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HIBR Troubleshooting

When something doesn't work as expected, start here. Common errors, sync failures, performance issues, data discrepancies, login problems, and recovery procedures — diagnosed with the exact steps to fix.

Updated May 2026 11 min read For: All HIBR subscribers Beta opens: October 2026
Before you start: Check status.hibr.ai first. If there's an active incident, the issue you're seeing is likely tracked there with an ETA. The status page is the fastest way to know whether the problem is on your side or ours.

Login & access issues

Common Can't log in — password rejected

Cause: Email typo, password mismatch, or account on a different workspace.
Fix:
  1. Paste the email exactly from your invite — common typos: extra space, wrong domain (.com vs .ae).
  2. Use Reset Password — email arrives within 60 seconds. Check spam if not.
  3. If you belong to multiple workspaces, the workspace switcher shows up on first login.

Recoverable Lost 2FA device / authenticator app

Cause: New phone, deleted authenticator app, or factory reset.
Fix:
  1. Use one of your 10 recovery codes from 2FA setup. Each code is single-use.
  2. If recovery codes are also lost: Owner can reset your 2FA from Settings → Users.
  3. If you are the Owner and have lost both: email support@hibr.ai. Identity verification (passport + Emirates ID + workspace ownership proof) is required before Owner 2FA reset. This protects against social-engineering attacks.

Recoverable "Insufficient permissions" error

Cause: Role missing a specific permission, scope filter active, or approval workflow triggered.
Fix:
  1. Owner/Admin: open Settings → Users → [your user] → Permissions to review your effective scope.
  2. Check whether the action triggers an approval workflow (high-value payments, journal entries above threshold) — the action is queued, not blocked.
  3. The audit log (Settings → Audit Log) captures the attempted action with the exact permission required.

Sync & integration failures

Common Bank-feed transactions stopped arriving

Cause: Bank's third-party access token expired (most UAE banks rotate every 90-180 days).
Fix:
  1. Log into your bank's corporate portal (Emirates NBD businessONLINE, ADCB ProCash, etc.).
  2. Re-enable third-party statement access for HIBR.
  3. In HIBR: Settings → Integrations → [your bank] → Reconnect.
  4. HIBR replays missing transactions automatically on reconnection — no data loss.

Recoverable Shopify/WooCommerce orders sync but don't create invoices

Cause: Missing GL mapping for revenue, tax code, or shipping line.
Fix:
  1. Settings → Integrations → [your store] → Mapping.
  2. Confirm a revenue account is mapped, plus a default tax code (5% Standard / Zero-rated for export).
  3. Orders waiting on a mapping appear in the "Holding queue" with a "needs mapping" badge.
  4. Once mapped, click "Reprocess held orders" — they create invoices retroactively.

Recoverable Stripe webhook signature mismatch

Cause: Stripe webhook secret rotated and HIBR's copy is stale.
Fix:
  1. Settings → Integrations → Stripe → Refresh webhook secret.
  2. HIBR auto-pulls the current secret from your Stripe account.
  3. Replay any failed webhook events from Stripe's dashboard.

Time-sensitive FTA VAT 201 submission rejected

Cause: TRN mismatch, period overlap, missing line item, or FTA service window.
Fix:
  1. The FTA error code is shown on the rejection notice. Common codes:
    • E0001 TRN mismatch — verify TRN at Settings → Tax.
    • E0014 Period overlap — check Tax → Filing History; this period is already filed.
    • E0027 Missing zero-tax transaction — re-run VAT 201 prep; HIBR's checker shows specific lines.
    • E0099 FTA service unavailable — wait 30 min and retry; usually a temporary FTA-side issue.
  2. Fix the underlying issue, then click Re-submit on the rejection notice.
  3. Pro tier: engineering acknowledges within 15 min during last 48h of filing window. Enterprise: 1h resolution target. Email support@hibr.ai with "FTA URGENT" in subject.

Recoverable WhatsApp template rejected by Meta

Cause: Meta's template review flagged the content category, variable placement, or wording.
Fix:
  1. Common rejection reasons: promotional language in a "Utility" template, unclear variable purpose, formatting issue.
  2. Edit the template inside HIBR — the template editor flags suspect patterns before submission.
  3. Resubmit. Meta's reviewer is occasionally inconsistent; if rejected twice with no clear reason, contact HIBR support to escalate through our BSP partner.

Performance issues

Common Page is loading slowly

Diagnostic order:
  1. Hard refresh (Ctrl/Cmd+Shift+R) to bypass browser cache.
  2. Check status.hibr.ai — if anything is degraded, the slowness is platform-side and we're working on it.
  3. Heavy reports? Full-year P&L on a 100,000+ transaction workspace can take 30-60 sec. Use date filters or scheduled exports for large pulls.
  4. Network: try the same page from a different network (mobile hotspot). If fast there, the issue is your office network or ISP routing to AWS me-central-1.
  5. If sustained > 10 min with status all green: email support@hibr.ai with the URL and approximate timestamp.

