12. FAQ & Troubleshooting

Accounts & access

I was invited but can't see anything useful. You likely have 👁️ Member (read-only) access to one Team. You'll see that company's dashboards and reports, but not setup or admin tools. That's expected. Ask your accountant if you need more.

A module in the sidebar is greyed out with a lock. That module isn't included in your current plan. 👤 Admins can unlock it from Settings → Subscription. (🛡️ Superusers see all modules by design.)

I manage several clients — how do I switch? Use the client switcher (the up/down arrows next to your name at the bottom-left of the sidebar). The Team name at the top of the sidebar always shows which client you're viewing.

QuickBooks connection

Dashboards are empty or say "not connected." The Team isn't connected to QuickBooks yet. 👤 Admin: go to Settings → QBO Connection and click Connect to QuickBooks. See Getting Started §1.3.

"This team already has a QBO connection." Each Team connects to one company. To connect a different company, disconnect the current one first (Settings → QBO Connection → Disconnect), then connect the new one.

It says I need to reconnect / authorization expired. This happens if access was revoked inside QuickBooks or the authorization lapsed. Open Settings → QBO Connection and reconnect. Your settings and entered data (budgets, schedules, profiles) are preserved.

The numbers look stale. Open Settings → QBO Connection and click Refresh Internal Data. A daily automatic refresh also runs, but this forces an immediate update.

The first dashboard load is slow. The first time you open a dashboard after connecting, OML fetches several reports from Intuit. Later loads are faster thanks to caching. Give the first load a moment.

Reports & dashboards

A Profit & Loss number doesn't match QuickBooks. OML mirrors QuickBooks' report structure, including parent accounts that carry their own transactions plus sub-accounts. Use the P&L Explorer (Reports → P&L Explorer) and click the figure to see exactly which transactions make it up.

A credit card / line of credit balance looks too high. Make sure you've refreshed the facility from QuickBooks. OML rolls up all sub-accounts under the parent facility into one balance — check Financial Tools → Credit Cards & LOC.

An Explorer cell won't drill down. Refresh the page. The explorer rebuilds its clickable drill links each time it loads.

My PDF report is taking a while. Reports render in the background. Watch the status indicator; the download appears when it's ready. Larger reports take longer — this is normal.

Tax, budgets & forecasting

Tax Planning shows no tax. If the business has a loss (negative income), tax calculations are intentionally skipped rather than producing a misleading estimate. Tax Planning produces estimates for planning — always confirm final figures with the preparer.

My budget import created odd duplicates. On the budget detail page, 👤 Admins can Clean up duplicates or Rebuild the budget. You can also start fresh with Copy prior year or the Excel template.

Which forecasting method should I use? Start with the house default (set in Settings → Forecast House Default). OML can detect seasonality and pick a fitting model automatically. To compare, use the method override on any forecast. See Forecasting.

Data Export API

My API token stopped working. Tokens can be revoked and rotated. 👤 Admin: check Settings → Data Export API; if it was revoked, generate a new one. Remember the token is shown only once at creation.

I'm getting rate-limited (HTTP 429). The API allows roughly 60 requests per minute. Slow your request rate and retry. See Data Export API.

Still stuck?

Use the Support link in the sidebar (under My Account) to reach the team. Include the client/Team name and what you were trying to do — it speeds things up.