RiyalPlus — Troubleshooting

Each entry below walks through a common issue: the symptom, the likely cause, and the fix. Check the first step; if that isn't it, move to the next. Every path ends with a way to reach our team — open Support from the sidebar, or use the "Need help with this step?" link inside any wizard step. Payment and billing problems go straight to the team: start a support conversation or email support@riyalplus.ai.

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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. The old .xls format isn't supported — use Excel's "Save As" to make an .xlsx.
• 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 says document conversion is unavailable (RP-1026): a converter on our server is down — this one is on us. Contact support; uploading the file as a PDF may work in the meantime.
• If it looks like a temporary error (RP-1001, RP-1020, RP-1021): wait a moment and try again. If points were charged for a run that failed on our side, they are refunded automatically.
• Still failing after a clean re-export? Start a support conversation with the case and the RP code shown.

Ingestion is stuck on "Working…" or times out

• 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

• 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: the file failed a required check, such as duplicate account codes (RP-1024). Correct it and upload again.
• A "select a sheet" prompt (RP-1030): your workbook has several sheets — pick the one holding the trial balance and ingestion continues.

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. Unlock the earlier step if it's only approved, or create a new case for the period.
• 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.

Filing entities and the registry lookup

The CR lookup won't fill my company details

• "The commercial-registry lookup service is unavailable" (RP-1044): the registry connection is down on our side or the registry's. Fill the fields manually, or retry later — your entity isn't blocked on the lookup.
• "No commercial-registry record was found for this CR number" (RP-1045): double-check the CR number for typos. If the number is right and the record still isn't found, enter the details manually and mention it to support.

Creating and setting up a case

It asks me to select a filing entity

"Select which filing entity this case is for" (RP-3028).

• Your account has more than one filing entity, and RiyalPlus never guesses which company a filing belongs to. Pick the entity from the selector and continue.

A product can't be selected

"One of the selected products isn't available" (RP-3029).

• The product is inactive or not available in this release. Adjust the selection and retry; if you believe it should be available, contact support.

The case is rejected because of the fiscal year

• Filings for fiscal year 2023 and earlier fall under the previous Zakat regulation and aren't supported. Only 2024 onward can be created.

I can't choose "Sequential" filing

• Sequential links this filing to the prior year's case, so a computed prior-year case must already exist (RP-3005, RP-3006). File the earlier year first, or choose a non-sequential type. Starting the new case from the prior case's screen sets up the link for you.

Points and payments

I don't have enough points

"You don't have enough points for this. Top up your balance to continue." (RP-2033)

• Every paid action checks your balance first, so nothing was charged. Open Billing › Buy points, top up (larger amounts earn bonus points), and retry the action.

A top-up payment didn't complete

• The payment couldn't be started (RP-2010) or couldn't be verified (RP-2011): wait a moment and try once more. If it keeps failing — or you were charged without points appearing — don't retry repeatedly. Contact support; the team checks the payment status and reconciles it.
• Payments, refunds, and amounts are handled by the team directly — the chat assistant can't process them.

I was charged but the run failed

• If a trial-balance run fails for a reason on our side, the points are refunded automatically — check the Billing ledger for the refund entry.
• If the file itself was unusable (too few rows, no balance columns), the run is consumed; correct the file and upload again.
• Disagree with a charge? Contact support with the case.

An invoice is missing or wrong

• "Invoice generation failed" (RP-2015): your payment went through — only the document didn't generate. The team will issue it; contact support if you need it sooner.
• "Invoice not found" (RP-2024): check the invoices list under Billing; if one you expect is missing, contact support.

Computing your declaration

Compute won't run — it asks for opening balances

• First-time-in-app filing (RP-3009): enter the opening balances (last year's closing balance sheet) 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.

Compute fails on ownership

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

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

Compute asks for the certification step

"Answer the certification questions before computing" (RP-3036).

• Open the Certification step, answer the questions, and run compute again.

A step is locked and I can't edit it

"This step is approved and locked — unlock it to edit." (RP-3039)

• The step was approved. Select Unlock on the step, make your change, and re-run the downstream steps (they're marked as needing a re-run automatically).

My regulatory inputs won't save

(RP-3023) — a temporary save problem. Try again; if it persists, contact support with the case.

This case can't be computed yet

• Oil/hydrocarbon-producer shareholders (RP-COMPUTE-OIL-BRACKETS-MISSING): the special tax brackets for oil-sector cases aren't in the system yet. Contact support if this applies to you.

Understanding the warnings after compute

• Blockers must be resolved before you can export; other warnings are advisory.
• To clear a blocker: open it to see what it needs — a missing field, an out-of-balance figure — fix the underlying data, and recompute.
• For an advisory warning you've reviewed and accept: override it with a reason, which is recorded in the audit trail.
• A warning you don't understand? Use "Need help with this step?" — the assistant sees the step context.

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.
• The export just fails to generate (RP-4001): try again; if it keeps failing, contact support.

Verify+

Verify+ asks for activation

• Verify+ wasn't included when the case was created. Activate it from the case (a one-time 10-point charge) and continue.

Verify+ can't read a document

• A temporary failure (RP-5001): try again.
• Wrong document type for the line (RP-5002): upload a supported document for that line.
• The amount couldn't be read (RP-5003): make sure the figure is clearly visible, or upload a clearer copy.

