FAQ and Troubleshooting

Answers to common questions and solutions for issues you may encounter in Levelup.

This page covers frequently asked questions and common issues organized by category. If you cannot find an answer here, contact Levelup support.

Integrations

Q: My QuickBooks Online or Xero sync failed. What should I do?

A: Sync failures are usually caused by one of these issues:

Expired or revoked authorization -- Your accounting software connection may have expired. Go to the Integrations page and check if the connection shows an error. If so, disconnect and reconnect the integration.
Accounting software downtime -- QuickBooks Online and Xero occasionally have service outages. Wait 15-30 minutes and try again.
Rate limiting -- If you have many companies syncing at the same time, the accounting provider may throttle requests. Syncs will automatically retry with a backoff period.

To manually trigger a new sync, go to the company's integration settings and select the sync option.

Q: How do I reconnect an expired integration?

A: When an integration token expires, you will see a notification on the Integrations page. To reconnect:

Navigate to the Integrations page from the sidebar.
Find the company with the expired connection.
Click on the company to open integration details.
Select the option to reconnect, which will redirect you to the accounting provider's login page.
Grant Levelup permission to access the data again.

After reconnecting, a sync will start automatically to pull the latest data.

Q: How often does Levelup sync data from my accounting software?

A: Levelup runs automatic background syncs on a regular schedule. You can also trigger a manual sync at any time from the integration settings for a specific company. Each sync pulls the latest income statement, balance sheet, and chart of accounts data.

Q: I connected the wrong company from my accounting software. How do I fix this?

A: You can disconnect the integration from the Integrations page and then reconnect, selecting the correct company during the import step. Disconnecting the integration does not delete the company record in Levelup, but it will stop data syncing until a new connection is established.

Q: Can I connect both QuickBooks Online and Xero to the same organization?

A: Yes. Your organization can have integrations with both QuickBooks Online and Xero. Each company is linked to one accounting software at a time, but different companies within the same organization can use different providers.

Data and Financial Statements

Q: Why are some months missing data on my financial charts?

A: Missing data typically occurs when:

The accounting software does not have transactions recorded for those months.
The integration was connected after the start of the date range, so historical data may not have been fully synced.
The sync is still in progress. Check the integration status to see if a sync is running.

Q: My KPI values look incorrect. What could be wrong?

A: KPI calculations depend on the chart of accounts normalization. If an account is mapped to the wrong standardized category, the KPI formulas will use incorrect input data. To fix this:

Go to the company's Chart of Accounts page.
Review the AI-assigned normalizations for each account.
If any mapping is incorrect, manually override it by selecting the correct standardized account category.
After updating mappings, Levelup will automatically remap the data and recalculate KPIs.

See Chart of Accounts Mapping for detailed instructions.

Q: Why does my balance sheet not balance in Levelup?

A: Levelup displays the data exactly as received from your accounting software. If the balance sheet does not balance, check:

Whether the data balances in the source accounting software (QuickBooks or Xero).
Whether there are accounts that were not properly normalized. Unmapped or incorrectly mapped accounts may cause categories to appear incomplete.

Q: What date range do KPIs use by default?

A: Most KPIs default to the last 12 complete months, excluding the current incomplete month. Some KPIs (such as Return on Assets and Return on Equity) use trailing twelve-month (TTM) calculations. You can adjust the date range using the date picker on any KPI chart.

Q: Why are my financial numbers different from what I see in QuickBooks or Xero?

A: Small differences can occur because:

Levelup uses the standardized chart of accounts, which may group accounts differently than your original accounting software.
Date rounding differences -- Levelup uses UTC dates, which may cause transactions near month boundaries to fall in a different period than expected in your local timezone.
Recent transactions may not have synced yet. Trigger a manual sync to pull the latest data.

Q: What does "AI Normalization" mean, and can I change it?

A: AI Normalization is how Levelup automatically maps your company's accounts to standardized categories. For example, an account named "Office Supplies" might be mapped to the "General & Administrative" expense category. If the AI mapping is incorrect, you can manually override it on the Chart of Accounts page. Your manual overrides always take priority over AI suggestions.

