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Use this page when something did not work. Entries are grouped by area and named after what you see. Each one says why it happens, what to do, and which page explains the topic in full. The console shows its messages in the language you chose. This page quotes them in English, in bold, exactly as the console writes them.
Many problems come from access. A person’s access has three parts: permissions, locations and warehouses. No role includes inventory, orders, approvals, delivery or report permissions, not even Owner. When a screen is empty or refuses an action, check Roles and permissions first.

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Before you contact support

Collect this before you write, so the team can find the problem on the first reply:
Never send a password, a verification code, a full API key or a patient reference (patientRef, care references or anything that identifies a patient). Do not send screenshots that show them either. Support never asks for them.

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Sign-in and access

What you see: an entry such as Orders, Order approvals, Deliveries, Reports or Team is missing from the menu.Why: the console shows those five entries only to people who can use them.The other entries (Home, Locations, Warehouses, Catalog, Inventory, Replenishment, Stock corrections) are shown to everyone, but their content still depends on your permissions.What to do:
  1. Ask a person who manages the team to open Team, select your name and tick the permission you need. An Owner does this on their own page.
  2. Reload the page after the change.
  3. On a phone, open the menu with the menu button in the top bar.
If you typed or pasted an address and see This page doesn’t exist, the address is wrong. Select Back to home and use the menu.See Roles and permissions and Team.
What you see: one of these messages.Two more messages are about sites, not permissions:
  • You have no warehouses assigned. Ask an administrator for access. Your Warehouse access is empty, so no stock can appear.
  • You have no locations assigned. Ask an administrator for access. Your Location access is empty, so no orders can appear.
Why: muveya checks every request on the server against your permissions and your locations and warehouses. Something outside your locations or warehouses answers as if it did not exist, for example This record is not available in the active dental clinic account. or This order does not exist or you cannot see it.What to do: ask a person with Manage team access to grant the permission, or the location or warehouse, in Team. Changes apply from your next action. If Stock alerts or Counts only show their loading message, you are missing View inventory. Adjust and count stock does not include View inventory: people who correct stock need both.See Roles and permissions.
What you see:
  • This dental clinic is no longer available to your account. Choose another clinic. when you select a clinic on Choose a dental clinic.
  • No dental clinics available with Your account has no active dental clinic access. Ask an administrator to review your invitation or membership.
  • We could not load your dental clinics with a Try again button.
Why: your membership in that clinic ended (you were suspended or removed) after the list was loaded, or you have no active membership at all. You may also not have accepted your invitation yet. Suspended and removed memberships are not listed.What to do:
  1. Choose another clinic, or select Try again if the list did not load.
  2. If you should belong to the clinic, ask a person who manages its team. A suspended person can be reactivated with Reactivate access; a removed person needs a new invitation.
  3. After a reactivation, sign in again.
If another tab switched the clinic, you see The active dental clinic account changed in another tab. Nothing you were entering here was sent: check it in this account before you continue. or The active dental clinic account changed. Reload the page before trying again. Reload the page and check which clinic is active before you repeat the action.See Sign in.
There is no “forgot password” screen yet. Write to team@muveya.com from your account email. If you created your account with Google, keep using Continue with Google: that account has no muveya password.See Sign in and Account security.
For the invited person: check the spam folder. The email is titled You’re invited to a clinic on muveya. Only the newest email works.For the person who invites: Invitation created for only means muveya is sending the email; it never confirms delivery. On Team, under Pending invitations:
  • Resend invitation sends a fresh 24-hour link and cancels the previous one. You can resend once a minute; until then the row shows You can resend it from and a time.
  • An invitation whose Expires time has passed stays listed and still blocks a new invitation to that email. Resend it or revoke it.
See Team.

