Troubleshooting guide

Before running automation or raising a support ticket, follow these steps to resolve common issues.

Before running automation

• Clear browser cache before starting or re-running a client to avoid loading outdated data.
• Refresh the page after uploading or deleting key files such as Trial Balance or CoA.
• Ensure all required toggles in Client Setup are enabled before proceeding to automation.
• Verify that the correct Client is selected before running automation.
• Reconfirm that source documents are uploaded to the correct data source and in the correct format.
• If changes are made after automation, use Re-Run instead of continuing with outdated results.

When to contact support

Raise a support ticket if:

• Automation results do not match expectations after re-run.
• A required option or button is disabled unexpectedly.
• Errors persist despite refreshing or re-running.
• System behaviour differs from what is described in this guide.