Troubleshooting

Start with the message in the affected area. It helps distinguish a service problem from a permissions issue or an unfinished processing step.

You cannot sign in

Check your email address and password. If MFA is requested, enter a current code from your authenticator and check that the device clock is synchronized. If an invitation expired or was revoked, ask your company administrator for a new one.

The current interface does not provide self-service password or MFA reset. Contact your administrator if you lose access. Do not include passwords, MFA secret keys or current one-time codes in a support request.

Access denied or a missing section

Check your company role, operations role and permissions for the particular file separately. Joining a company does not grant access to another person’s private files. A role change may require signing in again: existing sessions are intentionally ended.

See Roles and File permissions.

An upload stopped or a file cannot be downloaded

1. Open the upload center and read the state of that file.
2. Check your connection and the target folder’s available capacity.
3. Select the same local file to resume if the interface requests it.
4. After the transfer, wait for server checks to finish.
5. A quarantined file cannot be downloaded normally. Renaming its extension does not bypass the checks.

A file’s format must match its contents. Being able to select it in the system picker does not mean the server will accept it. See Upload files.

An external link no longer opens

Use the original complete link from its sender. It may have expired, been revoked or reached its download limit. Complete the displayed password or code challenge if required. Ask the owner to check the link’s state; do not post its secret portion in a public chat.

A financial action has an unknown outcome

Caution

Do not create a duplicate transaction or reload the page. Use the offered confirmation retry for the same request and wait for its result receipt.

A lost response does not prove that the server did not record the action. Write-offs and transfers explains how to continue safely.

Balances or source records look unexpected

Check the filters, selected date and latest import state. An applied import replaces the relevant source snapshot of turnover and cards; write-offs and transfers are recorded separately. Do not apply an import again just to refresh the screen.

Part of a page is unavailable

Retry that section. Other cards and results may remain available, but a retained older value is not proof that data is current.

What to give your administrator

Include the section, steps, time, visible error text and request identifier if shown. For a financial action, include the receipt or operation identifier. Hide personal information and document contents in screenshots. Do not send passwords, MFA keys or secret sharing links.