Troubleshooting Guide
This page centralizes the most common issues related to your Administration pages:
For each area, you’ll find:
- Issue – What you see in the app
- Possible Cause – Why it happens
- Solution – What to do to fix it
Use this page as a first stop before contacting support.
Members
| Issue | Possible Cause | Solution |
|---|---|---|
| User cannot log in | Access = Revoked or invitation link expired. | Set Access = Granted in the Members table and click Resend Invitation (if available) to issue a new login link. |
| Member never received an invitation email | Email typo, spam filtering, or invite not sent. | Check the email address, correct it if needed, then use Resend Invitation. Ask the user to check spam/junk folders. |
| Member cannot approve leave requests | Role is Default and not Admin/HR. | Change the member’s role to HR or Admin, or assign another user as Team/Direct Approver with the appropriate role. |
| Requests stay Pending with no action taken | No valid Approver (Team or Direct) assigned, or approver was demoted. | In Members and Teams, ensure each member has a valid Team Approver or Direct Approver with role Admin/HR/Approver and update after any role change. |
| A member cannot see team leaves | “Can see team leaves” permission not enabled. | Edit the member → Team & Role → enable Can see team leaves if they should view colleagues’ absences. |
| Member’s balance looks wrong after changes | Schedule or holiday set changed; policies updated mid-year. | Review the member’s Schedule, Holiday Set, and Leave Policies. For future approved requests, edit & re-save them to align stored values. |
| Table vs drawer show different values | Historic stored data vs live recalculation after schedule/holiday change. | Open each future approved request in the Requests page, then edit and save it to refresh stored calculations based on the new schedule/holidays. |
| Cannot select a user as Team/Direct Approver | User has Default role only. | Upgrade their role to HR or Admin (or dedicated Approver role if available) so they can be used as approver. |
| Member cannot request leave | No Work Schedule, Holiday Set, or Leave Policy assigned. | In the member’s profile, ensure all three are configured: Schedule, Holiday Set, and at least one active Leave Policy. |
Important
When you change a member’s schedule (including via Schedule Adjustments), previously approved requests may be recalculated using the new rules.
To keep data consistent across Requests, Calendar, and Allowances, review and re-save future approved requests after major schedule changes.
Teams
| Issue | Possible Cause | Solution |
|---|---|---|
| Team leave requests remain pending with no clear approver | No Default Team Approver or Direct Approver defined, or they were removed | Edit the team → set a valid Team Approver (Admin/HR/Approver) or configure Direct Approvers on member profiles. |
| Cannot select a member as Team Approver | Member has Default role and is not allowed to approve. | Change the user’s role to HR, Admin, or a supported Approver role from the Members page. |
| Requests are still routed to the old approver after team change | Member moved from Team A → Team B but approver was not updated. | After moving members between teams, review and update the Team Approver or Direct Approver manually to match the new team structure. |
| Deleted team but some requests show as unassigned | Deleting a team does not automatically reassign existing requests. | Reassign impacted members to a new team and configure a Team Approver; then review pending requests in the Requests page. |
| Exported team list seems incomplete | Filters are applied on the Teams page before export. | Clear or adjust filters, then run the export again to include all visible teams. |
| Approver still receives notifications but cannot manage requests | Approver’s role was changed to Default or access was revoked. | Restore approver’s role to HR or Admin, or assign a new approver and update team/member configurations accordingly. |
Tip
After restructuring teams (mergers, manager changes, or new departments), always:
- Review Team Approvers, 2. Check Direct Approvers on key members, and 3. Confirm that new requests are assigned correctly in the Requests page.
Holidays
| Issue | Possible Cause | Solution |
|---|---|---|
| Member’s leave ignores some public holidays | Member is assigned to the wrong Holiday Set (country/region mismatch). | Go to Members → Schedule & Holidays and assign the correct Holiday Set matching the member’s country/region. |
| Public holidays for a region do not appear when creating a set | Selected region/canton has no predefined holidays in the database. | Use Add Custom Holiday to manually create your organisation’s holidays for that region. |
| Holiday dates look incorrect (wrong country/region) | Country or region was changed in an existing Holiday Set. | Open the Holiday Set → check Country/Region. If wrong, adjust via the Country / Region Change modal and review the new list of holidays before applying. |
| Some company-specific holidays disappeared after changing region | Confusion between public vs custom holidays. | Custom holidays are always preserved. Only public holidays are replaced. Open View Details and check the Custom Holiday section; your internal dates should still be listed and can be re-enabled. |
| Cannot delete a Holiday Set | The set is marked as the Default Holiday Set. | First set another Holiday Set as Default, then return and delete the previous one. |
| New members show wrong non-working days | Default Holiday Set doesn’t match the country/region of most employees. | Update your Default Holiday Set to the correct region, then check that newly created members are assigned to it (or bulk-update existing ones from the Members page if needed). |
| Calendar still shows old holidays after changes | Changes were applied for future years only or for a specific year. | Reopen the edit modal → confirm whether you applied to “2025 only” or “2025 and future years”. Adjust accordingly for each year that needs updating. |
Tip
When something looks off in leave calculations, always verify:
- Member’s Holiday Set
- Member’s Schedule
- Assigned Leave Policies
These three elements work together to determine final working vs non-working days.