Access and Permissions

A: Share tokens have an expiration date set by the person who sent the invitation. If your token has expired, ask the person who shared the company to send a new invitation. They can do this from the Sharing page by resending the invitation.

Q: I am a Member of an organization but I cannot see any companies. Why?

A: Members only see companies that have been explicitly assigned to them by an Owner or Admin. If you need access to a company, ask your organization's Owner or Admin to assign it to you through the Member Access settings.

For more details on how roles work, see Roles and Permissions.

Q: I get "Permission denied" when trying to edit a company. What is wrong?

A: This can happen for several reasons:

You are a Member -- Members have read-only access and cannot edit company data. Contact your organization's Owner or Admin.
The company is shared with read-only access -- Even if you are an Owner or Admin, shared companies may be restricted to read-only. The original owner of the company controls the share access level.
Organization context mismatch -- Make sure you have the correct organization selected in the sidebar if you belong to multiple organizations.

Q: Can a Member edit financial data or change account mappings?

A: Members have read-only access for company data and account mappings. Owners and Admins manage sharing settings (create, revoke, and update share access), while recipients (including Members) can accept or decline invitations sent to their email.

Q: I belong to multiple organizations. How do I switch between them?

A: Use the organization switcher in the sidebar to change your active organization. Your permissions, visible companies, and available features are determined by your role in the currently active organization.

Q: I shared a company but the recipient says they cannot see it. What happened?

A: Check the following:

Pending acceptance -- The recipient may not have accepted the share yet. Check the Sharing page to see the status of your outgoing shares.
Email invitation not received -- If you shared via email, the invitation may have gone to spam. Ask the recipient to check their spam folder or resend the invitation.
Wrong organization -- The recipient may have accepted the share into a different organization than expected. They should check their organization list.
Member access -- If the recipient is a Member (not Owner/Admin) in their organization, someone in that organization needs to assign the shared company to them.

A: Yes. A company can be shared with multiple organizations simultaneously. Each share is independent and can have different access levels (read or write) and expiration settings.

A: When you revoke a share, the recipient organization immediately loses access to the company's financial data. The company will no longer appear in their portfolio. This action cannot be undone -- if you want to restore access, you will need to create a new share.

Billing and Subscription

Q: How is my subscription priced?

A: Levelup pricing is based on the number of companies in your organization. As you add or remove companies, your subscription adjusts accordingly. Visit the Billing page in your organization settings for current pricing details.

Q: What happens if I add more companies than my current plan allows?

A: Your subscription automatically adjusts when companies are added. The billing change is prorated, meaning you only pay for the remaining portion of the current billing period for the new companies.

Q: Can I downgrade my plan?

A: Yes. You can change your subscription from the Billing page. Downgrades take effect at the end of the current billing period. If you have more companies than the lower tier allows, you may need to remove companies first.

Q: Where can I view my billing history and invoices?

A: Go to your organization's Billing settings. The billing history section shows all past invoices and payments. You can also access the billing portal for detailed invoice downloads.

Q: Who can manage billing?

A: Only Owners and Admins can view and manage billing settings. Members do not have access to billing information.

General

Q: What accounting software does Levelup support?

A: Levelup currently supports QuickBooks Online and Xero. Both integrations use OAuth for secure authorization and do not require you to share your accounting credentials.

Q: Is my financial data secure?

A: Yes. Levelup uses industry-standard security practices including encrypted connections (TLS), OAuth authorization for accounting integrations (your credentials are never stored), and role-based access control. Financial data is isolated by organization, and cross-organization data access is prevented by the permission system.

Q: Can I export my data from Levelup?

A: Yes. Financial data and portfolio views can be exported. See Exporting Portfolio Data for available export options.

Q: What happens to my data if I delete a company?

A: Deleting a company is a permanent action. All associated financial data, KPI calculations, integration connections, and sharing records for that company are removed. This action cannot be undone.

Q: What browsers does Levelup support?

A: Levelup supports modern browsers including Google Chrome, Mozilla Firefox, Microsoft Edge, and Apple Safari. For the best experience, use the latest version of your browser.

Financial Terms