Troubleshooting

Quick solutions to common issues you might encounter with LUMA.

#Bank connection issues

#Bank not syncing

If your bank connection stops syncing:

1. Go to Settings → Accounts
2. Check if the account shows a warning icon
3. Click Reconnect and re-authenticate with your bank
4. Wait a few minutes for transactions to sync

Why this happens: Banks require re-authentication periodically (often every 90 days) for security.

#Bank not found

If you can't find your bank when connecting:

1. Try searching by the full official name
2. Check if your bank has a separate business banking platform (search for that instead)
3. Some smaller banks may not be supported yet
4. Use CSV import as an alternative

#Missing transactions

If recent transactions aren't appearing:

1. Wait: Transactions can take 1-3 days to appear after clearing your bank
2. Check the date range: Make sure you're viewing the correct period
3. Sync manually: Click Sync in your account settings to force a refresh
4. Verify in your bank: Confirm the transaction has actually cleared

#Duplicate transactions

If you see duplicate transactions:

1. Check if you connected the same account twice
2. Look for pending vs. cleared versions of the same transaction
3. You can hide duplicates by marking them as excluded

#Receipt matching issues

#Receipts not matching

If receipts aren't matching to transactions:

1. Transaction hasn't cleared: Wait for the bank transaction to appear
2. Different account: The purchase might be on a different connected account
3. Amount mismatch: Tips, taxes, or currency conversion can cause slight differences
4. Manual match: You can always match manually from the inbox

#Receipt not processing

If an uploaded receipt stays stuck:

1. Check the file format (PDF, JPG, PNG work best)
2. Ensure the image is clear and readable
3. Try re-uploading the receipt
4. Very long receipts may need to be split into pages

#Gmail/Outlook not capturing receipts

If connected email isn't finding receipts:

1. Check the connection is still active in Inbox Settings
2. Receipts in spam/junk folders may not be captured
3. Some receipt formats may not be recognized automatically
4. Forward important receipts manually as a backup

#Invoice issues

#Customer not receiving invoice

If a customer says they didn't get your invoice:

1. Check the email address is correct in customer details
2. Ask them to check spam/junk folders
3. Resend the invoice from the invoice detail page
4. Share the invoice link directly as a backup

#Online payment not working

If customers can't pay online:

1. Verify Stripe is connected in Invoice Settings
2. Check that online payments are enabled for that invoice
3. Have the customer try a different card or browser
4. Check your Stripe dashboard for any declined payment details

#Invoice showing wrong currency

To fix invoice currency:

1. Edit the invoice
2. Change the currency setting
3. Re-enter amounts if needed
4. Save and resend

Set a default currency per customer to avoid this in the future.

#Report issues

#Numbers seem wrong

If your reports show unexpected numbers:

1. Check date range: Make sure you're viewing the intended period
2. Review categories: Miscategorized transactions affect reports
3. Check excluded transactions: Some transactions might be excluded
4. Multiple currencies: Exchange rates affect converted amounts

#Burn rate is too high

If burn rate seems inflated:

1. Check for credit card payments categorized incorrectly (should be "Credit Card Payment" to be excluded)
2. Look for internal transfers between your accounts
3. Review large one-time expenses that might skew the average

#Runway showing zero

If runway shows zero or seems wrong:

1. Verify you have cash accounts connected (checking/savings)
2. Check that accounts are enabled in settings
3. Make sure transactions are categorized (uncategorized expenses don't count toward burn rate)

#Time tracking issues

#Timer not saving

If tracked time isn't saving:

1. Make sure you selected a project before starting
2. Check your internet connection
3. Don't close the browser tab while timer is running
4. Use the desktop app for more reliable tracking

#Can't delete time entry

If you can't delete a time entry:

1. Check if it's been invoiced (invoiced time can't be deleted)
2. You may need to remove it from the invoice first
3. Archived projects may have restrictions

#Account and billing

#Can't access account

If you can't sign in:

1. Try resetting your password
2. Check you're using the correct email
3. Clear browser cache and cookies
4. Try a different browser or incognito mode

#Subscription issues

For billing questions:

1. Go to Settings → Billing
2. View current plan and payment method
3. Update payment details if needed
4. Contact support for invoice or refund requests

#Performance issues

#App running slowly

If LUMA feels slow:

1. Clear browser cache: Old cached data can cause issues
2. Check internet: Slow connection affects load times
3. Try a different browser: Chrome and Firefox work best
4. Close other tabs: Free up browser memory

#Data not loading

If pages aren't loading data:

1. Check your internet connection
2. Try refreshing the page
3. Sign out and back in
4. Clear browser cache

#Still need help?

If you can't find a solution:

1. Email: support@waytogrow.es
2. Response time: Usually within 24 hours on business days

When contacting support, include:

• What you were trying to do
• What happened instead
• Any error messages you saw
• Screenshots if helpful