Troubleshooting

What to expect, and why

MOOSH uses deliberate, careful wording when a feature is temporarily unavailable, rather than exposing the underlying cause. The messages below are expected behaviour, not a fault.

Situation	What you'll see	What to do
A group result is hidden	“This view is temporarily unavailable or does not have enough data.”	Try again later — and please don't ask employees to identify who responded.
The AI assistant is down	“AI assistance is unavailable. You can continue with the standard form.”	Carry on with the regular form; nothing is lost.
Decision Pack AI assembly is degraded	“A template pack is ready without narrative.”	Review the template pack in Decision Packs; human gate still applies.
Email channel unavailable	“Delivery fell back to in-app only.”	Open Exceptions / Decision Packs in-app; admin checks transactional email status.
A Decision Pack link expired	“This pack is no longer available for action.”	Open the live queue in-app; do not reuse old email links.
HR data hasn't updated recently	“Employer signals were last updated on <date>; confidence may be reduced.”	An administrator can retry once, then contact support.
A notification didn't deliver	“This notification could not be delivered through the preferred channel.”	Check in-app notifications; an admin checks email/Slack/Teams.
An export or deletion is paused	“This request is paused for a compliance or safety check.”	Contact your organisation's privacy contact; don't resubmit repeatedly.
A wider service issue	“Part of MOOSH is temporarily unavailable. Your submitted data remains protected.”	Check the status page and any in-app guidance.