Troubleshooting

A router rather than a manual: find the symptom, follow the link. Each guide carries its own Common problems section with the detail.

I cannot see a section in the sidebar

First check you are looking in the right place. In an accounting entity on a desktop screen the sidebar is an icon rail of areas with a panel of the selected area's pages beside it, so a page is only listed once its area is selected: pick the area's icon in the rail (hover for names) and the panel switches to it. Historical sync is under Portfolio, Posted Transactions and Grouped Transactions under Reporting, the Balance Sheet (the token cards list) under Reconcile, and spam tokens and token requests under Settings → Token Management. Portfolio entities, guests and phones get a single list instead. See finding your way around.

If it is genuinely not there, most missing sections are a feature that is switched off rather than a fault.

Missing	Why
Posting, reconciliation, categories, rules, Cost Basis, Reports, Audit Trail	The entity is in portfolio mode. See portfolio or accounting.
Entity settings (General, Team, QuickBooks, Reconciliation), Audit Trail	You are not an admin or owner. See roles and permissions.
QuickBooks area, Hold Matches	The QuickBooks integration is off in QuickBooks settings.
Suspense Matches	Suspense matching is off in QuickBooks settings.
Bills, Invoices, Suppliers, Customers	QuickBooks bills and invoices is off in QuickBooks settings.
Journal Entries	Unposted journal entries is off in QuickBooks settings.
Adjustments	Adjustments is off in Reconciliation settings.
Exchange Transactions	The entity has no exchange account. See connect an exchange.
Custodian Transactions	The entity has no custodian account. See connect a custodian.
Fiat Transactions	The entity has no fiat account. See add a fiat account.
Most sections, including Support and Settings, as a guest	Guests are restricted by design. See roles and permissions.

Nothing is syncing

1. Check the chain. An address added under the wrong chain indexes nothing and looks exactly like a sync that has not run. See add an on-chain account.
2. Check the credentials, on an exchange. An account under Needs reconnect on its integration page has no working key.
3. Check the last transaction date on the dashboard. Weeks old on a busy entity means syncing has stalled.
4. Check the sync queue on historical sync, and queue a job yourself with Request sync.
5. A fiat account never syncs. It has no chain and no API. Its transactions come from a statement import.
6. A custodian account is slow to populate. Balances and transactions arrive through daily background jobs after connect, not immediately. See connect a custodian.

For history that predates the account being added, request a historical sync.

A transaction will not post

Work down in this order, because each step depends on the one before:

1. Missing token: SimplyLedger does not carry the asset. Request it, or mark it as spam if it is junk.
2. Missing token address: the token exists but has no contract address on this chain.
3. Missing token card: both exist, but the account has no card for the token.
4. Unreconciled days: rows are withheld on UTC days that have not reconciled against the chain. See the posting overview.

All four are surfaced on the posting overview, in that order.

A row has vanished from the pending queue

• It was posted. Find it in posted transactions.
• It was discarded. Find it in discarded transactions and restore it.
• Its token was marked as spam. Find it in spam tokens and remove it from spam.
• Its day is unreconciled and it is being withheld. See above.
• It was a manual or uploaded row and somebody deleted it. Those leave no trace to restore; add or upload it again.

Amounts or values look wrong

Symptom	Likely cause
Value shows as zero	No token price stored for that date. On a fiat line, check fiat prices instead.
Amount out by a factor of ten or more	The token address has the wrong exponent. See tokens and addresses.
Balance disagrees with the chain	The token card may be missing holding type splits, or an opening balance.
No closing balance at all on a reconciliation	Nothing was collected for that day. Fetch it, enter it yourself, or backfill on the token card. See balance collection and when no closing balance was found.
No closing balance, and no Fetch balance either	That card's balance cannot be read back from a chain. See when historical collection is not offered, and add the balance manually.
QuickBooks balance disagrees	The balance is a snapshot. Resync it from QuickBooks accounts.

Something is wrong in QuickBooks

Symptom	Where to look
A posting has no journal ID	It has not synced yet. See QuickBooks.
An ! beside Posted Transactions	A posting's account was deactivated in QuickBooks. See posted transactions.
An entry exists in QuickBooks but not here	See journal entries.
An account is missing from the import picker	It has no account number in QuickBooks. See QuickBooks accounts.
Suspense will not clear	See suspense matches.

I cannot get in

• Forgotten password: request a reset link from sign in, then follow reset your password.
• Lost your authenticator: see account security.
• Session expired: sign in again. See sign in.
• Invitation link does not work: it may have been cancelled or already used. Ask an admin to send another from the Team page.
• Your entity is pending: an accounting entity needs approval before it opens. See choose an entity.

Still stuck

Raise a support ticket. Include the entity, the page, and any IDs on screen: a transaction ID, a public reference such as SVC-P-1 or SVC-W-2, or an audit ID makes a ticket answerable at a glance.