Troubleshooting

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Three checks resolve a surprising share of reports:

1. Reload the page

   A tab left open overnight can be showing yesterday's numbers.

2. Check your role

   A missing page usually means you're an Owner, not Council. That's working as intended. Roles →

3. Check your plan

   A plan-gated feature shows as a missing button, not an error message. Plans →

Signing in

"I never got my invitation." Check spam. Then check the address on the person's roster record — a typo there is the usual cause. Resend from the same row.

"The invitation link doesn't work." Expired or already used. Resend it.

"I'm signed in but my account is empty." You signed up with a different email than the one you were invited at. Ask your council to re-invite you at the address you actually used. Invitations →

"It says I'm not a member of any corporation." Either you were never added to the roster, or your record isn't attached to a lot. Council fixes both from the roster.

Password reset email won't arrive. The address on your roster record is probably wrong or out of date. Council can't reset your password — nobody can — but they can correct the address.

Money

A balance looks wrong. Open the lot's ledger and read forward from a date you agree on. It's nearly always interest on an overdue invoice, a payment recorded after the statement being compared against, or a payment credited to the wrong lot.

A payment went to the wrong lot. Move to another lot, with a reason. Don't reverse and re-enter. Corrections →

A cheque bounced. Reverse the payment — that takes the cash back out, which is correct, and it'll show properly in reconciliation.

I charged the wrong amount. Cancel the invoice with a reason and issue the correct one. Don't edit it.

Charge all units billed a lot it shouldn't have. Cancel that one invoice with a reason. Don't unpick the whole run.

"This budget has no line items yet" when adopting. The AI proposal is prose until its figures are line items. Use Use these N line items on the draft, or add lines by hand, then adopt. An empty budget would set your unbudgeted-spend cap and reserve contribution to $0, so it's refused. Budgets →

The imported draft is missing lines that were in the proposal. The import skips any figure it can't read as one unambiguous annual amount — a range, a percentage, a per-month figure — rather than guessing at it. Read the proposal alongside the lines and add the rest by hand.

We adopted the budget too early. Reopen for editing on the budget page. Both the adoption and the reopening stay in the audit trail.

Every lot shows the same monthly fee, but our lots aren't equal. Lots with no unit entitlement recorded are weighted equally against the lots that have one, and the budget page says how many. Record the entitlements on units and lots, then bill.

A year of fees doesn't add up to exactly the budget. A monthly fee has to be a whole number of cents charged twelve times, so a year lands a few cents either side. The budget page states the difference rather than hiding it.

The reserve balance hasn't grown, though we budgeted a contribution. Fees arrive whole in the operating fund. Move the CRF share across at FinancesBudgetReserve fund contribution — it shows how many of the twelve months have actually gone over. How →

"All twelve months have been billed." The fee run bills the next month of the fiscal year not yet billed, so it stops at twelve. That message means the year is fully billed — not that something failed.

It warned that a payment would put the lot in credit. The payment is larger than what the lot currently owes. Usually a receipt entered twice, or one keyed to the wrong lot. If it's genuinely a prepayment or a catch-up, carry on — the warning never blocks. Payments →

There's no button to charge interest on arrears. Your corporation has no bylaw interest rate on file, and BC permits interest only where the bylaws set one (SPR 6.8). The panel links to the setting. Note that a rate recorded now cannot recover interest for the period before the bylaw passed. Arrears →

Reconciliation won't balance. Narrow it to a single month, then search the ledger for the exact difference. A difference divisible by 9 usually means transposed digits (412 keyed as 421). Reconciliation →

"Posting refused" when entering a transaction. The date falls in a closed period. Record it in the current period with a description saying what it relates to, or reopen the books deliberately. Closing the books →

An owner can't see a Pay button. Online payments aren't enabled, or you're below the Small strata plan. Until then, record their payment manually.

Documents and AI

"The AI can't find something I know we uploaded." In order: is it uploaded; has it finished processing; are you using words that appear in the document (your bylaws may say "animals" where you said "pets"); and — genuinely possible — is it simply not there? Plenty of corporations discover their bylaws are silent on something.

Answers are vague or wrong. Usually a scanned document read poorly. Upload the digital original where you have one. Always follow the citation for anything you'll act on. How AI works →

A document is stuck processing. Give it time for a large scan. If it's still stuck after a while, re-upload; if that fails too, contact support with the file name.

"AI actions unavailable." You've used the month's allowance. Additional actions bill in small blocks, or upgrade. AI actions →

Meetings

Notice won't send. Check every owner has an email address on the roster, and that the meeting has a date and an agenda.

The notice deadline has already passed. Move the meeting date. Short notice is the most common reason a strata decision gets challenged — don't proceed on defective notice.

An owner can't vote. Do they have a login? Is their record attached to a lot? Is the resolution open for voting? And check whether your bylaws restrict voting by owners in arrears.

The tally looks wrong. In BC it is one strata lot, one vote (s.53) — bylaws cannot weight votes by unit entitlement, and the only exception is a Schedule of Voting Rights filed with a plan that includes non-residential lots. Abstentions are excluded from the count, so they cannot defeat a resolution. If a tally looks wrong, check the roster: an 80% or unanimous vote is measured against every eligible vote in the corporation, not against turnout.

Compliance

An item is red that we've already done. You've done the work but not recorded it. Record the underlying report or duty with the date it happened, not today's date. Compliance calendar →

A deadline looks wrong. Check your province and lot count in settings, and check the date on the last recorded report — every subsequent deadline is calculated from it.

The depreciation report deadline says 2027 and we're in Metro Vancouver. Your region isn't set, and an unstated region falls back to the later deadline rather than alleging a breach that may not be yours. Set it at SettingsCompliance. Depreciation report →

We're not getting reminder emails. Switch them on at SettingsCompliance, and confirm the current council is on the roster with working addresses.

The reserve projection looks unrealistically healthy. Your component registry is probably thin. Seed it from your depreciation report rather than typing it from memory. Assets →

Still stuck

Support in the top bar. Include what you were trying to do, the click path, the exact message, and the lot or invoice involved. Getting help →