End User Guide: FAQ, Troubleshooting & Best Practices
#FAQ
#How do I open the documentation website?
Visit https://your-domain.com/documentation (or http://127.0.0.1:8000/documentation locally). The shorter /docs address redirects there. Use the left sidebar and search box.
#What is the difference between Super Admin and Firm Admin?
Super Admin manages the whole platform (firms, plans, AI credits, SMTP).
Firm Admin manages one practice (matters, services, clients, invoices).
#Can one staff user manage multiple firms?
No. Staff belong to a single firm. Super Admins use Impersonate to enter any firm.
Your staff permissions do not include that module. Ask a manager to edit Staff.
There is no Super Admin Users menu. Create the Super Admin at install; create firm managers when adding firms; manage day-to-day users under Staff.
#Why didn’t the client get an email?
Check: client email on the matter, SMTP settings + Test SMTP, spam folder, and that the action that sends mail actually ran (e.g. invoice Send, not only draft).
#Is there an email when a matter becomes active?
No. The client receives a confirmation when the matter is opened, and a thank-you email can be sent when it is closed.
#AI says the OpenAI account has run out of credit. What now?
The platform's OpenAI account (the key in Super Admin → Platform Settings) has no balance left, so every AI
feature stops until the Super Admin adds credit at platform.openai.com. Retrying will not help. This is different
from a firm's own AI credits (the badge on AI Assistant), which the Super Admin tops up under AI Credits. If
the message says the AI service is busy, wait a minute and try again. If it says the key was rejected, the
key in Platform Settings needs checking.
Submit only sends once every required answer is filled in. When something is missing, the form lists the missing
answers above the button, outlines them in red and jumps to the first one. Ask the client to scroll to the red
fields. Date fields only accept real dates chosen from the calendar.
#What is the “400” badge on AI Assistant?
Remaining AI credits for that firm.
#Can I reinstall?
The installer locks after success (storage/installed). Reinstalling on production is an advanced task. Back up the database first and contact your developer.
#Troubleshooting
| Problem |
What to try |
/install redirects or is locked |
Already installed, so use /login. Do not delete the lock unless you intend a fresh install |
| Requirements step fails |
Install missing PHP extensions; fix storage and bootstrap/cache permissions |
| Database step fails |
Verify host, database name, user, password; test connection; ensure MySQL is running |
| Blank page / 500 error |
Set debug only temporarily; check storage/logs/laravel.log |
| Emails not sending |
Configure and test SMTP; confirm from-address; check spam |
| AI tools fail |
Read the message: not set up means add an OpenAI key in Platform Settings; out of credit means top up the OpenAI account; busy means wait a minute; rejected means check the key. Also check the firm's AI credits |
| Online payment stuck pending |
Confirm gateway keys, webhook URLs, and return URLs in Firm Payments settings |
| Cannot mark a matter active |
The matter must be Open first (confirm or pay pending online bookings) |
| Service still shows Engaged after closing |
Run the close action, then complete the case tasks to return the service to Available |
| Impersonation stuck |
Click Exit Impersonation on the orange banner |
| Client can't submit a Smart Form |
Required answers are missing; the form outlines them in red. See the FAQ above |
| "Try a live Smart Form" is missing from the homepage |
No showcase form is set, or it is unpublished, expired, PIN-locked or its firm is suspended. See the Super Admin Guide |
| Docs images missing |
Ensure public/images/documentation is deployed with the app |
#Best Practices
- Use strong passwords on production; change demo passwords immediately.
- Configure SMTP before inviting firms or taking real matters.
- Test a full matter path: create → confirm email → start → close → invoice send → record payment.
- Keep case tasks current: close matters and their open tasks when the work ends.
- Give staff least privilege: only the menus they need.
- Monitor AI credits so AI tools do not stop mid-day.
- Publish the website only after rates, photos, and policies look correct.
- Export reports monthly (firm reports + super analytics) for accounting.
- Keep client emails up to date for invoices and confirmations.
- Back up the database and
.env on a schedule before upgrades.
#Related pages