Troubleshooting

Common issues and their solutions. If you don't find your issue here, contact support at support@gibir-negari.com

Quick Jump to Issue

→ Login & Authentication Issues → eTax Connection Problems → Transaction Entry Errors → Report Generation Issues → Trial Balance Not Balancing → Performance & Speed Issues → Backup & Data Recovery

Login & Authentication Issues

❌ "Invalid credentials" error

Cause: Incorrect email or password.

Solutions:

1.Double-check your email address for typos
2.Ensure Caps Lock is off when entering password
3.Click "Forgot Password" to reset your password
4.If you signed up with Google/Microsoft, use "Sign in with Google/Microsoft" button

❌ "Email not verified" error

Cause: You haven't verified your email address after signup.

Solutions:

1.Check your email inbox for verification link
2.Check spam/junk folder if you don't see the email
3.Click "Resend verification email" on the login page

❌ Session expired / Logged out automatically

Cause: Your session timed out after 24 hours of inactivity for security.

Solution:

Simply log in again. Your data is safe and unchanged.

eTax Connection Problems

❌ "Failed to connect to eTax portal"

Cause: Incorrect eTax credentials or portal is down.

Solutions:

1.Verify your eTax username and password by logging into the eTax portal directly
2.Update credentials in Settings → eTax Credentials
3.Check if the eTax portal is accessible (sometimes ERCA servers are down for maintenance)
4.Try again in 30 minutes if portal is temporarily unavailable

❌ "No tax periods found"

Cause: Your TIN is not registered for the selected tax type, or periods haven't been created yet.

Solutions:

1.Verify your TIN is registered for VAT/WHT/Income Tax with ERCA
2.Check the eTax portal directly to see if periods exist
3.Contact ERCA if you believe you should have tax periods but don't see them

❌ TASS verification fails

Cause: Receipt number is invalid or not registered in TASS system.

Solutions:

1.Double-check the receipt number for typos
2.Verify the supplier's TIN is correct
3.Contact the supplier to confirm they registered the receipt with ERCA
4.Some receipts may take 24-48 hours to appear in TASS after issuance

Transaction Entry Errors

❌ "Receipt limit reached"

Cause: You've hit your plan's monthly transaction limit.

Solutions:

1.Wait until next month (limits reset on the 1st)
2.Upgrade to a higher plan: Settings → Billing & Subscription

❌ "Invalid VAT amount"

Cause: VAT calculation doesn't match 15% of the taxable amount.

Solutions:

1.Verify: VAT = Subtotal × 15%
2.Check for rounding errors (VAT should be rounded to 2 decimal places)
3.If the receipt shows a different VAT amount, enter it as-is and note the discrepancy

❌ "Cannot delete transaction"

Cause: Transaction is locked because it's been filed or reconciled.

Solutions:

1.If the transaction was filed with ERCA, you cannot delete it (audit trail requirement)
2.Instead, create a reversing entry or adjustment
3.Contact support if you believe the transaction should be deletable

Report Generation Issues

❌ Report shows zero or blank data

Cause: No transactions in the selected date range, or filters are too restrictive.

Solutions:

1.Expand the date range (e.g., select "All Time" or "This Year")
2.Remove filters (account type, customer, vendor)
3.Verify you have entered transactions for the period

❌ PDF export fails or is blank

Cause: Browser popup blocker or large report size.

Solutions:

1.Allow popups for gibir-negari.com in your browser settings
2.Try exporting to Excel/CSV instead if report is very large
3.Reduce date range to generate smaller report

Trial Balance Not Balancing

❌ "Trial balance does not balance"

Cause: Debits don't equal credits, indicating a data entry error.

Diagnostic Steps:

1.Go to Accounting → Trial Balance and note the difference amount
2.Check recent manual journal entries for errors
3.Verify opening balances were entered correctly
4.Look for transactions with missing debit or credit sides
5.Contact support with the difference amount for assistance

Performance & Speed Issues

❌ System is slow or pages take long to load

Cause: Network issues, browser cache, or large data volume.

Solutions:

1.Clear your browser cache and cookies
2.Try a different browser (Chrome, Firefox, Edge)
3.Check your internet connection speed
4.Reduce date ranges when generating large reports
5.If you have 10,000+ transactions, consider upgrading to Enterprise plan for dedicated infrastructure

Backup & Data Recovery

🔒 Automatic Backups

Gibir-Negari automatically backs up your data every 24 hours. Backups are retained for 30 days and stored in secure, encrypted storage.

✓Daily automated backups

✓30-day retention period

✓Encrypted at rest (AES-256)

✓Geographically redundant

How to Export Your Data

You can export your data at any time for your own backup or migration purposes.

Navigate to Export Page

Dashboard → Settings → Export Data

Select Data to Export

Choose: All Data, Transactions Only, Reports Only, or Custom Selection

Choose Format

CSV (for spreadsheets), JSON (for developers), or PDF (for reports)

Download Export

Click "Export" and download the ZIP file containing your data

❓ How to Request a Backup Restore

If you accidentally deleted data or need to restore to a previous state, contact support to request a backup restore.

What You Need:

•Your account email address
•Date/time you want to restore to (within last 30 days)
•Description of what data was lost or needs restoration
•Confirmation that you understand current data will be replaced

⚠️ Important: Backup restores replace your current data with the backup. We recommend exporting your current data first before requesting a restore.

🚨 Data Recovery Scenarios

Scenario 1: Accidentally Deleted Transactions

Solution: If deleted within the last 24 hours, contact support immediately. We can restore from the most recent backup before the deletion.

Scenario 2: Incorrect Data Import

Solution: If you imported incorrect data, we can restore to the backup before the import. Then you can re-import with corrected data.

Scenario 3: Account Compromised

Solution: Contact support immediately. We'll secure your account and restore to the last known good backup.

Scenario 4: System Error Corrupted Data

Solution: Report the error to support. We'll investigate and restore from backup if necessary.

Still Need Help?

If your issue isn't listed here or the solutions didn't work, our support team is ready to help.

📧 Email Support

support@gibir-negari.com

Response within 24 hours

💬 Live Chat

Available in dashboard (bottom-right)

Mon-Fri, 9 AM - 6 PM EAT

💡 Tip: When contacting support, include: your account email, what you were trying to do, error message (if any), and screenshots if possible. This helps us resolve your issue faster.