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Troubleshooting Guide

Find solutions to common issues and problems you might encounter while using Digit Tally.

Login and Access Issues​

Cannot Login to Account​

Symptoms:

  • "Invalid email or password" error
  • Login button not working
  • Page keeps reloading

Solutions:

  1. Verify Email and Password

    • Check for typos
    • Email is case-sensitive
    • Check Caps Lock is off

  2. Reset Password

    • Click Forgot Password
    • Enter your email
    • Check email for reset link (including spam folder)
    • Create new password

  3. Clear Browser Cache

    • Press Ctrl + Shift + Delete (Windows)
    • Press Cmd + Shift + Delete (Mac)
    • Clear cache and cookies
    • Try logging in again

  4. Try Different Browser

    • Use Chrome, Firefox, or Safari
    • Update to latest browser version

[SCREENSHOT: Login page with forgot password link]

Account Locked​

Symptoms:

  • "Account locked" message
  • Multiple failed login attempts

Solutions:

  1. Wait 30 Minutes

    • Accounts auto-unlock after 30 minutes of inactivity

  2. Contact Support

Email Not Verified​

Symptoms:

  • Cannot access account features
  • "Verify your email" banner

Solutions:

  1. Check Email Inbox

  2. Resend Verification Email

    • Click Resend Verification Email
    • Check inbox again
    • Wait 5-10 minutes for delivery

  3. Check Email Settings

    • Ensure email address is correct
    • Check if emails are being blocked
    • Add digit-tally.io to safe senders

Two-Factor Authentication (2FA) Issues​

Cannot Access 2FA Codes​

Symptoms:

  • Lost phone with authenticator app
  • Authenticator app deleted
  • Phone broken or stolen

Solutions:

  1. Use Backup Code

    • Click Use Backup Code
    • Enter one of your saved backup codes
    • Each code works once

  2. Email Recovery

    • Click Can't Access Codes?
    • Select Email Recovery
    • Follow instructions in email

  3. Contact Support

    • Provide identity verification
    • Support will help recover access
    • May take 24-48 hours

See: 2FA Troubleshooting

2FA Code Not Working​

Symptoms:

  • "Invalid code" error
  • Code expired

Solutions:

  1. Wait for Next Code

    • Codes expire after 30 seconds
    • Wait for new code to appear
    • Enter immediately

  2. Check Device Time

    • Ensure phone time is set to automatic
    • Incorrect time causes code mismatch
    • Settings > Date & Time > Automatic

  3. Verify Correct Account

    • Check you're viewing Digit Tally code
    • Not a different service's code

Invoice and Document Issues​

Invoice Not Sending​

Symptoms:

  • Email send fails
  • "Could not send invoice" error
  • Customer didn't receive invoice

Solutions:

  1. Verify Email Address

    • Check customer email is correct
    • No typos in email address
    • Format: name@domain.com

  2. Check Email Deliverability

    • Ask customer to check spam folder
    • Try different customer email
    • Download and send manually

  3. Use Alternative Method

    • Send via WhatsApp
    • Download PDF and attach manually
    • Generate shareable link

[SCREENSHOT: Invoice send options]

PDF Not Downloading​

Symptoms:

  • Download button not working
  • PDF won't open
  • Blank PDF file

Solutions:

  1. Allow Pop-ups

    • Enable pop-ups for digit-tally.io
    • Browser may be blocking download
    • Check browser settings

  2. Clear Browser Cache

    • Clear cache and try again
    • Use incognito/private browsing mode

  3. Try Different Browser

    • Use Chrome or Firefox
    • Update browser to latest version

  4. Use Print to PDF

    • Click Print instead of Download
    • Select "Save as PDF" in print dialog

Invoice Numbers Skipped​

Symptoms:

  • Missing invoice numbers (e.g., INV-001, INV-003, where's INV-002?)
  • Gaps in invoice sequence

Explanation:

  • Draft invoices reserve numbers
  • Deleted drafts leave gaps
  • This is normal and acceptable

Solutions:

  • No action needed - gaps are allowed
  • For continuous numbering, don't delete drafts
  • Or use custom number when creating invoice

Payment and Financial Issues​

Payment Not Recording​

Symptoms:

  • Cannot record payment on invoice
  • "Record Payment" button not working
  • Payment saved but doesn't show

Solutions:

  1. Check Invoice Status

    • Invoice must be "Sent" or "Pending"
    • Cannot record payment on Draft invoices
    • Send invoice first

  2. Verify Payment Amount

    • Amount cannot exceed invoice total
    • For partial payment, enter correct amount
    • Check currency matches

