Dashboard & navigation: troubleshooting

Fixes for common problems with the Dashboard, the Menu and search. For how they work, see Dashboard & navigation; for step-by-step instructions, see Dashboard & navigation: how-to.

Panels have disappeared, or I can only see one panel

Why it happens: focus mode is on. It shows one panel at a time: the one you last picked in the Menu. A minimised Menu or a zoomed-in browser can make this look worse.

How to fix it: open the Menu and click the highlighted focus icon to turn focus mode off. If the Menu is a strip of icons, click maximise. If everything looks too big, reset your browser zoom (Ctrl+0, or Cmd+0 on a Mac). See Turn focus mode on or off.

A panel or Menu item is missing

Why it happens: COHO hides items that don’t apply to you:

• your role doesn’t include view permission for that area (for example, Finances and Transactions are hidden for the credit-control roles);
• the service isn’t switched on for any property. Maintenance needs Maintenance; Viewings, Availabilities and Leads need Tenant Find; Rent Collection and Recurring Items need Rent Collection; Inspections and Property Access need those services;
• Rent Review and Deposits only appear once you have a property;
• on a room, some items need a tenancy, and most are hidden on a deactivated room.

How to fix it: ask an organisation admin to check your role in the Users panel, or switch the service on for a property in its Services panel. If Finances is missing for an admin, contact COHO support.

My properties aren’t showing on the Dashboard

Why it happens: the Properties panel has filters. Actions only shows just properties with outstanding actions, and deactivated properties only show with Inactive. Search text or tags can also hide properties, and a long list shows only the first properties until you switch on Show all.

How to fix it: in the Properties panel, clear the search and tags, and switch Actions only off. Switch Inactive on to see deactivated properties; open one and click Activate to bring it back. See Properties & rooms.

The Dashboard shows Explore COHO instead of the numbers

Why it happens: Explore COHO replaces What is going on today? until someone in your organisation removes it.

How to fix it: click the settings cog on Explore COHO, switch on Permanently remove Explore panel and click Save. See Finish or remove Explore COHO.

What is going on today? isn’t shown at all

Why it happens: you don’t have view permission for any of its areas (Onboarding, Viewings, Leads, Maintenance, Actions, Rent Collection, Transactions or Property Marketing). You may still see the daily tip.

How to fix it: ask an organisation admin to check your role.

A Dashboard number doesn’t match the panel

Why it happens: the numbers are saved for a while: up to 10 minutes for most tiles and up to an hour for Payments. The panel you open may also be filtered differently: for example, Maintenance and Onboarding panels can open on Mine & Unassigned, Transactions shows a date range and only 10 lines at first, and the tile may have tags or Yours only set.

How to fix it:

1. Click Refresh under What is going on today?.
2. Check the tile’s icons: the tag icon is filled if tags are set, and one person means Yours only.
3. In the panel, set the person filter to everyone, clear property filters, and widen any date range.

Unreconciled shows a number but Transactions looks empty

Why it happens: Unreconciled counts every bank transaction not yet assigned, from any date, including payments that aren’t rent. Transactions opens on a recent date range.

How to fix it: in Transactions, widen the date range as far back as it goes, filter to unmatched or partly matched, and show all rows. Match, exclude or snooze each one. Snoozed transactions aren’t counted. See Transactions.

The Maintenance To action number is higher than I expected

Why it happens: To action includes every newly reported issue, issues waiting on you, and issues whose on-hold, scheduled or parts date has passed. It counts the whole organisation unless Yours only is on.

How to fix it: click New and In progress to see the breakdown, then move or close each issue. See Maintenance.

Availabilities shows rooms I think are let

Why it happens: Available counts rooms with an availability date of today or earlier and no future tenancy. A room with no tenancy, or a tenant with a move-out date, is available unless you change it. Unavailable includes empty rooms not yet marked available.

How to fix it: open the room’s Availabilities panel and change its availability, or add the tenancy. See Viewings, Availabilities & Leads.

The Actions tile shows actions I don’t need

Why it happens: compliance actions are created for certificates that haven’t been added, or are expiring, on services that are switched on.

How to fix it: add the certificate, snooze the action, or switch that compliance service off for the property with its settings cog. See Actions and Compliance.

Yours only shows numbers that look wrong

Why it happens: Yours only counts items assigned to you. Unassigned items aren’t included, and the number may be up to 10 minutes old.

How to fix it: click Refresh. Assign items to yourself in the panel if they should count as yours.

Search can’t find something

Why it happens: search covers buildings, properties, rooms, tenants, access codes, owners, maintenance job numbers, viewings, leads and tags. It doesn’t find:

• messages or the words in them;
• suppliers, transactions, payments or actions;
• deactivated or deleted properties and rooms, or tenants in them;
• archived leads;
• part of an email address (type the whole address);
• anything in an area you can’t view.

You also need at least three characters, or two digits.

How to fix it: use the Message Centre search for messages, and the panel’s own search for suppliers, transactions and actions. For deactivated properties, use Inactive on the Properties panel. For a maintenance issue, type its job number, for example M194.

I can’t switch to my other organisation

Why it happens: customers can’t switch organisations in COHO at the moment. A login that belongs to several organisations opens its home organisation: the one you own, or else the one you joined first.

How to fix it: use a different email address for each organisation, or contact COHO support.

I can’t see my owner, supplier or tenant view

Why it happens: your profile menu only lists dashboards for roles linked to the email address you’re logged in with.

How to fix it: click your picture (top right) and choose the dashboard. If it isn’t listed, ask the manager who invited you to use the same email address you log in with. See Switch between dashboards.

Only Your Account is shown, or COHO keeps sending me to payment details

Why it happens: your organisation’s COHO subscription needs paying. Until the first subscription payment, every page goes to payment details. If later invoices are missed, the account is suspended and only Your Account is shown: “Your account has been temporarily suspended due to missed payments.”

How to fix it: an organisation owner or admin pays the outstanding invoice in Your Account, or adds a payment method. If you’re having difficulty paying, contact COHO support.

A tenant or applicant has contacted COHO instead of you

Why it happens: some tenants don’t realise COHO is the software you use.

How to fix it: tell tenants to message you from the speech-bubble icon in My COHO, or from their onboarding or viewing. COHO support will point them back to you.

The app shows “We tried really hard”

Why it happens: the app couldn’t reach COHO, usually because of a poor connection.

How to fix it: check your connection and tap Retry connection. If it keeps happening, tap Report issue and tell COHO what happened.

Error messages

Message	What it means	What to do
“There are no properties within that filter.” (or “…no inactive properties…”)	The Properties panel’s filters hide every property	Clear search and tags; check Actions only and Inactive
“Sorry. We couldn’t find anything.”	Nothing matched your search	Check the spelling, type the whole email address, or see Search can’t find something
“Search error. We could not load your results.”	Search failed	Try again in a moment
“Your COHO account has no valid payment method. Set one now to avoid disruption to your account.”	No payment method for your subscription	Click Add now
“You have [amount] of unpaid invoices.”	Subscription invoices are unpaid	Click View details and pay
“Your account has been temporarily suspended due to missed payments.”	The account is locked until paid	Pay in Your Account, or contact COHO support
“You do not have access to onboarding, but you can still open the settings (cog icon)”	Your role can’t view onboardings	Ask an admin to check your role
“You do not have permission to view [area] for this organisation”	A tile or panel needs a permission you don’t have	Ask an admin to check your role