First checks
Sign-in or permission problem
- Confirm the invited email address.
- Confirm the user is signing in at the Balansix sign-in page and not an old or bookmarked address.
- Check role and client allocation.
- Check read-only state or workflow lock.
- Re-authenticate the browser session if appropriate.
Never send passwords or MFA codes to Support.
Upload problem
Check that the file is supported, is not corrupt, and is being uploaded through the correct workflow. For bank statements, also check whether the same lines already exist or overlap with a previous statement.
Accounting result looks wrong
Start with the bookkeeping mode. Then check the source document/bank line, posting date, nominal/VAT treatment, settlement allocation, opening balance and whether a controlled exception such as Document-Led bank-only coding was used.
Locked or finalised workflow
A lock is usually a control, not an error. Confirm why the workflow is locked and whether the authorised reopen/correction process is required.
Raise a support case
Provide the practice/user, client or demo client, module/screen, accounting period or transaction date, steps taken, expected result, actual result and a screenshot where useful. This gives Support enough accounting context to reproduce the problem without asking you to start again.