Transfer Pricing

The TP case won't accept changes

• "This TP case is archived" (RP-3040): unarchive it from the case list to continue working.
• Creating a TP case for an entity-year that already exists returns the existing case — you are never charged twice for the same year.

The CbCR step says "Not applicable" — is that right?

• Almost certainly yes. CbCR only applies to members of multinational groups with consolidated revenue above SAR 3.2 billion. If your situation changes, re-answer the scope questions.

Withholding Tax

I can't change a WHT return

• "This WHT return has been filed and is locked" (RP-3024): a filed month is immutable. Record the correction in the correct open month, or contact support.
• "The return's state does not allow that action" (RP-3025): for example, marking a month nil while payments exist. Review the payment register and recompute first.

A payment is rejected because of its date

(RP-3027) — the payment date falls outside the return's month. Correct the date, or record the payment under the matching month.

I can't delete a beneficiary

(RP-3033) — payments are recorded against it, so it's part of a filed record. Archive it instead.

The WHT case won't accept changes

• "This WHT case is archived" (RP-3034): unarchive it to keep filing for that year.

Document upload for payments is refused

"Automatic extraction isn't active on this WHT case" (RP-3035).

• AEP is an optional upgrade (5 points, one-time per case). Activate it, then upload payment documents; or enter payments manually — that's always available.

VAT returns

The VAT case won't accept changes

• "This VAT case is archived" (RP-3041): unarchive it to continue working on its periods.

I need to fix a filed period

"This VAT period is filed and immutable." (RP-3042)

• Small differences (under SAR 5,000): enter them in the corrections field of the next period.
• Larger ones: file a corrective return on the ZATCA portal. RiyalPlus never edits a filed period in place.

The period shows "no trial balance ingested"

• The period has no source data yet. Upload/ingest the period's trial-balance movements from the period screen; you can hand-enter figures to proceed, but the result is flagged as lower-assurance.

I'm warned about a nil return

• You marked the period nil, but the trial balance shows activity in it. Double-check — a nil return for an active period invites audit. If the activity is out of scope, override the warning with a reason.

RETT

The usufruct path asks for a discount rate

(RP-3044) — a usufruct over 50 years is taxed on a present value, and the regulation does not specify the discount rate. Enter the rate with its basis — an accredited valuer's figure, or a ZATCA ruling. RiyalPlus will never assume one.

I can't edit a filed transaction

(RP-3043) — a filed RETT transaction is immutable. Corrections or cancellations go through a linked correction/refund request, mirroring ZATCA's process.

The exemption won't confirm

• Every condition in the exemption's checklist must be attested. An unmet or uncertain condition is a blocker by design — an exemption claimed without its conditions invites retroactive tax. If a condition genuinely doesn't apply to your category, re-check that you picked the right exemption category.

A claw-back warning fired

• A monitored exemption condition was breached (or is close to a deadline). Open the claw-back monitor to see the condition and its dates. On a real breach, RETT on the original base falls due within 30 days — act on it promptly and contact your advisor if unsure.

UBO

The identification says "needs ownership data"

• The entity's cap table isn't complete enough to run the cascade. Upload the articles of association or confirm the ownership percentages on the filing entity, then run the identification again. RiyalPlus won't silently fall back to the manager rule while ownership data is missing.

The confirmation won't confirm

• The register has blockers — commonly: a 25% owner in the cap table who isn't in the register, a missing mandated field on a UBO entry, or a nominee shareholding without its disclosed principal. Resolve each item shown, then confirm.

I missed the 15-day update window

• File the update as soon as possible — the obligation doesn't lapse. The register keeps the change history and reasons; if you're concerned about exposure, speak to your advisor.

Excise Tax

A beverage line is blocked with no tier

• The SKU has no sugar concentration recorded. Enter the grams per 100 ml from the product spec or a lab report on the catalog entry — the tier can't be assigned without it, and RiyalPlus never estimates it.

A product's classification looks wrong

• Check the category against the definitions: drinks that are mostly milk, and natural juices without added sugar, are excluded from the sweetened-beverage scope. Fix the category on the catalog entry; the change applies to future computes.

Qawaem deposit

It says to generate financial statements first

(RP-3046) — the deposit validates the statements your case generated. Run compute, generate the statements on the Export step, then return to the Qawaem tab.

Export or mark-filed asks for activation

• The Qawaem add-on isn't active on this case. Activate it (15 points, once per case); validation and the exposure preview remain free.

There's no XBRL file

(RP-3045) — direct XBRL export is coming soon. Until then, use the validated deposit pack and enter the deposit manually on the Qawaem portal.

Team accounts

A team invite didn't arrive

• Ask the invited person to check their spam folder and confirm the email address was entered correctly, then resend from team management.
• If there are no free seats (RP-2026): your 2 included member seats are in use — purchase an extra seat (36 points, one-time) or remove a member first.

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.

A member can't perform an action

• Read-only role (RP-2031): Viewers can't modify anything — an Admin can change their role.
• Admin-only action (RP-2034): billing, seat purchases, and member management need an Admin — ask yours.

Signing in and support

I keep getting signed out

• Session expired (RP-6001, RP-6002): sign in again.

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 from the Support page — your history stays listed there.

An unexpected error with a reference code

(RP-9999) — note the reference shown and include it when you contact support; it lets the team find the exact event on our side. Your data is safe.