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Troubleshooting

Common failures and what to do about them. Start with the section that matches your situation; if the problem persists, the end of the page explains how to contact support.

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First steps for any error

  1. Restart the app; in the web version, refresh the page.
  2. Make sure you have the latest version: on desktop — Settings → About → Check for updates, on mobile — your app store. The web version updates automatically.
  3. Try the action again. If the error reproduces, find it below or contact support.
Svodly saves every transaction the moment you create it. Restarting the app or seeing an error screen does not lose any data you've entered.

A full-screen error

This is how the app reports a failure it couldn't handle on its own. Your book data is not affected.

If the error repeats on the very same action, send us the exact steps through the feedback form (see below).

The app won't open

Desktop

Web

Mobile

Sync

Sync stopped with an error

Open the Sync screen — the latest error is shown under the status.

“Could not apply N rows from the cloud”

This notice means some of the changes that arrived from the cloud were set aside by this device — most often because the app on it is older than the one where those rows were created. Svodly isolates such rows so that a single record doesn't stop the whole book from syncing, and says so plainly: account balances on this device may differ from your other devices.

  1. Update the app to the latest version — that fixes the most common case. After the update the set-aside rows are re-applied automatically, on the first launch.
  2. If the notice is still there — press “Repair” on it: Svodly re-requests the book's ledger from the cloud and applies it from scratch. No local data is lost.
  3. Check that the same has been done on every device with this book.

The notice is on the “Sync” screen on the web and on the computer, and in your profile — the “Sync” group — on the phone. When everything is fine, the same place says “All changes applied”.

The figures differ but there is no notice. That happens: a row may have failed to apply without leaving a record. On the phone, the “Sync” group has a “This device’s copy of the book” block that is always available: “Compare with cloud” tells you how many records of the cloud copy are missing here, and “Re-download from cloud” brings the book back in line with the cloud copy — the same thing “Repair” does, only without waiting for a notice.
The computer and the web have no “This device’s copy of the book” block: “Repair” on the notice re-downloads the book.
Десктоп
Phone: “···” → “Settings” → profile → “Sync”: “All changes applied” → “This device’s copy of the book” → “Compare with cloud” — “Everything in the cloud is on this device too.” → “Re-download from cloud” → the confirmation → “Cancel”.

If the message comes back after both the update and “Repair” — write to us and give the book's name: we look into such cases on our side.

Transactions from one device aren't showing on another

  1. Check that both devices are signed in to the same account.
  2. Check that the same book is open.
  3. Run sync manually on the “Sync” screen on both devices.

Simultaneous edits to the same record on different devices are resolved automatically: edits of different fields add up, and if the same field was changed on two devices, the last edit wins. In that second case a conflict card appears in the “Sync” section, where you can keep the applied version or restore the other one (see “Sync”).

Signing in and the code email

Import

Export

Restoring from a backup (desktop and mobile)

  1. Open Backups — on desktop it's Settings → Backups, on mobile — the ··· menu → Backups.
  2. Pick a snapshot by date, press “Restore” and confirm replacing the current data.
  3. If the book syncs with the cloud, sync is turned off automatically during restore (so the cloud doesn't overwrite what you restored). Once you've checked the data, turn it back on on the “Sync” screen. More on the “Backups” page.

Before replacing the data the app saves a “pre-restore” snapshot: if you went back to the wrong date, restore it and the book is as it was before the rollback. A restore error appears on this same screen — try again or pick another snapshot.

Updates (desktop)

A budget calculates differently than you expected

Contact support

The main channel is the in-app form: Settings → About → Feedback (on mobile — Settings → Feedback). Choose the “Bug” type, describe the steps and attach screenshots. The form sends your app version and platform automatically; on mobile, also enable sending the diagnostic log in the form.

“Settings” → “About” → “Feedback”: the “Bug” type (the field’s hint changes), the steps, a screenshot pasted from the clipboard with ⌘V — a file tile appears under the field. “Reply email” is optional; the clip stops short of “Send”.
On the phone: Menu → Settings → “Feedback” → “Bug”, the message and a screenshot from Downloads → “Reply email” can stay empty → “Send”.

If the app won't open and the form is unavailable, email hello@svodly.ru: your operating system, app version, the steps and a screenshot. From desktop, attach the log files from the folder:

We reply within one business day.