Getting help and troubleshooting

Start with the help articles or the assistant. For anything they do not answer, write to the FoxTrack team from the Support button or by email.

1. Read the help articles at foxtrack.studio/help. There is one for every part of the app, and a search box. In the app, the question mark in the top bar opens a menu with Help articles at the top.
2. Ask the assistant (the chat button in the top bar, on Pro and Farm plans). It can explain any screen and look up your own orders, customers, products, expenses and stock, within the permissions your workspace has switched on.
3. Use the Support button (the question mark in the top bar, to the right of the bell). Below the Help articles link it has a small form with a Bug / Feedback switch, a message box, an optional screenshot you attach yourself, a checkbox to include diagnostics (browser, screen size, page, time), and a Private / Public switch. Private (the default) goes to the FoxTrack team only, with your email so we can reply, and order or customer details are fine. Public also posts it in the FoxTrack Discord, with your Discord username so others can join in; do not include private or customer information in a public post. After sending you get a Feedback ID to quote later.
4. Email info@foxtrack.studio, or join the FoxTrack Discord from the link at the bottom of the Support form.

Feature ideas belong on the public Roadmap page (linked from the marketing site), where you can vote on planned work. What changed recently is under What's new in the Support menu (the question mark in the top bar), which appears once there is a release note to show.

Usually it is your role, your plan, a missing sales channel or the wrong workspace.

• Members see every main page but cannot delete records from lists, cannot see Reports, and see Settings read-only. The Statuses and priorities, White labeling, Activity, Integrations, Data and Developer settings tabs only appear for owners and admins; Danger zone only for the owner. A member sees no assistant button until an owner or admin connects an AI provider. Ask an owner or admin to change your role under Settings → Team.
• Quotes and invoices work on every plan; on Free, 3 new quotes and 3 new invoices fit in a month. Reports, the assistant, Bridge and CloudSlicer3D need Pro or Farm. The Developer tab (API keys and webhooks) and white labeling need Farm. The page tells you when a plan is the reason and links to Billing. On Free and Pro, Fulfillment has no Queue / Planner switch (the Planner is Farm); More with Farm, just above Settings, opens Billing instead.
• Replenishment has its own row in the Stock section of the sidebar. It also opens from the Replenishment button on the Products page, which shows as soon as you have a product.
• If your data seems to have vanished, open the workspace menu at the bottom of the sidebar and check which workspace is selected.

The Free plan caps printers, spools, products, inventory items, quotes and invoices per month, orders per month, team seats and workspaces. Pro raises the caps on printers, spools, products, inventory items, orders and seats, and removes the monthly quote and invoice caps; a second workspace needs Farm, which removes most caps. When you hit one, FoxTrack tells you which limit it was and nothing is deleted. Either remove something you no longer need, or upgrade under Settings → Billing (owner only). Deleting does not help with the monthly quote and invoice caps. The monthly counts for orders, quotes and invoices reset at the start of each calendar month (UTC).

Stock moves when an order is saved, according to each line's product setting How orders use stock. A Made to order line takes filament grams and inventory from its bill of materials; a From stock line takes finished goods; a Hybrid line takes finished goods first and prints the rest.

Check these in order:

1. The line is linked to a product and variant (a free-text service line moves nothing).
2. The variant has a bill of materials or on-hand stock.
3. The From stock number on a Hybrid line.
4. Settings → Products and stock → Stock on new order lines, which decides whether new hybrid lines start automatic or at 0.

Stock never goes negative, and re-saving an order reverses the previous movement before applying the new lines. To see exactly what moved a count, press History on the spool, the inventory item or the product's variant: each change is listed with its order or run. A spool that reads Out of stock while it is full has its grams promised to open orders; the Filament page shows both figures.

An item status moves the whole order only if it is linked to an order status under Settings → Statuses and priorities, in the Moves order to column. A finished item status (Packed, or whatever you turned Counts as finished on for) moves the order only once every line on the order is finished. The order only ever moves forward on its own; moving a line back never pulls the order back. Leave a status on Auto with no matching column name to switch it off.

