Troubleshooting

The five problems we hear about most, and what fixes each one. We reply within 2 business days; month-end is our busiest week.

This key has no activations left

Solo and Pro keys activate in two browsers; Team keys in ten (five people, two each). Clearing browser data, a new laptop or activating on a phone each use one. Before you switch computers, open /license and click Deactivate this browser to free it. If the old browser is already gone, email support@tidyrecon.io.vn from the address you bought with, with your order ID or key, and we will reset the activations.

My recipes and history are gone

Your recipes, history and open items live only in this browser. Safari may delete them if you don't open TidyRecon for 7 days, and clearing browser data removes them in any browser. If you exported a backup, open the app, go to Settings → Import backup and pick the file. Without a backup they cannot be recovered; we never had a copy. From now on, export a backup after each month-end run (Settings → Export backup).

The file is too large

Free reads up to 1,000 rows per file, Solo 50,000 and Pro or Team 100,000, in the browser. No file over 512 MB loads. Export a shorter date range (one month instead of a quarter), or split the export and run each part. On a phone, large files can make the tab reload mid-run; use a computer.

The run stopped: a column is missing

The platform renamed or removed a column in its export, so the recipe stopped before matching rather than match on the wrong field. The message names the missing column. Rename the header back in the file (Excel or any text editor), then run again. If the platform changed the export for good, save the recipe again with the new column. Our guides list the columns each export should have.

Amounts are empty or unreadable

An empty amount counts as missing, never as zero, so that row will not match. Text such as n/a is unreadable. If your file writes amounts like 1.234,56, set that file's decimal mark under Match to 1.234,56; the default reads 1,234.56. Currency signs, codes such as USD and negatives in brackets like (12.50) are read for you.

Still stuck?

Email support@tidyrecon.io.vn with the diagnostic info pasted in. Do not attach your files.