Something is wrong

Something is wrong

Find your symptom below. Each one links to the procedure that fixes it, and says who can do it — several need a Team Admin or System Admin rather than the person who noticed.

Detailed procedures live with the code rather than here, because they're read with a terminal open. This page is the way in.

A candidate is affected

Symptom	Who fixes it	Where
"I paid" but the app says Unpaid	Session Manager	Square payment not recorded
A candidate got no email, or one with a blank link	Session Manager	Candidate did not get email
Money arrived that matches nobody	Session Manager	Unmatched Payments in the app — usually they paid from a different address
Passed weeks ago, still no call sign	Nobody, usually	Applicant Status. The FCC is slow; the app is already chasing the fee

A session is affected

Symptom	Who fixes it	Where
A VEC filing came back Unknown	Session Manager	ARRL filing unconfirmed — ⚠️ do not submit again first
The filing page says ExamTools hasn't closed the session	Session Manager	Close it in ExamTools. Marking it completed here is not the same thing
A walk-in isn't showing up	Session Manager	Register them in ExamTools, then press Refresh candidates
No Zoom link or Discord event	Team Admin	Those integrations are optional — check whether the team has them configured

Everything is affected

Symptom	Who fixes it	Where
Sessions stopped appearing, emails stopped going out	Team Admin → System Admin	Worker not processing. Check Job History first — if it's gone quiet, that's the sign
Every integration suddenly fails to authenticate	System Admin	Key ring problems — ⚠️ never fix this by re-entering credentials
The site is down or a release broke something	System Admin	Roll back a release
The FCC itself is stalled, and reminders are nagging people	Team Admin	FCC Status in the app — suppress the reminders, then tell candidates directly

Two warnings worth reading before you need them

Never press "Submit to VEC" twice after an Unknown. The VEC cannot de-duplicate and there is no unsend. A missing receipt is not proof that nothing was filed.

Never re-enter credentials to fix an authentication failure. If the cause is the key ring, doing that encrypts them under the wrong key and destroys the originals permanently.

Still stuck

File an issue with what you saw and what you expected. If it's a security problem, use SECURITY.md instead — not an issue.

Next steps

• Session Manager — how the normal path is meant to go
• Roles and permissions — whether you can fix it yourself
• All runbooks — the full operational index, including deployment