Error messages: settings, branches and team

Every message you may see while you change settings, numbering, taxes, currencies, branches or the team, and how to fix it.

ReferenceUpdated 2026-10-21

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These messages appear in Settings and in Team and roles. Most show next to the field that needs a change, or as a message at the top of the screen. A "…" stands for a name, a number or a code that the message fills in.

Agency, brand and preferences

Message	What to do
Choose a colour	The brand colour is empty. Pick a colour from the swatches.
Use a palette colour or a colour like #2F5BEA	The colour is not one of the swatches or a valid colour code. Pick a swatch, or type a code like `#2F5BEA`.
Choose an image	You pressed upload without choosing a file. Choose the logo image.
The logo must be a PNG, JPEG, WebP or GIF image	The logo file is another type. Save it as PNG, JPEG, WebP or GIF and upload it again.
Choose a time zone from the list	The agency's time zone is not a known one. Pick it from the suggestions, for example Asia/Bahrain.
Unknown time zone, e.g. Asia/Bahrain	The time zone typed is not a known one. Pick it from the suggestions.
Choose on or off	A switch received a value other than on or off. Refresh the page and switch it again.
Pick one of the choices	A setting received a value outside its options. Pick one of the options shown.
Hold lengths must be 1 to 8 whole numbers of hours, each from 1 to 720	The seat-hold choices in Preferences are not valid. Keep 1 to 8 choices, each a whole number of hours from 1 to 720.
The default hold must be one of the choices	The default hold length is not in the list of choices. Make one of the listed lengths the default.
Use 0 to 60 days	Hotel release before arrival is outside its range. Enter 0 to 60 days.
Use a target margin from 1 to 90 %	Target margin is outside its range. Enter 1 to 90, or leave it empty for no suggestion.

Lists, message templates and connections

Message	What to do
Item not found	The list item was removed, perhaps by a colleague. Refresh Lists.
No … template "…" is set up. Add it in Settings → Message templates.	A message was sent on a channel that has no active template for it. Add or switch on the template in Settings → Message templates.
Only messaging can be tested here	This test only checks WhatsApp, email and SMS. Use the test button of the other connection.
Your role cannot see the message log	Your role does not include the audit log. Ask the owner for the permission.
Connection lost. Trying again…	A customer page lost the connection to the server. Wait; it reconnects by itself.

Numbering

Message	What to do
The pattern must contain {SEQ}	The number pattern has no counter. Add `{SEQ}` to the pattern.
Add {YYYY} or {YY} to the pattern, or stop starting again each year	The series starts again each year but its pattern has no year. Add `{YYYY}` or `{YY}`, or turn off starting again each year.
Numbers that start again each year need {YYYY} or {YY}	The same rule, shown under the pattern field. Add the year to the pattern.
A branch series needs {BRANCH} in the pattern	A series for each branch needs the branch code in its pattern. Add `{BRANCH}`.
… is already used. Pick a higher next number or change the prefix.	The next number would repeat a number that already exists. Raise the next number, or change the prefix.
… is already used	The same rule, shown under Next number. Pick a higher number.
Numbering not found	The series no longer exists. Refresh Settings → Numbering.
No numbering is set up for …	A document needed a number but its series is missing. Check Settings → Numbering, and contact support if it is not there.

Taxes

Message	What to do
Tax profile not found	The tax rule was removed. Refresh Settings → Taxes.
Make another rule the default first	You tried to untick Default for this country on the only default rule of that country. Make another rule of the country the default first.
Make another tax profile the default first	You tried to delete the default tax rule. Make another rule the default, then delete this one.
Choose a reason from the official list	The exemption reason is not one of the official reasons. Pick a reason from the list.
This reason is for category …	The exemption reason belongs to another tax category. Pick a reason of the rule's category, or change the category.
Country not found	The country is not in the list of countries. Pick a country from the list.
A discount cannot be negative	A discount on a document is below zero. Enter zero or more.
Quantities must be zero or more	A line quantity is below zero. Correct the quantity.
The discount is more than the total	The discount lines are more than the other lines together. Lower the discount.
The discount on "…" is more than the line	The discount on one line is larger than the line. Lower it.

