Common problems and what they mean

"The service is not responding. Please try again."

The page could not load its data. Choose Try again. This does not sign you out. If it keeps happening, tell whoever runs the service.

The ERPNext connection test fails

Check the address, then the key and secret. The address is the one you use in your browser. If the key is wrong, replace it: you cannot read a saved key back, but you can enter a new one. See Connect ERPNext.

My company is not in the list

The list shows only companies the read-only user can see. Check that user's role in ERPNext.

Figures are missing or held back

Something Onzli cannot decide for you needs your answer: a tax template without a decision, VAT accounts not yet confirmed, an unsupported accounting scheme, or a source exception. The VAT setup step and the validation list say which. See Resolving validation errors.

HMRC is not connected, or the connection expired

Reconnect under Settings, Connections, HMRC. See Connect HMRC.

"Setup is not finished"

An administrator has not completed guided setup. Choose Continue guided setup.

"This business is closed or suspended"

No new returns can be prepared or filed, but your records stay available. Contact whoever administers Onzli for your business.

A setup link does not work

Setup links work once and expire after 24 hours. Ask for a new one.