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FAQ & troubleshooting

Answers to the questions that come up most often. If you don't find what you need, see Support.

My tagged balance isn't showing up in CloseCore​

Check the tagging rules:

  • The #cc-[account number] anchor must be to the right of the numerical balance cell.
  • The workpaper must be in the same folder as the reconciliation.
  • After editing, click Refresh in the Documents table (CloseCore otherwise syncs on your configured schedule, with available frequency depending on your plan).
  • CloseCore syncs only one level of folder nesting. Make sure the file isn't buried too deep (see Syncing).

My documents or folders aren't syncing​

  • Confirm the file is saved in the correct recurring folder in your cloud storage.
  • Don't rename or delete the CloseCore folders directly in your cloud storage. Doing so breaks the sync (see Managing integrations).
  • Use Refresh to sync a folder immediately.

I can't sign off on a reconciliation​

To sign off, the difference between the ERP balance and your workpaper balance must be at or below the reconciliation's materiality threshold, and both balances must be present. Check the two balances, fix the workpaper (or the tag), or adjust the threshold. See Reconciliations and Signing off.

The Add-in for Excel says "document not found"​

The document may not be synced yet. Refresh the parent folder of that document in CloseCore, then try again. See Add-in for Excel troubleshooting.

A new GL account isn't in CloseCore​

Use the Completeness button on the Reconciliations page to find accounts that don't have a reconciliation configured yet, then add them. New accounts and balances also appear on the next scheduled sync, or use Refresh.

Can I store PDFs and other files?​

Yes, you can keep any file in your folders. But CloseCore's automated features (reading balances, tying out reconciliations, and sign-off from the balance) rely on Excel or Google Sheets workpapers with #cc- tags. Use PDFs as supporting attachments. See Documents.

Where do quarterly or annual tasks appear?​

Non-monthly tasks appear only in the specific period they're assigned to. Check the folder for that period, or ask your administrator to download the current template configuration. See Checklist items.

How do I open a prior or future period?​

By default, CloseCore keeps the current month and the closing month open. If you need additional periods opened, contact your account manager or CloseCore support.

Two subsidiaries share the same folders: how do I tag balances?​

Add the subsidiary number as a suffix, e.g. #cc-1040-1. The separator isn't always a hyphen (some ERPs use a different delimiter such as :), so hover over the hash (#) icon next to the account in the reconciliation to see the exact tag to use. Click the icon to copy it. This icon appears only when multiple active subsidiaries share the same workflow instance. See Tagging for multiple subsidiaries.

How often does CloseCore sync?​

On a schedule you configure for documents, folders, chart of accounts, and balances. Available sync frequency depends on your plan. You can always trigger a manual Refresh. See Syncing.