Top Customer Questions¶
Last reviewed: 2026-04-01
Account & Access¶
Q: "I can't log in to my account."
Check: (1) Correct email address, (2) Correct password — try "Forgot password?" to reset, (3) Check if 2FA is enabled and use the authenticator app. If still blocked, escalate to Tier 2.
Q: "How do I switch between businesses?"
Click the business name in the top-left header. A dropdown shows all businesses you have access to. Select the one you want. If a business is missing, the owner may need to re-invite you.
Q: "How do I invite my accountant?"
Go to Settings → Team Members → Invite Team Member. Enter their email and assign the "Accountant" role. They'll receive an email invitation.
Invoicing & Payments¶
Q: "How do I send an invoice to a customer?"
Go to Transactions → Invoices → Create Invoice. Fill in the customer, items, and amounts. Click Save, then use the Share/Send button to email it. If you've configured a payment gateway, a "Pay Now" link is included automatically.
Q: "My customer paid but the invoice still shows unpaid."
If payment was made outside Finora (bank transfer, cash), you need to manually record a receipt against the invoice. Go to Receipts → Create Receipt and link it to the invoice. If payment was via Paystack/Squad, check the webhook configuration in Settings → Payment Gateways.
Q: "How do I void an invoice?"
Open the invoice and click Void. This creates a reversal journal entry to undo the GL impact. Voided invoices cannot be un-voided — if you need to re-issue, create a new invoice.
Tax¶
Q: "I'm a small company. Why do I still owe PAYE?"
Small company exemptions (NTA 2025 §56) cover CIT, CGT, and Development Levy only. PAYE is a personal income tax on employees — you are the collection agent. Every employer must withhold and remit PAYE regardless of company size.
Q: "My Tax Compliance Dashboard says VAT NOT REQUIRED. Is that correct?"
If your annual turnover is under ₦100M, you are not required to register for VAT (NTAA 2025 §147). "VAT NOT REQUIRED" is correct. If your turnover exceeds ₦100M, you must register and file monthly.
Q: "How do I file my tax returns?"
Two options: (1) Self-file — generate returns in Finora (VAT Returns, WHT Returns, PAYE Returns) and upload to TaxPro-Max or SIRS portal, or (2) Use Filing Services — Finora's team handles everything for a fee.
Financial Reports¶
Q: "My Balance Sheet doesn't balance."
Click the "Investigate Imbalance" button on the Balance Sheet page. Common causes: incomplete journal entries, orphaned COA accounts, or mid-period GL inconsistencies. Escalate to Tier 2 if the imbalance persists after investigation.
Q: "The P&L shows 'Infinity%' in the change column."
This is a known display bug when revenue is ₦0 — dividing by zero produces Infinity%. The underlying data is correct. Ignore the percentage and focus on the absolute amounts.
Bank & Payments¶
Q: "When will automatic bank syncing be available?"
The Connect Bank Account feature (via Mono) is marked "Coming Soon." No confirmed date. Use Upload Statement to manually import transactions from CSV, Excel, or PDF.
Q: "Which banks support PDF statement upload?"
GTBank, Providus, and Zenith have built-in PDF parsing. Other banks should export CSV or Excel from their online portal.