Sequence CRE
Troubleshooting

Quick fixes for common issues

Run through the checklist for your symptom. Most issues clear in under a minute. If nothing here helps, email support.

Deals & Pipeline

A deal isn't showing up in the pipeline

  • Confirm you're signed in with the same account that created the deal
  • Check that the deal isn't archived (toggle Active filter on Pipeline)
  • Clear any active stage, property type, or search filters
  • Refresh the page — drag-and-drop edits sync after a moment

Drag-and-drop between stages isn't working

  • Use a desktop browser — drag is unreliable on small touchscreens
  • Drop the card on the stage column header, not between cards
  • If frozen, refresh the page and try again

Deal won't move past Commission stage

  • Make sure Deal Amount and Fee % are filled in on the deal
  • Check that recorded payments add up to the expected fee
  • Probability auto-jumps to 100% once payments cover the full fee

Tasks & Templates

Stage tasks didn't auto-create when I moved a deal

  • Open Templates and confirm tasks exist for that stage
  • Templates only apply to NEW deals entering the stage — existing tasks aren't duplicated
  • Check that templates were created by the same user that owns the deal

Task due dates look wrong

  • Due dates are calculated from the day the deal enters the stage
  • Edit the offset in Templates if the default doesn't match your workflow

Team & Sharing

I added a teammate but they can't see my deals

  • Only managers can view their team members' deals — not the reverse
  • Confirm the teammate accepted the invite and signed in once
  • Verify their email matches exactly (lowercase, no typos)

Can't add a team member by email

  • The email must belong to an existing SEQUENCE account
  • Ask them to sign up first, then add them
  • Only the team creator or a manager can add members

Account & Sign-in

Can't sign in

  • Double-check the email address for typos
  • Use the password reset link on the sign-in page
  • If you signed up with Google, use the Google sign-in button — not email/password

Stuck on a loading screen

  • Hard refresh the page (Cmd/Ctrl + Shift + R)
  • Sign out and sign back in
  • Try an incognito window to rule out browser extensions

Images & Uploads

Deal image won't upload

  • Use JPG, PNG, or WebP under 5 MB
  • Check your internet connection
  • Try a different browser if the upload silently fails

Still stuck?

Email support with what you tried, what happened, and a screenshot if you have one.

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