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Catalog

What you see: you have Import CSV and Export CSV on Catalog, but the upload or the export answers Your account does not have permission for this action.Why: the buttons appear for anyone with catalog.manage (Manage the catalog), but muveya only accepts a CSV import or export from a member whose role is Owner or Administrator. A Member with Manage the catalog is refused.What to do: ask an owner or administrator to import or export the file, or ask an owner to change your role to Administrator. Meanwhile you can still create and edit supplies one by one.See Import and export.
Build the corrected file with only the rejected rows. Imported supplies start as drafts: activate each one before it can be ordered or received. There is no list of past imports, so keep the address of the Import status page.See Import and export.
What you see: on an order draft, Add supply answers The record changed or already exists. Review it before trying again.Why: the supply has a cost that is not confirmed for its current unit (cost state review_required or invalid, code catalog.cost_unverified). muveya refuses to copy a cost that may be counted in the wrong unit. The order screen shows the generic message.What to do:
  1. Ask someone with Manage the catalog and View supply costs to open the supply in Catalog.
  2. If the cost shows Needs confirmation for the current unit., they check the amount and select Save cost in Supply cost to confirm it for the current unit.
  3. If it shows The previous cost data needs review., write to team@muveya.com with the SKU.
  4. Add the supply to the order again.
A supply with no cost at all (Not set) can be ordered; it just adds nothing to the order value. Other messages on the same form: The unit of this supply has not been reviewed in the catalog yet. (the unit is not fixed) and This supply is not active in the catalog.See Costs.

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Inventory

What you see: This supply needs its lot, serial numbers or expiry date to be received. Check them and receive again. Nothing was received.Why: the supply tracks lots, serial numbers or expiry dates, and one of them is missing or invalid:
  • Lot number is empty or blank.
  • Expiry date is missing or earlier than today (UTC). A past date is always refused.
  • Serial numbers do not match the quantity: you need exactly one serial per base unit received (the count multiplied by the presentation’s content), with no blanks and no repeats. The field is a single line: separate serials with commas, because Enter submits the form.
What to do: check the package and correct the fields, then press Receive again. A product whose expiry date has already passed cannot be received.A different message names serial numbers, for example These serial numbers were already received for this supply: SN-0042. A serial number identifies one unit: check the package, or correct the original box with an adjustment. Each serial identifies one unit across every box of the supply, in any status. Check the serials against the package; if an earlier box was recorded wrong, see Corrections.See Receive stock.
Why: the scan screen shows this same message whenever the lookup fails:
  • the code does not exist in your dental clinic, or does not match exactly (upper and lower case count; spaces at either end are ignored);
  • the box is in a warehouse outside your Warehouse access;
  • you do not have View inventory;
  • the connection failed.
muveya never tells whether a code exists in a warehouse you cannot see.What to do:
  1. Compare the code with the printed label and type it by hand.
  2. Check that you are in the right dental clinic.
  3. Open Inventory: if it shows Your account does not have permission for this action. or You have no warehouses assigned. Ask an administrator for access., ask for access in Team.
  4. Check your connection and try again.
A scan on the pick screen that answers That code is not reserved for this order. Check the label and scan again. is a different case: see Pick and dispatch.See Boxes and labels.
What you see: the box screen says This box is closed and takes no further movements. and offers no forms.Why: only Active boxes take movements. The status is under the box code:An expired box that still says Active. A box does not change status when its expiry date passes. From the day after that date (UTC), using or moving it answers The record changed or already exists. Review it before trying again., separating it answers This box has expired and cannot be separated., and orders never reserve it. With Adjust and count stock, open Take the box out of use and choose Mark as expired (or Dispose).To dispose of a box that is already quarantined or expired, write to team@muveya.com: the console offers that action only for active boxes.See Boxes and labels and Inventory overview.
What you see: after Record correction, Sent for approval. Another person with permission to correct stock must approve it. The box’s On hand did not change.Why: the quantity is above the approval threshold for that supply at that warehouse. Without a threshold set it is 100; a threshold set in the minimum form (0 to 100) lowers it; a supply marked as high value always needs approval.What to do:
  1. Ask another member with Adjust and count stock and access to that warehouse to open Stock corrections and select Approve or Reject. You cannot decide your own request (You cannot approve your own request.).
  2. If it is no longer needed, select Withdraw on your own request.
A rejection reason is stored but not shown on the list.See Corrections.
What you see: on Stock, a box’s Available is below zero.Why: Available is On hand minus Reserved. A loss correction or a use lowered what the box holds, but units the box holds for approved orders stay reserved. muveya never invents stock to cover them, so the negative number is the shortfall those orders face. Replenishment counts that box as zero usable units.What to do:
  1. Open the box and read its Movements to see what lowered it.
  2. If the units are really on the shelf, record a correction with Add to the record (it may need approval).
  3. If the units are really missing, the order that relies on the box cannot be dispatched with it (dispatch answers A picked box holds more than this order takes…, even though the box holds less). Write to team@muveya.com with the order number and the box code.
See Corrections and Inventory overview.

