> ## Documentation Index
> Fetch the complete documentation index at: https://docs.nyumbazetu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ and troubleshooting

> The questions that come up most, and the checks that resolve them fastest.

## Getting started

<AccordionGroup>
  <Accordion title="How do I sign in?">
    Open [app.nyumbazetu.com](https://app.nyumbazetu.com) — or your organisation's white-label
    address — and enter your work email and password. Operator accounts are created by an
    administrator; there is no self-service sign-up.
  </Accordion>

  <Accordion title="I'm new. What should I do first?">
    Read [Navigating the app](/getting-started/navigating-the-app), then follow the
    [Quickstart](/getting-started/quickstart) end to end once. It touches every core concept —
    property, tenancy, billing, receipting and accounting — in about twenty minutes.
  </Accordion>

  <Accordion title="Where do I find help in the app?">
    **Help** in the top bar opens documentation, system status, and contact options.
  </Accordion>

  <Accordion title="Why does a colleague see menu items I don't?">
    Three independent things control visibility: your role and permissions, your branch
    assignment, and whether the module's feature flag is on for that branch. See
    [Roles and permissions](/getting-started/roles-and-permissions) and
    [Feature flags](/guides/feature-flags).
  </Accordion>
</AccordionGroup>

## "It's not there"

<AccordionGroup>
  <Accordion title="A lease, invoice or payment has disappeared">
    Almost always **branch context**. Data outside your active branch is not returned to you at
    all. Check the branch named at the top of the sidebar first.
  </Accordion>

  <Accordion title="A whole module is missing">
    Either you lack the permission, or its feature flag is off for your branch. Both are
    administrator settings.
  </Accordion>

  <Accordion title="A module is visible but permanently empty">
    The background job behind it is off, or nothing has met its criteria yet. See
    [Scheduled tasks](/guides/scheduled-tasks).
  </Accordion>

  <Accordion title="A report returns nothing">
    Filters too narrow, wrong branch, or no data in the period. Widen the date range first — it
    isolates the cause fastest.
  </Accordion>
</AccordionGroup>

## Billing

<AccordionGroup>
  <Accordion title="A lease is billing nothing">
    It has no recurring charges. Creating a lease does not create billing — see
    [Recurring invoices](/guides/recurring-charges).
  </Accordion>

  <Accordion title="An invoice isn't in the aging report">
    It is still a draft. Only issued invoices are receivable.
  </Accordion>

  <Accordion title="An invoice is missing from the trial balance">
    Check its **posting status**. `not_posted` or `failed` means it never reached the ledger. An
    invoice has five independent statuses — see [Invoices](/guides/invoices-and-payments).
  </Accordion>

  <Accordion title="We're still billing a unit the tenant vacated">
    The recurring charges have no end date, and/or the lease was never moved out of Active.
  </Accordion>

  <Accordion title="Tax looks wrong on an invoice">
    Tax is **exclusive** platform-wide — applied on top of the line amount. A KES 10,000 line at
    16% bills KES 11,600. If the rate itself is wrong, check the service type's tax class.
  </Accordion>
</AccordionGroup>

## Payments and balances

<AccordionGroup>
  <Accordion title="The tenant paid but the invoice still shows unpaid">
    The payment is recorded but not **allocated**. Allocation is what settles an invoice. See
    [Allocations](/guides/allocations).
  </Accordion>

  <Accordion title="A tenant shows both arrears and a credit">
    Same cause — unallocated cash sitting on the lease as wallet. Allocate it.
  </Accordion>

  <Accordion title="What's the difference between wallet and prepaid?">
    **Wallet** is money received and not yet applied to any invoice — genuinely unapplied cash, and
    the only figure that can be netted off a balance. **Prepaid** is the already-settled portion of
    an invoice, and it is *already inside* that invoice's due amount. See the
    [glossary](/getting-started/glossary).
  </Accordion>

  <Accordion title="A tenant insists they paid and there's no record">
    Search by **confirmation number**, not by tenant name. The payment was probably captured
    against the wrong unit or lease.
  </Accordion>

  <Accordion title="A lease shows a negative wallet balance">
    That is not a legitimate state — it indicates a historical over-allocation. Report it rather
    than adjusting balances by hand.
  </Accordion>
</AccordionGroup>

## Collections

<AccordionGroup>
  <Accordion title="A collections case opened on a tenant who has paid">
    Their payment is unallocated, so the ledger still shows debt. Allocate, and the case moves to
    clearing.
  </Accordion>

  <Accordion title="Nothing is being sent from a collection strategy">
    The module runs in **shadow mode** by default: actions are staged for a human to confirm, not
    sent. See [Collections overview](/guides/collections/overview).
  </Accordion>