Numbers are assigned when a record is saved, from the prefix and next number in Settings → Numbering, padded to at least four digits. A gap appears when a save was started and abandoned, or when the counter was moved. FoxTrack never issues a duplicate: when a number is already taken it skips to the next free one. Owners and admins can change a prefix or move a counter forward at any time; lowering a counter is only accepted if no document already uses a number at or above the new value under that prefix, and the error names the lowest safe value.

The send dialog needs a customer with an email address. Open the invoice, make sure a customer is selected in the Bill To field, and add an email to that customer under Customers if it has none. The email's words and its CC, BCC and reply-to default from Settings → Documents → Invoice email; a CC or BCC address that is not a complete email address stops the send. If the message says sending is paused, the workspace reached its limit of 100 customer emails an hour or 300 a day; try again later. If it says the mail service refused an address, that address is mistyped or does not exist: correct it and send again. The PDF is generated on the server when you send; if that fails, wait a moment and try again, then report it with the Support button and the invoice number.

Find the message or symptom you see below; each says what to change. Most of the fixes are under Settings → AI.

• The assistant button is missing: the workspace is on the Free plan (Pro or Farm is needed), or you are a member and no AI provider is saved yet. An owner or admin connects one under Settings → AI.
• Connect an AI provider to use chat: no provider is saved yet. An owner or admin sets one under Settings → AI.
• Chat is turned off in AI permissions: switch on Use chat under Settings → AI → Permissions. That card has five switches: Use chat, Analyze images, Offer drafts, Share business data and Share customer data. Orders, quotes, invoices, products, expenses, stock and printers all sit under Share business data; customer names and contact details are Share customer data. The assistant tells you when one is off.
• A permission is off in a reply: the same Permissions card. Owners and admins only.
• Rate limit / 429: your provider's own limit. Wait, or check your plan with the provider. Free provider tiers allow only a few requests a minute, and one chat message can use several.
• Couldn't reach your local model server: the server is not running at the base URL saved in AI settings, or browser access (CORS) is off. For LM Studio, turn on CORS in the server settings; for Ollama, set OLLAMA_ORIGINS before starting it. A local server on another machine must use an https address.
• Replies describe records you do not recognize: the model is too small or the server ignores tool calls. Use a larger model.
• The model did not look anything up: the model has no tool calling. Run Test connection under Settings → AI and pick another model.
• The AI provider refused the API key / could not find that model: an owner or admin replaces the key or fixes the model name under Settings → AI.

• Forgot your password? Use Forgot password on the sign-in page and a reset link is emailed to you. Accounts created with Continue with Google sign in with Google.
• An invite link that says it is not valid, expired or revoked no longer works: links expire after 7 days, work once, and an owner or admin can revoke one. Ask an owner or admin to generate a new one under Settings → Team. Sign in (or sign up) first, then open the link.
• A workspace must always keep at least one owner, which is why removing or demoting someone can be refused.
• If you lost the phone with your authenticator app (two-step verification), press Use a recovery code (under Lost your phone?) on the Enter your code screen and type one of the codes you saved. Without one, email info@foxtrack.studio from your account email and FoxTrack will help you back in.
• A new password needs at least 8 characters, so a shorter one is refused as too short. An older, shorter password still signs you in.
• If you are signed in but see the wrong data, check the workspace menu at the bottom of the sidebar.

Reports include revenue and customer spend, so they are only shown to workspace owners and admins, and they need a Pro or Farm plan. Members see a notice that Reports are for owners and admins; ask an admin to change your role under Settings → Team if you need them.

Reload the page first. Anything you already saved is kept on the server, but text you typed and had not saved yet may be lost. If a page stays blank or shows an error, send a bug report with the Support button and leave Include diagnostics checked, which tells the team the page, browser and time. The theme (Paper, Forest, Ink or Dusk) is a per-device choice under Settings → Account → Appearance; it is stored in your browser, so another device or a cleared browser starts back on Paper.