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Orders and approvals

What you see: the order shows Submitted and The order is moving to its next step. This screen refreshes by itself in a few seconds., but it never moves on. People who manage the policy may also see No approval policy yet: submitted orders wait until one is published on Home.Why: your dental clinic has never published an approval policy. Without one, muveya approves nothing and does not ask anyone to decide. Submitted orders are picked up only when muveya processes the clinic’s submissions, which happens each time someone submits an order.What to do:
  1. Someone with Manage approval rules opens Order approvals, then Approval policy, and publishes a policy: rules, or Publish without approvals under No approval required.
  2. The orders already waiting move on the next time anyone in your dental clinic submits an order.
  3. If an order still shows Submitted a while after that, write to team@muveya.com with the order number.
See Approval policy.
What you see: your order is not in Order approvals. Opening it shows You requested this order, so another person has to decide it. and no form, and the order says You requested this order, so another person has to approve it. If a decision reaches muveya anyway: You requested this order, so you cannot decide it.Why: separation of duties. The requester can never approve or reject their own order, whatever their permissions. The attempt is recorded in the audit log.What to do: another person with Decide approvals and access to the order’s location must decide it. Make sure every location has at least one such person besides its usual requesters. Approvers must also be granted Decide approvals explicitly: no role includes it.See Order approvals.
What you see:
  • Someone decided or changed this order a moment ago. The screen now shows the latest version; review it before deciding.
  • This order is no longer waiting for a decision. The screen now shows where it is.
  • That stage is not part of this order’s approval plan.
Why: muveya records a decision only against the version of the order your screen loaded. Another approver decided first, the requester cancelled it, or you had already recorded a different decision on that stage. A decision cannot be changed afterwards, not even by the person who made it.What to do: read the refreshed screen. If the order still waits, choose the stage again and decide. If it was already approved, rejected or cancelled, nothing more is needed. The Decisions section at the bottom lists every decision.See Order approvals.
What you see: there is no Cancel order button, or cancelling answers The order is no longer at a step where this can be done.Why: only the requester can cancel, and only while the order is Draft, Submitted or Waiting for approval. From Approved onwards muveya refuses the cancellation, for everyone, including owners and administrators. Rejected, Cancelled and Closed are final.What to do: if an approved order must be stopped, write to team@muveya.com with the order number. If you only need to fix the header (location, destination, source or reason), cancel the draft while you still can and create a new order: the header cannot be edited.See Create and track orders.

