13. Troubleshooting and FAQ
13.1 Common situations
| Symptom | Likely cause | What to do |
|---|---|---|
| A menu item is missing | Your role does not have the permission. | Ask the Owner or Administrator to review your role. |
| A module shows Feature locked | The organisation's plan does not include that feature. | Open Billing → Plans & pricing and upgrade, or ask the Owner. |
| You are redirected to plan selection | The subscription is not active or trialing. | Start or renew a plan from Billing. |
| The pages say read-only and a save is refused | The free trial or the paid period has ended. | Open Billing → Choose a plan (https://accounting.reddot.nz/Subscription/Expired): reading and exporting still work, choosing a plan resumes writing. |
| You are asked to create an organisation | Your login is not a member of any organisation, or none is selected. | Create one, accept an invitation, or choose an organisation. |
| You cannot sign in | The email address is not confirmed, or the password is wrong. | Use Resend it on the sign-in page or Forgot password?. |
| An invitation link does not work | The invitation expired or was revoked. | Ask an administrator to resend it. |
| A confirmation or invoice email does not arrive | The address is wrong, the message was filtered, or the mail provider is not configured. | Check spam, confirm the address on the contact, and ask your administrator to review the email settings. |
| Download PDF fails | The external PDF renderer cannot reach the online invoice. | The application's public base URL must be an internet-reachable HTTPS address; check the renderer configuration and the start-up log. |
| Download Word shows the wrong layout | No organisation template is uploaded, or the upload was rejected. | Upload a valid .docx under 5 MB that still contains the placeholders. |
| An invoice will not post | A validation check failed. | Read the validation list: lines, totals, customer, open period, draft status. |
| An invoice will not void | Money is allocated to it. | Reverse the customer receipt first, then void the invoice. |
| A posting is refused because the period is closed | The financial period is locked. | Reopen the period (Owner, Administrator or Accountant) or change the document date. |
| A year cannot be closed | Its periods do not cover the whole year, the year has not ended yet, the year is already closed, or a period of it is still locked. | Read the pre-close checks on the review screen and fix the one that failed. |
| A closed year reports no profit | The carry-forward entry is the year's result moved into retained earnings — the profit & loss still reports the revenue and expenses. | Read the result on the balance sheet as retained earnings (account 3100) and the profit & loss for the year. |
| GST Box 15 differs from the ledger | Late postings, a journal touching GST, or unposted documents. | Recalculate the draft return and review the reconciliation panel and transactions. |
| A bank line will not auto-match | The amount, date, reference or contact is not close enough. | Use Match and match manually, split the line, transfer it, post it by category, or ignore it. |
| Imported rows are rejected | Missing columns, wrong date or number formats, or duplicate codes. | Download the error report, fix the rows, and re-upload using the supplied template. |
| A report total looks wrong | The date filter excludes the document, or the document is still a draft. | Check the period; only posted documents count. |
13.2 Frequently asked questions
Can I edit a posted invoice or bill? No. Posted documents are immutable. Void the document or raise a credit note.
Can I delete a posted document? No. Delete is available for drafts only. Posted documents are reversed.
Does posting an invoice always write to the ledger? It depends on the accounting basis. On accrual, posting writes the journal. On cash, posting issues the document and revenue/GST are recognised when the receipt is recorded. The validate screen states which applies.
Can I change an organisation's GST frequency or financial year later? Yes, in Organisation → Settings. Existing returns keep the frequency and basis they were prepared with.
Does the application track stock or inventory? No. Products and services are a price list; quantities on hand are not tracked.
Does it support multiple currencies? Each organisation has one currency (NZD by default). Foreign-currency transactions and exchange-rate revaluation are not part of this release.
Is payroll included? The Professional plan lists payroll as a feature, but the payroll module has not been released yet.
Does it take real payments for subscriptions? Not yet. The checkout uses a stub payment service: trials and plan changes are recorded without charging a card.
Are bank feeds connected automatically? No. Bank lines are entered by hand or imported from a CSV statement, then matched and reconciled.
Is there an audit trail? Yes. Posting, voiding, sending, deletions, payment changes, bank matching and reconciliation actions are written to the audit log with the user, time, action, entity and IP address. A dedicated audit-log viewer is not part of this release.
Does it work on a phone or tablet? Yes. The layout is responsive; the navigation collapses into a drawer below the desktop breakpoint.
How do I get help, and what should I send? Ask your organisation Owner or Administrator first: they can see the users, roles and plan of the organisation. If the question is about the application itself, e-mail [email protected] and include the organisation name, the screen you were on (for example "Sales → Invoices"), what you expected and what happened. Never e-mail a password.
Where is the rest of the documentation? The online manual at https://accounting.reddot.nz/Manual is the living copy: it is updated whenever a feature is added and it carries a quick search. The PDF is the same content formatted for printing.