Troubleshooting and FAQ.

The sync task in the month's job turns red with the reason under its name, and whoever started the job by hand gets a Task failed notification (a job a schedule created notifies nobody). Fix the cause, then press Retry.

If the connection to Xero, QuickBooks or FreeAgent has expired, the task also offers Re-Authenticate: reconnect first, then retry.

Fetch Data only fetches last month, so it is normally quick. The sync runs in the background and the task completes itself when the data has arrived. While it runs, Current Status reads Syncing Xero, Syncing QuickBooks or Syncing FreeAgent.

If the sync fails or times out, the task turns red with the reason. If it offers Re-Authenticate, the connection has expired: reconnect first, then press Retry.

Current Status on the Overview says, for example, Synced to September 2026 once the reports have been refreshed with that month. If it is a month behind, open the Jobs tab and look at the month's Monthly Close and Sync (Cloud) job: its sync task may be waiting for someone, or may have failed.

Scorecard, Performance, Forecast and Documents appear once the first trial balance lands. Until then, open the onboarding job on the Jobs tab: the connect wizard or the file import is usually waiting on a step.

A page saying Where's my report? means the data is not in yet. Wait for the sync, then press refresh the report on that page. If it still does not appear, the Reconnect to link on the same page, followed by your accounting software's name, tries again.

Check four things in this order. Unmapped accounts: their balances appear on no line at all. The year end: with the wrong month, year to date and full year cover the wrong months. The basis: Actuly reads the Xero and QuickBooks trial balance on an accrual basis, so a cash-basis report there will differ. The mapping: an account on the wrong line takes its balance with it.

The Trial Balance viewer under Settings shows the months as loaded, account by account.

This shows for a company connected to Xero, QuickBooks or FreeAgent. Someone has added accounts in the accounting software since the last sync, and they arrived with no reporting line. Press Fix, which opens the connection wizard at the accounts that need a line, give each one a line, and every month picks it up. Until they are mapped, the month's Complete Accounts Matching task fails with 2 accounts still need mapping.

The import treats the Reporting Line and Unit columns as part of each account, so a file without them clears the mapping on every account it touches. Re-import a file that still carries both columns, ideally one you exported from Actuly.

A line with no actuals is not in the forecast to begin with. Keep it with Choose report lines in Performance, and from the forecast's next refresh it is an ordinary row. It forecasts zero until you give it a method, or type its months in with Manual Entry.

No budget or revised forecast is adopted yet. Until one is, Performance vs Plan compares against the Rolling 12 Months forecast, in columns labelled Forecast. To compare against the budget, open it and click the star beside the Forecast Version dropdown. A budget page with nothing adopted also says No budget adopted when it opens, with Adopt this version. One budget and one revised forecast can be adopted at a time.

In a document, a new block uses the adopted budget, or the newest budget when none is adopted. Each block then keeps the forecast version you chose, so after a year end point it at the new year's budget.

Only a forecast on the company's primary dimension can be adopted, because Performance vs Plan is built on the primary. The message names it, here Region, and this version was built on another dimension. Build the budget on the primary, or change the primary on the Reporting Dimensions page if this dimension should be the main one.

Changing the primary asks first: the Rolling 12 Months forecast is rebuilt, losing manual adjustments, and adopted budgets are un-adopted and kept as history.

The message says why. Split forecasts exist: delete the budgets built on Split Dimensions before turning it off. Split Dimensions is the primary view: pick another primary first. That dimension is assigned to reporting lines: reassign those lines on Reporting Lines.

A plain "Failed to save dimension settings" after unticking a dimension usually means a forecast is built on it. Delete that forecast first.

Tick Pause Auto-Refresh under Forecast in the Report Options menu. Each save is recorded, and an amber pill counts the changes waiting. Figures built from other lines, such as a cost set to a percentage of sales, can look wrong while paused. Press Refresh now, or untick the box, to rebuild once at the end.

Newer actuals have arrived since the rolling forecast was built. Press Get latest beside the date. If it stays red, Refresh Forecast in the Report Options menu rebuilds it.

Cash is the balancing figure. It is worked out last each month from everything else, which is why the balance sheet always balances. So an unlikely cash line means an unlikely assumption somewhere else, such as debtor days, capex or a loan. Open Key Metrics in the forecast and compare the ratios with the last twelve months.

Only a task's assignee sees its button. Ask them, or open the three-dot menu on the task and choose Reassign to hand it to someone else. Admins also see Assign to me. To move the whole job, change the Job owner under People on this job at the top of the job page. An approval task is the exception: its approvers see Approve without being the assignee, and only the owner sees Continue.

Job overdue goes once, on the day after the due date, to whoever holds the job's first unfinished task. A scheduled job's tasks follow the Job owner chosen under People when the schedule was set up. If that person is no longer a user and the company has no Account Manager, the tasks are Unassigned and nobody hears. Open the schedule and choose a new Job owner, or set an Account Manager under the company's Settings, on the Users tab.

The workflow has an approval step, and an approval needs at least one approver before the job or schedule can be saved. Prepare Document's Approve Document? step is one. Tick the approvers in the dialog's People section. On a job already running, add them under People on this job: the task says "No approvers yet" until you do.

Actuly creates scheduled jobs once a day, when a schedule's creation date arrives. Open the Schedules tab inside the Jobs tab: the schedule should be Active, not Paused or Expired, with the Next Creation date you expect. A one-off schedule switches itself off after its job.

The task fails while any account has no reporting line, with a reason such as 2 accounts still need mapping. Press Open COA Matching, map them, and the task tries again by itself.

Open the three-dot menu on the completed task and choose Undo task…. The dialog lists any later tasks that will need doing again. You can undo your own task when nothing after it depends on it; anything else needs an admin.

The workflow Actuly provides lets you complete the month with figures missing, so you only see this when a workflow has been set up to ask for every figure. The message counts them, for example "2 of 4 entered for September 2026". Your figures are saved. Fill in the blanks and press Save and complete again, or untick Live on an indicator the company no longer records.

The month it asks for is the one before the due date's month, so a job due on 15 October asks for September.

With no Indicators tab after Key Metrics, indicators are not switched on for your workspace: ask Actuly support. If the tab says nothing is live, open the company's Settings, Indicators tab, and tick Live on what it records. A page reading No indicator reporting lines yet needs lines adding under the Non-Financial categories from Reporting Lines.