Troubleshooting

Start here

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.

"I asked for a password reset and nothing arrived." The form answers the same whether or not the address has an account, so check you typed the address you sign in with, then check spam. The link lasts an hour and works once; if it has expired, use Send me a new link. Council can't reset your password for you, but they can correct the address on your roster record. Create your account →

"After resetting my password I was signed out everywhere." That's intended — a reset ends every other session in case someone else had one. Sign in again with the new password.

"The security check didn't finish." Wait a moment and submit again, completing the challenge first if one has appeared.

"Plan number not recognised" at registration. Include the district prefix (EPS, LMS, VAS…). EPP, VAP, NWP, BCP and LMP numbers are land plans, not strata plans. If the lookup can't find you, fill in the form yourself. Set up your corporation →

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. Check which of the two boundaries the message names. "The books are closed up to 2026-06-30" — record it in the current period with a description saying what it relates to, or reopen the books deliberately. "That date hasn't arrived yet" — a posting records money that has already moved, so it can't be future-dated. The date on every posting →

It warned that a posting is dated before our opening balance. That's a warning, not a refusal, and it's worth reading. Your opening balance already contains everything up to its date, so a posting behind it is counted twice. Date it after the cutoff unless you're deliberately rebuilding the history behind that figure. Opening balances →

A lot shows arrears and a credit for the same amount, with a zero balance. Fixed. It came from one order of corrections — a charge paid, then cancelled (so the cancellation found nothing to relieve and carried its credit), then the payment reversed, which reopened the charge beside the credit still sitting there. A reopened charge now draws on credit the lot is already holding, exactly as a fresh charge does, and both figures come back to zero. If you still see it, the ledger has a different cause: tell us.

A message ends "Nothing was recorded." The posting was refused at the last step — most often because the books are closed for that date — and everything it had started was withdrawn. Fix what the message names and try again; you can't create a duplicate. In the rare case the withdrawal also fails, the message says what was left behind and tells you not to retry. Payments →

"That batch has already been undone, or no longer exists." Someone else undid it first, or it was removed. Refresh the page — a batch can only be undone once. Opening balances →

"We couldn't … Try again, or contact support if it keeps happening." Something failed that you can't fix from the form. Try once more; if it repeats, contact support with what you were doing. Messages about your role or your session say so directly — ask a council member to check your role, or sign in again.

A payment's receipt never reached the owner. The confirmation after recording a payment says whether it went out and why not. Usually the lot has no email address on the roster, or the owner has turned email off. Download receipt on the payment's row gives you a PDF to print or attach; Email receipt sends it again. Receipts →

An owner can't see a Pay button. Card payment is switched off everywhere while the pricing is settled, so no owner has one — this isn't your corporation's settings. Record their payment manually. As a council member you'll still see the control on your own screens, inactive, so you can tell the capability exists. Getting paid →

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.

The assistant said a resolution passed, and it didn't. Fixed, and worth knowing why. A notice of meeting reads exactly like an outcome — "BE IT RESOLVED THAT the Owners approve…" — but it records what was put forward, not what was decided. The assistant now says a resolution was proposed and names the minutes as where the outcome would be, rather than reporting a result from an agenda. If minutes are missing from the library, that is the gap to close. How AI works →

The Assistant gave me a click path instead of doing it. It only prepares an entry when your message reads as an instruction — start with the verb (record, log, file, post, report). "How do I record a payment?" is a question and gets directions. It also needs the Council plan or above, and only handles the entries it supports; everything else gets a link. The Assistant →

The card says "This has changed since you read it." The corporation's records changed while the card was open — someone recorded another payment, say. Read the updated figures before pressing Confirm anyway. A card left for 15 minutes expires; ask again and it reads the books fresh.

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

Meetings

An owner isn't getting announcement emails. Check the address on the roster, then ask whether they switched email off under Preferences — only the owner can switch it back on. Owner portal →

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 regional district isn't set. An unstated region shows the later deadline rather than alleging a breach that may not be yours — but once the earlier deadline has passed the item turns amber to say so. Set SettingsComplianceRegional district; it drives the electrical planning report too. Depreciation report →

I changed the report date on Assets and nothing moved. Update details edits the study already on file. A new report — five years on, say — is recorded with Record report on the depreciation item in the compliance calendar instead. Depreciation report →

Our AGM or insurance shows amber with no date. Nothing is recorded for it yet. Record the last AGM or the insurance renewal date and it gets a real countdown. Compliance calendar →

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. Then filter Figures → Missing figures: a component without both a replacement cost and a remaining life isn't counted. Assets →

Building and registry

"Fill in from the registry" says it has no record for our plan number. Check the plan number under SettingsCorporation against your Form B, including the prefix (for example EPS3421). If it's right, the registry doesn't hold you yet — add buildings by hand. Buildings →

The saved banner says facts "stayed here because their buildings are not matched". Press Fill in from the registry on SettingsBuilding to match each building to its registry record, then save again.

The banner says sharing is off and nothing was sent. Tick Share these facts with the public strata registry at the foot of the bylaws form on SettingsCorporation and save.

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 →