Help › Troubleshooting and FAQ

Troubleshooting and FAQ

My bank file says "No rows were found"

Make sure it is the account activity export (CSV or Excel), not a statement summary. Title rows above the header are fine. For a PDF, see PDF and scanned statements.

A payment matched the wrong sibling

Choose the right one on the review screen. Ask the family to put the child's account number (or the family number) in the memo, and the next payments match at once.

The same payment shows twice

They come from two uploads with different layouts. Check Possible duplicates under Matching issues, and mark one as not a payment.

A payer pays for someone with a different name

Make a rule: Always match this payer to… (press r on the review screen).

I can't change anything

You may have the Viewer role: it can view everything but not change or export. Ask an Admin.

I can't change an assignment

The list was finalized. An Admin or Owner can reopen it, with a reason.

Emails don't arrive

Check the address on the contact's page, and whether it is marked unsubscribed or bouncing. The No contact email report lists who has none.

How do I turn the AI off?

Settings › Privacy and security, or the switch on the upload and review screens.