FAQ & Troubleshooting

Common Questions

How do I reset my password?

Click the "Forgot Password" link on the login page and enter your registered email address. You will receive a password-reset email within a few minutes. Follow the link in the email to set a new password. If the email does not arrive, check your spam folder or ask your administrator to verify your account.

Can I delete a client that has projects linked to it?

You may need to unlink or delete associated records first. Remove or reassign any projects, invoices, or proposals tied to the client, then try the deletion again. This keeps connected records and financial data consistent.

How do I change the currency on an existing invoice?

Open the invoice, click the edit action, and change the currency field to the desired ISO 4217 code. Each record stores its own currency independently, so changing one invoice does not affect any other records. The available currencies are configured by your administrator under Settings > Preferences.

Why can't I see certain menu items or buttons?

Visibility of menu items, buttons, and actions is controlled by your user role's access settings. If an item is missing, your role likely does not have the required permission. Contact your administrator and ask them to review your role under Settings > Roles.

How many users can I add?

There is no built-in user limit. Add as many team members as your organization needs. Each user is assigned a role that determines what they can view and modify across the platform.

Can I export my data?

Yes. A full data export is available from the Settings page. Invoice PDFs can be exported individually using the "Invoice PDF" action inside the invoice drawer. For employee payment records, use the dedicated PDF export option in the employee payments section.

How do recurring invoices work?

Mark a project as recurring and set a billing interval (monthly, quarterly, etc.). The system computes all upcoming invoice periods, including any overdue ones. You then review each period in the Upcoming Invoices panel and choose to approve it (which creates the invoice) or skip it (which advances the schedule without creating an invoice). This is a user-driven approval workflow - invoices are never generated automatically without your action.

Can I convert a proposal back from a project?

No, the conversion from proposal to project is one-way. Once a proposal is converted, it is automatically marked as approved and a new project is created with the proposal's values pre-filled. The original proposal remains linked to the project for reference, so you can always trace back to the original terms.

How do I track which referral brought in a client?

When creating or editing a client, use the Client Reference field to link them to a Referral record. Once linked, you can open any referral and use the "View Clients" action to see all clients that came through that referral source.

Why can't I change a referral partner's commission currency?

Once any commission row exists for that partner (auto-generated or manual), the commission currency is locked. This protects the partner's historical cap accounting so totals stay consistent across existing rows. If you need to change it, you would have to remove every commission row for that partner first, which is rarely what you want. The field is editable only on partners that have no commission rows yet.

Is my data backed up?

Yes. Automated daily backups run to cloud storage with a 60-day retention policy. This means you can recover data from any point within the last two months. If you need to restore from a backup, contact your system administrator.

Troubleshooting

I got logged out unexpectedly

For security, Belvak may ask you to sign in again after inactivity or after account access changes. Simply log in again to continue. If you had an unsaved form open, review it before submitting.

Changes I made aren't showing in the table

Belvak may take a brief moment to refresh changes made by another user. Navigate away from the page and back, or wait a moment for the table to refresh.

File upload failed

Check the following:

• The file must be under 5 MB.
• Accepted formats: PDF, DOC, DOCX, JPG, JPEG, PNG, GIF, WEBP.
• If the field already has the maximum number of files, you will need to remove one first.

You can upload files by dragging them onto any open drawer (view or edit), clicking the "click to browse" link in the documents section, or using the upload field in the edit form.

Invoice PDF looks wrong or won't generate

Make sure the invoice has all required fields filled in, including client details, line items, and amounts. If the PDF still looks incorrect, try selecting a different invoice template under Settings > Invoice Templates. You can regenerate the PDF at any time using the "Invoice PDF" action in the invoice drawer.

I can't delete a record

There are a few things to check. First, verify that your role has delete permission for that record type. Second, check whether the record has related records (such as payments linked to an invoice) that need to be removed first. Third, for document and file deletions, the system uses a double-confirmation flow - make sure you confirm both prompts.

The AI assistant isn't responding

The built-in AI assistant has a rate limit of 10 requests per minute. If you have been sending messages rapidly, wait a moment before trying again. If the issue persists after waiting, the AI service may be temporarily unavailable. Availability issues are typically short-lived.

Table columns are missing

You may have toggled them off. Look for the column visibility icon near the table header - clicking it reveals a checklist of all available columns. Tick the ones you want to display. Column visibility preferences are saved per page, so adjusting one table does not affect others.

Employee payments aren't being generated

Automatic payment generation runs daily at 9 AM. For payments to be generated, the employee must have an active status and a salaried compensation type (Monthly Salary, Weekly, Bi-weekly, or Semi-monthly). Employees with a "Per-Work" compensation type are excluded from automatic generation. Also verify that the employee has a pay day configured.

A "new version available" popup appeared

If a new version of Belvak happens to roll out while you are signed in, a small notification appears in the bottom right corner saying "A new version is available." You have two options:

• Reload now loads the latest version immediately.
• Later dismisses the reminder and snoozes it for 5 minutes, after which it may reappear if you are still on an older version.

The popup only appears if a new version is released while you are signed in, so most users rarely see it. Reloading is safe and will not lose any unsaved work in other tabs, but any form you have open in the current tab should be submitted or closed first.

Error Messages

Below are common error messages you may encounter and what they mean.

Signed out

Log in again to continue. Any unsaved changes in open forms may be lost.

Permission denied

Your user role does not have access to the action you attempted. This could be a view, create, edit, or delete operation. Contact your administrator to review your role's permissions under Settings > Roles.

Record not found

The item you tried to access may have been deleted by another user, or the link may be outdated. Refresh the page or navigate back to the list to verify the record still exists.

Upload failed

The file you tried to upload either exceeded the file size limit or is in an unsupported format. Reduce the file size or convert it to a supported format and try again.

Rate limit exceeded

You have sent too many requests in a short period. This most commonly applies to the AI chatbot, which allows 10 requests per minute. Wait a moment and try your request again.

Validation error

One or more required fields are missing or contain invalid data. Check all steps of the form for highlighted fields. The form uses submit-time validation across all steps, so errors may appear on a step you have already passed through. Look for the red error indicators on the step pills at the top of the form.

Why did saving a payment fail with a "currency rate unavailable" message?

Saving the payment would have created a referral commission requiring conversion between two currencies, and Belvak could not get the exchange rate at that moment. The save is blocked rather than completed with an unconverted commission. Try again in a few moments. The issue is transient.