Troubleshooting
Identify the message shown in TMV One and follow the recommended action. If the problem continues, share the diagnostic code with support, without sending passwords or tokens.
Installation pending
Common cause: the plan is available, but the account has not authorized TMV One yet.
Solution: select Install or authorize, complete the process with an administrator and check the chosen account.
Authorization required
Common cause: the authorization expired, was revoked or a permission was declined.
Solution: start a new authorization with an administrator and accept the necessary permissions.
Access revoked
Common cause: TMV One was uninstalled or the benefit ended.
Solution: open Plans or contact a specialist to reactivate the service.
The window closes before selecting an account
Allow pop-up windows, temporarily disable blockers for the authorization domain and repeat the process from an up to date browser. Do not open several installations at the same time.
The correct account does not appear
Confirm that the user has administrative access to that account. Close the authorization, sign in with the correct user and try again.
The number does not appear
Select Check statuses. If it is still missing, confirm that the authorization was completed with the same business account and that the number is not linked to another incompatible connection.
The connection was not completed
If you canceled the window, restart the process. If an error code appears, write it down and send it to support along with the approximate time and the account name.
Information for support
- Company name.
- Administrator email.
- Approximate time of the error.
- Visible diagnostic code.
- Screenshot with sensitive data hidden.
- Exact step where the problem occurred.
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