Help · Troubleshooting & FAQ

Troubleshooting & FAQ

How to use this page. Find your symptom, try the checklist top to bottom. Items marked 👤 You can fix are self-serve; items marked 🛠 Contact support need an ASPLUS admin (owner) to act. When contacting support, include your company name, the exact error text or screenshot, and what you did just before it happened.

AIRA (WhatsApp AI Agent)

AIRA is the ASPLUS AI assistant you chat with on WhatsApp. It's available on Pro / Lifetime plans. Full details: AI Agent guide.

OTP / verification code not arriving

You verify your own WhatsApp number so AIRA knows it's really you. If the code doesn't arrive:

👤 You can fix

Check the number you added. In AI → AIRA → WhatsApp, confirm the number is entered in full international format with no + and no leading 0 (a Malaysian 012-345 6789 becomes 60123456789). A wrong number is the most common cause.
Message AIRA first. Tap Chat with AIRA (the official number card) and send any message (e.g. "Hi") from the number you're verifying. WhatsApp only delivers business messages reliably once you've opened a conversation.
Wait ~1 minute and retry. Delivery can lag; request the code again after a minute rather than repeatedly.
Confirm you're on Pro/Lifetime. AIRA is gated to Pro/Lifetime on the active company. If the company you're in isn't on a qualifying plan, the verification/chat won't proceed even though the menu is visible.

🛠 Contact support if it still fails — during rollout, cold numbers may need a messaging template or the number may need to be added to the allow-list on our side. Support will confirm the AIRA channel is live for your account.

Someone else texted the AIRA number and got "not authorized"

That's expected and safe. Only numbers you've added as an authorized owner can see your business data. Anyone else gets a polite "not authorized" reply and sees nothing. This can't be switched off.

AIRA credit questions ("how much does a message cost?")

AIRA runs on your company's AI Credits (the same wallet as the rest of ASPLUS). Charges per action:

Action	Credits
AIRA text or voice message answered	2
AIRA receipt/photo processed	3
Web AI Assistant message	1
Web document OCR (receipt scan)	1
AI Connect read (ChatGPT/Claude over MCP)	0
Tapping Confirm / Cancel, or a failed reply	Free

Notes:

You're only charged when AIRA actually answers. Confirmation button taps and failed replies are free.
If you run out, AIRA tells you to top up. Buy more under Settings → Add-ons or the AI Credits page.

Why did an AIRA reply cost more than a web AI Assistant message?

WhatsApp messages carry a real messaging cost and use a full AI turn, so AIRA text/ voice is weighted at 2 credits and a receipt photo at 3, while the in-app AI Assistant and OCR stay at 1. AI Connect reads are free because your AI client (ChatGPT/Claude) pays for its own processing.

Per-company AI credits showing 0

This is expected on newly added companies. AI Credits are per company, not shared across your team.

A team can hold up to 3 companies, and each company has its own credit wallet, its own free-trial grant and its own monthly allocation based on that company's own plan. Credits never move between companies.
After the per-company change, your existing balance stayed with your team's first company. Sibling companies start at 0 and then earn their own free-trial (20) plus monthly credits on first AI use.

👤 What to do

Confirm you're viewing the right company (company switcher, top of the app) — credits shown are for the active company.
If a second/third company shows 0, use AIRA or the AI Assistant once in that company to trigger its free-trial/monthly grant, or top it up directly (the top-up applies to the company you buy it from).
Check that company's own plan — a Free/expired company earns no monthly AI credits even if a sibling company is Pro.

My other company is Pro but this one can't use AI

AI access is per company. An expired or Free company does not inherit AI from a Pro sibling. Put the company you want AI in on its own Pro/Lifetime plan.

Numbers or reports look wrong after a change

A setting or number I changed isn't showing up

👤 First: hard-refresh the page (Ctrl/Cmd + Shift + R) and re-open the report so it recalculates. Reports read the ledger live, but the page you're on may be cached in your browser.

