FAQ & troubleshooting
Common messages
Section titled “Common messages”| You see | Why | What to do |
|---|---|---|
| “Your session has ended” | 12 hours passed (or 30 days with Keep me signed in), or you were signed out elsewhere | Sign in again |
| “Too many attempts” | Rate-limit protection | Wait one minute |
| Account locked | 5 wrong passwords or codes | Wait 15 minutes, or ask an admin to unlock you |
| “Security check failed” | The page was open too long or cookies were cleared | Reload the page |
| “Upgrade your plan” | You’ve reached a plan limit (users, companies, branches or storage) | Ask your owner — see Subscription |
| Workspace is read-only | Renewal payment is overdue | Your owner should contact us — see Renewal |
Questions
Section titled “Questions”I can’t see a menu my colleague has.
Section titled “I can’t see a menu my colleague has.”Menus follow your role. Ask your admin to check Settings → Roles & permissions, or to give you a one-off exception. See Users, roles & permissions.
I forgot the workspace name.
Section titled “I forgot the workspace name.”It’s your company’s short name, the one in your invitation email. Your admin can tell you.
I didn’t get the invitation or reset email.
Section titled “I didn’t get the invitation or reset email.”Check spam for mail from [email protected]. Invitations last 24 hours (owner invites 7 days) and reset links 60 minutes — ask for a new one if it expired.
I lost my phone with the authenticator app.
Section titled “I lost my phone with the authenticator app.”Use one of your recovery codes, or ask an admin to Reset 2-step under Settings → Security.
Can I use HashBook on my phone?
Section titled “Can I use HashBook on my phone?”Yes. HashBook works in any modern browser on a computer, tablet or phone. There’s nothing to install.
Can the HashBook team see our data?
Section titled “Can the HashBook team see our data?”No — only account information like your plan and user count. Your owner can grant time-limited support access when you want help. See Support access.
Are the tax and payroll rates correct for my business?
Section titled “Are the tax and payroll rates correct for my business?”They’re a careful starting point for India and the Gulf, but your CA should review them — see Payroll and Quotations.
How do I get my data out?
Section titled “How do I get my data out?”Every report downloads as Excel, PDF or CSV, and each person can download their own data from My account.
Is my personal cash book private?
Section titled “Is my personal cash book private?”Yes. Nobody else can open it — not your manager, HR or the Super Admin — unless you share it for a while.
Still stuck?
Section titled “Still stuck?”Email [email protected] — see Contact support.