This article covers common issues with templates in Uptick, including email templates, document templates, dynamic forms, and action groups. For guidance on editing template HTML or structure, see the Managing and Editing Document Templates article.
Email Template & Bounce Issues
If notification or dispatch emails are bouncing or failing to deliver:
Email bouncing back to sender: A bounce typically means the recipient's email address is invalid, the mailbox is full, or the recipient's server is rejecting messages from Uptick. Check the email address on the client or contact record is correct and active. Ask the recipient to check their spam or junk folder, as Uptick emails can sometimes be filtered.
Corporate email systems blocking Uptick emails: Some organisations use strict email filtering that blocks messages from third-party platforms. Ask the recipient to whitelist the Uptick sending domain.
Email not arriving at all (no bounce, no delivery): Check that the email address on the record is correct and that no dispatch errors appear on the relevant task, invoice, or quote. If the issue persists across multiple recipients, contact [email protected].
Email template content incorrect: If the wrong information is appearing in a notification email (e.g. wrong company name, missing fields), check the email template configuration under Control Panel > Email Templates. Template variables must be correctly mapped to the relevant data fields.
Document Template
If a generated PDF document is showing incorrect, missing, or unexpected content:
Missing a Document template option in the dropdown (for example, "Sales Quote (Totals only)": Go to Control Panel > Document Templates and add the totals only template to your workspace.
Fields missing from the generated document: Fields only appear on a generated document if they have data populated on the task. Check that the underlying record (task, quote, asset) has data in that field.
Formatting looks different to the template preview: The on-screen template editor and the generated PDF can differ in spacing and layout. If this causes issues for your clients, please reach out to Uptick Support team.
Dynamic Form Issues
If a dynamic form is not behaving as expected — not displaying correctly, failing to submit, or not updating status — check the following:
Form not appearing on a task: Dynamic forms are added to the tasks via actions. Please review your action template or add a new action to the task.
Form fields not saving or submitting: Check for any required fields that have not been completed — forms cannot be submitted until all mandatory fields are filled. If all fields appear complete but the form still will not submit, try refreshing the page or a different browser.
Dynamic form not performing correctly (unexpected behaviour): If a form is behaving inconsistently or producing unexpected results, contact [email protected] and include a link to the affected form template and the form response with the issue, along with a description of the problem.
Action Groups
Action group not appearing on a task: Confirm the action group is active and correctly assigned to the relevant task category. Go to Control Panel > Action Groups and verify the configuration. If it was recently created or updated, it will only apply to new tasks and will not be retrospectively updated on the existing tasks.