Troubleshooting FAQ
Quick answers to the most common ClaimDS problems — sign-in failures, permission errors, missing accruals, settlements that won't complete, and import validation.
The quickest answers to the problems people hit most. Each links to a fuller guide if you need the step-by-step.
Didn't find it?
Browse the full troubleshooting section, check the glossary if a term is unclear, or talk to us and we'll help directly.
Frequently asked
I can't sign in — what's the fastest fix?
Match the message on screen. "Invalid email or password" means a typo or wrong password (reset it with Forgot password). "Too many failed attempts" means a temporary 15-minute lockout — wait it out. "No access to that workspace" means you need an invite. See "You can't sign in" for the full walkthrough.
Why do I see "you don't have permission"?
ClaimDS gates each area by role. Your current role doesn't include that area yet — ask a workspace owner or admin to adjust it under Settings → Team.
My rebate isn't accruing — why?
Accruals need the agreement to be active, the transaction to fall inside the validity window, and the transaction to match the eligible products and Eligibility Criteria. If any of those is off, nothing accrues. Check that the underlying transactions are loaded too.
My settlement won't complete.
Usually the reconciliation isn't confirmed, a GST pre-validation blocker is outstanding, or your role doesn't allow settling. Resolve those in that order. A run held up this way may appear in the Stale-PENDING tab.
A claim and its credit note don't match.
Open the exception on the reconciliation sheet. It's almost always a quantity difference, a price difference, or a missing document. Correct a genuine error at source; raise a real commercial difference as its own claim rather than forcing the match.
My counterparty import failed.
ClaimDS validates the file and flags the bad rows rather than importing dirty data. Fix the duplicates, invalid GSTINs and missing fields it names, then re-import.
It says my email or workspace URL is already in use.
The message "Email already registered" means you should sign in, not sign up. "Workspace URL not available" means you need a different name. If a colleague already set up ClaimDS for your company, ask to be invited instead.
I never received a verification, reset or invite email.
Check spam and confirm you're using the same work email you registered with or were invited at. These links expire, so request a fresh one if it's been a while.
Still stuck?
Book a demo and we'll walk through it on your own data — or just talk to us.