Troubleshooting & FAQ

The most common user-facing issues and how to resolve them.

I can’t sign in

  • Invalid credentials — double-check the email (case doesn’t matter; whitespace does). If you’re sure the password is correct and it still fails, you may have been locked out after too many failed attempts. Contact your Tenant Admin.
  • MFA code rejected — check the First sign-in chapter’s troubleshooting section. Usually it’s clock drift on the phone.
  • Invitation link expired — one-time links expire after 48 hours. Ask for a fresh invitation.

“Period YYYY-MM-DD..YYYY-MM-DD is locked”

You’re trying to create, edit, or void a transaction whose date falls inside an active period lock. See Period locks. Options:

  • If the transaction really belongs in the locked period, ask an NGO Super Admin to unlock with a reason, do the edit, then lock again.
  • If the date is wrong, correct the date and save.

“Insufficient privileges”

The action you attempted needs a role you don’t hold. The banner tells you which role is required. Ask a user with that role to perform it, or to grant you the role if appropriate.

Voiding an expense I shouldn’t have posted

Open the expense, click Void, step-up with your MFA code, and write a clear reason. The expense is marked VOIDED and drops off every statement. Then create a corrected expense with the right values.

The NGO dashboard totals look wrong

  1. Click Refresh now on the NGO dashboard. This recomputes every active centre’s rollup.
  2. If numbers still look wrong, open the per-centre dashboard for one of the centres. Its numbers are read straight from that centre’s DB with no caching, so they’re always current.
  3. Any divergence between centre and NGO means the rollup is stale or the centre’s audit chain has a problem. Check the Audit badge on the NGO dashboard.

I uploaded an attachment and it says “SKIPPED”

This appears when the AV backend is configured to clamd but the daemon was unreachable. Sukrit Nidhi deliberately refuses to mark the file CLEAN under silent failure. Options:

  • Ask your operator to check the clamd daemon.
  • If the file really is benign, the upload is not blocked — it’s attached with SKIPPED status. Your approver will see the badge and can still approve after manually verifying.

Export mismatch — two exports show different numbers

Check the fingerprint row at the top of each export. If the SHA-256 differs, the underlying data changed between exports (e.g. someone posted a new donation in the interval). If the fingerprint matches but a human column differs, please report it as a bug.

Receipt PDF doesn’t render

  • Sukrit Nidhi generates receipts using ReportLab, server-side. If the download returns an error page instead of a PDF, there’s likely an application-layer problem; ask your operator to check the server logs.
  • Client-side PDF viewers sometimes hide the download as “open in new tab”. Right-click the button and pick Save link as… to force a download.

When to escalate to the Platform Admin

Contact your Platform Admin when:

  • The audit log shows unexpected events — user creations or role grants you didn’t initiate.
  • A chain integrity check goes red.
  • You need a period unlocked.
  • You need to reset another user’s MFA.

Operational issues (slow page loads, 500 errors, missing CSS) go to your platform operator, not the Platform Admin.