Troubleshooting

Diagnose and fix the most common issues. Follow each checklist step-by-step before contacting support.

DI Extraction Errors

Extraction fails immediately with "Unsupported file type"

Confirm the file is a PDF, PNG, JPG, or TIFF. Other formats (e.g., DOCX, XLSX) are not supported.
Re-save the document as PDF using your source application (Word, Excel, etc.) and re-upload.

Extraction completes but returns no transactions

Check that the uploaded document is a financial statement, not a blank or non-financial page.
If the document is a scanned image (not machine-readable), ensure the scan resolution is at least 150 DPI.
Try converting the image to a PDF with OCR enabled (e.g., Adobe Acrobat) and re-upload.
Confirm the document language is English. Multi-language support is limited in the current pilot.

Extraction is stuck on "Processing" for more than 5 minutes

Refresh the page. If the status resets to Uploaded, re-trigger the extraction.
Check your credit balance — if credits ran out mid-process, the extraction may have been cancelled.
Large documents (50+ pages) may take longer. Wait up to 10 minutes before retrying.
If the issue persists, contact support@ledgerpilot.com with the document ID shown on the document detail page.

Extracted amounts or dates are incorrect

Use the inline editor on the extraction review page to correct individual values.
For systematic errors (e.g., date format misread), check whether the source document uses a non-standard format (DD/MM vs MM/DD) and correct manually.
Report patterns to support — recurring model errors help us improve extraction accuracy.

Can't log in — "Invalid credentials"

Double-check your email address for typos.
Passwords are case-sensitive. Ensure Caps Lock is off.
Use the Forgot Password link on the login page to reset your password.
If you signed up with a social provider (Google, Microsoft), use that same provider to log in — not email/password.

Account not confirmed / email not received

Check your spam/junk folder for the confirmation email.
Use the Resend Confirmation link on the login page.
Ensure your email provider isn't blocking mail from noreply@ledgerpilot.com. Add it to your safe-senders list.
If using a corporate email with strict filters, contact your IT department to whitelist the domain.

Redirected to login immediately after navigating to a page

Your session may have expired. Log in again — sessions are valid for 8 hours by default.
Ensure cookies are enabled in your browser. LedgerPilot requires session cookies.
If using a private/incognito window, cookies may be restricted. Try a normal browser window.
Clear browser cookies for www.ledgerpilot.com and log in fresh.

Payment declined

Verify the card number, expiration date, and CVV are correct.
Ensure your billing address matches what your bank has on file.
Contact your bank to confirm the card is not blocked for international/online transactions.
Try a different card or payment method (ACH if available).

Charged but credits not updated

Wait 1–2 minutes and refresh the Billing & Usage page. Credit updates may have a short delay.
Check your email for a Stripe payment receipt to confirm the charge was processed.
If the receipt is present but credits are still missing after 5 minutes, contact support@ledgerpilot.com with your Stripe receipt ID.

Cannot access Billing & Usage page

Only users with Organisation Admin or Billing role can access billing. Check your role with your organisation admin.
If you believe your role is correct, try logging out and back in to refresh your permissions token.

Page won't load / blank screen

Hard-refresh the page: Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac).
Clear the browser cache for www.ledgerpilot.com (Settings → Privacy → Clear browsing data).
Disable browser extensions temporarily, especially ad-blockers, which may block API requests.
Try a different browser (Chrome, Edge, Firefox). LedgerPilot requires a modern browser with WebAssembly support.

Changes not saving / data appears stale

Check your network connection. LedgerPilot is a cloud application and requires active internet access.
Look for error toast notifications in the bottom-right corner — these indicate save failures with details.
Reload the page and check whether the latest saved state is displayed correctly.
If data loss appears to have occurred, contact support immediately with the affected client name and approximate time of the issue.

PDF export shows "Generating…" indefinitely

Wait up to 60 seconds — PDF generation involves server-side rendering and may take time on first use.
Ensure you have an active internet connection throughout the export process.
Try again after a page refresh. If the issue recurs consistently, report it to support@ledgerpilot.com.

Issue not listed here?

Contact our support team and include as much detail as possible: steps to reproduce, browser/OS, any error messages shown.