Troubleshooting Guide

Can't log in / "Invalid credentials" error

Solutions:

1. 1. Verify you're using the correct email address
2. 2. Try the "Forgot Password" link to reset your password
3. 3. Check that Caps Lock is off
4. 4. Clear browser cache and cookies, then try again
5. 5. If still failing, contact support@organiko.ai

Email verification link expired

Solution:

Log in with your credentials. If your email isn't verified, you'll see a banner with a "Resend verification email" button. Verification links expire after 24 hours.

Session keeps expiring / Logged out automatically

Solutions:

1. 1. Sessions expire after 7 days of inactivity for security
2. 2. Check if your browser is set to clear cookies on exit
3. 3. Try a different browser to rule out browser-specific issues
4. 4. Disable browser extensions that might interfere with cookies

OAuth popup blocked or doesn't open

Solutions:

1. 1. Allow popups for organiko.ai in browser settings
2. 2. Disable popup blockers temporarily
3. 3. Try clicking "Connect with OAuth" again after allowing popups
4. 4. Use a different browser if the issue persists

QuickBooks: "Authorization failed"

Solutions:

1. 1. Verify you have Admin or Company Administrator role in QuickBooks
2. 2. Try disconnecting and reconnecting
3. 3. Clear browser cache and try again
4. 4. Ensure you're using QuickBooks Online (not Desktop)

Shopify: Can't find store name

Solution:

Your store name is part of your myshopify.com domain. Go to Shopify Admin → Settings → Domains. Look for "your-store-name.myshopify.com". The part before ".myshopify.com" is your store name.

ERPNext: "Invalid API credentials"

Solutions:

1. 1. Verify you copied the entire API Key and Secret (no extra spaces)
2. 2. Regenerate keys in ERPNext: Settings → API Access → Generate Keys
3. 3. Ensure your ERPNext user has System Manager role
4. 4. Verify site URL is correct (include https://)

Connection shows "Expired" status

Solution:

OAuth tokens expire after a period (QuickBooks: 180 days, Xero: 60 days). Simply reconnect by clicking "Connect with OAuth" again. Your historical data and flows remain intact.

No purchase orders or sales orders showing up

Solutions:

1. 1. Verify you created a Flow with the integration enabled (green toggle)
2. 2. Wait 15 minutes for the next automatic sync
3. 3. Check that your orders contain items with "organic" in the name
4. 4. Verify the integration shows "Connected" status (not "Expired")
5. 5. Check date range - first sync only pulls last 90 days

Only some items are syncing (missing products)

Solutions:

1. 1. Verify missing items have "organic" in the item name, description, or tags
2. 2. Check if items are marked as organic in your source system
3. 3. You can manually mark items as organic in Reconciliation if auto-detection missed them

Duplicate orders appearing

Solution:

Organiko.ai deduplicates by external order number. If you're seeing duplicates, it means the source system is generating new order numbers for the same order. Contact support@organiko.ai with the order numbers for investigation.

Sync stopped working after it was working before

Solutions:

1. 1. Check if integration status shows "Expired" - reconnect if needed
2. 2. Verify the flow is still enabled (green toggle in Flows page)
3. 3. Check if you changed credentials in the source system
4. 4. Contact support@organiko.ai if problem persists

Can't submit certification: "Lot number required"

Solution:

Lot number is mandatory for USDA compliance. Enter the lot number from your supplier's label or organic certificate. If you don't have a lot number yet, contact your supplier - they must provide it.

Can't allocate sales order: "Insufficient inventory"

Solutions:

1. 1. Check if you have certified any purchase orders for this SKU
2. 2. Verify you marked purchase orders as "delivered to warehouse"
3. 3. Check if all available inventory was already allocated to other sales orders
4. 4. You can partially allocate what's available and allocate the rest later

Allocation form doesn't show any lots

Solutions:

1. 1. Verify the SKU in the sales order matches the SKU in purchase orders
2. 2. Check if all lots for this SKU are expired
3. 3. Ensure you've certified at least one purchase order for this SKU
4. 4. Check if lot quantities are greater than zero

Entered wrong lot number - how to fix?

Solution:

Contact support@organiko.ai with the purchase order number and correct lot number. We'll update the record while maintaining audit trail integrity. Do not create a duplicate certification.

Mass balance variance is too high (>5%)

Solutions:

1. 1. Check Reconciliation for uncertified purchase orders
2. 2. Check for unallocated sales orders
3. 3. Verify you marked delivered purchase orders as "delivered"
4. 4. Look for missing inventory adjustments (waste, returns, etc.)
5. 5. Contact support@organiko.ai for a detailed audit if variance persists

Traceback report shows no results

Solutions:

1. 1. Verify the sales order number is correct
2. 2. Check if the sales order has been allocated (go to Reconciliation)
3. 3. Verify the sales order contains organic items
4. 4. Try searching by customer name or SKU instead

Report generation times out or fails

Solutions:

1. 1. Try a shorter date range if generating for long periods
2. 2. Generate Excel instead of PDF for large datasets
3. 3. Wait a few minutes and try again (may be temporary server load)
4. 4. Contact support@organiko.ai if consistently failing

Supplier certification report shows "No certificate"

Solution:

Go to Suppliers page and upload the organic certificate for that supplier. You must have a copy of each supplier's current organic certificate for USDA compliance.

Pages loading slowly

Solutions:

1. 1. Clear browser cache and cookies
2. 2. Check your internet connection speed
3. 3. Try a different browser
4. 4. Disable browser extensions temporarily
5. 5. If persistent, contact support@organiko.ai

Reconciliation page not loading or showing errors

Solutions:

1. 1. Refresh the page (Ctrl+R or Cmd+R)
2. 2. Clear browser cache and reload
3. 3. Try logging out and logging back in
4. 4. Try a different browser
5. 5. Contact support@organiko.ai if error persists