  3. Refresh Page

    • Press F5 to refresh
    • May be display issue
    • Check invoice payment history

  4. Try Different Device

    • Use different browser or device
    • May be temporary technical issue

Bank Reconciliation Not Balancing​

Symptoms:

  • Difference between book and bank balance
  • Cannot complete reconciliation
  • Missing transactions

Solutions:

  1. Review Unmatched Items

    • Check all items are matched correctly
    • Look for duplicate entries
    • Verify amounts match exactly

  2. Check for Missing Transactions

    • Bank charges not recorded
    • Interest earned not recorded
    • Deposits in transit
    • Outstanding checks

  3. Verify Date Range

    • Ensure using correct statement period
    • Check start and end dates
    • Transactions may be in different period

  4. Look for Errors

    • Transposed numbers (e.g., 150 vs 510)
    • Decimal point errors
    • Wrong account selected

See: Bank Reconciliation Guide

Performance and Loading Issues​

Site Loading Slowly​

Symptoms:

  • Pages take long to load
  • App feels sluggish
  • Timeouts or errors

Solutions:

  1. Check Internet Connection

    • Test internet speed
    • Try different network
    • Restart router/modem

  2. Clear Browser Cache

    • Delete cache and cookies
    • Close and reopen browser
    • Try again

  3. Close Other Tabs/Programs

    • Too many open tabs slow browser
    • Close unused applications
    • Free up computer memory

  4. Try Incognito Mode

    • Open incognito/private window
    • If faster, browser extensions may be causing issues
    • Disable extensions one by one

  5. Update Browser

    • Use latest browser version
    • Old browsers may have performance issues

  6. Try Different Time

    • May be temporary server load
    • Try during off-peak hours

Dashboard Not Loading​

Symptoms:

  • Blank dashboard
  • Loading spinner forever
  • Dashboard partially loaded

Solutions:

  1. Refresh Page

    • Press F5 or Ctrl+R
    • Hard refresh: Ctrl+Shift+R

  2. Check Workspace

    • Ensure workspace is selected
    • Try switching to different workspace
    • Switch back to desired workspace

  3. Clear Cache

    • Clear browser cache and cookies
    • Restart browser

  4. JavaScript Enabled

    • Ensure JavaScript is enabled
    • Check browser security settings

Data and Synchronization Issues​

Changes Not Saving​

Symptoms:

  • Edits don't save
  • "Save" button not working
  • Changes revert after saving

Solutions:

  1. Check Internet Connection

    • Must be online to save
    • Check connection is stable
    • Try again when connected

  2. Verify All Required Fields

    • Ensure all required fields filled
    • Look for error messages
    • Red fields indicate problems

  3. Refresh and Re-enter

    • Refresh page
    • Re-enter information
    • Save again

  4. Try Different Browser

    • May be browser compatibility issue
    • Use Chrome or Firefox

Data Not Syncing Across Devices​

Symptoms:

  • Changes on phone not showing on computer
  • Different data on different devices

Solutions:

  1. Refresh Both Devices

    • Refresh page on all devices
    • Data should sync

  2. Check Same Workspace

    • Verify same workspace selected
    • Workspace selector at top

  3. Check Same Account

    • Ensure logged into same account
    • Not using different team member login

  4. Log Out and Back In

    • Sign out completely
    • Sign back in
    • Data should resync

Customer and Supplier Issues​

Cannot Find Customer/Supplier​

Symptoms:

  • Customer not appearing in dropdown
  • Supplier missing from list

Solutions:

  1. Check Search Terms

    • Try searching partial name
    • Check for typos
    • Try alternative spelling

  2. Check Filters

    • Remove any active filters
    • Check "Active" vs "Archived"
    • Show all statuses

  3. Verify Workspace

    • Customers are workspace-specific
    • Check correct workspace selected
    • Customer may be in different workspace

  4. Check If Archived

    • Go to customer list
    • Show "Archived" customers
    • Unarchive if needed

Duplicate Customers Created​

Symptoms:

  • Same customer appears multiple times
  • Different spellings or emails

Solutions:

  1. Merge Duplicates

    • Go to customer list
    • Click Find Duplicates
    • Select customers to merge
    • Confirm merge

  2. Prevent Future Duplicates

    • Search before adding new customer
    • Use consistent naming
    • Check by email or phone

See: Manage Customers

Report Issues​

Report Not Generating​

Symptoms:

  • Report generation fails
  • Blank report
  • Error message

Solutions:

