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Troubleshooting

Find the label shown on your sync dashboard or exceptions list, see what it means, and follow the fix. Resolve setup and connection issues with the steps below. Plan-limit pauses have a separate upgrade and recovery timeline.

How a failure is handled

  1. Temporary problems retry automatically on the schedule in Settings > Sync schedule (default: up to 10 attempts, 60 minutes apart).
  2. Problems that need your decision pause posting for the affected dates and show a red banner on the home screen.
  3. Fix the cause, then press Resume sync. Work already posted is never undone by a pause.

If it looks like nothing is happening

Nothing has posted since I installed
Setup is probably unfinished. Complete the Finish step (default GST rate and start date): until then Ledgeree captures orders but posts nothing. Also confirm the order is fulfilled, since posting follows fulfilment, and that its day has completed.
A red 'Sync paused: needs your attention' banner
Posting is paused for the affected dates because of an error. Find the label in the table above, correct its cause, then press Resume sync.
'Sync paused: plan shipment limit reached'
Usage has exceeded 120% of your plan allowance. Choose a higher-capacity plan that covers usage in Billing. A new cycle does not release this pause. Capture continues for 60 days of the pause; a catch-up quote may apply after the first 30 days. See Pricing for the full timeline.
Pairing code does not work
Codes work once and expire after 30 minutes. Generate a new code in Ledgeree and enter it on the agent's status page on the Tally PC.
Windows blocks the agent installer
On the blue 'Windows protected your PC' screen choose More info, then Run anyway. It appears for new apps and is not a sign that anything is wrong.
Totals differ from Shopify
Check the day's reconciliation view. Differences usually come from timing (an order fulfilled or refunded after the day posted), orders from before your accounting start date, or mixed gateways. Email us the date and the amounts if the difference remains.
Posting works but the ERP shows the wrong GST split
Check the location's state mapping, the product's GST rate and HSN/SAC, and, for B2B orders, the customer's GSTIN on the Shopify order.

Mapping and setup

These need a change from you. Posting for the affected dates waits until you fix them and press Resume sync.

Product mapping missing

Needs your action
What it means:
A fulfilled order contains a product (or variant) that has no mapping to an ERP item or tax setup.
What to do:
Open Settings > Products, map the product, and confirm its GST rate and HSN/SAC. Then press Resume sync.

Location mapping missing

Needs your action
What it means:
The Shopify location has no ship-from state mapped, or the order has no usable shipping state, so the GST split cannot be decided.
What to do:
Check Settings > Locations and Settings > ERP state names. If the shipping address itself is blank or invalid on the Shopify order, correct the order's address. Then Resume sync.

Ledger mapping missing

Needs your action
What it means:
A required ledger or account (for example shipping, discount, a gateway or a sales return ledger) has no name, or Zoho credentials are absent.
What to do:
Open Settings > Ledgers and fill in or choose the missing ledger. If the account does not exist yet, create it in your ERP or enable auto-create. If you see this immediately after disconnecting, reconnect Zoho.

Export setup missing

Needs your action
What it means:
An export order needs export settings (such as a valid LUT) that are not configured or have expired.
What to do:
Update the export settings in Settings, then Resume sync.

Tally company setup

Needs your action
What it means:
The registered state could not be read from the selected Tally company, or no company is selected.
What to do:
Open Settings > Tally company, pick the correct company and make sure its state is set in Tally.

Needs review

Needs your action
What it means:
Ledgeree could not classify the cause automatically.
What to do:
Read the message text under the label. If it is not clear, email [email protected] with the text and the order or voucher number.

Connection

Most of these clear by themselves once the system is reachable again.

Reconnect needed

Needs your action
What it means:
Your Zoho authorisation expired or was revoked, or a permission was removed.
What to do:
Open Settings > Connection and choose Reconnect for Zoho Books, signing in on the right account and organisation. Pending work stays queued and posts after you reconnect.

Ledgeree Agent unreachable

May retry; check if it persists
What it means:
Ledgeree cannot talk to the Ledgeree Agent on your Tally PC. The PC may be off or asleep, the agent stopped, or it lost its pairing.
What to do:
Start the agent, open its status page and check it shows as paired. If not, generate a new pairing code in Ledgeree and enter it. The next retry then picks up the queue.

Tally not reachable

May retry; check if it persists
What it means:
The agent is running but Tally Prime is not answering.
What to do:
Start Tally Prime, open the correct company and confirm the XML/HTTP interface is enabled and its port matches the agent.

Tally not responding

Retries by itself
What it means:
Tally did not answer within the allowed time, often because it was busy or showing a dialog.
What to do:
Close any open dialog in Tally and check that Tally and the agent are running. The next retry picks it up.

Tally company closed

Retries by itself
What it means:
The company Ledgeree posts into is not open in Tally right now.
What to do:
Open that company in Tally. Posting resumes on the next retry.

Tally in demo mode

Needs your action
What it means:
Tally is running in educational or demo mode, which Ledgeree blocks for live posting.
What to do:
Run a licensed Tally Prime, then retry.

Temporary issue

Retries by itself
What it means:
A short-lived problem such as a network error, an ERP rate limit or a server hiccup.
What to do:
Nothing, in most cases. Ledgeree retries on the schedule in Settings > Sync schedule. If it keeps failing until retries run out, posting pauses and you are notified.

Order resync

Retries by itself
What it means:
Ledgeree is catching up on orders it missed, for example after the app was unreachable for a short while.
What to do:
Nothing. It clears when the catch-up finishes. If it stays for more than a day, contact support.

Rejected or conflicting entries

The ERP answered, but refused or already has the document.

Rejected by ERP

May retry; check if it persists
What it means:
Tally or Zoho refused the entry. Typical causes are an account that does not exist or has the wrong type, a tax or location problem, a numbering clash, a date in a locked period or a missing GST detail. Zoho rate limits and server errors can also appear under this label and retry on their own.
What to do:
Read the message under the label, correct the account, item, tax, numbering or period in your ERP or in Ledgeree's Settings, then Resume sync.

Duplicate voucher

Needs your action
What it means:
Your ERP already holds a document with this identity.
What to do:
Nothing is posted twice. Check the voucher number in your ERP to confirm it is the right document. If the existing one has different contents, email us before changing anything.

Zoho invoice lookup

Needs your action
What it means:
A credit note or payment needed the original Zoho invoice, and no invoice with that number was found.
What to do:
Check the invoice was not deleted or renumbered in Zoho Books. Restore it or contact support with the invoice number.

Refund not completed

Needs your action
What it means:
Shopify reports the refund transaction as failed or not completed. Ledgeree does not book a refund that did not happen.
What to do:
Complete or retry the refund in Shopify. A later successful refund is recorded as a new event.

Refund timing

Retries by itself
What it means:
A refund was checked before a same-day return on the same order was fully recorded.
What to do:
Nothing. It clears on retry and does not affect your books.