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CountServa

CountServa Troubleshooting and FAQ

Updated · 893 words · 5 min read

This CountServa troubleshooting guide answers the questions users ask most often and explains how to fix common problems with signing in, permissions, posting, e-Invoicing, banking and payroll. It also shows how to report a bug or request a new feature directly from inside CountServa, so the team can follow up with you.

Report a Bug or Request a Feature

  1. Open your name menu at the top right.
  2. Choose Report Bug if something is not working, or Request Feature for an improvement you would like.
  3. On the list that opens, press Report Bug or Request Feature again to start a new report.
  4. Describe what happened, what you expected and the steps to reproduce it. Mention the screen and the document number.
  5. Under Images, add screenshots. You can mark them up with Pen, Arrow, Box, Circle and Text, then press Save Drawing.
  6. Submit the report.

Your reports are listed with their Reference and Status. Open one to see its Activity and any replies.

StatusMeaning
NewReceived, not yet reviewed
In QueueAccepted and waiting to be worked on
In ProgressBeing worked on now
ResolvedBug fixed
CompletedFeature delivered
ClosedClosed without change, with the reason in the activity

Signing In

I Cannot Sign In

Check that you are using https://countserva.com/app/ and the email your company registered. If you have forgotten your password, ask your company owner to press Send Setup Link on your user in Settings > Users. If your status is Disabled or Resigned, sign-in is blocked by design.

The link may have expired or already been used. Ask the owner to send a new one.

A Menu I Need Is Missing

CountServa hides menus your role cannot open. The owner can grant the module in Settings > User Access Control Roles, or unhide it in Settings > Menus & Visibility if it was hidden for the whole company.

I Get a Permission Message When I Press a Button

Your role can view that module but not perform that action, such as Approve or Void. Ask the owner to add the right.

Posting and Documents

The Document Will Not Post

Common causes:

  • The date falls in a period locked in Settings > Period Close & Lock.
  • A system account is Not Mapped in Settings > GL Account Mapping.
  • A journal's debits and credits do not balance.
  • The bill is above the approval threshold and waits for approval.

I Posted an Invoice by Mistake

If it has not been sent or filed with LHDN, use Unpost or Void. If the customer already has it, or LHDN has validated it, issue a credit note. See Invoices, Credit Notes and Refunds.

Why Can I Not Delete a Document?

Only drafts can be deleted. Issued documents are voided so the numbering stays complete for LHDN and your auditors.

e-Invoice

My e-Invoice Was Rejected

Open it in e-Invoice > Outgoing Documents and read the LHDN response. Most rejections are a missing or wrong buyer TIN or registration number. Fix the contact and file again. See LHDN MyInvois e-Invoice.

Test Connection Fails

Check the Client ID, Client secret and Environment in e-Invoice > Setup & Credentials. Sandbox credentials do not work in Production.

Banking

My Bank Statement Shows Unbalanced

The opening balance plus money in minus money out does not equal the closing balance. A line was missed or read wrongly. Correct it before matching.

Auto-Match Misses Some Lines

The amount or date may differ from your receipt or payment. Use Match to pair them by hand, or create a bank rule for recurring items.

Payroll

A Statutory Figure Looks Wrong

Check the employee's Payslip Type, nationality, date of birth, Tax Resident status and SOCSO Category, and whether the allowance or bonus types are right. Each type decides which contributions apply. See Payroll.

I Cannot Edit a Payslip

It has been marked paid. Use Re-open only if the month genuinely needs correcting.

Point of Sale

The Sell Screen Says No POS Terminal

A terminal must be set up first in Point of Sale > POS Terminals by the owner or manager.

The Drawer Is Short at Shift Close

Check Cash In, Cash Out and refunds for the shift in POS Reports. Any difference is recorded as a variance.

AI Accountant

My Upload Is Still Waiting

Documents are processed one at a time, usually within a minute. If a document says it could not be read clearly, upload a sharper photo or press Digitize Again.

Frequently Asked Questions

Is My Data Safe in CountServa?

Each company's data is kept separate, every user signs in with their own account, and each role sees only what it is allowed to. Every change is recorded in the audit trail.

Can I Use CountServa on My Phone?

Yes. CountServa works in phone browsers, and employees use the mobile User Portal.

Where Are My Company's Own Guides?

Open Guides in the sidebar for the how-to documents your company has written.

How Do I Get Help Quickly?

Use Report Bug with a screenshot and the document number. The team replies in the report's activity.