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Deliveries

What you see: the order stays Approved with The order is moving to its next step. This screen refreshes by itself in a few seconds., it is not under To prepare, and the pick screen says No boxes are reserved for this order right now.Why: muveya reserves stock by itself when an order is approved, all or nothing. If any line cannot be covered by usable boxes, it reserves nothing and leaves the order Approved. Usable means Active, not past its expiry date, counted in the same unit as the order line, and in the source warehouse when the order names one in Take stock from. The reservation is tried again only when another order of your dental clinic is approved; there is no retry button.What to do:
  1. Check the stock of each supply on Stock and Replenishment.
  2. Receive or move the missing stock into a usable place.
  3. The order is reserved the next time another order of the dental clinic is approved.
  4. If it still stays Approved, write to team@muveya.com with the order number.
With Any central warehouse, the reservation can take boxes from any warehouse of the dental clinic: check Take from on the pick list.See Deliveries overview.
Nothing is dispatched until every picked box passes the check. A box outside your Warehouse access is refused only while dispatching, so boxes before it may already be in transit: ask a colleague with access to that warehouse to dispatch again. If a reserved box dropped off the list before you picked it (for example after a lot recall), the order can be dispatched without it: compare the list with the order lines first.See Pick and dispatch.
Why and what to do:A box in transit counts in neither warehouse and takes no movements.See Delivery and receipt.
Reception is whole-box: there is no received quantity. See Delivery and receipt.
What you see: no Close order button, or This order cannot be closed yet.Why:
  • The button is on the order’s tracking page, which needs View fulfillment as well as Close fulfillment.
  • Only Received and Partially received orders can be closed. A Delivery problem order cannot.
  • A box of the order is still In transit (see the entry above).
  • The destination location is outside your Location access, or your access is a list of locations that includes the origin location of a transfer between two locations.
What to do: check the order’s status and the Boxes table, ask for the missing permission or location, and try again later if a box is still in transit. Closing twice only says This order was already closed.See Delivery and receipt.

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WhatsApp

Why: the channel currently replies in Spanish to everyone, whatever language you use in the console. English and Portuguese versions of every message exist but are not selected yet. Buttons are in Spanish too: Confirmar (Confirm), Corregir (Edit), Cancelar (Cancel).What to do: nothing is wrong with your account. WhatsApp operations shows every message with its English meaning.

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Android app

The Android app shows its own messages in the language it is set to. This section quotes them in English, as the app writes them.
What you see: This development app is not connected yet. Ask your team for the configured app. No sign-in option is offered.Why: this copy of the app is not connected to a muveya service, so nothing can be done with it. The Android app is not generally available yet and is not published on Google Play.What to do: write to team@muveya.com if you want to use the app. Meanwhile, use the console in your phone’s browser.See Android app.
What you see: There is no Muveya account for this email. Ask an administrator of your clinic to invite you.Why: the Google account you chose uses an email that has no muveya account. The app only signs in existing accounts: it never creates an account or a dental clinic.What to do:
  1. If you already have a muveya account under another email, choose the Google account with that email, or sign in with email and password.
  2. Otherwise, ask a person who manages your clinic’s team for an invitation and accept it in the console.
  3. Then sign in to the app with the invited email.
To start a new dental clinic, create it in the console. See Sign in and create your account.
What you see: the sign-in screen with Check your email, password and authenticator code., although you did not type anything.Why: your session ended: 30 minutes without activity, 30 days after sign-in, or your access changed (suspension, removal, role change). The app shows the same message as for wrong credentials.What to do: sign in again. Anything you had not sent was not recorded. If the same message appears when you do type your credentials, check them, and add the authenticator code if your account has one.See Android app.
What you see: The scanner is not available on this phone. Type the code instead.Why: the code scanner runs inside Google Play services. It cannot start when the phone has no Google Play services, when they are turned off, or when the scanner component has not finished downloading to the phone.What to do: type the code in Or type the code and press Look up, or receive the supply with Receive a supply without a code. On a phone with Google Play services, check that they are turned on and up to date, keep the phone connected for a few minutes, and try again.
What you see: Code not recognized with No box or supply you can reach has the code followed by the code, or The operation is not allowed.Why:
  • No box in your warehouses has that exact code. A box outside your warehouses is treated as if it did not exist.
  • The supplier code is not registered on an active presentation, or its presentation is retired.
  • For a GS1 DataMatrix, the presentation holds the GTIN in its 13-digit form, while the DataMatrix carries 14 digits.
  • You cannot receive (inventory.receive), so the app does not look up supplier codes.
  • The operation is not allowed. means you lack inventory.read, which the app needs to look for a box.
What to do: check the code and your warehouse access. Ask a catalog manager to register the code, including the 14-digit GTIN of a DataMatrix, or receive the supply by name. Ask for View inventory if you see The operation is not allowed.See Android app operations.
Why: Record use appears only when you can consume, the box is Active, its unit needs no review and Available is above zero. Move to another warehouse appears only when you can move boxes and the box is Active. The app shows buttons from the permissions it read when you signed in or last refreshed.What to do: check the box’s Status and Available. If an administrator just granted you a permission, open Menu, Change organization and press Refresh access. A box whose unit needs a review is fixed in the console.
What you see: This clinic has no rooms or areas yet, so this use will not say where it went.Why: the box’s location has no active rooms or areas, or the box is in a Central warehouse. The app offers rooms only for boxes in an express warehouse.What to do: set up rooms and areas for the location (see Rooms and areas). To record where a use from a central warehouse went, use the console.
Why: the rows open the console in your phone’s browser, which keeps its own session, separate from the app’s.What to do: sign in to the console in that browser once. If nothing opens, the app shows We could not open a browser. Check that one is available and try again.: install or turn on a browser.