  1. Check Date Range

    • Ensure valid date range selected
    • Start date before end date
    • Dates not in future

  2. Verify Data Exists

    • Check transactions exist in period
    • Empty reports if no data

  3. Try Different Format

    • If PDF fails, try Excel
    • If Excel fails, try PDF

  4. Clear Cache and Retry

    • Clear browser cache
    • Refresh page
    • Generate again

Report Data Looks Wrong​

Symptoms:

  • Numbers don't match expectations
  • Missing transactions
  • Incorrect totals

Solutions:

  1. Verify Date Range

    • Double-check start and end dates
    • May be looking at wrong period

  2. Check Filters

    • Remove filters to see all data
    • Filters may be hiding transactions

  3. Review Transactions

    • Drill down into report
    • Click amounts to see details
    • Verify transactions are correct

  4. Check Workspace

    • Ensure correct workspace selected
    • Data is workspace-specific

Mobile Issues​

Mobile Layout Problems​

Symptoms:

  • Elements overlapping
  • Text too small or too large
  • Buttons not clickable

Solutions:

  1. Check Zoom Level

    • Ensure zoom is 100%
    • Pinch to zoom reset

  2. Rotate Device

    • Try landscape orientation
    • Some features work better in landscape

  3. Update Browser

    • Use latest mobile browser
    • Update iOS/Android

  4. Try Different Browser

    • Safari on iOS
    • Chrome on Android

Cannot Upload Files on Mobile​

Symptoms:

  • File upload button not working
  • Camera not accessible
  • Files not uploading

Solutions:

  1. Grant Permissions

    • Allow camera access
    • Allow photo library access
    • Check app permissions

  2. Check File Size

    • Files may be too large
    • Reduce image size
    • Max size usually 2MB

  3. Try Different Method

    • Use desktop for file upload
    • Email files to yourself
    • Upload from computer

Contact Support​

If you've tried the solutions above and still have issues:

Support Channels​

Email Support:

  • Email: support@digit-tally.io
  • Include: Account email, description of issue, screenshots
  • Response: Within 24 hours

WhatsApp Support:

  • Number: +234 XXX XXX XXXX
  • Hours: Monday-Friday, 8 AM - 6 PM WAT
  • Response: Within 2-4 hours

Live Chat:

  • Click chat icon (bottom right of screen)
  • Available during business hours
  • Immediate response

Phone Support:

  • Available for Business and Enterprise plans
  • Call: +234 XXX XXX XXXX
  • Hours: Monday-Friday, 9 AM - 5 PM WAT

[SCREENSHOT: Support options in app]

What to Include in Support Request​

Provide:

  1. Account Details

    • Your email address
    • Workspace name (if applicable)

  2. Issue Description

    • What you were trying to do
    • What happened instead
    • Error messages (exact text)

  3. Screenshots

    • Take screenshot of error
    • Show relevant page
    • Helps us diagnose faster

  4. Browser/Device Info

    • Browser name and version
    • Operating system
    • Device type (phone, tablet, computer)

  5. Steps to Reproduce

    • What steps lead to the issue
    • Can you make it happen again?

Example Support Email:

To: support@digit-tally.io
Subject: Cannot send invoice to customer

Hi Support Team,

I'm unable to send invoices to customers via email.

Details:
- Account: john@abctrading.com
- Workspace: ABC Trading Ltd
- Browser: Chrome 120 on Windows 11
- Error: "Could not send invoice" appears after clicking Send

What I did:
1. Created invoice INV-001 for XYZ Corp
2. Clicked "Save and Send"
3. Error message appeared

Screenshot attached.

Please help!

Thanks,
John

Emergency Issues​

Cannot Access Account (Urgent)​

For urgent access issues:

  1. Try all troubleshooting steps above
  2. Contact emergency support: emergency@digit-tally.io
  3. Call support hotline (if available on your plan)
  4. Explain urgency (e.g., payroll deadline)

Data Loss Concerns​

If you think data is lost:

  1. Don't panic - data is backed up daily
  2. Check different workspace (may be viewing wrong one)
  3. Contact support immediately
  4. Request data recovery if needed
  5. We can restore from backups

Security Concerns​

If you suspect unauthorized access:

  1. Change password immediately
  2. Enable 2FA if not already enabled
  3. Sign out all other sessions
  4. Contact security@digit-tally.io
  5. Review login history and activity

What's Next?​

Prevention is Better
  • Regularly clear browser cache
  • Keep browser updated
  • Use strong passwords
  • Enable 2FA
  • Backup data regularly
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