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Troubleshooting & FAQ

Common errors, how to fix them yourself, frequently asked questions, and how to reach support.

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Deployments

A deploy or update failed

Open the app, watch the live output in the Workflow tab, and expand the failed step to read its log. Most failures are one of: a bad Git branch / commit, a module that won't install, or a dependency missing from the build. Fix the cause, then use the Retry action on the app header (it appears whenever the app is in an error or cancelled state) — Retry resumes the same operation without rebuilding from scratch.

"Workflow health — Below Gate" on the dashboard

The Workflow Health card turns red and shows Below Gate when the recent success rate drops under the platform threshold. It's an early-warning signal, not an outage. Open Operations → Workflows, filter by Failed, and review the recent failures — usually a cluster of related deploys hitting the same root cause.

I changed configuration but nothing happened

Changes on the Configs tab (config patch, workers, packages) only take effect on the next deployment. Use View Config to confirm the rendered odoo.conf, then Deploy or Update to apply.

Rolling back a bad deploy

Open the app's Releases tab and switch back to the previous release — see Deployments & rollback.

Domains & SSL

My app's URL shows a certificate warning

SSL certificates are issued automatically after the domain resolves to your server. If the certificate is still pending: confirm the DNS record points at the server's IP (Integrations → Domains), give DNS propagation a few minutes, then re-run the app's deploy so the certificate step runs again.

A custom domain isn't resolving

Check that the domain provider (e.g. Cloudflare) is connected under Integrations → Domains and that the record was created for the app's URL on the URLs tab. New records can take a few minutes to propagate.

Backups & restore

"Production backup(s) critical" alert

This banner means one or more production apps have a backup that failed or is older than the freshness window (48h). Open the app's Backups tab, find the failed entry, read its log, and use Retry. Persistent failures are usually a full or unreachable storage box — check Infrastructure → Storage.

A restore is taking a long time

Large filestores stream in the background; track progress in the app's Restorations tab and the Workflow log. The restored app stays unavailable until the restore completes.

Access & team

"Adding this user would exceed the seat allowance"

Your company has used all its seats. Either deactivate a user you no longer need (Team & Access), or add an Additional Seats add-on / upgrade a project's plan — see how the seat pool works.

A teammate can't see a project

Permissions are per-company. Open Settings → Team & Access and confirm the user has at least Viewer on the relevant company. See Permissions & access.

I forgot my password

Use Reset Password on the login screen, or ask a company admin to send a reset email from Team & Access.

Billing & add-ons

I bought an add-on but it isn't active yet

Add-ons activate immediately for access, but their first billing line lands on the next installment — today's installment is never retro-charged. Check Settings → Add-ons for the subscription's status.

White-label branding isn't showing

White label requires an active subscription and a Pro-or-higher project. Confirm both under Settings → Add-ons and Branding; see Billing & pricing.

FAQ

Which Odoo versions are supported?

Odoo 14 through 19, Community or Enterprise, selected per app.

Do I own my server and data?

Yes — apps run on your own cloud account or server, and you have terminal, database, and filestore access. CloudWady orchestrates; it isn't a black box between you and the OS.

Can I migrate from Odoo.sh?

Yes — see Migrating from Odoo.sh.

What's the difference between an environment and a project?

A project groups your environments (Production / Staging / Development); each environment runs its own apps. See the glossary.

How do automatic backups work?

Production apps are backed up on a schedule and shipped to your storage box, with retention cleanup. Configure scheduling on the app's Automation tab.

Getting help

If a page here didn't solve it, reach the CloudWady team — include the details below and we'll get to you faster.

What to include: the company and project name, the app name, what you expected vs. what happened, and — if a deploy or backup failed — the workflow run and the log of the failed step.
Next: Glossary