🛠 If a change you know was deployed still isn't visible for anyone, config on the server may be cached. An ASPLUS admin clears it (php artisan config:clear) after any environment change — until then old settings can persist. Report it to support with what you changed and when.

My report totals don't reconcile / Balance Sheet won't balance

Run Reports → Books Integrity. It's a read-only scan that lists the exact documents causing the problem (imbalanced journal entries, invoice header vs line items, orphan lines, unreconciled opening balance). See Reports → Books Integrity. Fix the listed items and re-run the scan.

My General Ledger "Total Credit/Debit" looked too high

This was a display bug fixed on 22 Sep 2026: the opening "Balance b/f" was being summed into the period Debit/Credit totals. It now shows only in the Balance column, so the Total row reflects period activity only and reconciles with the running balance. See Reports → General Ledger. Your running balance was always correct.

A back-dated transaction isn't reflected in my reports yet

Back-dating triggers a background recalculation of carry-forward figures. Give it a moment and re-open the report. If a very old back-dated entry still isn't reflected after a while, contact support so we can check the recalculation queue.

I forgot my password

👤 You can fix. Use Forgot Password on the login page. Enter your account email; you'll get a reset link by email. Set a new password from that link.

I can log in — I just want to change my email

👤 You can fix. Your login email is yours to change: Profile → Update Information. Enter the new email (it must be unique) and save. Your login identity updates immediately.

I'm locked out — I can't log in AND I can't receive the reset email

This happens when the email on the account is old, wrong, or an inbox you no longer control, so the reset link never reaches you.

🛠 Contact support (owner-only tool). An ASPLUS owner can update your login email for you with the "Tukar Emel Log Masuk" tool (Admin → Users → your account). What happens:

The owner sets your new login email (validated, must be unique).
A password-reset link is sent to the new address (default), so you set your own password — support never sees or sets it.
Your old address gets a security heads-up (no link), and the change is written to an immutable audit log.

What to give support: your company name, the old email on the account (if known), and the correct new email you can actually access.

Will changing my login email affect my receipts or purchase history?

Changing your login email updates login only. Past receipts, historical purchase records and already-sent emails keep the old address (that's history); anything new uses the new address.

Can support just give me a temporary password?

No — by design. Temporary passwords risk being intercepted in plain text. Support sends a reset link to your new email instead, so only you ever know your password.

AI Connect (ChatGPT / Claude)

AI Connect lets ChatGPT or Claude read your ASPLUS data over MCP (Pro/Lifetime). Full details: AI Connect guide.

ChatGPT/Claude won't connect to ASPLUS

Confirm the active company is Pro/Lifetime — AI Connect is entitlement-gated per company.
In ASPLUS, open AI → AI Connect and copy the MCP address exactly. MCP connections are started from your AI client — you paste the address into ChatGPT/Claude, not the other way round.
After connecting, you approve a consent screen in ASPLUS that pins the connection to a specific company.
Reads don't cost credits, but they still require an active connection and plan.

If discovery/consent fails repeatedly, contact support with the client you're using (ChatGPT or Claude) and any error it shows.

Billing & plans

I paid but my plan / credits didn't update

Payment confirmation and receipt emails are processed in the background just after you pay, so there can be a short delay before everything reflects. Refresh after a minute. If a paid payment still hasn't activated your plan or credits after that, contact support with your payment reference — we can verify the payment and provision it.

I used a 100% discount coupon — does that count as a paid plan?

Yes. A subscription created with a valid discount code that brings the price to RM0 counts as paid for the purpose of unlocking features and the add-a-company quota.

How many companies can I have?

Up to 3 companies per account. Each company has its own plan, its own AI credit wallet, and its own reports. Some features (like AI access and credits) are scoped to the active company's own plan.

Still stuck?

Contact ASPLUS support with:

Your company name and the email on the account.
The exact error message or a screenshot.
What you were doing right before the problem.
When it happened (date/time).

That lets support reproduce and resolve the issue quickly.