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 can connect to bank and credit-card accounts through Plaid for automatic transaction intake. Plaid is optional and is a paid add-on per linked account. Clients who do not use Plaid can still be fully onboarded by uploading statements through the transaction processor.

Can I migrate a client from QuickBooks?

Yes. If a client uses QuickBooks Online, guided setup walks you through the connection and Kraal syncs accounts, customers, vendors, items, invoices, bills, and payments into ERPNext. You can run both systems in parallel during 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 and follow the guided setup checklist. Kraal provisions ERPNext automatically, confirms chart of accounts readiness, asks whether QuickBooks migration is needed, lets you choose statement upload or optional Plaid for banking intake, and verifies launch readiness before the client is treated as ready.

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:

• Open guided setup or the banking step for that client.
• If Kraal can repair the feed or retry a sync, it will do so automatically.
• If the bank requires consent again, Kraal will show a reconnect prompt.
• If the client does not want Plaid, upload statements instead and continue onboarding.

If unresolved: contact support from the readiness message. Do not disconnect working feeds as a first troubleshooting step.

4) QuickBooks sync errors

If the QuickBooks sync fails or shows errors:

• Open the client's guided setup or QuickBooks step.
• Kraal checks token health, company identity, first-sync status, and baseline data.
• If the issue is recoverable, Kraal retries or requeues the sync automatically.
• If QuickBooks requires a user action, Kraal shows a reconnect or permission prompt.

If unresolved: contact support from the readiness message so Kraal technical staff can inspect the sync context.

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:

• Open guided setup for the client and refresh readiness.
• Kraal checks the ERPNext connection and chart of accounts status automatically.
• If the issue persists, contact support from the readiness message.

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.