Troubleshooting
The problems people run into most, and how to fix them. Click a question to see the answer.
Signing in
“That email and password don’t match”
Check the email is the one your admin added (it may be your work address, not a personal one) and that Caps Lock is off. If you usually use Sign in with Google or Microsoft, use that button: you may not have a password yet.
I forgot my password
On the sign-in page press Forgot password?, type your email and follow the link we email you. It works once, for an hour; check your spam folder if it doesn’t arrive. If CloseDesk says it can’t send email, ask an admin of your account to set a new password for you in Settings → Users: you choose your own when you next sign in. Signed up with Google or Microsoft? Sign in with it instead.
“This reset link has expired or was already used”
Each link works once, for an hour, and only the newest one counts after you change your password. Press Forgot password? again for a new link.
CloseDesk asks me to choose my own password
You signed in with a password an admin set for you, such as your starting password. Type that password, then your new one twice, and press Save and continue. Only you will know the new one.
“No one on this CloseDesk uses …” after Google or Microsoft
The email Google or Microsoft gave doesn’t match any CloseDesk user. Ask your admin to add you with that exact email under Settings → Users, or sign in with the account that uses your CloseDesk email.
Google sign-in took me to “Create your CloseDesk account”
On closedesk.in, a Google or Microsoft account with no CloseDesk user is offered a new account. Don’t create one if you meant to join your team: ask your admin to add you first, then sign in again.
There are no Google or Microsoft buttons
They only appear once they are set up for your CloseDesk. Use your email and password, or ask your platform admin to follow Turn on Google and Microsoft sign-in.
“That code isn’t right”
Type the code your app shows now; codes change every 30 seconds. If codes are always rejected, your phone’s clock is probably wrong: turn on automatic date and time. After 10 wrong codes CloseDesk asks you to wait 15 minutes.
I lost my phone and my backup codes
Ask an admin of your account to open Settings → Users, press Access on your row and then Reset two-factor sign-in. You then sign in with your password alone and set it up again. Platform admins are reset by another platform admin under Admins & my sign-in.
CloseDesk asks me to set up two-factor sign-in before anything else
Your account’s sign-in policy requires it. It takes two minutes: see Set up two-factor sign-in.
“Your CloseDesk account is suspended”
The whole account is paused, usually over billing. Your data is kept. Your account’s super administrator should contact CloseDesk support.
“Your sign-in timed out”
You took a while between the password and the code, or were idle for a long time. Sign in again.
Tasks and sign-off
The Start, Send or Approve button is greyed out
The task tells you why under the buttons. Usually it is one of these:
- Waiting on someone else: you don’t hold that step’s role for the task’s functional area. Ask an admin to add you in Settings → Roles, or a staff manager to reassign the task.
- Your own work: nobody reviews what they prepared or approves what they prepared or reviewed.
- Blocked: it depends on tasks that aren’t signed off yet.
A task says “No preparer assigned in Roles” or “Nobody can take this step yet”
The task’s functional area has no one in that role. An admin or system configurator gives it people in Settings → Roles. Open tasks follow straight away.
I can see a task but can’t comment or attach files
Staff work and comment only on tasks in areas where they hold a role. Everything else is read-only for them. Ask to be added to the area’s role, or ask a staff manager.
I need to change a task that is signed off
Signed-off tasks are locked. Whoever signs off for that area, a staff manager or an admin presses Reopen. The reopen is recorded.
My Workarea is empty but I know I have work
Check the tab (Today only shows today) and clear the Company and Close filters. Tasks only show for the step that is yours now: a task waiting for review shows for the reviewer, not the preparer. Pending lists every open task.
Task due dates look wrong
Dates count from the close’s WD1 and skip non-working days and holidays. Check the working days, holidays and close schedule in Settings → Working calendar for that company, and the WD1 of the close.
Quarter-end tasks are missing from a close (or showing every month)
Quarter, half-year and year ends follow the fiscal year in Settings → Company profile. Check the month there, and the frequency of the task in the template.
An attachment won’t upload
Each file can be up to 10 MB, and files can’t be attached to a signed-off task. Large Excel files usually shrink a lot when saved as .xlsx or zipped.
“Someone else changed this while you were editing”
Two people changed the same thing at once. CloseDesk keeps the first save and loads the latest version, so nothing is overwritten by mistake. Check it and make your change again.
Balance sheet and imports
The trial balance import says debits and credits don’t agree
Export the closing trial balance as at the last day of the month with every ledger listed (in Tally, switch to Detailed), and include the heading row: Account, Debit, Credit. A file that also has group or total rows counts those amounts twice: remove them, or export the detailed view.
I imported the trial balance but some accounts have no reconciliation
Only balance sheet accounts set to reconcile get a sub-task. Check their category in Settings → Chart of accounts.
The balance sheet task on the board can’t be signed off
It waits until every account reconciliation under it is approved. The task shows how many are approved.
I can’t remove balance sheet reconciliation from a close
Reopen any approved accounts first. Only staff managers and admins can remove it.
Tally connector
“Couldn’t reach Tally”
Open Tally with the company loaded, and check its XML server is on: in TallyPrime F1 › Settings › Connectivity › Client/Server configuration, TallyPrime acts as Both, port 9000. Run the connector on the same PC as Tally.
“Several companies are open in Tally”
Close the others, or run the connector with -TallyCompany "name".
PowerShell won’t run the file (“running scripts is disabled”)
Right-click the file and choose Run with PowerShell, or run powershell -ExecutionPolicy Bypass -File "C:\CloseDesk\closedesk-tally.ps1". This allows only this script, this once.
The connector says there is nothing to do
Tally is only read when CloseDesk asks. Press Get balances from Tally (or Refresh from Tally) on the Balance sheet page first, then run the connector.
“No Tally connector is set up” or the key is refused
The key was revoked or belongs to another company. Make a new key in Settings → Tally connector for this company and use the file it downloads.
Admins and installs
“The plan allows …” when adding a person or company
You have used all the companies, admin seats or staff seats of your plan. Upgrade in Settings → Plan, or remove someone first. System configurators use admin seats.
“Someone in your account already uses that name”
Names must be unique in an account so sign-offs and @mentions are clear. Add a surname or initial.
I can’t change the super administrator
Only the super administrator can hand the role on, from the new person’s Access. If they have left, contact CloseDesk support.
CloseDesk says it is read-only or the licence has ended
On a dedicated or on-premise install, an admin opens Settings → System and fetches or uploads the new licence. See Licence, updates and diagnostics.
Something else is wrong
Note what you did, what you expected and what happened, take a screenshot, and open a support ticket. On your own install, include the diagnostics file from Settings → System.