Troubleshooting

Common problems in Spyral, listed by what you are seeing, with the fix for each.

Listed by symptom, because that is usually all you know at the time.

Documents

I dropped a file and nothing happened

The file is probably not an accepted type. Direct upload accepts PDF, DOCX and XLSX only, up to 10 MB. An unsupported file can be rejected without a visible message.

Convert the file, or if it is larger than 10 MB, bring it in through a connected Google Drive or Dropbox account instead, which allows larger files.

The document uploaded but has no type, no company and no tags

The document finished processing, but one of the later steps did not produce a result. This can happen with an unusual layout, a poor quality scan, or a document type Spyral does not recognise.

The document is still stored, still searchable by filename, and can still be opened. If it should have been recognised, tell us and include the document.

The document type is wrong

I searched for a phrase inside a document and got nothing

The Library search box matches filenames only. It does not search inside documents.

To search content, use the assistant instead. See Asking a good question.

A document has been processing for a long time

Large scanned PDFs take longer, because they are read with OCR rather than lifted from a text layer.

If a document appears stuck, leave it. Stalled processing is detected and cleared automatically within an hour. Re-uploading the same file usually just adds a duplicate.

Annual accounts

I cannot find Annual Accounts anywhere

It is not in the sidebar. Annual accounts live on the company: open Companies, open the company, and use its Finance tab.

See Import a company from an RCS extract.

The cycle shows the wrong financial year

A cycle created automatically from an RCS import always assumes 1 January to 31 December, even when the company has a different year end.

I cannot dispatch, it says manager emails are missing

Every manager needs an email address before the board resolution can go out. Open Configure and fill in the ones it names.

The shareholder never received anything

Two common causes.

1. The board resolution is not finished. The shareholder request is only sent once every manager has signed.
2. The signer was set in the wrong place. Marking someone as primary signer on the Shareholders tab does not reliably set who receives the request. Set the signer in the Configure dialog, which always works.

The shareholder declined and now the cycle is stuck

Nobody is getting deadline reminders

eCDF

The export failed and named a missing identifier

Your firm's details, that company's details, or both are incomplete. Firm details are in Settings → Team → eCDF filing. Company details are on the company's edit dialog.

See Set up your firm's eCDF agent access.

The export failed on an account that does not map, or posts to an aggregate

Both mean the same thing in practice: an account code on one of your journal lines cannot be filed as written. Correct the code on the offending line and export again.

See Export the eCDF file and fix rejections.

The ledger does not balance

An entry has been edited into an unbalanced state. Open the ledger, find the entry flagged as unbalanced, and correct it. See Reviewing a ledger.

Bookkeeping

I uploaded documents for a company but there are no entries

Two likely reasons, neither of which is visible on screen:

1. The document was not classified as a financial document.
2. Automatic bookkeeping is switched off for that company.

Check the second first, on the company's Bookkeeping tab. See How journal entries get created.

The entries are filed under the wrong year

A ledger I already reviewed is asking for review again

A new document was posted to it. Adding entries moves a finalised ledger back to awaiting review, so the Reviewed badge never covers entries nobody has looked at. Review the new entries and it returns to Reviewed.

Signing in

I am asked for a code every single time

That is expected. There is no "remember this device". Setting up an authenticator app makes it faster than waiting for an emailed code. See Sign in and set up two-factor authentication.

I lost the phone with my authenticator app

I was invited by a second firm and it will not let me join

An account belongs to one firm permanently. You need a second account with a different email address.

Still stuck

Get in touch. Telling us what you were doing, which company or document was involved, and what you expected to happen gets you an answer fastest.