# FAQ

Cross-area questions. Each chapter has its own detail; this is the index for the ones that come up everywhere.

## Access

**Why can't I see an area other people can?**
Your roles decide which areas appear. See [What you can see, and why](/books/console-yF7/page/what-you-can-see-and-why).

**Why do I see fewer rows than a colleague running the same report?**
Your scope is narrower, and you are both seeing the correct answer for yourselves. See [How scope works in practice](/books/console-yF7/page/how-scope-works-in-practice).

**I have the role but still can't do one specific thing.**
Permissions are granular, and a deny exception overrides a role. Check [Access by section](/books/console-yF7/page/access-by-section), then [Individual permission exceptions](/books/console-yF7/page/individual-permission-exceptions).

**How do I get a password?**
Someone with employee management rights sets it. There is no self-service reset — see [Signing in](/books/console-yF7/page/signing-in).

## Data and numbers

**Two reports disagree by about one evening's trade.**
Business date is not calendar date; late-night orders belong to the previous business date. See [Filters, dates and favourites](/books/console-yF7/page/filters-dates-and-favourites).

**Reports and Metrics disagree about an order.**
They read different stores of data. An order present in Reports but absent from Metrics generated no log events — it is not lost. See [Reports and Metrics: which to use](/books/console-yF7/page/reports-and-metrics-which-to-use).

**A bulk change affected fewer records than the check said.**
Records redeemed between the check and the apply are excluded, as are any already redeemed. See [How bulk changes work](/books/console-yF7/page/how-bulk-changes-work).

## Orders

**Why did an order change driver by itself?**
A driver with better priority became available. See [When an order changes driver](/books/console-yF7/page/when-an-order-changes-driver).

**Why is an order still unassigned?**
Usually capacity, a zone that allows no available driver type, or incomplete address data. See the [Dispatcher FAQ](/books/console-yF7/page/dispatcher-faq).

**I unassigned an order but the carrier still came.**
Unassigning does not cancel with the carrier. Cancelling does, atomically. See [Assigning and unassigning a driver](/books/console-yF7/page/assigning-and-unassigning-a-driver).

**An order I assigned by hand never got reassigned.**
Manual assignments are permanently locked out of automatic reassignment. That is intended. See [The order board](/books/console-yF7/page/the-order-board).

## Content and promotions

**I changed a banner and nothing changed.**
Almost always the wrong source selected — content is stored per source, and per language for banners and documents. See [Resources and sources](/books/console-yF7/page/resources-and-sources).

**A customer's promo code doesn't work.**
Check dates and valid times, whether that coupon is already redeemed, and whether the offer is live for that store. See [Promotional codes](/books/console-yF7/page/promotional-codes).

**A carrier looks available but shows as full.**
Carrier capacity is one shared pool per store per company, not per courier. See [External carriers](/books/console-yF7/page/external-carriers).

## Imports and exports

**An import failed halfway. Can I just re-run it?**
Not safely. Imports are not transactional, so earlier rows are already applied and re-running may apply them twice. Find where it stopped first — see [Importing from a CSV](/books/console-yF7/page/importing-from-a-csv).

**Can I undo an import?**
Only for records nobody has redeemed, via a bulk delete. Anything already used stays.

**Why is exporting a separate permission?**
Because an exported file is no longer scope-filtered. See [Exporting data](/books/console-yF7/page/exporting-data).

## Still stuck

[Reporting an issue](/books/console-yF7/page/reporting-an-issue) lists what to include so it can be resolved first time.