Login is rejected
- Confirm the Tenant Code belongs to the intended organisation.
- Check the User ID carefully; it may differ from an email address.
- Confirm Caps Lock and keyboard layout before retrying.
- Ask an administrator whether the user is active and has company access.
- Use the approved password reset process instead of creating a shared account.
A menu or page is unavailable
Confirm the selected company, user access level and module permission. If a custom module was newly generated, verify that it is installed for the tenant and enabled in local permissions.
Report totals look unexpected
- Recheck date range, company and financial year.
- Clear unintended filters and compare with the relevant register.
- Open the source vouchers and confirm debit, credit, tax and stock values.
- Record the exact filter values and document IDs before contacting support.
Information to provide support
Useful and safe context
Provide Tenant Code, company name, module, record ID, approximate time, expected result, actual result and a redacted screenshot. Never send passwords, tokens or database credentials.