If something's broken, scan this list first. Most issues fall into one of these patterns.
"My PUCT number won't save"
Format issue almost always. The validator wants BR (uppercase, no space) followed by four or more digits. Examples that work: BR1234, BR190123. Examples that don't: br1234, BR-1234, B R 1234. Re-enter without separators.
"I uploaded a matrix and the rates don't show up in search"
Three things to check, in order:
- Are you searching the right ZIP/usage/term? The matrix only covers what's in it. A matrix for ZIP 75001 won't appear when you search 77002.
- Is the matrix marked active? Open Imports → Matrix and check the imported record's status. It should say
active. If it sayspending reviewthe AI inference flagged something — open the import and accept or fix the mapping. - Is the start date in range? Matrices have effective date windows. If you're quoting a start date outside the matrix's window, no results.
"DocuSeal says the signer email is invalid"
The customer's signing email field has a typo or extra whitespace. Open the customer, edit the primary contact, trim and re-send. DocuSeal's email validator is strict — john@acme. com (with the space) fails.
"The bill parser couldn't read my PDF"
Likely causes:
- The PDF is a scan with no embedded text and the OCR is failing (low-quality scan, photo of a printout, etc.)
- The bill is from a TDU we don't have a strategy for yet (rare — Oncor, CenterPoint, AEP, TNMP all covered)
- The PDF is encrypted or password-protected
Re-export from the utility's online portal as a fresh PDF and try again. If the bill is from a non-standard format, contact support with a sample so we can extend coverage.
"I hit the AI cap"
Cap is per-user, per-day (resets midnight Central). On Broker Connects-derived tenants the cap is 250 calls/day. If you're routinely hitting it, either upgrade the plan or buy an extra-quota bundle from Settings → Billing.
"Pipeline forecast looks wrong"
Forecast = sum of (estimated commission × stage probability). If it's way off:
- A deal has zero commission entered (open the card, check Estimated annual commission)
- A stage's probability has been edited (admin: Settings → Pipeline)
- Closed-lost deals are still in the pipeline (they should be in the terminal "Closed lost" column)
"A teammate can't see customers"
If they're a sub-broker, by default they only see their own customers. Either reassign customers to them or flip Sub-brokers see all customers in Settings. If they're a viewer or admin and still can't see anyone, double-check their team record — they may have been invited to a different brokerage.
"I can't change my plan"
Only the owner can change plans. There's exactly one owner per brokerage. If you used to be the owner and got demoted, ask the current owner; if the original owner has left, contact support with proof of standing (PUCT registration, etc.) to transfer ownership.
"An imported customer doesn't have any meters"
The importer maps customer-level fields by default. If your CSV had ESI IDs in their own column, you needed to map them in the import wizard. Re-import or add meters manually from the customer detail page. See customer import.
"Portal scrape returned zero rates"
The 1.5¢/kWh guardrail triggered — every scraped rate was rejected because it diverged too far from existing matrix data for that ZIP/term/tier. This usually means the portal layout changed and the scraper is reading the wrong cell. Contact support and they'll inspect the scrape strategy.
"My logo looks pixelated on the proposal"
Use a higher-resolution source. The proposal renders at print quality — anything under 600px wide will look fuzzy. SVG is best; PNG at 1200px+ is fine.
Still stuck
The in-app AI assistant has full access to your account state and can sometimes diagnose issues that aren't covered here. See Using the AI assistant safely.
For anything the assistant can't resolve, email support@brokerforge.com. Include the customer ID or document ID involved so we can trace the issue end-to-end.