Branches

Message	What to do
Branch not found	The branch was removed or belongs to another agency. Refresh and pick a branch from Settings → Branches.
Choose a country from the list	The branch country is not in the list. Pick a country from the list.
Choose a currency	A new branch needs a currency. Choose the branch's currency.
Choose a tax rule from the list	The branch's tax rule does not exist. Pick one of your tax rules.
Unknown time zone	The branch time zone is not a known one. Pick it from the list, for example Asia/Bahrain.
Use up to 8 capital letters or digits	The branch code has other characters or is too long. Use a short code like MAIN or JED1.
Enter a valid email	The branch email is not a valid address. Correct it, or leave it empty.
VAT number: …	The VAT number does not match the country's format (Saudi Arabia: 15 digits that start and end with 3; Bahrain: 15 digits; UAE: 15 digits that start with 100; Oman: OM and 10 digits). Type it as registered, without spaces.
Commercial registration: …	The commercial registration does not match the country's format (Saudi Arabia: 10 digits; Bahrain: a number like 12345-1). Type it as registered.
Additional number: 4 digits	The Saudi address additional number has exactly 4 digits. Correct it.
Switch this branch on first	A switched-off branch cannot be the main branch. Switch it on, then make it the main branch.
The main branch cannot be switched off. Make another branch the main one first.	Make another branch the main branch, then switch this one off.
Make another branch the main branch first	You tried to delete the main branch. Make another branch the main one, then delete it.
Move the people in this branch to another branch first	Team members still belong to this branch. Move them to another branch in Team and roles, then delete it.
You can only see your own branch	Your access is limited to your own branch. Choose your branch, or ask the owner for access to every branch.
You can only work in your own branch	You tried to create or move a record into another branch. Pick your own branch.

Currencies and exchange rates

Message	What to do
… is the base currency: its rate is always 1	The main currency needs no rate. Enter rates only for the other currencies.
Enter the rate for the new currency	A new currency needs its rate. Type how much one unit of it is worth in your main currency.
The base currency cannot be removed	The main currency always stays in the list. Keep it.
The base currency cannot change once exchange rates have a history: past rates are against the current base. Report in another currency instead.	Keep your main currency and show reports in another currency with Reports open in. See Why can't I change the main currency?.
There is no exchange rate for …. Add it in Settings → Currencies.	An amount had to be converted from a currency without a rate. Add the currency and its rate in Settings → Currencies.
Add an exchange rate for … in Settings first	You added a supplier cost in a currency without a rate. Add the rate in Settings → Currencies, then add the cost.
Use a CSV or Excel file	The rates file is another type. Save the sheet as `.csv` or `.xlsx` and import again.

Team and roles

Message	What to do
Role not found	The role was deleted. Refresh and pick an existing role.
Move the people in this role to another role first	People still have this role. Give them another role, then delete it.
Only invitations can be removed. Disable the account instead.	A person who has joined cannot be removed. Disable them instead; their bookings and history stay.
This invitation was disabled. Enable the person first.	You tried to resend an invitation to a disabled person. Enable them, then resend.
This person has already joined	They accepted the invitation already. They can sign in, or you can send them a password reset link.
You cannot change your own access	Nobody can change their own role, status or branches. Ask another owner to do it.
Your … plan allows … users. Upgrade the plan in Settings → Plan and billing to add more.	Every user place on your plan is taken. Disable someone, or upgrade in Settings → Plan and billing.
Your … plan allows … branches. Upgrade the plan in Settings → Plan and billing to add more.	Your plan's Branches limit is reached, so a branch cannot be added or switched back on. Switch off a branch you no longer use, or upgrade.
Your … plan allows … …. Upgrade the plan in Settings → Plan and billing to continue.	You reached a limit of your plan (users, storage, messages a month, new trips or bookings a month). Upgrade the plan, or wait for next month for monthly limits.

Supplier payments

Message	What to do
That is more than is still owed (…)	The supplier payment is more than you still owe. Pay the amount owed or less.