Common Issues

Start with the visible error message in EasyBill. Then use the matching section below.

I cannot sign in

1. Confirm your internet connection is working.
2. Confirm you are using the correct EasyBill link or app.
3. Re-enter your email or phone number.
4. Re-enter your password.
5. Use Forgot Password if you need a reset.
6. Ask your company admin to confirm your account is active.

I cannot see a menu item

1. Confirm you are in the correct company.
2. Confirm you are in the correct workspace: water, real estate, or short stay.
3. Refresh the app.
4. Sign out and sign back in if the menu still looks wrong.
5. Ask an admin to review your role and permissions.

A customer or meter is missing

1. Open Customers and search by name, phone, or account reference.
2. Open Meter List and search by meter number or customer name.
3. Clear filters such as Active or Inactive.
4. Check the customer’s details tab for linked meter information.
5. Add the record only after confirming it does not already exist.

A reading looks wrong

1. Open Meters.
2. Open Anomalies, Zero, or Long Unread.
3. Open the record.
4. Compare the value, photo, previous readings, and meter number.
5. Correct the reading only if your role allows it.
6. Add a note or escalate if the reading cannot be confirmed.

A bill is missing

1. Open Bills.
2. Select Water Bills.
3. Clear search and status filters.
4. Adjust the date range.
5. Check Unread Meters for missing readings.
6. Check the customer record to confirm the account and meter are linked.
7. Ask an admin to review billing settings if the bill still does not appear.

A payment is missing

1. Open Money.
2. Select Payments.
3. Clear search and filters.
4. Adjust the date range.
5. Search by customer, account, amount, method, or reference.
6. Open the customer or tenant record and review payment history.
7. Record the payment only after confirming it is not already present.

A manual payment will not save

1. Confirm the customer or tenant is selected.
2. Confirm the amount is entered.
3. Confirm the payment method is enabled in Settings > Payments.
4. For M-Pesa, enter the reference code if required.
5. For cheque, enter cheque details if required.
6. Attach proof if the company settings require it.
7. Try saving again.

Notifications are not being sent

1. Open Settings.
2. Open Notifications.
3. Confirm the channel is enabled: WhatsApp, SMS, or Email.
4. Open SMS Balance if SMS is the channel.
5. Confirm the customer has the correct phone or email on their record.
6. Retry the related bill or payment action.

I need to report a service issue

1. Open the relevant service request, complaints, or support screen if your company has enabled it.
2. Select the add action.
3. Enter the customer, property, meter, unit, or issue details requested by the form.
4. Add a clear description.
5. Attach a photo if needed and available.
6. Save the request.

When to contact support

Contact your company admin first for account access, roles, rates, billing policy, and customer data. Contact EasyBill support only when the app itself shows a technical error or your admin cannot resolve the issue.