EmitLedger Documentation
Contents Overview

Troubleshooting

What to do when sign-in fails, a page shows no data, an import or a lock is refused, or the service is slow.

Signing in

  • Lost or replaced phone: you cannot reset two-step verification yourself. Ask your organisation’s administrator to contact support, or email support [at] emitledger.com from the address you sign in with. See Signing in.
  • Forgotten password: choose Forgot password? on the sign-in page.
  • “Sign-in failed. Please try again.” or a page that keeps returning to sign-in: check the status page, then try a private browser window.
  • “Your account is not a member of any organisation yet.”: ask your administrator for an invitation.

A page shows no data

  • “No data yet — set up your hierarchy and import activity data.”: nothing has been calculated for the filters in view. Widen From and To, or check Data input → Imports for committed imports.
  • Right after a commit, the recalculation may still be running. The import job page shows the run status.
  • Data providers, reviewers and country managers only see the assets in their access limits.
  • “You do not have permission for this action.”: your role cannot do this. See Roles.

An import or change is refused

  • Validation failed: nothing was saved. Download the findings workbook, correct the highlighted cells and upload again. See Excel import.
  • “Another import is already active for this asset and year.”: open the active import and commit or cancel it.
  • A locked period (E006): request a restatement first.
  • “This item was changed by someone else.”: reload the page to see the latest version, then repeat your change.

A month cannot be locked

Locking needs a finished calculation run newer than the latest data change, without error findings for that month. Wait for the recalculation, or fix the data. See Reporting periods.

The service is slow or unavailable

Check the public status page at https://status.emitledger.com, also linked as System status under Help in the sidebar. Error screens link to it too.

Contact support

Email support [at] emitledger.com with the page address, what you did and the message you saw. If support needs to look at your data, a client admin can grant support access.