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FinGrow

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Product Documentation · Northwind Software

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v2.0

FinGrow version

Version 2.0Version 1.8Archived — superseded by 2.0Version 2.1In authoring — not yet publishedAbout documentation versions

Common Problems

Level:IntermediateWritten for:Support and Key UsersTime to complete:3 minApplies to:Applies to 2.0 and later

Branch and field problems, with the causes and fixes that resolve almost all of them.

How to use this page

Section titled “How to use this page”

Find the symptom that matches what you are seeing, then work through the fix in order. If the problem persists, the last step of each section tells you what to include when you contact support — sending that information first time round saves a day of back-and-forth.

Problems and fixes

Section titled “Problems and fixes”
The mobile app will not sync

Work through these in order:

  1. Check the agent’s device has a working data connection.
  2. Confirm the agent’s account is Active and still assigned to the route.
  3. Have the agent sign out and back in — a stale token is the commonest cause.
  4. Check whether the collection sheet was already reconciled at the branch; a reconciled sheet will not accept further entries.

Collections recorded offline are held on the device and sync when a connection returns. They are not lost.

Cash in hand does not match the posted collections

Find the difference, do not adjust it away.

  1. Re-count the cash.
  2. Print the collection listing for the day and tick each receipt against the cash.
  3. Check for a receipt entered twice, or an amount transposed.
  4. Check whether a cheque was counted as cash.

If it still does not balance, record the difference as a shortage or excess against the person responsible. The day cannot be closed otherwise, by design.

A member says they paid but the loan shows overdue

Open the member ledger and search the date they say they paid. Most often the collection was posted to a different loan of the same member, or it is still sitting in an unreconciled agent sheet. The agent collection screen shows unreconciled sheets by agent and date.

The repayment schedule looks wrong

Check the scheme’s interest method first — flat and reducing balance produce very different instalments for the same rate. If the method is right, check the disbursement date against the first due date. The schedule itself is fixed at disbursement and cannot be edited; a genuinely wrong schedule needs the loan closed and re-disbursed.

A loan will not accept a repayment

Either the loan is already closed, or the repayment date falls in a closed accounting period, or the amount exceeds the full settlement figure. The message at the top of the screen says which.

Interest is not accruing on a deposit

Check that the deposit account status is Active and that the scheme has an interest rate configured for the current period. Deposits past maturity accrue at the overdue rate, which may be zero depending on your configuration.

Before you contact support

Section titled “Before you contact support”

Information to gather

Section titled “Related documentation”