FAQ & Troubleshooting

Frequently asked questions

What is Kraal?

Kraal is an AI-powered accounting platform for CPA firms and other accounting professionals. It sits on top of ERPNext, giving each client a dedicated accounting instance while you manage everything from one modern interface.

What accounting system does Kraal use?

Kraal uses ERPNext as its accounting engine. Each client gets a dedicated ERPNext instance that is automatically provisioned when you create the client in Kraal.

How do bank feeds work?

Kraal connects to bank accounts via Plaid. Once connected, bank transactions are imported automatically on a recurring schedule (approximately every 15 minutes). Transactions appear in the Banking view for review and reconciliation.

Can I migrate a client from QuickBooks?

Yes. Connect QuickBooks Online through the Integrations UI, and Kraal will sync accounts, customers, vendors, items, invoices, bills, and payments into ERPNext. You can run both systems in parallel during the transition or do a full cutover.

How does bank reconciliation work?

Open the Reconcile view, select a bank account and date range, and Kraal suggests matches using smart matching (amount, reference, and date scoring) plus AI-assisted matching for ambiguous transactions. Auto-rules handle common patterns like bank fees. Approve matches to link them to payment entries or journal entries.

What can the AI assistant do?

You can chat with the AI in any view to trigger syncs, check integration status, get help with reconciliation, create invoices and other documents, and get AI-powered explanations on reports.

Is Kraal a replacement for human accounting judgment?

No. Kraal accelerates work and supports decision-making, but critical financial outcomes should always be reviewed by a qualified professional.

Who should use the Command Center?

Operators, reviewers, and leads who need to launch, monitor, and validate AI-assisted tasks and workflow runs.

How should we onboard new clients?

Create the client in Settings > Clients (Kraal provisions ERPNext automatically), then connect data sources (Plaid for bank feeds, QuickBooks for migration), set up the chart of accounts, and configure a close template.

What integrations are available?

Currently: Plaid (bank feeds), QuickBooks Online (migration and parallel-run), and ERPNext (accounting engine). Shopify and Amazon integrations for ecommerce clients are planned.

Troubleshooting playbook

1) Cannot sign in or access expected workspace

Checks:

• Confirm account verification is complete.
• Confirm your role and organization context are correct.
• Confirm your client access assignment.

If unresolved: escalate to workspace admin.

2) Client provisioning issues

If a new client's ERPNext instance hasn't been set up:

• Allow a few minutes for provisioning to complete.
• Refresh the clients list.
• If the status remains incomplete, contact support with the client name.

3) Bank feed not syncing

If bank transactions aren't appearing:

• Verify the Plaid connection is active in Integrations.
• Check if the bank connection needs to be re-authenticated (banks may require periodic re-authorization).
• Confirm the correct accounts are selected for sync.
• Check the sync logs for error messages.

If unresolved: disconnect and reconnect the bank account, or contact support.

4) QuickBooks sync errors

If the QuickBooks sync fails or shows errors:

• Verify the QuickBooks connection is active in Integrations.
• Check the Logs tab for specific error messages.
• Ensure the QuickBooks account has the necessary permissions.
• For partial syncs, check the Mappings tab to see what successfully imported.

If unresolved: try disconnecting and reconnecting QuickBooks, or contact support.

5) Reconciliation issues

If reconciliation suggestions seem incorrect:

• Verify the bank account and date range are correct.
• Check that the relevant payment entries or journal entries exist in ERPNext.
• For unmatched transactions, try creating the corresponding entry manually, then re-run reconciliation.
• Use the AI assistant: "Help me reconcile the bank."

6) ERPNext connection problems

If ERPNext operations fail:

• Test the ERPNext connection in Settings > Clients.
• Verify the client's ERPNext instance is accessible.
• Contact support if connection tests fail persistently.

7) Task stuck in queued/running longer than expected

Checks:

• Open task detail and review the event timeline.
• Confirm input scope is valid.
• Retry with narrower or clearer instructions.

If repeated: capture the task context and escalate.

8) Close period issues

If a close period is stuck or steps won't progress:

• Check that prerequisite steps are completed (steps are dependency-gated).
• Verify bank reconciliation is finished for the period.
• Ensure all transactions for the period have been posted.
• Check that a close template is assigned to the client.

Recommended escalation template

Use this when filing support tickets:

• User:
• Org/client:
• Workflow/task:
• Time observed:
• What happened:
• Expected behavior:
• Screenshots/artifacts:
• Business impact:
• Urgency:

Support-ready evidence checklist

• [ ] Reproduction steps.
• [ ] Relevant task identifiers.
• [ ] Current status and timestamps.
• [ ] Screenshot(s) of error state.
• [ ] Any attempted remediation steps.