What to do when work is missing, a date looks wrong, a button is not there, or a code is refused.
A client's work is missing. Check that the client is active (not a prospect, paused or ceased), that the service has started, and that the period's due date falls within the planning horizon (step 2.2). Work for periods due before the service's start date is never created. Year-end work beyond the horizon is planned nearer the time.
A due date looks wrong. Open the service in the catalogue and read its rule (step 4.2), then the client's own date or day on its service (step 6.2), and the client's financial year end. A date changed by hand on a piece of work is marked ✎ and does not follow the rule.
The Complete button is not there. Work that needs review is completed by its reviewer, or by a manager who did not prepare it. The person responsible sends it for review instead. Check that the work has a reviewer.
A code from the authenticator app is refused. Each code works once, and step-up needs a code from the app, not a recovery code. Wait for the next code and try again; check that the phone's clock is set automatically.
Someone cannot sign in. They may have used up their temporary password, or lost their phone. An owner or practice administrator can reset their two-factor (Users & roles → Reset 2FA) after confirming who they are.
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