Where to look when something is wrong

Start here and follow the line that matches what you are seeing.

I cannot get into my account

• The password is not being accepted, or you are locked out - see Can't sign in.
• You have a code-based sign-in step and cannot complete it - your recovery codes will get you in; if they are gone, email support@kontala.com.
• You were invited but the link does not work - see Signing in to Kontala.

A connection is failing

• HMRC or FreeAgent will not connect, or has stopped working - see Common connection errors.
• You are looking for a bank feed to set up - feeds are coming but are not switched on yet, so transactions come in by import for now. See Bank feeds and Open Banking.

An import did not work

• The file was rejected, or the columns were read wrongly - see Statement import problems.
• You are unsure which formats are accepted - see Statement import formats.
• You imported the same period twice and are worried about duplicates - Kontala skips rows it has already imported, so overlapping files are safe.

A number looks wrong

• A report does not match what you expected - see Why my figures look different.
• You want to see what makes up a figure - open Account transactions and drill into the account.
• You need to know who changed something - see the Audit trail.

A VAT return will not file

• HMRC rejected the submission - see Fix a rejected VAT submission.
• You filed outside Kontala and need the period closed - see Mark a return as filed.

My question is not about a problem

For questions about what Kontala does, what it costs, and how your data is handled, see the FAQ.

Still stuck? Contact support - we reply within one business day.