Troubleshooting
Posting and dates
Section titled “Posting and dates”“Cannot post on … — this period is locked / closed.” The document’s date is inside a locked or closed fiscal year. Change the date, or unlock the year under Settings → Fiscal Years. See Fiscal years.
“… is before the business was created.” Only opening balances may be dated before your start in OneBooks. Use Opening balances for pre-existing debts and balances.
“Future dates are not allowed.” Documents cannot be dated after today.
“Account … is archived.” Pick another account, or restore the account under Accounting → Chart of Accounts.
Payments and balances
Section titled “Payments and balances”“Payment amount exceeds balance due.” Record the extra as a standalone payment (it becomes unapplied credit) — see Payments received.
“This invoice cannot be voided.” It has payments, allocations or an open credit note, or ZATCA has cleared it. Delete the payment first, or issue a credit note. See Invoice statuses.
The receivables total and the balance sheet disagree. They never should — both read the same postings. Refresh the page; if it persists, contact support with the date you compared.
Bank reconciliation
Section titled “Bank reconciliation”“Statement already exists for an overlapping period.” Delete the earlier draft or change the period.
The closing balance check fails. An unmatched or ignored line, or a mismatched amount. Filter to Unmatched and create the missing entries (bank charges, interest). See Bank reconciliation.
Integrations
Section titled “Integrations”A POS day shows Failed with “unmapped tender / payment type”. Map that payment type to a cash or bank account on the connection and re-sync the day. See the connector’s page under Apps and integrations.
ZATCA (Saudi Arabia)
Section titled “ZATCA (Saudi Arabia)”Rejected with a BR-KSA rule. ZATCA’s validation found a data issue named by the rule — usually the seller or buyer address, VAT number format or a missing Arabic name. Fix it in Settings → KSA ZATCA or on the customer and resubmit from the ZATCA dashboard. See Saudi Arabia.
Stuck on Pending or Submitting. Submissions retry automatically with increasing delays. If a document stays pending for more than an hour, check the dashboard’s error column and use Retry.
Sign-in
Section titled “Sign-in”“Too many requests.” Wait a minute; sign-in is rate-limited.
“Email not verified.” Use Resend verification email on the sign-in page.
“Login failed” right after loading the page. Try again — if it repeats, clear the site’s stored data or use a private window, then contact support.
Still stuck?
Section titled “Still stuck?”Ask the AI Assistant (“why can’t I void this invoice?”) or open a request under Support. See Get support.