When something goes wrong

Who sees it. Everyone — your team and your clients in the portal see the same message.

What it's for

When something you do in Summit Hub can't be completed — a save is refused, a page can't load its data, a link no longer works — you see one plain message instead of technical text:

Something went wrong. We've been notified and are looking into it. (Ref: 1a2b3c4d)

We are told about it automatically, with the details we need to find out what happened. You don't have to explain the technical side.

Some failures are normal and not worth a report — for example being asked to wait after too many attempts, or opening a link that has expired. For those the message says "Something went wrong. Please try again." with the same kind of Ref.

How to use it

1. Try once more. Some problems are momentary.
2. If it happens again, send us the Ref — the eight letters and numbers in brackets at the end of the message. A screenshot of the message works just as well.
3. Tell us roughly what you were doing (for example "assigning a category on the Estimating tab"). With the Ref we can find the exact failure, including which screen and which account it happened on.

What it affects

• Every part of the app shows the same message for a failed action, so you will no longer see codes such as "HTTP 400" or internal wording.
• Some screens still say what to do next in their own words — for example a password-reset link that has already been used offers to send a new one, and a supplier request that has closed says so.
• If your internet connection drops, you may see a message about the connection instead. That one has no Ref, because the request never reached us — check your connection and try again.

Good to know

• The Ref is not a password and contains nothing private. It is safe to send in an email or a message.
• A message without a Ref means nothing reached our servers (usually a connection problem). We are still told about it when we can be, but there is no reference to quote.
• If your sign-in has ended you will see "Your session has ended. Sign in again to continue." — sign in and carry on; nothing you saved is lost.
• Being told you have made too many attempts and to wait is normal and is not reported as a problem.