Troubleshooting

The AI says	Do this
We’re reviewing your new firm. You can add clients now. Bank connections open after the review.	Nothing to fix. Add your clients now. Bank connections open after our review.
LedgerSync is not set up for this sign-in yet.	Remove LedgerSync from your AI and add it again. On the LedgerSync page, type your email: it signs you in, or helps you create your account.
This LedgerSync connection is not active.	Remove LedgerSync from your AI, add it again, and sign in on the LedgerSync page. Still not working? Email support.
Your LedgerSync password was changed, so this connection was turned off.	Remove LedgerSync from your AI and add it again. Sign in again, with your new password if you changed it.
For now, only the firm owner can use LedgerSync in their own Claude or ChatGPT.	Access for teammates is coming. For now, ask your firm owner.
It does not seem to know LedgerSync	Start a new chat and ask again. In Claude, click + in the message box, then Connectors, and turn LedgerSync on. In ChatGPT, type @ and pick LedgerSync.

The page says	Do this
Use your work email to create a LedgerSync account.	Type your work email, not a free email like Gmail.
Use an email without a plus sign (+) to create a LedgerSync account.	Type your email without the plus sign and the part after it.
We can’t find that username. Try your email.	Type your email instead.
More than one account uses this email. Enter your username.	Type your LedgerSync username.
Wrong password. Try again.	Type your password again, or click Forgot password?.
Too many wrong passwords. Reset your password to continue.	Click Reset your password.
Too many tries. Wait 10 minutes, then try again. Or: Too many tries. Wait 10 minutes and try again.	Wait 10 minutes. Then try again.
This email belongs to a closed LedgerSync account.	Email support@ledgersync.com.
This sign-in is for accounting firms.	This page is for accounting firms. Your accountant connects LedgerSync.
Finish creating your account	Your account is not paid yet. Click Finish and pay.
Your account is almost ready. Wait 2 minutes, then click Try again.	Wait 2 minutes. Then click Try again.
This connect link has expired. Or: This connect link was already used.	Go back to Claude or ChatGPT and click Connect again.
Your password was changed after you signed in.	Click Sign out. Then sign in again with your new password.
Sign out, then sign in again with your two-step code.	Click Sign out. Then sign in again and type your two-step code.
Getting your account ready. Wait 1 minute, then click Sign in.	Wait 1 minute. Then click Sign in.
Check your email and try again.	Check the email you typed. Then try again.
We could not finish connecting. Wait a minute, then click Allow again.	Wait a minute. Then click Allow again.
Something went wrong. Try again. Or: Something went wrong on our side.	Try again. Still there? Go back to Claude or ChatGPT and click Connect again.
This account signs in with its email.	Click Sign out. Go back to Claude or ChatGPT and click Connect again.
Your LedgerSync account setup is not finished. Or: Your LedgerSync account needs a quick check. Or: This email is already connected to LedgerSync for another firm. Or: We could not connect this account. Or: This LedgerSync account is closed. Or: Connecting an AI assistant is turned off for this account.	Email support@ledgersync.com.

Your account: locked, payment, turned off

The AI or the page says	Do this
Your LedgerSync login is locked.	Click Forgot password? on the LedgerSync sign-in page and set a new password. Then remove LedgerSync from your AI and add it again. If the reset says your account is locked, email support@ledgersync.com.
Your LedgerSync account is locked because a subscription payment did not go through. Or: Your account is locked because a subscription payment didn’t go through.	Update the card on file in the LedgerSync app. Then try again.
LedgerSync is not active for your firm.	Email support@ledgersync.com and we will help.
Connecting an AI assistant is turned off for your firm.	Email support@ledgersync.com.
This app was disconnected from the LedgerSync account.	Remove LedgerSync from your AI and add it again.
LedgerSync could not check your account just now.	Try again in a minute.

Developer accounts: approval and the payment step

The AI says	Do this
We need one more answer from you.	We emailed you our question. Open portal.ledgersyncappv2.com, sign in, and answer it on the first page.
This sign-in has no LedgerSync access yet. Or: There is no active LedgerSync developer account for this sign-in yet. Or: Your application is awaiting review.	Do what the AI says next. Still in review? Wait for our email. Otherwise check your account at portal.ledgersyncappv2.com or email support.
We could not approve this LedgerSync sign-up. Or: This LedgerSync sign-up closed before we could review it.	Email support@ledgersync.com.
Your LedgerSync sign-up is not finished. Or: Your card is not on file yet.	Email support@ledgersync.com and we will help.
LedgerSync access for this account was turned off.	Email support@ledgersync.com.
It asks you to complete the payment step	Finish the payment step in the developer portal.

Limits: wait, or try again later

The AI says	Do this
Too many requests for this API key. Slow down and try again. Or: wait some seconds before trying again	Wait the time the AI says, then ask again. You have nothing to fix, and you do not need an API key. It gives no wait time? Your firm’s daily limit for refreshes is used up. Try again tomorrow.
This connection has used a tool too many times this hour or this day, its limit	Try again next hour or tomorrow, as the AI says. Your firm also uses the LedgerSync app? You can do it there now.
Too many tries to link the desktop app.	Wait the minutes the AI says. Then get a new code and try again.

Clients and banks: it cannot find the client, a bank needs the desktop app

The AI says	Do this
It cannot find the client, or something was not found	Ask “Find my client …” first, then ask again.
This bank needs the LedgerSync desktop app, and it is not connected right now.	Open the desktop app on the computer where you set it up. Keep that computer on. Then ask the AI to try again.
This refresh is waiting for someone to choose whether LedgerSync reaches the bank through the LedgerSync desktop app.	The AI gives you a fix link. Send it to the account holder. They make the choice on that LedgerSync page. Then ask the AI to refresh again.
This connection is read-only or lacks permission for this action.	Ask for something else, or email support.

Desktop app: not linked, code did not work, app not open, service not reachable

The AI says	Do this
No desktop app is linked to this account yet.	Do Banks that need the desktop app.
The desktop app is linked but not connected right now.	Open the desktop app on the computer where you set it up. Keep that computer on. Then ask the AI to try again.
That code did not work.	In the desktop app, open Settings and set Connect with to AI chat to get a new code. Tell the AI the new code.
The desktop app that showed this code is not open anymore.	Open the desktop app, get a new code, and tell the AI the new code.
LedgerSync could not reach the desktop app service. Or: The desktop app could not be checked right now.	Wait a few minutes and try again. Still not working? Email support.

Other AI apps and other errors

The AI says	Do this
This AI app is not supported yet.	LedgerSync works in Claude and ChatGPT. To use another app, email support.
LedgerSync could not complete this request.	Try again in a minute. If it keeps failing, email support.

Get started

AI connector

Guides

Go live

Most common problems

More problems

Remove or turn off LedgerSync

Remove it from your AI

Turn it off for your firm

​Most common problems

​More problems

​Remove or turn off LedgerSync

​Remove it from your AI

​Turn it off for your firm

Most common problems

More problems

Remove or turn off LedgerSync

Remove it from your AI

Turn it off for your firm