Troubleshooting

Work through the section that matches what you are seeing. If none of these help, contact us and tell us what you tried.

The verification email has not arrived

You need to verify your email address before you can sign in.

Wait a couple of minutes. Delivery is not always instant.
Check your spam, junk and promotions folders.
Check that you signed up with the address you are looking in. A typo means the email went somewhere else; sign up again with the correct address.
Ask for a new email. Straight after signing up, click Resend email in the confirmation window. Later, try to sign in at ai.bokapsys.com/login: the sign-in page shows a Resend verification email link when your address is not yet verified.
If your company filters incoming mail, ask your IT team to allow email from bokapsys.com.

Forgot your password? Click Forgot? on the sign-in page and follow the emailed link to choose a new one.
Signed up with Google or Microsoft? Use the same Continue with Google or Continue with Microsoft button to sign in.
Asked for an authenticator code? Enter the current six-digit code from your authenticator app. If a code is rejected, wait for the next one and try again.
Too many attempts? After several failed attempts, sign-in is paused for a short while. Wait a few minutes before trying again.

I cannot see a page or a button

What you can see depends on your role and your workspace’s plan.

If a page is missing from your sidebar, or opening it shows that you do not have access, ask a workspace admin to check your role in Team Management. See Team and roles.
To find a page quickly, press Ctrl K (⌘ K on a Mac) and type its name. If search doesn’t list it, your role doesn’t include it. See Finding your way.
If a feature asks you to upgrade, it is not included in your current plan. See Subscriptions.
If a red banner says your plan’s payment did not go through, the workspace is limited to the Free plan until it’s paid. See When a payment fails.
If you belong to more than one workspace, check you are in the right one. The current workspace is shown in the app, and you can switch from Workspaces under Account.

A file is stuck or was read badly

Open Import Bank Data and choose Mapping Statements to see where each file is.

It shows Uploaded, Extracting or Queued. The file is still being read. Large PDFs take longer. You can leave the page or sign out; it carries on without you. Come back in a few minutes.
It was rejected as already uploaded. A file with exactly the same contents is already in your workspace, so it is not imported twice.
It says the transaction limit was reached. Your workspace has used its transaction allowance for the plan. Upgrade from Subscriptions and upload again. If the message says your last subscription payment did not go through, update your card on Subscriptions instead; your paid plan’s allowance comes back once the payment succeeds.
It finished, but transactions are wrong or missing. Expand the file’s card and choose Re-extract from scratch to read the file again. It is only offered while none of the file’s statements have been posted or reconciled. If it is not offered, correct the affected statements in View Statements instead.
It uploaded the wrong file. You can delete a file and its statements from its card until any of them are posted or reconciled. For safety, Bokapsys emails you a code to confirm the deletion.

See Upload bank files and Mapping statements.

Statements are missing from View Statements

View Statements only shows statements that have an account from your chart of accounts. Check these in order:

Look for the banner at the top of View Statements that reads “statements not shown yet”. It counts statements still waiting for an account. Click through to Mapping Statements and classify them.
Clear any filters or date range on View Statements. A filter left on from earlier is the most common cause.
Check the file or bank sync actually finished in Mapping Statements, and that the statements were not set aside as duplicates of ones already in your books. See Duplicates.
For a bank feed, check the connection in Live Bank Feeds is healthy and has synced recently.

Reconciliation does not balance

When Calculate Difference shows a difference, work through these causes. Most differences are explained by the first two.

Wrong date or balance. Check that Statement End Date and Actual Bank Statement Balance come from the same bank statement, and that you picked the right account in Select Account. For a credit card, enter the balance you owe.
Timing. Payments you have recorded may not have cleared the bank by the statement date. Tick them under In-transit / outstanding statements, or click Auto-detect. If they explain the difference, the account is reconciled with no adjustment.
Unmapped statements. A warning says some statements up to this date have no account yet. Unmapped statements are not in your books. Map them in Mapping Statements before saving.
Statements classified to Cash. A red warning lists statements classified to a Cash account. These are not posted to the ledger, so the system balance is missing them. Reclassify each to its real category, such as income, a loan or owner’s funds, and post it.
Unposted statements. If bank statements are set to Manual posting, mapped statements wait for you. Post them from View Statements with Post Now.
Missing or duplicated data. A missing statement file for part of the period, or a transaction imported twice, shows up as a difference. Check Data History for gaps and View Statements for repeats.

If a real difference remains, such as a bank fee you never recorded, you can tick Create an adjustment entry for the remaining difference? before saving. See Reconciliation.

A bank connection needs reconnecting

Banks sometimes ask you to sign in again, for example after a password change or when their consent expires. When that happens, the connection shows Needs attention in Live Bank Feeds and stops syncing until you fix it, so you are never silently missing days.

Open Import Bank Data and choose Live Bank Feeds.
Find the connection marked Needs attention and click Reconnect.
Sign in to your bank in the window that opens.
When you see Connection restored, syncing resumes automatically. Click Sync to pull the latest transactions now.

If Sync fails repeatedly, delete the connection and connect it again. Statements already imported stay in your books. See Live bank feeds.

Report numbers differ from Money in and Money out

This is expected. Money in and Money out on View Statements and Analyze Statements total the cash in the statements currently in view. They include transfers between your own accounts and statements not yet posted. The Dashboard and Financial Reports show posted income and expenses for a set period, and leave transfers out.

Use the Dashboard and Income Statement to judge profit. See Key concepts.

My reports or Dashboard look incomplete

The current month is missing from the Dashboard. The Dashboard only reports whole, completed months. Use Financial Reports with a custom date range to see the month so far.
Recent activity is missing from a report. Check for unposted entries. Financial Reports shows a banner when unposted transactions could change the numbers, and each source page shows Post Now when something is waiting. See Posting settings.
Statements are unmapped. Unmapped statements do not count anywhere until they have an account.
The fiscal year looks wrong. Check Fiscal Year Starts in Company Settings under Regional Settings.

The AI keeps classifying something wrong

Correct it once, in the right place. In Mapping Statements, click Review and change the account on the group for that description, or edit the statement in View Statements. Bokapsys updates every matching unreconciled statement and remembers the choice for future imports. See Mapping statements.

Dates or amounts are in the wrong format

Formats follow your workspace’s regional settings, not your browser. Open Company Settings, check Country, Timezone and Fiscal Year Starts under Regional Settings, and click Save changes. See Company settings.

FAQ