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Troubleshooting

Files and data

Section titled “Files and data”

“Could not read the file.” Supported files are CSV, Excel, and bank statements in MT940, CAMT.053 and OFX. A PDF or a photo of a statement needs Read a PDF or picture instead. A CSV saved by Excel in another language may use ; between values; that works too. If the file has a title block above the table, set Data starts at row.

Numbers are read wrongly (1.250,50 read as 1.25). Set the data source’s number parsing locale to the way your file writes numbers. See Data sources.

Dates are read wrongly (1 March read as 3 January). Day-first dates are assumed. For month-first dates, set the side’s date format, such as MM/dd/yyyy, on the Sides step.

A file sent by SFTP or the API did not arrive in the reconciliation. Look it up in File routing → Received files. No route means no route fitted its name and channel: fix the route, then Route again. Failed shows why.

A connected system does not refresh. Its connection may need attention: sign in again or update the password, then Test.

Runs

Section titled “Runs”

The run failed. The reconciliation’s History tab and Alerts say why. Common causes: a side has no data (no file arrived yet), a file is missing a required column (file checks), or a rule no longer reads because a field it uses was renamed.

The run is slow. Large runs are faster with Match within fields (such as the bank account) in the run options, and with the strictest matching pass first.

Matching

Section titled “Matching”

Too many records are unmatched.

  • Check the Fields step: is each side’s reference and amount mapped to the right column?
  • Are amounts in the same sign on both sides? Set Signs on the pass, or use debit and credit columns.
  • Add a looser pass at the end, such as amount and date within a few days.
  • Look at Breaking fields on the Breaks page: the field breaking most is the one to fix.

Records are matched that should not be. Make the earlier passes stricter (an exact reference, a smaller tolerance), or add Match within fields so accounts or currencies are never mixed. Undo a wrong match with Break apart.

Rules

Section titled “Rules”

“There is no field … here.” The rule names a field this place does not have, often a typo; the message suggests the nearest name. A column of the file that is not a field is written column "Ref No".

“There is no function […].” Check the spelling against the function reference. Functions your workspace added are under Settings → Rule language → Your functions.

A text value is not found. Text values go in single quotes: 'Tata Steel'. Text is compared ignoring upper and lower case and extra spaces.

A lookup finds nothing. Keys must be in the table (compared ignoring case and spaces at the ends). Add default 'OTHER' to give a value when nothing is found.

Access

Section titled “Access”

I cannot see a page or a button. Your role does not allow it. Ask an admin; the permissions reference lists what each permission allows.

I cannot see a reconciliation others can. It is restricted to certain people and groups. See Access to a reconciliation.

I cannot approve my own change. With four-eyes approval, someone else must approve it. That is on purpose.