Troubleshooting

Troubleshooting

Login Issues

I can’t sign in

CryptaCount uses passwordless authentication — there is no password to enter. Sign in using one of these methods:

• Provider sign-in — Click “Sign in with Google”, “Sign in with Microsoft”, or another provider button
• Email one-time code — Enter your email, click “Send code”, then enter the 6-digit code sent to your inbox

If neither works:

• Check your email — make sure you’re using the email address you registered with
• Check spam folder — one-time codes may land in spam/junk
• Bot detection blocking — try clearing cookies for cryptacount.com, disable browser extensions that may interfere, or try a different browser
• Account not approved — new accounts require approval. If you registered recently, your account may still be pending

I have 2FA enabled and lost my authenticator

If you enabled optional two-factor authentication and lost access to your authenticator app:

1. Use one of your backup codes (provided during 2FA setup)
2. Each backup code can only be used once
3. If you’ve exhausted all backup codes, contact support for manual account verification

I’m locked out of my account

Contact support with your account details. Since authentication is passwordless (provider sign-in + email code), most lockout scenarios involve:

• Email address change on the provider side
• Lost access to your registered email
• Account not yet approved

Workspace Issues

How do I switch between workspaces?

Use the workspace selector in the sidebar header. Click the current workspace name to see all workspaces you have access to. Selecting a different workspace reloads the data context.

If you don’t see a workspace you expect:

• Check that you’ve been invited to the workspace (invitations arrive by email)
• Check your role — you may have Viewer access, which limits some features but still shows the workspace
• If you’re a Practice account, check Practice → Clients for shared workspaces

I can’t see certain features

Features are controlled by two factors:

1. Plan add-ons — your subscription determines which features are available. Locked features show a plan upgrade prompt. The add-on modules are: DeFi Accounting, Advanced Assets, Compliance, Tax Return Generation, and Derivatives.

2. Workspace permissions — your role in the workspace determines what actions you can take. Check your permissions with the workspace owner or manager. CryptaCount has 42 granular permissions covering view, create, edit, delete, sync, post, export, and more.

Sync Failures

Wallet sync shows an error

1. Check the error message on the wallet card — it indicates what went wrong
2. Common causes:
   • Provider temporarily unavailable — the platform automatically retries. Wait a moment and retry.
   • Rate limited by provider — automatic retry handles transient rate limits. If persistent, wait a few minutes.
   • Unsupported chain — verify that CryptaCount supports this blockchain network
3. Re-trigger the sync from wallet settings — it resumes from the last processed block per category (Transactions and Token Transfers independently)

Sync request is stuck in Pending

If your plan requires approval for syncs:

1. Check if your sync request is pending at the request status indicator
2. Contact your workspace owner/manager or CryptaCount support to approve the request

CEX import is failing

• API connection: Check that the API key is valid, has read permissions, and isn’t expired
• CSV import: Verify the file matches the expected template (download templates from the CEX import page)
• Supported exchanges: Check the exchange list on the CEX import page — if your exchange isn’t listed, use the Generic CSV option and map columns manually

Balance Calculation Issues

Balance calculation shows unexpected results

1. Check sync completeness — both Transactions and Token Transfers must be fully synced for all wallets
2. Check cost basis method — the three-level hierarchy (workspace → asset class → individual asset) may apply a different method than expected. Verify at Settings → Workspace Accounting
3. Check for missing prices — run the price availability reconciliation check. Missing prices cause zero-value calculations.
4. Check opening balances — if you imported opening balances, verify the amounts and date are correct

Balance calculation is stuck or failed

• Check the balance status under Balances → Calculate — stuck calculations can be diagnosed via the “Diagnose” button
• The system automatically cleans up stuck calculations periodically
• You can retry a failed calculation from the balance details page
• For persistent issues, check if the workspace has a very large transaction volume — the calculation may need more time

Reconciliation Mismatches

Reconciliation shows differences

Run the full workspace reconciliation from Reconciliation in the sidebar and review each check:

• Unmapped addresses → assign GL accounts to the flagged addresses under GL Accounts
• Transaction count mismatch → some transactions may not have synced. Re-trigger wallet sync.
• Opening-closing continuity failure → ensure accounting periods don’t have gaps. Check under Accounting → Periods
• Internal transfer mismatch → use the transfer matching tool to pair internal transfers between wallets
• Fee mismatch → gas fees may be recorded differently depending on classification. Check fee transactions.
• Missing prices → backfill prices under Crypto Prices or request a price fetch
• CEX matching issues → use the CEX transfer matching tool
• Double-entry imbalance → check for unbalanced manual journal entries
• Ledger integrity failure → this indicates the journal hash chain has a break. Contact support.

Journal Issues

Journal entries look incorrect

1. Check transaction classification — is the type correct? Misclassified transactions produce incorrect journals.
2. Check cost basis method — the three-level hierarchy may apply an unexpected method.
3. Check price — does the fair market value at transaction time look correct? View under Crypto Price History.
4. Reclassify the transaction or adjust settings — journals recalculate automatically.

Journals haven’t been generated

Financial reports require journal entries. If reports show zero data:

1. Go to Accounting → Generate Journals and start journal generation
2. Monitor progress — the process converts transactions into journal entries
3. Once complete, financial reports will show data

Performance Issues

The platform is slow

• Large workspaces with thousands of transactions take longer to load. Use filters to narrow displayed data.
• During active sync, background processing may impact responsiveness.
• Report generation for large datasets shows a progress indicator — wait for completion.

Export is taking too long

Exports for large workspaces run in the background. Track export status under Exports. Download when the status shows complete.

Browser Compatibility

CryptaCount is tested on the latest versions of:

• Google Chrome
• Mozilla Firefox
• Safari
• Microsoft Edge

Dark mode is supported. If the theme looks broken, switch themes at Settings → Appearance, then switch back. If the issue persists, clear your browser’s local data for cryptacount.com.

Getting Help

If your issue isn’t covered here:

1. Browse the Knowledge Base for topic-specific articles
2. Check the User Manual for feature documentation
3. Contact support through the platform