> ## Documentation Index
> Fetch the complete documentation index at: https://docs.myclerkbook.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> What to check when signing in fails, a figure looks stale, or a document will not read.

Three things go wrong often enough to have a page: signing in, figures that look
out of date, and reading a document. Start here, and if none of it fits,
[write to us](/support/contact-support).

## Check this first

<Columns cols={2}>
  <Card title="Is it us?" icon="signal" href="https://status.myclerkbook.com">
    `status.myclerkbook.com` carries uptime and incident history. If something
    is down, it is stated there before it is answered by email.
  </Card>

  <Card title="Reload the page" icon="rotate">
    Every screen is drawn from your records rather than from a live feed, so a
    reload always gets you the current figures.
  </Card>
</Columns>

## Signing in

**Check which method you used.** myClerkBook offers email and password, username
and password, and Google. Sign in with Apple and passkeys are specified and are
not offered on the sign-in page today, so if you are looking for either, they
are not missing, they are not there yet. The sign-in page is the authority on
what is live, not this list.

<Steps>
  <Step title="The password is not being accepted">
    Use **Forgot password** on the sign-in page. A reset code is emailed to you
    from `accounts@myclerkbook.com`. If it has not arrived in a few minutes,
    check the spam folder for that address specifically.
  </Step>

  <Step title="The account is locked">
    Repeated failed attempts lock an account, and you are emailed when that
    happens. Reset the password rather than trying again, or write to
    [help@myclerkbook.com](mailto:help@myclerkbook.com).
  </Step>

  <Step title="You were emailed about a sign-in from a new device">
    That is a notice, not a block. If it was you, nothing needs doing. If it was
    not, change your password immediately and tell us.
  </Step>

  <Step title="You signed in and landed on the plan page">
    That is correct behaviour, not a failure. A plan or the Premium trial is
    what opens the app, and the choice comes straight after sign-up rather than
    during it.
  </Step>
</Steps>

<Note>
  Signing in takes you to the book you used most recently, not to a list. If you
  expected a different book, use the book switcher rather than signing out and
  back in.
</Note>

## A figure looks stale

Screens update themselves while you have them open. When that live connection
drops, three things happen in order, and none of them silently leaves you
looking at old numbers.

1. It reconnects, waiting a little longer between each attempt, and **refetches
   when it comes back**, because a connection that was down missed things.
2. After repeated failures it falls back to checking every minute.
3. It **stops presenting itself as live**. A screen that has stopped updating
   says so, because visible staleness is honest and invisible staleness is not.

**Reload if you are unsure.** Every screen renders your current records from the
record itself, so a reload is always accurate whatever the live connection is
doing. If a figure is still wrong after a reload, that is a real discrepancy and
worth [telling us about](/support/contact-support).

<Warning>
  If the total on a screen looks wrong rather than merely old, do not correct it
  by hand. Send us the book name and what you expected, and leave the entries
  alone so the discrepancy is still there to look at.
</Warning>

## A document will not read

<Warning>
  **myClerkBook has no document upload, on any surface.** Nothing reads a
  receipt or a statement, so there is no parse to fail: every entry in the book
  is one you record yourself.

  If a page suggested otherwise, that page is the mistake, and we would like
  to know which one.
</Warning>

## Still stuck

<Card title="Next: contact support" icon="arrow-right" href="/support/contact-support">
  Where to write, what to include, and which address handles privacy and rights
  requests.
</Card>