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RiyalPlus — Troubleshooting ​

Each entry below walks through a common issue. Check the first step; if that isn't it, move to the next. Every path ends with a way to reach our team. Payment and billing problems go straight to the team — start a support chat or email support@riyalplus.ai.

Uploading your trial balance ​

The trial balance won't upload or ingest ​

The file is rejected, or ingestion ends in an error.

  • Start with the file itself. It should be a current trial balance for the period, in Arabic, with account names or codes and balance (debit/credit) columns. If unsure, re-export it cleanly from your accounting system.
  • If the message is about the format (RP-1002, RP-1027, RP-1042): save or export the file as XLSX, or upload a PDF instead.
  • If it's about size (RP-1003 over 10 MB, RP-1029 or RP-1035 too large): remove rows that aren't accounts — summaries, totals, blank rows — or split the file.
  • If it's about content (RP-1031 or RP-1033 too little data, RP-1034 no balance columns): confirm you uploaded the full trial balance with its balance columns, not a summary report.
  • If it looks like a temporary error (RP-1001, RP-1020, RP-1021): wait a moment and try again.
  • Still failing after a clean re-export? Start a support chat with the case and the RP code shown.

Ingestion is stuck on "Working…" or times out ​

The progress indicator runs for a long time, or you get a timeout.

  • Large files take longer — give it a little time before acting.
  • You can Cancel and try again with a smaller or cleaner file.
  • A timeout (RP-1032) or a conversion timeout (RP-1028) usually means the file is too big or complex — split it, or upload it as a PDF, and retry.
  • If you refreshed the page and it now shows an error, just re-upload — the earlier job expired.
  • Persisting on a reasonable file? Contact support.

Ingestion finished but shows warnings or discrepancies ​

A review screen lists checks that didn't pass.

  • If the items are warnings: review the flagged accounts, then either correct them and re-upload, or choose Proceed anyway if you're confident the figures are right.
  • If debits don't equal credits (RP-1022): the source trial balance is unbalanced. Fix it in your accounting system and re-upload — this isn't one to proceed past.
  • If only Re-upload is offered (no "Proceed anyway"): the file failed a required check, such as duplicate account codes (RP-1024). Correct it and upload again.
  • Unsure what a flagged check means? Start a support chat with the case.

A "select a sheet" prompt appeared ​

Your workbook has more than one sheet (RP-1030).

  • Pick the sheet that holds the trial balance; ingestion continues automatically.
  • Not sure which one? Open the file and check which tab has the account list with balances.

I can't edit the trial balance after ingesting ​

  • If editing is rejected because the case moved on (RP-1037): the case is past the editable stage. Create a new case for that period to make changes.
  • If you get a conflict (RP-1038): the data changed since you opened it — refresh the page and re-apply your edit.
  • If an edit is rejected as invalid (RP-1036): check the field and the value you entered, then try again.

Creating and setting up a case ​

I can't create a case ​

  • If it asks for company capital (RP-2016): pricing depends on company size, so add the capital to the company profile first, then create the case.
  • If the company is very large (RP-2021, Enterprise band): these are custom-priced — contact our team to set it up.
  • If you're on a trial and blocked: trials are limited to 2 filings and smaller trial balances. Subscribe to go beyond the trial.
  • Still stuck? Start a support chat.

I can't choose "Sequential" filing ​

The sequential option is disabled or rejected (RP-3005, RP-3006).

  • Sequential links this filing to the prior year's case, so a computed prior-year case must already exist. If there's none, the option is disabled — file the earlier year first, or choose a non-sequential type.
  • If you start the new case from the prior case's screen, the link is set up for you.

Computing your declaration ​

Compute won't run — it asks for opening balances ​

  • First-time-in-app filing (RP-3009): enter the opening balances using the opening-balance form, then compute.
  • If your opening balances don't balance (RP-3008): opening assets must equal liabilities plus equity. Correct the figures so they balance, then continue.

Compute fails on ownership ​

"Ownership percentages must sum to 100%" (RP-3001).

  • Open the company profile and check the ownership split — the percentages must total exactly 100%. Correct them and recompute.

This case can't be computed yet ​

  • Oil/hydrocarbon-producer shareholders (RP-COMPUTE-OIL-BRACKETS-MISSING): the special rates for oil-sector cases aren't in the system yet, so these can't be computed. Contact support if this applies to you.
  • A 2023-or-earlier filing (RP-COMPUTE-OLD-ZIR-UNSUPPORTED): only filings from the 2024 fiscal year onward are supported in this release.

Understanding the warnings after compute ​

The results screen shows a warnings panel.

  • Warnings come in two kinds. Blockers must be resolved before you can export; other warnings are advisory and don't block.
  • To clear a blocker: open it to see what it needs — a missing field, an out-of-balance figure, a required attachment — fix the underlying data, and recompute.
  • For an advisory warning you've reviewed and accept: you can override it with a reason, which is recorded in the audit trail.
  • Export stays locked until all blockers pass — that's the "submission ready" state.
  • A warning you don't understand? Start a support chat with the case.

Exporting your documents ​

I can't export the Form 10 or the financial statements ​

  • "No computed result" (RP-4004): run compute first, then export.
  • "Re-compute required" (RP-4002): your statements are out of date with the latest results — recompute, then export.
  • The export button is locked: a blocking check is still failing. Open the warnings panel, resolve the blockers, recompute, and export will unlock.
  • The export just fails to generate: try again; if it keeps failing, it's a system issue — contact support.

Subscriptions, payments, and your team ​

A payment didn't complete ​

Payment, charge, refund, or invoice problems (RP-2010, RP-2011, RP-2012, RP-2013, RP-2015, RP-2030).

  • These are handled by our team directly — the chat assistant can't process payments or amounts.
  • Don't retry the payment repeatedly. Start a support chat or email support@riyalplus.ai, and the team will check the status and resolve it.

A feature is locked behind a subscription ​

  • "Requires an active subscription" (RP-2018): subscribe or renew in Settings › Subscription, then use the feature.
  • Team features (multiple members, shared pool, branding) require a Practice subscription.

The TP Disclosure add-on isn't available ​

"Requires a Firm subscription or an uploaded CPA affidavit" (RP-2020).

  • TP Disclosure needs either a Practice (Firm) subscription or an uploaded accountant's affidavit. Subscribe, or upload the affidavit, then add it to the case.

A team invite didn't arrive ​

  • Ask the invited person to check their spam folder and confirm the email address was entered correctly.
  • If the invite expired (RP-2027) or was already used (RP-2028): the Admin sends a fresh one from team management.
  • If there are no free seats (RP-2026): remove a member or add seats to the plan, then invite.
  • Still nothing after a resend? Contact support.

I can't remove or demote a member ​

"A firm must keep at least one admin" (RP-2029).

  • Promote another member to Admin first, then remove or demote the original.

Verify+, signing in, and support ​

Verify+ can't read a document ​

  • A temporary failure (RP-5001): try again.
  • The amount couldn't be read: make sure the figure is clearly visible in the document, or upload a clearer copy.

I keep getting signed out ​

  • Session expired (RP-6001, RP-6002): sign in again.
  • "Another active session was detected": an account can be used on one device at a time, so signing in elsewhere ends the earlier session. Stick to one device, or sign out before switching.

The support assistant isn't responding ​

  • Temporarily unavailable (RP-3014): try again shortly, or email support@riyalplus.ai.
  • "This conversation has expired" (RP-3016): start a new conversation to continue.

RiyalPlus — Saudi ZATCA compliance.

Need help? support@riyalplus.ai