Recoverable Search returns no results when there should be results

Cause: Search index rebuild in progress, scope filter active, or permissions hiding results.
Fix:
  1. Clear any active scope filter (branch, customer segment, date range).
  2. Settings → Search → Re-index workspace. Takes 5-15 min for typical workspaces.
  3. Your role may not have read access to the records you're searching for — Owner/Admin can confirm scope.

Data discrepancies

Recoverable Invoice total doesn't match what I expected

Three places to check:
  1. Tax code per line — Standard 5% / Zero-rated / Exempt / Out of Scope. One line on the wrong code skews the total.
  2. Discount type — line-level discounts apply before VAT; invoice-level discounts apply after VAT. Same percentage produces different totals.
  3. Currency rounding — multi-currency invoices use the day's mid-rate; sub-fil differences accumulate on large invoices.
Diagnostic tool: Invoice → Audit tab shows the calculation step-by-step.

Recoverable Bank reconciliation: a transaction in HIBR doesn't match the bank statement

Common causes:
  1. Posting date vs value date — HIBR uses value date; the bank may show posting date (typically 1-2 days later).
  2. Currency conversion — international wires arrive in AED but originated in another currency; the conversion rate the bank used may differ from HIBR's day-mid rate.
  3. Bank fees — some banks net fees from the deposit (showing 4,950 when invoice was 5,000). Configure the bank-fee GL mapping under Settings → Integrations → [your bank] → Fee Account.
  4. Cleared cheques — cheques can take 3-5 business days; the bank shows the deposit only after clearance.

Time-sensitive Payroll WPS SIF rejected by agent bank

Cause: Validation error against MOHRE WPS format.
Fix:
  1. The bank's rejection notice includes a specific code. Common codes:
    • 304 — Invalid IBAN format. Re-validate employee IBANs in HR → Employees.
    • 207 — Deduction exceeds 50% cap per FDL 33/2021 Art. 22. Review the affected employee's payslip.
    • 119 — Salary period mismatch. Confirm the period matches what's on the SIF.
    • 410 — MOHRE Employer ID mismatch. Verify at Settings → Company → MOHRE.
  2. Fix the underlying record, then regenerate the SIF and resubmit to the agent bank.
  3. WPS submission deadlines are absolute; if the issue requires engineering help, mark it "WPS URGENT" — Pro tier gets 15-min ack during the last 48h of the period.

Data recovery

Recoverable within 7 days Deleted a record by accident

Recovery tiers (best to worst):
  1. Trash (0-30 days): Settings → Trash. Owner/Admin can restore any soft-deleted record. Restoration preserves all links (invoices, journal entries, audit log).
  2. Hourly snapshot (last 7 days): Email support@hibr.ai with the record type, identifier, and approximate deletion time. We restore from a point-in-time snapshot.
  3. Daily backup (last 90 days): Same request route. Restore takes 1-4 hours depending on workspace size.
  4. Monthly archive (last 5 years): For records beyond 90 days. Restore SLA: 24h.
What's not recoverable: Records explicitly purged via Owner-initiated "Permanently Erase" action (PDPL Article 13 right to erasure). This is irreversible by design.

POS terminal issues

Common POS receipt printer not printing

Fix:
  1. Check printer power + paper roll.
  2. If the printer is on the local network and its IP changed (router reboot), re-pair via POS Settings → Hardware → Detect Printers.
  3. For Magnati/Network/Geidea integrated card terminals: the printer is shared with the terminal. Reboot the terminal and re-pair if needed.
  4. Bluetooth printers: re-pair from the OS settings, then re-detect inside HIBR POS.

Recoverable POS offline mode active, but transactions aren't syncing to the back office

Cause: Local network is back but the sync queue is jammed.
Fix:
  1. POS Settings → Sync → Status. If transactions are queued, click "Force Sync".
  2. If queue shows errors: review the specific transactions (typically tied to a deleted product/SKU that the offline POS still references).
  3. Last resort: export offline transactions to CSV from POS Settings → Sync → Export Queue, then import via back-office Sales → Import.

FTA error code reference

CodeMeaningFix
E0001TRN mismatchVerify Settings → Tax → TRN against FTA registry
E0014Period overlapCheck Tax → Filing History for the period
E0023Box 1 standard supplies missing emirate splitRe-run VAT 201 prep; HIBR auto-allocates by emirate
E0027Missing zero-tax transactionHIBR's checker shows the specific line items
E0041Reverse charge mismatchVerify Box 6 + Box 7 against supplier invoices
E0099FTA service unavailableWait 30 min and retry — temporary FTA-side

When to contact support

Most issues are recoverable using the steps above. Contact support@hibr.ai when:

Always include: workspace ID (Settings → Company → Workspace ID), the affected record's URL or identifier, approximate timestamp (UAE time), and the exact error message. The audit log on your side can help us trace what happened on ours.

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HIBR — UAE-built ERP for UAE SMBs. Beta opens October 2026.