"Why can't I…?" Missing buttons and error messages explained
Updated 3 min read
Most missing or greyed-out buttons come down to two things: your role, or the campaign's status. Find what you were trying to do below.
Why can't I release a supplier's payment?
You need the Accounts role. Release pending payment is greyed out (marker 1) for Members without it, with "You don't currently have access to release funds" when you point at it. Ask an Admin or the Director to turn on Accounts for you, then reload the page. See Roles and permissions.
If you have Accounts and a release is still blocked, see Why a release is blocked.
Why can't I see "Complete campaign"?
Completing a campaign also needs the Accounts role (or Admin or Director), because it refunds money to the seller. It appears only on a Paid campaign. If it's greyed out, point at it for the reason: usually a supplier still has to be paid, or a job closed out or cancelled first.
If the reason says part of the campaign was paid by direct debit more than 85 days ago, Stripe can no longer refund that payment. VPA support has been notified and will return the money to the seller another way; trying again won't help. See Cancel an item, close it out, or refund credit to the seller.
Why can't I add an item?
The campaign is settled. Add Item is greyed out on a Settled campaign (marker 1): it's finished and its money has been returned. Create a new campaign for further work.
On a Paid campaign you can add an item, but it goes to the seller to approve and pay for first. See Changing a campaign after sending.
Why is there no Edit item or Delete item?
The seller has paid. Items can only be edited or deleted while the campaign is Draft or Pending. After that, cancel the item, close it out, swap the supplier or request additional funding instead. Paid, cancelled and closed items have no actions at all.
Why is "Send Marketing Campaign to Seller" greyed out?
The campaign has no items yet, or your agency has no active subscription. Add at least one item. If it's still greyed out, ask an Admin or the Director to check the Plan panel (see Subscription and billing).
Why can't I change the listing agent?
Only an Admin or the Director can. Ask one of them.
Why can't I find the resend button?
It only appears once the seller's last link has expired. Until then, use Copy Seller Campaign Link. See My seller didn't get the email.
Why can't I delete this campaign?
Only drafts can be deleted, from the campaign list. Once a campaign has been sent, cancel its items one by one instead.
What does this message mean?
| Message | What it means | What to do |
|---|---|---|
| "Limit exceeded" | Your plan's campaigns for this period are used up | An Admin or the Director pays for an extra campaign or upgrades |
| "Unauthorized - Only Admin or Director can manage subscriptions" | You selected Pay in "Limit exceeded" as a Member | Ask an Admin or the Director |
| "This campaign is $…, which is over the $50,000 maximum campaign value" | Campaigns can be up to $50,000 | Reduce the campaign, or raise it through the help form |
| "Card payments are limited to $5,000" (seen by the seller) | The seller can't pay this campaign by card | The seller pays by bank transfer or Pay Later (see Fees and limits) |
| "This campaign is locked and can no longer be edited" | The seller's Pay Later finance is approved and awaiting signature | See Pay Later from the agent's side |
| "You can only update invoice items with HELD status" | The item has been paid, requested or changed | Use the item's other actions |
| "You don't have access to this from the account you're currently using" | You belong to more than one agency and are in the wrong one | Switch agency (see Invitations and switching agencies) |
| "You do not have permission to perform this action" | Your role doesn't allow it | Check Roles and permissions |
A message that just says something went wrong doesn't give the real reason. Note what you were doing and when, and raise it through the help form (see Getting help).