Troubleshooting

A file is refused at upload

This export is 72,410 rows. A workflow reads up to 60,000 rows per file.

Export a shorter date range, or one month at a time, and attach that.

Only .csv and .xlsx exports are supported.

Save the file as .csv or .xlsx and attach it again.

A file mixes currencies

Amounts in different currencies cannot be added, so no total can be stated for this file.

Convert the file to one currency, or split it by currency and attach each part. See Scope and limitations.

The month will not run until you say which rows count

I have not been told which rows in this file count as recurring revenue, so I am not going to close on it yet.

Your file names one-off charges, such as setup fees or retail sales. Answer Which rows count as recurring revenue? on the month view. Answer carefully: counting everything makes the month run, but includes one-off charges in recurring revenue.

The month reports cash instead of recurring revenue

Morevy says some of the file's dollars are on plans whose names do not say how long they run.

Morevy does not spread a payment when it would have to guess the term. Set the plan lengths on the file, or rename the plans in your billing system so the term is in the name. See Cash vs recurring revenue.

A source has no file for this month

Next · payments has no file for this month. Open the method and add one.

The workflow expects a file for each of its sources; the message names the source that is missing one. Add this month's export, or remove the source from the method.

The period holds no rows

Next · this period holds no rows, so there is nothing to review.

The month you picked is outside the dates in your files. Select the month name at the top of the month view and choose one your files cover.

A step was refused

Run refused, with Next · open the method and resolve the refused step. Open the method to see which step was refused and why. See Editing the method.

Retention shows as unavailable

The month is on cash collected. Switch the reporting basis to normalized recurring revenue under What Morevy knows, then Reporting basis, or give the file its plan lengths. See Retention and churn.

The figures changed since last time

That is expected when an input changed, and Morevy says which one. If it reports that nothing recorded about the source, mapping or engine changed, that is not expected. Please report it.

A customer is in the wrong movement

Usually the customer's ID or email changed between months, so one customer looks like one leaving and another joining. Ask who is in New and who is in Lost for that month; the same business on both lists is the sign. In a workflow, Morevy may ask Same customer? for exactly this case.

Unexpected Repeated rows? decisions

Two copies of the same export are attached. Remove one rather than answering each decision.

The rows do not add to the total

Usually rounding. Money is shown to the dollar, and Morevy notes under the table when rounded rows do not add exactly to the total. A real difference shows in the checks, not in column arithmetic.

Your workspace could not be reached

Your workspace could not be reached just now (a temporary error on our side, not missing data). Retry in a moment.

Nothing is lost. Try again after a moment. If it persists, contact hello@morevy.ai.

Something else

Open View calculation under the figure. It shows the steps that produced it and the answers in force, which is usually enough to see where your expectation and the data diverge. If not, see Getting help.