> For the complete documentation index, see [llms.txt](https://docs.morevy.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.morevy.ai/docs/reference/troubleshooting.md). # Troubleshooting ## The close will not run > Morevy refuses and says it does not know which rows count as recurring revenue. This is the deliberate refusal, not a bug. Answer the second of [the three questions](/docs/getting-started/the-three-questions.md) and it will run. It is worth answering carefully rather than accepting the default. Ticking everything makes the close run, and quietly counts retail and trials as recurring revenue. ## The recurring revenue close refuses > Morevy says too much revenue sits in plans whose length it cannot determine. Some plan names say how long they last, such as "90 Day Pass". Others say nothing, such as "Membership". If a material share of your money is in the second kind, Morevy will not spread it, because spreading requires knowing across how many months. Two ways out: run on the cash basis instead, which needs no durations, or rename the plans in your billing system so future exports carry the term. ## The date range looks wrong > Morevy reports fewer months than you expected. The export was almost certainly filtered. Most billing systems default to the last 30 or 90 days. Pull it again with no date filter. ## The figures changed since last time That is expected if anything changed, and Morevy tells you what. Under a recomputed close you get a comparison against the previous run: which components moved, by how much, and which input differed. If money moved and **nothing** about the source, mapping or settings changed, Morevy says so explicitly. That is not normal and it is worth reporting. ## Retention shows as unavailable You are on the cash basis. The ratios are only defined on the recurring revenue basis, and Morevy withholds rather than approximates. [Full explanation](/docs/how-the-numbers-work/retention-and-churn.md). ## The rows do not add to the total Usually rounding. Money is shown to the dollar, so a column of rounded rows can land a dollar or two off a rounded total. Morevy notes this under the table when it happens. If the gap is larger than a couple of dollars, that is a real difference, and the reconciliation panel will have flagged it. ## A customer is in the wrong leg Most often the customer identifier changed between periods. A renamed account, a new email, or a subscription rebuilt in your billing system all look like one person leaving and a different one joining. Ask who is in New and who is in Lost for that month and compare. The same person on both lists is the signature. ## Refunds look wrong Refunds reduce revenue in the month Morevy is told to apply them to, which is a decision you may have been asked about. If a refund is landing in a month you did not expect, check the decision history in the work panel. ## Something else If a figure looks wrong and none of the above explains it, open the audit trail under it. It shows the steps that produced it and the answers that were in force. That is usually enough to see where your expectation and the file diverge. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.morevy.ai/docs/reference/troubleshooting.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.