Troubleshooting

The close will not run

Morevy refuses and says it does not know which rows count as recurring revenue.

This is the deliberate refusal, not a bug. Answer the second of the three questions and it will run.

It is worth answering carefully rather than accepting the default. Ticking everything makes the close run, and quietly counts retail and trials as recurring revenue.

The recurring revenue close refuses

Morevy says too much revenue sits in plans whose length it cannot determine.

Some plan names say how long they last, such as "90 Day Pass". Others say nothing, such as "Membership". If a material share of your money is in the second kind, Morevy will not spread it, because spreading requires knowing across how many months.

Three ways out, in order. Answer the plan-duration question Morevy shows: the top plans by dollars, pre-filled from the plan names, saved and reused for every later close. Or run on the cash basis, which needs no durations. Or, for future exports, rename the plans in your billing system so the term is in the name.

The date range looks wrong

Morevy reports fewer months than you expected.

The export was almost certainly filtered. Most billing systems default to the last 30 or 90 days. Pull it again with no date filter.

The figures changed since last time

That is expected if anything changed, and Morevy tells you what. Under a recomputed close you get a comparison against the previous run: which components moved, by how much, and which input differed.

If money moved and nothing about the source, mapping or settings changed, Morevy says so explicitly. That is not normal and it is worth reporting.

Retention shows as unavailable

You are on the cash basis. The ratios are only defined on the recurring revenue basis, and Morevy withholds rather than approximates. Full explanation.

The rows do not add to the total

Usually rounding. Money is shown to the dollar, so a column of rounded rows can land a dollar or two off a rounded total. Morevy notes this under the table when it happens.

The note under the table is the signal that a gap is display rounding, and it grows with the number of rows shown. A real difference does not hide in column arithmetic; it shows up in the checks under the close.

A customer is in the wrong leg

Most often the customer identifier changed between periods. A renamed account, a new email, or a subscription rebuilt in your billing system all look like one person leaving and a different one joining.

Ask who is in New and who is in Lost for that month and compare. The same person on both lists is the signature.

Refunds look wrong

Refunds reduce the month they cleared in, on either basis. If a refund is landing in a month you did not expect, the usual cause is the date column: your export carries more than one date, and the one Morevy was told to read is not the one you had in mind. That choice is recorded; the audit trail under the figure shows the answers that were in force.

Something else

If a figure looks wrong and none of the above explains it, open the audit trail under it. It shows the steps that produced it and the answers that were in force. That is usually enough to see where your expectation and the file diverge.