Frequently Asked Questions
78 questions a reader has actually asked, grouped by topic. Each answer is two or three sentences and a link to the page that owns the explanation.
Start here: five that explain the rest
- Where did this figure come from? Nothing on the screen says.
- I saved it and nothing happened.
- Why can’t I edit this? The field is greyed out.
- LHDN rejected it. Where do I find out why?
- Stock Availability shows 50 physical but 0 available. Where did it go?
By topic
Numbers that do not agree
- Where did this figure come from? Nothing on the screen says.
- How do I find out why a document did or did not post?
- The aging still shows an invoice I have already paid.
- Everything is matched to zero and the bank reconciliation still won’t tally.
- The Trial Balance doesn’t agree with the ledger, or comes back empty.
- The margin report and the profit and loss don’t agree.
- Two reports over the same period give different totals. Which is right?
- My opening balances are in but retained earnings looks wrong.
- The order still shows a quantity outstanding after I invoiced it all.
Stock figures and costing
- Stock Availability shows 50 physical but 0 available. Where did it go?
- Where do I turn on serial number or batch tracking for an item?
- How do I move stock between branches?
- The same serial number went out on two documents, or shows quantity 2.
- Why is the cost on my document different from what I paid for the item?
- I keyed a purchase dated last month and my earlier margins changed.
- My count and the stock report still disagree after a stock take.
- Which document actually takes stock out?
- Cannot final — not enough stock for bundle item. Which one ran out?
- The item we manufactured shows RM 0 cost, or its sales margin looks far too good.
Documents, drafts and posting
- I saved it and nothing happened.
- Why can’t I edit this? The field is greyed out.
- What actually happens when I press Finalise?
- I voided the document and the report still shows it.
- My printed invoice looks wrong, or will not print at all.
- Every sales invoice finalises, but none of them post, and the trace names a missing default GL code.
- I posted a journal to the wrong account. How do I correct it?
- A document has disappeared from a listing.
- Where does my document number come from, and can I change the format?
- The document is Final but it is not in the general ledger.
- A document shows as TEMP with no document number. Is it broken?
Selling, pricing and the till
- Can I invoice part of an order and leave the rest open?
- Do I have to raise a sales order before I can invoice?
- Cash bills are missing from my Z report.
- Where do I set which payment buttons the cashier sees?
- How do I take goods back — refund, credit note or exchange?
- Does a POS cash bill post to the ledger and move stock?
- The discount I took off the whole invoice — where does it actually go?
- How do I give members, retail and wholesale different prices for the same item?
- Does the till keep working when the internet goes down?
- Which price wins when an item is in more than one rule?
Money in and money out
- How do I get a customer’s payment onto the right invoice?
- I knocked off the payment and the outstanding balance hasn’t changed.
- How do I offset what a customer owes me against what I owe them?
- How do I reconcile a bank statement?
- How do I move money between two of my own bank accounts?
- Where do bank charges on a receipt go?
- Can I set a credit limit that actually stops an order?
E-Invoice and MyInvois
- LHDN rejected it. Where do I find out why?
- I finalised the invoice and nothing was submitted to LHDN.
- How do I set MyInvois up in the first place?
- What am I supposed to do between the 1st and the 7th?
- I submitted a wrong invoice and LHDN has already validated it. Can I cancel?
- Which LHDN guideline version does this wiki follow?
- Do I have to issue an e-invoice for every counter sale?
- The buyer on the e-invoice is not the customer I billed. Is that wrong?
- The customer has no TIN. What do I send?
- MyInvois shows Valid but BigLedger shows Invalid.
- A supplier sent us an e-invoice. What do we do with it?
Buying and receiving
- What is the difference between a goods received note and a purchase invoice?
- How does consignment stock work when I don’t own it until it sells?
- How do I buy in a foreign currency?
- Can BigLedger raise purchase orders when stock runs low?
- The supplier invoiced before delivering. Which document comes first?
- Can I receive goods without a purchase order?
Access, branches and companies
- My colleague can see it and I cannot.
- Can somebody view customers without being able to export the list?
- How should a group of companies actually be set up?
- How do people sign in, and can we use Google or single sign-on?
- I logged in and there are no applets at all.
- The company dropdown is empty when I create a document.
The platform, the API and other systems
- Can I load data in bulk — items, customers, opening balances?
- Can I get my data out?
- How do I connect another system to BigLedger?
- Is there an API, and what can it do?
- Can I run my own storefront?
- Which marketplaces does BigLedger synchronise with?
- An applet I read about is not on my launchpad. Why?
- Where is the EcomSync screen?
Not here?
A question appears here only when a page on this site answers it; a question asked often with no page behind it yet is recorded as a documentation gap rather than answered here. For a message on the screen, start at Troubleshooting; for a figure that disagrees, When two numbers don’t tally; for one screen, the applet reference.