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Troubleshooting

Quick answers to the things that most often trip people up. If your issue is not here, check the FAQ or ask your account manager.

I cannot delete an invoice​

That is deliberate. Once an invoice is issued it has an official number, and deleting it would leave a gap in your statutory series. Use Cancel instead: it keeps the number and the record but marks the invoice cancelled, which is what GST expects. A draft invoice (one with no number yet) can be discarded freely.

A document says "Draft" instead of a number​

A document gets its number only when you issue it, not when you first create it. While it is a draft it shows "Draft" and prints as a watermarked preview. Click Save and issue (or the issue button on its page) when you are ready to put it on the official series.

I deleted a voucher and need it back​

Open Deleted vouchers. Deleting a voucher is a soft delete: it moves here and can be restored, as long as its number has not already been reused by another voucher. The list tells you whether the number is still free. If it has been taken, ClientOS will say so rather than create a clash.

My stock number looks wrong​

The on-hand number is the sum of every stock movement, so it is never typed directly. Open the product's stock page and look at its movements to see what changed it. If a real-world count differs, use Adjust stock, pick a reason, and the correction is recorded as its own movement.

A payment is sitting as an "advance"​

If you received money before there was an invoice, it is held as an advance on the client's account. When the invoice exists, open the advance receipt and use Allocate advance to apply it to that invoice. See the payments guide.

The Send button does nothing / no email goes out​

Sending has to be connected to your email or messaging provider first, which is arranged when your account is set up. Until then the Send buttons are visible but nothing leaves. See the communications guide for what to ask your provider or IT person for.

Tally shows "Waiting for agent"​

That is the normal state until the agent is connected. Install the agent on the computer running Tally or Busy, then on the Tally & Busy Sync page generate an enrolment code and paste it into the agent. See the Tally and Busy sync guide.

The GST tax split looks wrong (CGST/SGST vs IGST)​

The split is worked out from the seller's and buyer's GSTINs, never chosen by hand. If it looks wrong, check the GSTINs on your company profile and on the client: within-state gives CGST plus SGST, across-state gives IGST.

A client cannot log into the portal​

Each client needs their own portal login. Open the client, go to the Portal tab, and invite them. See the client portal guide.

An e-way bill is required but there is no file to download​

Fill in the transport details (vehicle, distance, transporter) in the e-way bill section on the invoice first; then you can generate the JSON to upload to the government portal. See the GST guide.