# Troubleshooting

> What the most common error messages mean and how to resolve them — period locks, dates, archived accounts, mappings, ZATCA rejections and sign-in problems.

Canonical: https://docs.getonebooks.com/reference/troubleshooting/
Language: en
Documentation index: https://docs.getonebooks.com/llms.txt

## Posting and dates

**"Cannot post on … — this period is locked / closed."** The document's date is inside a locked or closed fiscal year. Change the date, or unlock the year under **Settings → Fiscal Years**. See [Fiscal years](https://docs.getonebooks.com/accounting/fiscal-years/).

**"… is before the business was created."** Only opening balances may be dated before your start in OneBooks. Use [Opening balances](https://docs.getonebooks.com/accounting/opening-balances/) for pre-existing debts and balances.

**"Future dates are not allowed."** Documents cannot be dated after today.

**"Account … is archived."** Pick another account, or restore the account under **Accounting → Chart of Accounts**.

## Payments and balances

**"Payment amount exceeds balance due."** Record the extra as a standalone payment (it becomes unapplied credit) — see [Payments received](https://docs.getonebooks.com/sales/payments/).

**"This invoice cannot be voided."** It has payments, allocations or an open credit note, or ZATCA has cleared it. Delete the payment first, or issue a credit note. See [Invoice statuses](https://docs.getonebooks.com/sales/invoice-statuses/).

**The receivables total and the balance sheet disagree.** They never should — both read the same postings. Refresh the page; if it persists, contact support with the date you compared.

## Bank reconciliation

**"Statement already exists for an overlapping period."** Delete the earlier draft or change the period.

**The closing balance check fails.** An unmatched or ignored line, or a mismatched amount. Filter to **Unmatched** and create the missing entries (bank charges, interest). See [Bank reconciliation](https://docs.getonebooks.com/banking/reconciliation/).

## Integrations

**A POS day shows Failed with "unmapped tender / payment type".** Map that payment type to a cash or bank account on the connection and re-sync the day. See the connector's page under [Apps and integrations](https://docs.getonebooks.com/integrations/overview/).

## ZATCA (Saudi Arabia)

**Rejected with a BR-KSA rule.** ZATCA's validation found a data issue named by the rule — usually the seller or buyer address, VAT number format or a missing Arabic name. Fix it in **Settings → KSA ZATCA** or on the customer and resubmit from the ZATCA dashboard. See [Saudi Arabia](https://docs.getonebooks.com/tax/saudi-arabia/).

**Stuck on Pending or Submitting.** Submissions retry automatically with increasing delays. If a document stays pending for more than an hour, check the dashboard's error column and use **Retry**.

## Sign-in

**"Too many requests."** Wait a minute; sign-in is rate-limited.

**"Email not verified."** Use **Resend verification email** on the sign-in page.

**"Login failed" right after loading the page.** Try again — if it repeats, clear the site's stored data or use a private window, then contact support.

## Still stuck?

Ask the **AI Assistant** ("why can't I void this invoice?") or open a request under **Support**. See [Get support](https://docs.getonebooks.com/reference/get-support/).