For Support

First things first: is the module even visible?

The entire accounting section is hidden behind the FEATURE_ACCOUNTING_MODULE flag. If a user says they "can't find Accounting" anywhere in the app, the most likely explanation is the flag simply isn't on for their company yet — not a bug. Escalate flag-enablement requests rather than troubleshooting a missing menu item.

If the flag is on and a menu item is still missing, check the user's permission group next (see the permission table in the Glossary) — most accounting screens are gated on a specific permission (VIEW_GL, POST_JOURNAL, MANAGE_COA, etc.), not just the feature flag. A user with the flag on but no relevant permission will see the "Accounting" tile disappear entirely, or see a reduced set of screens under it.

Common "why can't I..." questions, and the real answer

"Why can't I approve my own journal entry?" By design, but only if the clinic's accountant turned on segregation of duties (blockSelfApproval — off by default, so a single-accountant clinic can approve its own entries out of the box). If it's on, the person who created or submitted an entry can't also be the one who approves it. If a user hits this unexpectedly, check whether blockSelfApproval was intentionally enabled for their company before assuming it's a bug.

"I closed a fiscal period by accident, can I reopen it?" Depends how it was closed. A soft close can be reopened. A hard close cannot be reopened by design — it's meant to be final (e.g. after a tax filing). If a user hard-closed a period in error, this needs an engineering/database-level fix, not a self-service option — set expectations accordingly.

"My bank reconciliation says it's complete but the balances don't match" / "I matched everything but it still shows a discrepancy." This is a known limitation, not user error: the per-line "matched" checkbox in Bank Reconciliation doesn't actually affect whether the reconciliation is marked complete or balanced — only the statement balance vs. book balance comparison does. Matching lines is currently just a manual checklist for the user's own tracking. If someone reports this as confusing, it's a legitimate product gap to log, not a support fix.

"I can't submit the insurance bulk settlement — permission denied." This used to be a confirmed bug (no permission rule wired up server-side at all) but is fixed — the mutation is now gated POST_JOURNAL. If a user still hits this, check they actually have POST_JOURNAL, and that they're accessing it from either platform (it works on both mobile and web now).

"An employee can't submit a request for [Permission/Mission] leave." Also a confirmed gap: hourly leave types (Permission, Mission) are missing their time-entry fields on the request form, so any leave type marked "hourly" cannot actually be requested from the app today. Full-day leave types (Annual, Sick, Unpaid) work normally.

"I can't drag-and-drop / upload my bank statement." There's no statement import in this release — bank statement lines are entered one at a time by hand. This isn't a missing setting; it's not built yet.

"I created a manual journal on mobile but there's no 'save as draft' or 'submit for approval' option — only Post." Correct, and currently a real mobile/web gap: the full draft → submit → approve workflow only exists on the web app. If a user needs the approval workflow, direct them to the web app for that specific task.

"My journal entry shows as 'Draft' but I already submitted it for approval." Known mobile-only display bug: the journal entries list screen on mobile doesn't have a distinct label for "pending approval" entries and falls back to showing them as "Draft." The entry's details screen shows the correct status. Reassure the user the entry itself is fine — it's a list-view labeling issue.

"Why does my exported report say 'Unsupported report'?" Export only covers a specific list of report types (income statement, balance sheet, cash flow, equity, VAT return, general ledger, account ledger, responsibility-center P&L, service-line/provider/payer/chart P&L, deferred revenue, pending inventory, doctor commission, payables/receivables accruals). Trial Balance, Statement of Account, and Journal Entries cannot be exported in this release, on any platform. Also confirm they're on the web app — export doesn't exist on mobile at all.

"Can I attach a receipt or document to a journal entry?" Not from any screen today — the backend supports it, but no UI anywhere lets a user attach a file to a journal entry (only view already-attached ones, which nothing currently creates).

Escalation checklist

Before escalating an accounting-module ticket, gather: (1) is FEATURE_ACCOUNTING_MODULE active for the company, (2) which platform — web or mobile, (3) the user's permission group, (4) the exact screen/action. Most "it's broken" reports for this module turn out to be one of the mobile/web parity gaps or permission gates listed above and elsewhere in this documentation, not a new bug — check For Quality first.