Troubleshoot

import TroubleshootingCard from ’../../../../components/TroubleshootingCard.astro’;

<TroubleshootingCard title=“Test connection failed” symptom=“When you click Test Connection, you see a red error instead of a green check.” cause=“Usually the access key is wrong, has extra spaces, or has been revoked by Setmore.” fix={[ ‘Open the setup window again and look at the Access Key field.’, ‘Copy the key directly from the Setmore email — do not retype it by hand.’, ‘Paste it into the field. Make sure no extra spaces sneak in at the start or end.’, ‘Click Test Connection again.’, ]} escalate=“If the test still fails after pasting a fresh key, contact support with the date you received your access key from Setmore.” />

<TroubleshootingCard title=“My customer’s vehicle didn’t sync” symptom=“An appointment came through, but the vehicle field is empty in TRACS.” cause=“Most often this means the field names on your Setmore booking page don’t match what TracsConnect is looking for.” fix={[ ‘Open Setmore → Settings → Booking Page → Custom Fields.’, ‘Confirm the field names match: Vehicle Year, Vehicle Make, Vehicle Model. Capitalization matters.’, ‘If your names are different, open Setmore in TracsConnect, click Adjust field mapping, and update the mapping.’, ‘New appointments after this fix will sync correctly. Past appointments stay as-is.’, ]} escalate=“If the field names match exactly and vehicles still aren’t syncing, contact support with the appointment date so we can look up what happened.” />

<TroubleshootingCard title=“An appointment came in but it’s flagged for review” symptom=“The appointment shows up in TRACS with a yellow flag and won’t turn into a work order until you touch it.” cause=“TracsConnect couldn’t confidently match the customer or vehicle. This usually happens when a customer leaves a vehicle field blank, mistypes their phone number, or uses a different name than last time.” fix={[ ‘Click the flagged appointment to see what TracsConnect could not match.’, ‘Pick the right customer and vehicle from the list, or create new ones.’, ‘Save. The appointment unflags and behaves like any other appointment.’, ]} escalate=“If you keep getting flags for the same customer, contact support — there may be duplicate customer records to clean up.” />

<TroubleshootingCard title=“I changed my custom field names in Setmore and sync stopped working” symptom=“Vehicle data was syncing fine, then you renamed a field in Setmore, and now new appointments come in with no vehicle.” cause=“TracsConnect remembers the old field names. It doesn’t know you renamed them.” fix={[ ‘Open Setmore in TracsConnect.’, ‘Click Adjust field mapping.’, ‘Update the names to match what you renamed them to.’, ‘Save. New appointments will sync correctly going forward.’, ]} />

<TroubleshootingCard title=“I need to disconnect Setmore” symptom=“You want to stop syncing — temporarily, or for good.” cause=“You can disconnect at any time. Past appointments stay in TRACS. Future Setmore bookings stop syncing until you reconnect.” fix={[ ‘Open Setmore in TracsConnect.’, ‘Scroll to the bottom of the setup window.’, ‘Click Disconnect.’, ‘Confirm. TracsConnect deletes the access key from its records.’, ]} escalate=“To reconnect later, you will need your Setmore access key again. If you lost the email, ask Setmore to send a new one.” />

When to contact support

If none of the above fits your situation, the fastest way to get help is to copy the Connection ID from the Setmore setup window and email it to support along with:

• What you were trying to do
• What happened instead
• The date and time it happened (so we can look at the matching activity)

See Contact support for our email address.