Getting help

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Most issues fall into a small number of patterns, and Troubleshooting covers them: a close that will not run, an unexpected date range, figures that changed, retention showing as unavailable.

If a figure looks wrong, the audit trail beneath it is usually enough to resolve it. It records the calculation steps and the configuration in force when they ran, which is normally where your expectation and the file diverge.

When you get in touch

Include these. They turn a long exchange into a short one.

The period

Which month you were closing.

The basis

Cash collected or recurring revenue. Every figure depends on it.

What you expected, and why

The figure you had in mind and where it came from.

What you saw

The figure Morevy reported.

The source file name

As shown in the provenance line beneath the table.

A screenshot of the checks under the close is worth more than a description of them.

What we will ask for

If the answer is not in the audit trail, we may ask for the export itself. You are under no obligation to send it, and there are usually other routes.

We will never ask for your billing system password, and we will never ask for any credential by email or message. The one credential Morevy takes is a Stripe restricted key, read-only, which you create yourself and enter in the connect dialog inside the product. Every other system comes in as a file export, with no credential at all.

Caution. If anyone asks you for a password or a full-access secret key, or for any credential over email or chat, while claiming to be from Morevy, it is not us. The only place Morevy accepts a key is the connect dialog in the product itself.

Reporting something that looks wrong

One case is worth reporting even if it does not block you: figures that changed with no corresponding change in input.

Morevy compares each run against the previous one and reports what differed. If it tells you money moved and nothing recorded about the source, mapping or settings changed, that is not expected behaviour. It means either an input is missing from the record or a calculation is not deterministic, and both are ours to fix.