FAQ & troubleshooting

Account & login

I asked for a reset link, but no email came.

• Wait a few minutes and look in the spam or promotions folder. The subject is “Reset your SiteCash password”.
• Check the email address. SiteCash sends the link only to the email you log in with, and only if that login exists and is active. For safety the page shows the same message either way.
• Only 3 reset emails are sent per account per hour. Asking again and again does not help; wait, then try once more.
• Still nothing? Ask your owner or admin to set a new password for you in Users & Access (open your name, type a New password, Set new password). An admin can do this for accountants and site users; only an owner can do it for an owner or admin. If your login is also used in another company, only you can change your password.

The link itself works once, for 1 hour. More in Getting started.

It says “Too many attempts. Wait 15 minutes or reset your password.”

There were 5 wrong passwords for your email in the last 15 minutes (or very many wrong passwords from the same office network). SiteCash pauses logging in to stop password guessing. Wait 15 minutes, or reset your password with the email link: that lifts the pause at once.

Why was I logged out?

You stay logged in on a device for up to 7 days. You are also logged out everywhere else when your password is changed or reset (by you on another device, or by your admin). If you then see “Your account is not linked to any company”, you have been removed from the company; ask the owner or admin.

I work for two builders. Do I need two logins?

No. Keep one email and password. The second company’s owner or admin adds your email in Users & Access. A company list with a Switch button then appears in the header. Each company’s data stays separate. See Switching company.

Entries & balances

The balance is negative. What does “Owed to site in-charge” mean?

A site’s balance is: opening balance + cash received − cash paid. A negative balance (shown in red) means more was spent than the site received, so the in-charge, for example Kiran Patel, has paid the difference from his own pocket. The company owes him that money. The dashboard adds these up under Owed to site in-charge, and the site card shows Owes in-charge.

To fix it: send cash to the site (a cash request, then a Cash received entry). If cash was actually received, check that the “Cash received” entry was not forgotten.

Why can’t I edit this entry?

The voucher page tells you why, in a blue box:

Two changes are never possible, even for the owner: changing an expense into “Cash received” (cancel it and make a new one), and moving the date into another financial year. More in Entries & bill photos.

What does “Cancel voucher” do? Can I delete an entry?

Entries are never deleted, so the voucher numbers stay complete for audit. Instead you cancel:

1. Open the voucher. Under Cancel this voucher, type the reason (for example “Entered twice”).
2. Click Cancel voucher and confirm.

The voucher keeps its number and stays in the cash book, marked Cancelled, and its amount no longer counts in the balance. If it paid a vendor bill, that payment is taken off the bill. If it was cash received against a cash request, it no longer counts towards that request. Cancelling cannot be undone, and is not possible once the entry is in Tally. Site users can cancel only entries they made themselves, within the edit window.

How are voucher numbers made? Why did they start again at 0001?

A voucher number like SH/26-27/0042 means: site code SH (Sunrise Heights), financial year 2026-27 (1 April 2026 to 31 March 2027), and the 42nd voucher of that site in that year. Each site has its own series, and it starts again at 0001 on 1 April. Numbers are given in the order entries are saved, so a back-dated entry gets the next free number. Once a site has vouchers, its code cannot be changed. See Printing vouchers.

Why are dates shown like 05-Sep-26?

SiteCash shows dates as day-month-year with the month in letters: 05-Sep-26 is 5 September 2026. This is the same style as the old Excel cash book, and nobody can mix up 05/09 and 09/05. When you type a date in a form, your phone or computer shows its own calendar.

It says “Entry date cannot be in the future” or “Site users can only enter dates from … onwards”.

No entry can have a date after today. Site users also cannot back-date further than the edit window (7 days unless the owner changed it in Company Settings). The message shows the earliest date allowed, for example “Site users can only enter dates from 20-Sep-26 onwards. Ask your accountant for older entries.” When a site user edits or corrects an entry they made, it may keep its saved date, even an older one; it just cannot be moved earlier than that date. For older bills, ask the accountant to make the entry.

I imported the Excel file and now entries appear twice.

Import skips rows that are already in the site's cash book with the same date, type, amount and particulars, so importing the same file again does not double them. Check only (dry run) tells you in advance, for example “3 rows are already in this site's cash book (same date, type, amount and particulars) and will be skipped.” You can still get doubles when:

• the same payment was entered by hand with a different date, amount or wording (only exact matches are skipped);
• the Excel file itself has the row twice: both rows are imported, because they can be two real payments.

Before importing into a site that already has entries, run Check only and compare the Rows and Period with the cash book. If duplicates were already imported, cancel the extra vouchers (see Cancel voucher). Import is done by owners, admins and accountants; see Reports & Excel.

Approvals & photos

My entry says “Waiting for approval”. Does it count in the balance?

Yes. The cash is already spent, so the entry counts in the balance straight away. When Site user entries need approval is on in Company Settings (it is on for new companies), entries made by site users wait in Approvals until an owner, admin or accountant approves them. Only approved entries go to Tally. See Approvals.

My entry was sent back. What now?

