Troubleshooting

1. "Your role doesn't allow this. Ask an administrator for access."

Your role doesn't include what you tried. Ask an administrator: they can give your role the permission, or give you another role (Access & security → Roles and Users).

2. A menu or page is missing

Either your organization's plan doesn't include that module, or your role doesn't use it. Menus such as HR, Procurement and Finance are for the people who run them - everyone else uses My workspace.

3. "Invalid credentials."

The email or password is wrong. Check the email you were invited with, then use Forgot password?. After several wrong tries: "Account temporarily locked. Try again in N minute(s)." - wait, then try again.

4. "This reset link is invalid or has expired."

Reset links work once, for a short time. Ask for a new one with Forgot password?.

5. Lost the phone with your authenticator app

Ask an administrator to Reset two-factor on the Users page. You'll sign in with your password and set it up again on your new phone.

6. "Turn on two-factor sign-in for your own account first (My account), then require it for everyone."

An administrator can only require two-factor sign-in once they use it themselves. Set it up in My account, then turn the requirement on.

1. "You don't have an employee record - ask HR to link your login to it."

Leave, My team and approvals by manager work through your employee record. HR links your login to it from your employee page (Link an existing login).

2. "Only 3 annual leave days left."

The request takes more days than you have. Requests waiting for approval count as booked. Book fewer days, or ask HR - they can adjust a balance with a reason.

3. "Kemi already has leave booked from … to …"

The dates overlap leave already booked. Cancel or change the other request first.

4. "No annual leave policy applies to Kemi."

None of the leave type's policies fits this person - their grade, employment type or length of service. HR adds or widens a policy in HR settings → Leave.

5. "This leave has started - it can't be cancelled."

Leave can be cancelled until its first day. After that, talk to HR.

6. "Tue 1 Oct adds up to 26 hours - a day has 24."

The day's hours across your rows are more than 24. Correct one of them. Hours are 0 to 24, in quarters of an hour.

7. An approval went to the wrong person, or nobody

Approvals follow your organization's rules and the reporting lines HR keeps. Check the person's manager on their employee record, and the rules in Organization → Approval workflows (try Who would approve this?). If nobody a rule names can approve, it goes to the Admins and says so.

Someone away? Their approvals also go to whoever they chose in Out of office.

8. "Only the person who asked can withdraw it."

Only the requester can take back something waiting for approval. The approver can Send back instead.

1. "Set up Finance first."

Someone who manages accounting setup does it once, from Finance → Chart of accounts - see Set up Finance.

2. "No financial year covers 2027-01-15 - open it in Finance → Periods."

The date is in a year that isn't open yet. In Finance → Periods, select Open the next year (or the previous one).

3. "Sep 2026 is closed - post into an open period, or reopen it."

Post into an open month instead, or ask someone with the Reopen closed periods permission to reopen it, with a reason. "… is locked - it's never reopened" means the month is final: post the correction in the current month.

4. "Debits (…) and credits (…) don't balance - a difference of …"

The journal is out by that amount. The editor's footer shows which side is bigger.

5. "… is a control account - only its subledger posts there, never a manual journal."

Receivables, payables, VAT, WHT and employee advances change only through their own documents - invoices, bills, payments, tax returns, claims and advances. Record the document instead.

6. "… this account takes no department" - or a dimension is required

Each account says which of department, branch, cost center, fund and grant its lines must have, may have, or can't have. Turn on Dimensions, funds and grants in the editor and fill in, or clear, the one named.

7. "The grant belongs to another fund."

Choose the grant's own fund, or leave the fund empty - the grant brings it.

8. "JV-2026-00012 is posted - reverse it instead."

Posted journals can't be edited. Open it, Reverse it with a reason, and post a correct one.

9. "The opening balances don't balance …" or "… is a control account - enter its open items …"

Check the balances against your last trial balance. Receivables, payables and advances aren't entered as one figure: list each unpaid invoice, bill and advance under Open items.

10. "Close FY 2025 first - years close in order."

Close the earlier year first - often the one opened for your opening balances, which has nothing to close but its months.

11. "… doesn't agree with its detail - see Finance → Trial balance → Subledgers."

A control account is out of step with the documents behind it, so the month can't close. Look at Subledgers under the trial balance, and contact TinERP support - nothing in TinERP should be able to cause it.

12. "… doesn't match the order and receipts - correct it, or have the exception accepted."

A vendor invoice bills more than was received, or at a higher price than the order. Correct the invoice, or someone with Override match exceptions accepts the difference with a reason.