> ## Documentation Index > Fetch the complete documentation index at: https://docs.ledgersyncappv2.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > What the AI's LedgerSync messages mean, and what to do. The AI tells you what is wrong in plain words. Find its message below. ## Most common problems | 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](#remove-it-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](#remove-it-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](#remove-it-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**. | ## More problems | 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](mailto: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](mailto:support@ledgersync.com). | | 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](mailto: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](mailto:support@ledgersync.com) and we will help. | | **Connecting an AI assistant is turned off for your firm.** | Email [support@ledgersync.com](mailto:support@ledgersync.com). | | **This app was disconnected from the LedgerSync account.** | [Remove LedgerSync from your AI](#remove-it-from-your-ai) and add it again. | | **LedgerSync could not check your account just now.** | Try again in a minute. | | The AI says | Do this | | - | - | | **We need one more answer from you.** | We emailed you our question. Open [portal.ledgersyncappv2.com](https://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](https://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](mailto:support@ledgersync.com). | | **Your LedgerSync sign-up is not finished.** Or: **Your card is not on file yet.** | Email [support@ledgersync.com](mailto:support@ledgersync.com) and we will help. | | **LedgerSync access for this account was turned off.** | Email [support@ledgersync.com](mailto:support@ledgersync.com). | | It asks you to complete the payment step | Finish the payment step in the developer portal. | | 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. | | 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. | | The AI says | Do this | | - | - | | **No desktop app is linked to this account yet.** | Do [Banks that need the desktop app](/ai/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. | | 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. | ## Remove or turn off LedgerSync ### Remove it from your AI * **Claude:** open **Customize**, then **Connectors**, and click **LedgerSync**. Open its **...** menu and click **Remove**. * **Claude Team or Enterprise member:** open **Customize**, then **Connectors**, and click **LedgerSync**. Click **Disconnect**. To use it again, click **Connect** and sign in, as in [step 4 of Set up in Claude](/ai/setup-claude#sign-in). Only your firm's Claude Owner can remove it for everyone, under **Organization settings**, then **Connectors**. * **ChatGPT:** open **Settings**, then **Plugins**, and click **LedgerSync**. Open the **...** menu and click **Disconnect**. To use it again, open **Settings**, then **Plugins**, click **LedgerSync** and click **Connect**. Then do [step 5 of Set up in ChatGPT](/ai/setup-chatgpt#sign-in). To add it again in Claude, see [Set up in Claude](/ai/setup-claude). LedgerSync is gone from ChatGPT's **Plugins**? See [Set up in ChatGPT](/ai/setup-chatgpt). ### Turn it off for your firm Change your LedgerSync password. Every AI you connected with your LedgerSync app login stops working within a minute. To use LedgerSync in your AI again, add it again and sign in with your new password. Connected through the developer portal (a developer account, or an AI app connected before October 1, 2026\)? Open [portal.ledgersyncappv2.com](https://portal.ledgersyncappv2.com) on a computer. See **Sandbox** at the top? Click it and pick **Live** first. Click **Connected apps**, then click **Disconnect** next to each app. It loses access at once. To stop it for good, email [support@ledgersync.com](mailto:support@ledgersync.com) and we will turn it off. Stuck? Email [support@ledgersync.com](mailto:support@ledgersync.com) with the step and what the screen says. Never send passwords or card numbers. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.