🔧 Troubleshooting & Solutions

Common Issues and How to Fix Them

Login Animals Testing Marketplace Payments Lab System FAQ ← Guide

Login & Access Issues

Problem: Cannot Login

Error: "Invalid username or password"

Solutions:

  1. Check username spelling (case-sensitive)
  2. Verify CAPS LOCK is off
  3. Use "Forgot Password" link
  4. Clear browser cache and cookies
  5. Try different browser
  6. Contact admin to verify account status

Problem: Account Locked

Too many failed login attempts

Solutions:

  • Wait 30 minutes for automatic unlock
  • OR contact admin to manually unlock account

Forgot Password Process

  1. Click "Forgot Password" on login page
  2. Enter your email address
  3. Check email for reset link
  4. Click link (valid for 1 hour)
  5. Enter new password (must meet requirements)
  6. Confirm new password
  7. Login with new password
If email not received:
  • Check spam/junk folder
  • Verify email address is correct
  • Wait 5 minutes and retry
  • Contact admin to reset manually

Problem: "Access Denied" Error

You don't have permission to access this page

Cause & Solution:

Accessing a page not available for your role:

  • Farmer: Access only farmer pages
  • Lab: Access only lab pages
  • Admin: Full access

If you need different access, request role change from admin.

Animal Management Issues

Cannot Add Animal

Error: "Duplicate reference code"

Solution:

Cause: Reference already exists in system

  1. Use a unique reference code
  2. Check existing animals for conflicts
  3. Add year or sequence number

Example: CATTLE-001 → CATTLE-2025-001

Error: "Farm not found"

Solution:

Cause: No farms registered under your account

  1. Go to Farms → Add New Farm
  2. Complete farm registration
  3. Return to add animal
Error: "Required field missing"

Solution:

Check all required fields (marked with *) are filled:

  • Species
  • Breed
  • Reference Code
  • Sex
  • Farm

Cannot Edit Animal

Edit button disabled or missing

Possible Causes:

Animal already sold:

Animals transferred to another owner cannot be edited (data integrity). Contact admin for critical corrections.

Not your animal:

You can only edit animals you own.

Fields with history:

Some fields are locked to preserve transaction history:

  • Reference code (never editable)
  • Species/Breed (locked after tests)
  • Other fields can be edited normally

Animal Not Showing in List

Check Filters:

  1. Go to Animals page
  2. Clear all filters
  3. Set "Status" to "All"
  4. Set "Farm" to "All Farms"
  5. Search by reference code

If Animal Was Transferred:

  • Check "Transaction History"
  • Look in buyer's account
  • Original owner still sees in history

Batch Import Errors

Error: "Invalid CSV format"

Solution:

  1. Use the provided template
  2. Save as CSV (not XLSX)
  3. Use UTF-8 encoding
  4. No empty rows between data
Error: "Missing required columns"

Required Columns:

  • reference_code
  • species
  • breed
  • sex
  • farm_name

Check spelling matches template exactly (case-sensitive).

Testing Workflow Issues

Cannot Order Test

Error: "Animal not eligible"

Possible Causes:

  • Wrong species for test (e.g., sheep test selected for cattle)
  • Animal too young or too old for test type
  • Recent test already completed

Solution: Select appropriate animal or different test type

Test Stuck in "Pending Payment"

Paid but status not updating

If Paid via EFT/Bank Transfer:

Requires admin verification (1-24 hours)

Ensure:

  • Used exact reference (TEST-YYYY-XXXX)
  • Paid correct amount
  • Uploaded proof of payment

If >24 hours, contact admin with reference number

Results Taking Too Long

Expected Turnaround Times:

Test Type Expected Time
Pregnancy Test 2-3 business days
Brucellosis 3-5 business days
TB Test 5-7 business days
DNA Profile 7-10 business days
Blood Panel 2-3 business days

If Exceeding Expected Time:

  1. Check test status:
    • "In Lab" = Lab processing
    • "Results Ready" = Admin reviewing
  2. Contact admin for update after expected TAT + 2 days
  3. Consider weekends, public holidays, sample quality issues

Cannot Download Certificate

Solutions:

  1. Verify test status is "Completed"
  2. Clear browser cache
  3. Try different browser
  4. Disable pop-up blocker
  5. Check PDF reader is installed
  6. Contact admin to email certificate directly

Marketplace Issues

Cannot Create Listing

Error: "Animal already listed"

Solution:

Cause: Animal has an active listing

  1. Go to My Listings
  2. Find existing listing
  3. Edit price/description OR
  4. Delete old listing and create new one
Error: "Missing required information"

Animal Must Have:

  • Complete profile
  • Farm assigned
  • Valid species/breed
  • No pending transfers

Update animal profile first, then create listing.

Cannot Purchase Animal

Error: "Animal no longer available"

Solution:

Cause: Sold to someone else while you were browsing

  1. Remove from cart
  2. Browse for alternative animals

Order Stuck in Processing

Order Status Meanings:

"Pending Payment" (Your action needed)

  • Complete payment
  • Upload proof if bank transfer
  • Contact admin if paid >24 hours ago

"Buyer Paid" (Admin verifying)

  • Normal: Up to 24 hours
  • If >48 hours: Contact admin

"Seller Paid" (Admin transferring)

  • Admin will transfer within 1-3 days
  • No action needed from you

"Transferred" (Complete)

  • Order complete!
  • Check Animals page for your new animals

Animals Not Transferred

Order shows "Transferred" but animals not in your list

Solutions:

  1. Refresh Animals page (F5)
  2. Check correct farm selected in filter
  3. Search by animal reference
  4. Clear browser cache
  5. Wait 5 minutes and retry

