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Troubleshooting

Fix common issues with agents, email, billing, and login.

Verification email not received

  • Check spam/junk and promotions folders.
  • Click Resend on the dashboard banner.
  • Ensure your mailbox accepts mail from noreply@allocentra.co.za.
  • Corporate filters may block new senders — ask IT to allowlist the domain.

Agent shows offline

  • Confirm the device has internet and can reach api.allocentra.co.za on port 443.
  • Restart the agent service on the device.
  • Reinstall using a fresh installer from Add agent.

Can't log in after trial

Your workspace may be locked. An admin must update payment at Settings → Billing.

SSO login fails

See the SSO guide — most issues are mismatched email / NameID or missing users in the workspace.

Inbound email not creating tickets

  • Confirm the sender is forwarding to your full token@ticket.allocentra.co.za address from Settings → Ticketing → Email.
  • Check spam filters are not stripping forwarded mail.
  • Replies must include the [#REF] tag to thread — new subjects create new tickets.
  • See Ticketing → Email-to-ticket for Gmail/365 setup.

Playbook run failed or skipped steps

  • System templates ship with placeholder bundle/policy IDs — create resources in Software and Patches first, or expect skips.
  • MSP client playbooks require a client selection; Internal IT fleet playbooks need no client.
  • Review step results under Onboarding → Recent runs. See Onboarding playbooks.

Report stuck generating

  • Large date ranges or big fleets can take a few minutes — refresh the Reports page.
  • Client-scoped reports need a valid client (Internal IT uses your organisation automatically).
  • Scheduled reports: use Run now in Settings → Reports to test. See Reports & QBR.

UniFi network integration fails

See the full Ubiquiti UniFi guide. The most common mistake is using a local UDM Integrations key or a *.id.ui.direct hostname — use Cloud (Site Manager) mode with an API key from unifi.ui.com and leave Console ID blank.

Still stuck?

Contact support@allocentra.co.za with your workspace name, the page you were on, and any error message. Include screenshots if possible.