Troubleshooting DayRunner

Find what you're seeing in the tables below. Still stuck? Email support@dayrunner.co.nz with a screenshot and the date you were planning, and you'll get one of the people who built it.

Signing in

You see	Do this
"That email and password don't match"	Check them, or use Forgot password? (type your email first)
"You haven't confirmed your email yet"	Open the link we sent, or click Send the confirmation email again
No email arrives	It can take a minute. Check spam and promotions.
"There's already a workspace for that email"	Click Sign in instead
A link from an email doesn't work	Links work once and expire. Sign in, or ask for a new link.
"No workspace yet" after signing in	Your login isn't in a workspace. Ask the owner to invite you again.

Planning

Problem	Why	Fix
Plan the day is greyed out	No departures on that date	Check the date. Import bookings or pull them from your connector.
Every run says unknown product	Product names don't match Setup	Make Setup product names match your booking system exactly
A driver never gets any runs	Licence class, availability, P endorsement, or the `casual` skill	Fix it in Setup and re-plan
A product never gets a vehicle	No vehicle has the features in Vehicle needs	Add the feature to a vehicle, or clear the need
Pickups in a strange order	The hotel isn't in your Pickup stop order, or is spelt differently	Add it in Setup, spelt as in the bookings
The plan says bookings have changed	Bookings came in or changed after planning	Click Re-plan now
My hand changes disappeared	Rows only stay put if they show LOCKED	Use Change in the Allocation table, then Save
Report a problem isn't there	No plan yet, you're a guide, or you're in charter mode	Plan the day first

Messages

Problem	Fix
Messages show SEND BY HAND	Copy and send, then Mark as sent. DayRunner sends for you once that's rolled out to your workspace.
A message is HELD	Read the reason. Sort the decision, then Release hold.
Approve all drafts skipped some	Held messages aren't included
FAILED	Read the error on the card. Usually a bad phone number.

Connectors

Problem	Fix
Rezdy or RCM shows error	Read the red message under the panel and send it to us
FareHarbor bookings not arriving	Check FareHarbor registered the full Webhook URL, including `?token=`

Imports

Problem	Fix
Dates a month out	Set Dates in this file are to match your export
Rows flagged in red	Fix the date, time or pax in the row, or skip it
Duplicate bookings after re-importing	Map your booking number to Booking ref
Setup import says rows with problems are skipped	Fix the listed rows in the spreadsheet and load it again

Something else

Try a hard refresh: Ctrl+Shift+R, or Cmd+Shift+R on a Mac. Then send us a screenshot.