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If something isn’t working, scan this list first. Most problems are fixed in under a minute.

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Sign-in problems

Your account is set up but a Super Admin has switched off your access. Ask a Super Admin to open Access Control and turn on the toggle for your row.
Check your inbox (and spam folder) for the email Capinex sent. Click the verification link, then come back to the sign-in screen.
Sign out of Google in your browser, then come back to app.capinex.in and pick the right account.
Refresh the page. If still loading, check your internet. If still loading, try a different browser (Chrome works best).

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Search problems

  • Check your spelling.
  • Try a shorter, simpler query.
  • Clear filters (look for active filter chips above the table — tap their X to remove).
  • Use the Filter panel for exact matches instead of natural-language search.
Allow microphone permission. In Chrome: tap the lock icon in the address bar → Site settings → Microphone → Allow. Refresh the page after allowing.
The AI isn’t perfect. Try rephrasing more simply. Or use the Filter panel for exact matches. If you keep getting bad results, tell a Super Admin — they can switch the AI model in Settings.

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Upload problems

Your team has hit its storage quota. Ask a Super Admin to open Manage Uploads and delete old uploads.
Your file is missing a required column or it’s named differently from what the app expects. After picking the file, the dialog shows mapping dropdowns — pick the right column for each unmapped field.
Wait — once the upload reaches 100%, the server is processing the file. This can take 30 seconds to 2 minutes depending on file size. If it’s been more than 5 minutes, refresh and try again.

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PDF analyser problems (BL / PL / CIBIL)

The analyser features need a screen at least 1100 pixels wide. Use a laptop or desktop, not a phone or small tablet.
Three checks: (1) Is it a real PDF (not a scanned image)? (2) Is it password-protected? Enter the password when prompted. (3) Is your internet on?
BL and PL Analyser usually take 30–90 seconds. CIBIL takes about 2 minutes. If it’s been more than 5 minutes, refresh and try again.
The AI looks for regular monthly deposits with consistent amounts. If the customer’s “salary” is one-off transfers, it won’t classify them as salary.

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Credit Reports CRM problems

Your browser may be blocking the popup. Tap the Open Credit Reports button manually — it always works.
Sessions last 24 hours. Go back to Capinex Finance, tap Credit Reports in the sidebar — a fresh CRM tab opens.
Only Admin and Super Admin roles can export. Ask a Super Admin to upgrade your role.

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Admin problems

Changes take effect within about 60 seconds. Ask the user to sign out and sign back in to pick up the new role immediately.
By design — saves you from accidentally locking yourself out. Ask another Super Admin to do it for you.
Open Field Management, find the field, edit it, tick Visible in Table, save. The column appears in Customer Profile.

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Still stuck?

1

Tap 'Raise a Ticket' at the bottom of the sidebar

A support form opens.
2

Describe what you were doing and what went wrong

Screenshots help.
3

Submit

Someone replies within 48 hours.