  <Accordion title="Penalties aren't being charged">
    Check, in order: the penalties job is enabled, the master scheduler is on, policies exist and
    are in scope, and each policy has a penalty service type set. See
    [Penalties](/guides/collections/penalties).
  </Accordion>

  <Accordion title="A promise to pay isn't pausing the dunning ladder">
    The commitment was written in notes rather than recorded as a
    [Promise to Pay](/guides/collections/promise-to-pay). Only a recorded promise is visible to the
    engine.
  </Accordion>
</AccordionGroup>

## Accounting

<AccordionGroup>
  <Accordion title="I can't post — the date is rejected">
    The period is closed. Post in the current period, or reopen with authorisation. See
    [Accounting periods](/guides/accounting-periods).
  </Accordion>

  <Accordion title="Revenue is lower than the invoices we raised">
    Invoices issued but not posted. Filter the invoices list by posting status.
  </Accordion>

  <Accordion title="Should I void or write off?">
    **Void** if the invoice should never have existed — revenue is reversed. **Write off** if the
    invoice was correct but will not be paid — revenue stands and bad debt is recognised. They are
    not interchangeable. See [Adjustments](/guides/adjustments).
  </Accordion>

  <Accordion title="Two reports disagree">
    Check the basis before assuming an error: accrual versus cash, and *as at* a date versus *over
    a range*.
  </Accordion>
</AccordionGroup>

## Communications

<AccordionGroup>
  <Accordion title="A tenant says they never received their invoice">
    Check the [Delivery Tracker](/guides/communications) for **delivered**, not **sent** — a message
    handed to a provider can still fail at the network. The provider response usually names the
    cause.
  </Accordion>

  <Accordion title="Messages show as skipped">
    The recipient has no valid address for that channel. Fix the
    [resident record](/guides/residents), not the message.
  </Accordion>

  <Accordion title="A tenant received four messages in one day">
    More than one source is writing to them. Collection strategies carry a contact-frequency cap;
    broadcasts do not respect case state. See
    [Templates & broadcasts](/guides/message-templates).
  </Accordion>
</AccordionGroup>

## Owners

<AccordionGroup>
  <Accordion title="An owner statement shows no income">
    The units are not attached to the owner's contract, or income was invoiced against a different
    unit.
  </Accordion>

  <Accordion title="Costs are missing from an owner statement">
    The expense was recorded without unit or block attribution. See [Expenses](/guides/expenses).
  </Accordion>

  <Accordion title="Brought-forward doesn't match last period's carried-forward">
    Statements were generated out of order, or a prior period was regenerated afterwards. See
    [Owner statements](/guides/owner-statements).
  </Accordion>
</AccordionGroup>

## Imports and data

<AccordionGroup>
  <Accordion title="Most of my import failed with 'not found'">
    A dependency does not exist yet. Import in order: units → residents → leases → invoices →
    payments. See [Bulk upload](/guides/bulk-upload).
  </Accordion>

  <Accordion title="Rows were silently skipped">
    Skipped is not failed — usually duplicates, or rows failing a rule that skips rather than
    errors. Open the run in **History** for the per-row reason.
  </Accordion>

  <Accordion title="Can I undo an import?">
    Not with one click, and not once records have been allocated or posted. Test with ten rows
    before running the full file.
  </Accordion>
</AccordionGroup>

## Access and account

<AccordionGroup>
  <Accordion title="How do I change my password or profile?">
    From your profile in the top bar. If the option is missing, ask your administrator.
  </Accordion>

  <Accordion title="A colleague left. What do we do with their account?">
    **Deactivate**, never delete. Deleting breaks the audit attribution on everything they did. See
    [Users and roles](/guides/users-and-roles).
  </Accordion>

  <Accordion title="Approvals are stuck and nothing is moving">
    Either no user holds the approve right for that module, or the approver is away with no
    delegate configured. See [Approvals](/guides/approvals).
  </Accordion>

  <Accordion title="Who do I contact for support?">
    **Help** in the app for documentation, system status and contact options. For account or
    billing questions, your organisation administrator.
  </Accordion>
</AccordionGroup>

## A general debugging order

When something looks wrong, check in this order — it resolves most issues before you get to step
four:

<Steps>
  <Step title="Branch context">
    The single most common cause of "missing" data.
  </Step>

  <Step title="Status">
    Draft versus issued, posted versus not posted, active versus ended.
  </Step>

  <Step title="Allocation">
    Money received is not money applied.
  </Step>

  <Step title="Jobs and flags">
    Is the thing that should have run actually enabled and running?
  </Step>

  <Step title="Audit trail">
    If it changed, [something recorded it](/guides/activity-log).
  </Step>
</Steps>