If still missing after 15 minutes: Contact admin with order reference

Payment & Financial Issues

Bank Payment Not Verified

Paid via bank but still showing pending

Checklist:

  • Used exact reference (case-sensitive)
  • Paid correct amount
  • Payment cleared (not pending in your bank)
  • Uploaded proof of payment
  • Waited at least 4 hours during business hours

If All Above True and Still Pending:

Contact admin with:

  • Payment reference
  • Bank reference number
  • Date/time of payment
  • Screenshot of bank confirmation

Wrong Amount Charged

Charged different amount than expected

Possible Causes:

Example:

Total: R 12,000 Bank transfer required: R 12,000 Verify cart total before checkout

Multiple Items:

Check cart for multiple animals or tests - may have added items accidentally

If Genuinely Incorrect:

  1. Take screenshot of cart/checkout
  2. Note reference number
  3. Contact admin immediately
  4. Don't make second payment
  5. Request refund if overpaid

Refund Requests

How to Request Refund:

  1. Contact admin via email
  2. Provide:
    • Payment reference
    • Reason for refund
    • Bank details (if not on file)
  3. Wait for admin approval
  4. Refund processed to bank (3-5 days)

Valid Refund Reasons:

  • Service not delivered
  • Duplicate payment
  • System error
  • Cancelled order

Lab Issues

Cannot Upload Results

Error: "Sample not found"

Solution:

  1. Verify sample ID spelling
  2. Check sample assigned to your lab
  3. Search by test order reference
  4. Contact admin to verify assignment
Error: "Results already submitted"

Solution:

Cause: Results already uploaded for this sample

Contact admin to:

  • View existing results
  • Request permission to update
  • Delete duplicate if error
Error: "Required field missing"

Complete All Mandatory Fields:

  • Test date
  • Result (Positive/Negative or values)
  • Sample quality check
  • Lab technician name
  • Lab notes

Sample Not Showing

Solutions:

  1. Check filters:
    • Status: All
    • Date range: Expand range
    • Test type: All
  2. Search by sample ID or test reference
  3. Verify sample assigned to your lab
  4. Contact admin if sample should be there

General System Issues

Page Not Loading

Solutions:

  1. Check internet connection
  2. Refresh page (F5 or Ctrl+R)
  3. Clear browser cache (Ctrl+Shift+Del)
  4. Try different browser
  5. Check if system maintenance in progress

Slow Performance

Solutions:

  1. Close unnecessary browser tabs
  2. Clear browser cache and cookies
  3. Check internet speed
  4. Try during off-peak hours
  5. Use wired connection instead of WiFi
  6. Disable browser extensions temporarily

Common Error Messages

Error: "Session expired"

Cause: Logged in too long or timeout

Solution: Click OK and login again

Tip: Save work frequently

Error: "Database error"

Cause: Temporary system issue

Solution:

  1. Wait 2 minutes
  2. Refresh page
  3. Try again
  4. If persists, contact admin/IT

Browser Compatibility

Recommended Browsers:

  • ✅ Google Chrome (latest version)
  • ✅ Mozilla Firefox (latest version)
  • ✅ Microsoft Edge (latest version)
  • ✅ Safari (latest version)

Not Supported:

  • ❌ Internet Explorer (any version)
  • ❌ Older browser versions

Frequently Asked Questions

Q: Is my data safe?

A: Yes! FarmSure uses encrypted connections (HTTPS), secure password storage, regular backups, role-based access control, and activity logging. Your data is protected and private.

Q: Can I use FarmSure on my phone?

A: Yes! FarmSure is mobile-responsive. Access via mobile browser at farmsure.com. All features are available and optimized for small screens.

Q: How do I change my password?

A: Go to Profile → Change Password. Enter your current password, new password, and confirm. Click Update.

Q: Can I have multiple farms?

A: Yes! No limit. Add farms via Farms → Add New Farm. Each farm can have different locations and animal groups.

Q: How many animals can I register?

A: Unlimited. No restrictions. Register as many animals as you need.

Q: Can I delete an animal?

A: Yes, BUT:

  • If no transaction history: Full delete
  • If has tests/sales: Marked inactive (preserved)
  • If sold: Cannot delete (ownership transferred)

This preserves data integrity and history.

Q: How long until test results?

A: Depends on test type (2-10 business days from collection date). Pregnancy: 2-3 days, Disease screening: 3-5 days, TB: 5-7 days, DNA: 7-10 days, Blood work: 2-3 days. Excludes weekends/holidays.

Q: Are certificates official?

A: Yes! Certificates include lab license number, SANAS accreditation, digital signatures, and QR verification. Valid for regulatory purposes, accepted for sales, exports, and breeding.

Q: How long does a marketplace sale take?

A: Timeline: List animal (immediate) → Buyer purchases (varies) → Payment verification (1-24 hours) → Seller paid (1-24 hours) → Transfer (immediate). Total: Typically 1-3 days once buyer found.

Q: Can I get invoice/receipt?

A: Yes! Every transaction includes a digital receipt viewable in Payments and downloadable as PDF. For VAT invoice, contact admin.

Contact & Support

Getting Help

  1. Check this troubleshooting guide first
  2. Try suggested solutions
  3. If still stuck, contact support with:
    • Your username (NOT password)
    • Reference numbers (TEST-XXXX, MKT-XXXX)
    • What you were trying to do
    • What happened instead
    • Error message (exact text)
    • Screenshot if possible

Support Contact Information

Email: support@farmsure.com

Phone: [Phone Number]

Response Time: Within 24 hours

Business Hours: Mon-Fri 08:00-17:00 SAST

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🔧 FarmSure - Troubleshooting Guide

Common issues and solutions for the FarmSure platform.

Last Updated: November 11, 2025