Schedules
| Issue | Possible Cause | Solution |
|---|---|---|
| Member’s working hours or balances look incorrect | Wrong Schedule assigned or weekly total does not match the contract. | Compare the member’s contract to the Weekly Total in the assigned schedule. Adjust the schedule or assign a more appropriate one. |
| Calendar shows wrong working / non-working days | Schedule configuration (days off vs working days) does not match real-world rules. | Open the schedule → check Working Days & Hours for each day. Update days that should be Off or set correct sessions. |
| Leave requests count too many or too few days | Daily hours / sessions changed after requests were created. | After changing schedules, open future approved requests and edit + save to refresh the Request Summary and balances based on the new configuration. |
| Schedule changes appear to have no effect on some users | Member is assigned to a different schedule than the one you edited. | Check the member’s profile under Schedule & Holidays to confirm which schedule is assigned. Edit the correct one or reassign the member to the right one. |
| Two members with same contract show different balances | They use different schedules, timezones, or holiday sets. | Compare both members’ Schedule, Holiday Set, and Leave Policies. Align them where necessary to standardise calculations. |
| Member appears as working on what should be a day off | That day is configured as a working day in the assigned schedule. | Edit the schedule → uncheck the day or adjust session times to mark it as Off. |
Tip
When rolling out a new schedule model (e.g. full-time → part-time), update:
- The schedule
- The member’s contract information
- Re-save future requests to keep balances and summaries coherent.
Leave Policies
| Issue | Possible Cause | Solution |
|---|---|---|
| A member cannot create a leave request | No leave policy is assigned to the member or their team. | Go to Members → Leave Policies and ensure at least one active policy is assigned directly or via their team. |
| A policy is not visible in the member’s profile | Policy not assigned, reached End Year, or wrong team assignment. | Check the policy’s Start/End Year, confirm it’s still active, and verify that the member or their team is selected in the Assignment section. |
| Allowance days look incorrect | Wrong Amount (Days), missing Prorated option, or hire date not considered. | Review Amount (Days), Prorated, Start Year, and the member’s Hire Date to ensure that the calculation matches your HR rules. |
| Carry over did not apply as expected on 1 January | Carry-over disabled or Carry Over Limit (Days) set too low. | Confirm that Carry Over is ON and the Carry Over Limit matches your policy. Remember, carry over runs 31 December at midnight each year. |
| Member still sees old balances after a policy change | Old policy remains assigned alongside the new one. | Remove or end-date the previous policy for that member and make sure only the correct one is active for the current year. |
| Future approved requests still appear after deleting a policy | Expected behaviour: deleting a policy does not remove existing requests. | This is normal. Requests remain visible in the Calendar for traceability. If required, adjust or cancel those requests from the Requests page. |
| Employee can request more days than expected | Max Consecutive Days / Min Notice Days not configured or too permissive. | Edit the policy and review Minimum Notice (Days) and Max Consecutive Days so the system can enforce your internal limits. |
| Attachment is not requested for Sick Leave or other leave types | The leave type is not configured with Attachment Required. | Go to Leave Types, edit the relevant type, and toggle Attachment Required ON. This will be enforced on the Requests page for new submissions. |
| Policy changes do not reflect on the Allowances page immediately | Wrong year selected or outdated view. | Ensure the year selector matches the policy’s year, then refresh the Allowances page. |
| Part-time member has same days as full-time | Contract / work percentage or schedule not correctly configured. | Verify the member’s contract and schedule. Leavo will recalculate entitlements automatically on a pro rata basis according to their work ratio. |
| Balances or rules conflict when there are multiple policies | Several policies share the same Leave Type with different rules. | Remember: Leavo uses the most restrictive combination (highest Min Notice, lowest Max Consecutive). Adjust individual policies to match your global rules. |
Tip
As a best practice, avoid deleting leave policies that are already used.
Instead, set an appropriate End Year, unassign them from members/teams, and create new policies for future years.
This preserves historical data and prevents inconsistencies between Requests, Allowances, and Calendar.
When to Contact Support
If you’ve checked:
- Member’s Schedule, Holiday Set, and Leave Policies
- Team Approver configuration
- Policy years (Start / End Year) and assignments
- Holiday Set region/country and default settings
…and things still don’t look correct, you can:
- Take screenshots of:
- The member profile (Schedule & Holidays, Leave Policies)
- The related policy / holiday / schedule configuration
- The request (Request Summary + table row)
- Contact Leavo Support with:
- Workspace name
- Member name/email
- A short description of what you expected vs. what you see
This will help support quickly understand your configuration and resolve the issue.
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