally binding? No. Sandbox invoices have no legal or tax effect — they exist purely to test your setup before switching to Production.

General

Is my data visible to other companies using SANAD OS? No. Every business's data is strictly isolated at the database level — this is enforced by the platform itself, not just by the interface hiding things from view.

I found a bug or have a feature request. Open a support ticket from the Support tab (category: Technical or Feature Request). See Support & Getting Help.

Still stuck? Use the in-app Support tab if you're signed in, or the login page's contact link if you're not — see Support & Getting Help for both paths.