CountServa · CountServa: Accounting and ERP Manual
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.
Your reports are listed with their Reference and Status. Open one to see its Activity and any replies.
| Status | Meaning |
|---|---|
| New | Received, not yet reviewed |
| In Queue | Accepted and waiting to be worked on |
| In Progress | Being worked on now |
| Resolved | Bug fixed |
| Completed | Feature delivered |
| Closed | Closed without change, with the reason in the activity |
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.
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.
Your role can view that module but not perform that action, such as Approve or Void. Ask the owner to add the right.
Common causes:
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.
Only drafts can be deleted. Issued documents are voided so the numbering stays complete for LHDN and your auditors.
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.
Check the Client ID, Client secret and Environment in e-Invoice > Setup & Credentials. Sandbox credentials do not work in Production.
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.
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.
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.
It has been marked paid. Use Re-open only if the month genuinely needs correcting.
A terminal must be set up first in Point of Sale > POS Terminals by the owner or manager.
Check Cash In, Cash Out and refunds for the shift in POS Reports. Any difference is recorded as a variance.
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.
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.
Yes. CountServa works in phone browsers, and employees use the mobile User Portal.
Open Guides in the sidebar for the how-to documents your company has written.
Use Report Bug with a screenshot and the document number. The team replies in the report's activity.