The note from the accountant shows on your dashboard under Sent back to you: please correct these (it lists only entries you made), in the alert, and on the voucher page. Click Correct, fix what the note says and save. The entry goes back to Waiting for approval. You can correct a sent-back entry even after the edit window, and it may keep its own date even if that date is older than the back-dating limit. If saving shows “Site users can only enter dates from … onwards”, the date was changed to one before the limit: put back the saved date or choose one from the date shown.

My photo is too large, or I cannot add more photos.

• Each file can be up to 5 MB, and one entry can have up to 5 files. Files added together must be 10 MB or less.
• Photos (from Take photo or Attach file) are made smaller automatically before upload, so they are almost always fine. PDFs are not made smaller: a scanned PDF can be too big. Scan it at a lower quality, or take a photo of the bill instead.
• Accepted: photos (JPG, PNG, WEBP, HEIC) and PDF.
• Already 5 files? Delete one on the voucher page to add another (possible while the entry is not locked).

You can add bill photos later from the voucher page, even after approval or Tally export (not on cancelled vouchers). See Entries & bill photos.

It says “Attach a bill photo: it is required for expenses above ₹500.”

Your company set Bill photo required above (₹) in Company Settings. Expenses above that amount cannot be saved without a bill photo or PDF. Take a photo of the bill (or of a signed slip when there is no bill) and save again.

Tally

The Tally connector shows “Offline”.

The connector counts as Online when it has reported to SiteCash in the last 3 minutes. Offline with “last seen …” means the Tally PC is switched off, not logged in to the same Windows user where the connector was set up, or has no internet. “never connected” means the connector was added but not yet set up on the Tally PC. On a plan without the connector (Starter), it always shows Offline and nothing is sent to Tally automatically: the connector card says so, and you import the vouchers XML by hand instead (see Which plans include the connector).

Nothing is lost while it is offline: new exports show Queued with “Waiting for the connector to come online.” and are sent when it is back. If Tally is shown as not reachable, the connector is running but Tally is closed, or Tally’s connectivity setting is off (Help → Settings → Connectivity, port 9000).

It says “… is not open in Tally on this PC, so imports will fail.”

The connector sees which companies are open in Tally, and the company name in SiteCash does not match any of them. Open (load) that company in Tally, or ask the owner or admin to correct Company name in Tally in Company Settings exactly as it appears at the top of Tally. Then click Retry on the failed export. See Tally export & connector.

I need to change an entry that is already in Tally.

Entries sent to Tally are locked for everyone. The owner or an admin can open Tally Export and click Undo export on that export in Export history. This unlocks all its entries so they can be corrected and exported again. It does not remove anything from Tally: delete those vouchers in Tally first, or they will be there twice.

An export marked Partly imported is never sent again automatically, for the same reason.

Billing & plans

Why can’t I add a site?

Each plan includes a number of active sites. When the limit is reached you see “Your … plan includes 3 active sites. Upgrade your plan (Billing) or close a finished site to add another.” Closed sites do not count: open the finished site’s settings and untick Active; its cash book and reports stay available. Reopening a closed site counts again. Only the owner or an admin can add sites. See Plan & billing.

What is “View-only mode”?

A red bar “View-only mode.” means the free trial (14 days) or the paid plan has ended, or the account was suspended. Everything you entered is safe. You can still open and print everything, download Excel files and earlier Tally files, choose and pay for a plan, and use My Account and Alerts. But every change to company data waits: entries and bill photos, approvals, cash requests, vendor bills, categories, cost codes and vendors, Company Settings and site settings, sites and users, Excel import, Tally exports and Send to Tally. Such buttons show the view-only reason or take you to Plan & Billing. The owner or an admin clicks Choose a plan and pays; work continues at once. See View-only mode. After a failed renewal payment you get 7 days of warning (a yellow bar) before this happens.

Why can’t I add another user?

The plan limits how many people have a login in the company, the owner included. The message says “Your … plan includes 5 users.” Remove people who have left (Remove from company on their user page) or move to a bigger plan. An admin can add only accountants and site users; only the owner adds owners and admins. See Users, access & settings.

Data & safety

Where is my data kept? Can other companies see it?

Your entries, vouchers and bill photos are kept on the SiteCash servers, not on your phone; the phone only shows them. That is why the office sees an entry the moment the site saves it, and nothing is lost when a phone breaks. Each company sees only its own data: every page, report, Excel file and Tally export contains only your company’s records, and site users see only the sites given to them.

Who can see bill photos?

Only people logged in to your company who are allowed to open that site. The photos are not public on the internet.

Who changed this entry?

Open the voucher and scroll to History. It lists who created, edited (and what changed), approved, sent back or cancelled it, and who added or removed bill photos, with date and time.

Can I keep my own copy?

Yes. Download the cash book and reports to Excel any time, even in view-only mode. See Reports & Excel.

Quick message finder

If you see one of these messages, here is what it means and what to do.

Did not find your answer? Each page of this manual ends with its own troubleshooting list, for example Getting started and Alerts & notifications.