Troubleshooting

Run into a snag? Here are solutions to the most common issues our users face.

Common Issues

Bank Feed Not Updating

Problem: Your dashboard transactions are a few days old.

Solution:

1. Banks sometimes require re-authentication every 90 days.
2. Go to Settings > Bank Feeds.
3. If you see a "Re-connect" button, click it and follow the prompts.
4. If the issue persists, contact support.

Cannot Login / Forgot Password

Solution:

• Click "Forgot Password" on the login screen.
• Check your spam folder for the reset link.
• Ensure you are using the email address invited by your accountant.

OCR Didn't Read My Receipt

Problem: A blurred or crumpled receipt wasn't scanned correctly.

Solution:

• Manually edit the fields by clicking the pencil icon on the document.
• Try taking a photo with better lighting and a darker background.

Frequently Asked Questions (FAQ)

Is my data safe?

Yes. We use 256-bit SSL encryption and host data in Australian data centres compliant with the Privacy Act.

Can I invite my staff?

Yes. Go to Settings > Users to invite staff. You can limit their permissions (e.g., "Invoicing Only").

How do I cancel?

Contact your Axiom Blue account manager. We can export your data to a CSV format for you.