In this chapter (4)
Answers to the questions people ask most often, and what to do when something does not work as expected.
Signing in
The sign-in link from troveuniverse.com says it has already been used or has expired. Each Launch link works once and for a short time. Go back to troveuniverse.com and click Launch again. Do not bookmark the link; bookmark the BookTrove sign-in page instead.
I have a new phone, or lost my phone. With the old phone: open Two-factor and click Move to a new phone (chapter 1). Without it: sign in with one of your recovery codes, then set up the new phone. If you have neither, ask an owner or administrator to click Reset 2FA against your name in Users & roles; you set it up again at your next sign-in.
The code from my app is not accepted. The phone's clock must be right: turn on automatic date and time. Each code works once and for about 30 seconds; wait for the next one.
I was signed out. For safety a session ends after 60 minutes without activity and after 12 hours in any case. Anything already saved is kept.
I did not receive the password reset email. Check the spam folder and that you typed the address you sign in with. The link is valid for a short time and works once. If it still does not arrive, ask an owner or administrator to check the email address on your login in Users & roles.
Entering transactions
"This period is locked." The date is on or before the lock date (chapter 10). Use a date in an open period, or ask the accountant; owners, administrators and accountants can post into a soft-locked period, but nobody can post into a hard-locked one.
A bill is "held" and cannot be paid. The bill does not match its purchase order or goods received within the tolerance (chapter 5). Correct the bill, record the missing receipt, or have an approver release the hold with a reason.
The WHT on a payment is twice the normal rate. The supplier has no TIN on file. Under the WHT regulations the rate is doubled until the TIN is added to the contact. The Control exceptions report lists suppliers paid without a TIN.
I cannot approve my own document. When approvals are on for a document type, the person who prepared a document cannot approve it while another approver exists (maker-checker). Ask another approver.
"Not enough" stock when posting a sale or transfer. There is not enough of the item (or of the lot chosen) in that warehouse on that date. Record the goods received or the production first, or check the warehouse and lot on the line. The Stock on hand report shows what is available.
How do I correct a posted document? Posted documents are not edited. Void it (with a reason) and enter it again, or issue a credit note or vendor credit. Voids are recorded in the audit trail; a period that is locked must be unlocked first.
Reports, banking and tax
The aged receivables do not agree with the balance sheet. For foreign-currency customers the difference is the revaluation at the period end, which is booked in the ledger but not on each invoice. The note under the report shows the difference.
A bank statement line will not match. Check the amount and date of the document, and whether it is already matched to another line. Several documents can be matched to one line, and one document can be created from the line (chapter 8).
The exchange rate was not filled in. The CBN rates are fetched automatically each day (chapter 2). If none is on file for the date, type the rate on the document, or add it in Settings → Currencies.
E-invoices are not sent to NRS. E-invoicing needs the company's own credentials from the NRS-approved provider in Settings → E-invoicing. Until then the queue holds the invoices and shows why they are waiting (chapter 7).
Your subscription
A menu item has disappeared, or a page says "Not in your plan". The feature is not in the company's current plan, or your role does not allow it. An owner can check the plan on troveuniverse.com; an administrator can check your role in Users & roles.
Everything is read-only. The subscription is suspended because a payment is overdue. The subscription owner pays on troveuniverse.com, and full access returns straight away.
“Your plan allows N users.” The subscription has as many users (or companies) as it has paid for, and all are in use. Remove someone who has left, or have the subscription owner buy more on troveuniverse.com/account.html (chapter 15).
How do I add users or change plan? Add people in Users & roles (chapter 3) up to the number of users the subscription allows. For more, the subscription owner buys extra users or companies on troveuniverse.com/account.html; they are available as soon as the invoice is paid. Change the plan, switch between monthly and yearly billing and download TroveUniverse invoices on the same page.
Where do I get help? Contact TroveUniverse through troveuniverse.com. Say which company and page you were on, what you did, and the exact message you saw.