Troubleshooting

Organised by symptom rather than by screen, because when something is wrong you usually know what you are seeing and not which page owns it.

Something is missing from a list

A client is not in the picker: Only active clients appear in Load Client Data. A client you cannot find is usually deactivated, not deleted — check Manage Clients. If you just created it, click Refresh above the tiles.
A register looks emptier than it should: Check the filter chips above the table before concluding the data is gone. Filters combine rather than replacing one another, and one left on from earlier looks exactly like an empty register. Clear All Filters resets everything at once.
A colleague cannot see a page or a metric you can: Most likely correct. Purchases, Expenses and Compliance KPIs are auditor and associate only; Reports are admin-gated; a GST-only client has a much narrower sidebar. See Who can do what.
The Service ledgers tab is not there: It appears based on whether the client deals in services — check Supply Scope in Settings.

Read the red banner. It is persistent rather than a toast precisely so it is still there when you come back, and it names the actual cause.
Duplicate number. An invoice number already used in this store, or the same vendor plus bill number, is rejected outright.
Neither Ship-To option chosen. Quillix never assumes Ship-To equals Bill-To, and leaving both unset blocks Save on New Sale.
The period is filed. Once a period's GSTR-1 is marked Filed, its invoices lock and the row shows a green Filed lock. Re-open it in GSTR-1 first.
In OCR review, the disabled Save button's own label names which of the two blocks applies — a duplicate, or an unresolved wrong-supplier warning.

Tax split as IGST when it should be CGST+SGST, or the reverse: The customer's state or place of supply is wrong — not the invoice, and not the export. Fix it in Sales Masters and every downstream badge follows. For purchases, it is the vendor's state.
A stock quantity that cannot be right: On-hand is derived, never stored — opening stock plus purchases minus sales. Check the item's opening stock first, then whether the transactions were actually booked. See Stock Monitoring.
Eligible ITC reads zero on a bill you expected to claim: The expense category is blocked under Sec 17(5). Look for the amber exception box rather than adjusting the numbers.
Net GST Payable shows ₹0: A negative net floors at ₹0 and switches its sub-label to ITC Carry-forward. Read the sub-label — ₹0 here can mean a surplus, not zero liability.
Dashboard tiles and the footer disagree: They are meant to. Tiles follow the month selector; the lifetime totals always show all-time figures.
A blank or odd HSN in a report: The item master needs fixing, not the report. Correct it there and it is right everywhere — then use the sync tool to push it onto entries already booked.
The GSTR-1 period jumped overnight: That is the rollover around the 11th, working as intended, not a bug.

Read the stage named on the failed file. Most are transient — Retry usually goes through.
Rate limit — wait half a minute and use smaller batches.
Empty response — the scan is unreadable. Replace it rather than retrying.
OCR provider auth — do not retry. Our credentials are being rejected; it will fail identically every time. Report it.

Duplicate ledgers appeared after import: A ledger name that differs by even a word creates a second ledger rather than updating the first. Never hand-rename ledgers — the names come from the same helper the voucher export uses. Confirm the bank ledger name matches before exporting.
Tally rejected rows for unknown parties or items: Import the masters first — Ledger Masters, Customer and Stock Item files — then the vouchers. New Masters for Tally on the Sales tab lists exactly what needs to go first.
A ledger Tally invented for itself: It was missing from the chart. Rebuild the chart before every export, not once at setup.
A suspense balance landed in the client's books: Anything left on Suspense in Bank Reconciliation posts there. Check the To Suspense group in Bank Export before you export.
The chart import misread the file: Use Tally's XML export, not an Excel one — Tally writes those in a text encoding a spreadsheet-only importer misreads.

Send a password reset from their row. If it reports no account exists for that email, the profile address does not match the one their sign-in was created with — correct the email first, then resend.
An associate signing in to an empty client list has no clients assigned. The Client Access column flags this in red.
Account already exists when requesting a login means that address is attached to another Quillix sign-in. Do not invent an address to get past it — the mailbox has to be real, or no set-password link ever arrives.
If a profile change reports it could not sync, the change has not reached them. Retry rather than assuming it saved.

Columns suddenly mapped to the wrong sections: A stale learned layout for that client. Open the saved mappings manager and remove it.
The commit button is blocked: Look for the red "decisions required" group. Yellow flags are pre-filled and do not block; only genuinely ambiguous matches do.
A sale is missing after an import: Check whether that row was skipped. A skipped row is not an error and leaves no trace beyond the gap.
A duplicate-invoice warning on a file you expected to be new: Either the file overlaps a previous import, or the client has reused an invoice number — which is a real problem in their numbering, not an import nuisance.

Last updated 5 Aug 2026