Troubleshooting & Support
Something not working as expected? You can fix many issues yourself with this info, or learn how to reach out for personalized help if you need it.
Common Issues & Fixes
- Where can I find outage or status updates?
- I paid up front, why am I getting a monthly invoice?
- Where is the task to upload my client’s month-end bank or credit card statement?
- BOS Platform Not Loading
- Transactions categorized incorrectly
- What do I do when I can’t connect to a client’s financial institution/bank/credit card account even after the scoping tool told me I could?
- Why am I seeing a banner stating I am disconnected from the accounting system?
- What if I can’t access my authenticator app?
- I am not receiving my verification code by text
- What if my verification code doesn't work, how do I get help?
- What do I do if I don't receive a two-factor authentication (2FA) code, or the code I have doesn't work?
- I am not receiving my two-factor authentication (2FA) verification code to my phone or authenticator app, how do I get help logging in to the portal?
- What do I do if a user updated their email address, but didn’t receive the confirmation code email?
- What do I do if a user didn’t receive their password reset email?
- How do I resend an invitation if the user’s Welcome Email has expired?
- How do I grant Botkeeper access to my Infinite client?
- Why is my client not showing in the client drop down option of the portal?
- Finding clients in the portal