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API and MCP

Why: one answer covers every key problem: the Authorization header is missing, empty or not Bearer; the key is malformed, mistyped or truncated; the key is unknown or revoked; the member it was created for was suspended or removed (a reactivation does not bring the key back); or the dental clinic is suspended.What to do:
  1. Send exactly Authorization: Bearer followed by the key, with no quotes or line breaks.
  2. Check that the variable holding the key is set where the program runs.
  3. Call GET /v1/me, which needs no scope.
  4. Ask the member who requested the key whether it was revoked or whether they are still active. If needed, request a new key through team@muveya.com: there is no console screen for keys yet.
See Authentication.
Why: the key is valid but lacks a scope the operation requires. The answer does not name the scope. Scopes cannot be added to an existing key.What to do: call GET /v1/me, compare its scopes with Scopes, and request a new key with the right scopes. Order values and patient references are never returned to a key, whatever its scopes: that is not an error. A record of another dental clinic answers 404, never 403.See Errors.
Why: the API key used up its /v1 request budget for the current window. MCP uses separate OAuth authentication.What to do: wait the seconds in Retry-After, then retry. Watch X-RateLimit-Remaining, use large pages, cache what rarely changes, and do not run overlapping jobs with one key. If you need a larger budget, write to team@muveya.com with the expected volume.See Rate limits.
Why:
  • approvals.list_pending, management.pending_decisions and fulfillment.get_pick_list read a person’s own work (their pending decisions, their pick list). The current read-only OAuth scope set does not grant those permissions, so they answer common.forbidden, even though they appear in tools/list. Reading the resource muveya://tenant/approval-policy-summary is refused too, as a JSON-RPC error -32600 whose data.code is common.forbidden.
  • clinics.list needs inventory:read, not clinics:read.
  • Any other tool answers common.forbidden when the connection lacks its delegated scope or the member lacks the permission.
What to do: use the console for approvals and picking. For other tools, check the scope each one needs on MCP tools and reconnect with that permitted OAuth scope. Answers follow the requested language.See Connect an MCP client.

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Contact

If your problem is not here, or the steps did not solve it, write to team@muveya.com with the details listed in Before you contact support at the top of this page. Write from the email address of your muveya account when you can.

Roles and permissions

What each permission unlocks and how sites narrow it.

Sign in

Accounts, clinics, sessions and invitations.

Deliveries overview

The custody steps and who takes each one.

API errors

Every error code of the API and MCP.