First checks
Before raising a support case, identify whether the issue is access, browser/display, file upload, accounting data or a controlled workflow state. This helps distinguish a technical problem from a condition the software is intentionally preventing.
- Refresh the page once.
- Confirm you are in the correct client and period.
- Check whether the item is locked, finalised, read-only or awaiting review.
- Read the on-screen message fully.
- Try the same action once more only if it is safe to do so.
Browser or display problem
If a screen is not rendering correctly, confirm that the browser is current and test whether the problem persists after a normal reload. If the issue is limited to one browser or one machine, include that information in the support case.
Do not repeatedly submit a form or posting action just because the display appears slow. First confirm whether the original action completed.
Upload problem
Confirm the selected file is the intended client record and check the supported file type/size shown in the upload workflow. If one file fails while others work, note the filename and format. If all uploads fail, capture the message and time.
Accounting result looks wrong
Start from the accounting evidence. Check the transaction, allocation, VAT basis, opening balance or schedule that produced the figure. Use drill-down and source documents before changing the output.
If the issue is in the ledger, correct the ledger. Do not compensate by changing the final accounts mapping or exported report.
Access or permission problem
Confirm the user role, client allocation and whether the user is intentionally read-only. If a person cannot see a client, the correct fix may be client allocation rather than a broader role.
Locked or finalised workflow
A reconciliation/finalisation lock may be deliberate. Check the status before treating the inability to edit as an error. If a correction is genuinely required, use the approved controlled route.
Raise a support case
If the problem continues, provide enough information to reproduce it: user, client, module, period/date, exact action, expected result, actual result and screenshot/message. For accounting issues, include the accounting context rather than only saying that a button does not work.