What to do if you can't see your Wave data

SystemSystem Posts: 370 admin

imageWhat to do if you can't see your Wave data

The security of your Wave account and the integrity of your data is incredibly important to us. Wave's system cannot delete or remove data without your consent. If you've logged in to Wave and it l...

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edited October 24, 2019 in Help Center Discussion

Comments

  • W_vh1W_vh1 Member Posts: 2

    Wave loads partially after logging in but the dashboard will not show so i am unable to create an invoice

  • C_ANU1C_ANU1 Member Posts: 1

    Hi Wave Team,

    I am not able to see dashboard, to select any of the options for invoicing.

  • ConnorMConnorM Member, Administrator Posts: 1,229 admin

    Hey @W_vh1 and @C_ANU1! Sorry to hear about this, can I get a couple screenshots from the both of you in order to troubleshoot this?

  • awa_1awa_1 Member Posts: 1

    Hi Wave team, I have data in Wave since 2016 but in the Reports section the drop down boxes now only offer 2018, 2019 and 2020 for creating reports. Is there some way that I can still interrogate and report on old data (as i need to do that from time to time) - Bal Sheets and Income statements mainly....

  • W_vh1W_vh1 Member Posts: 2

    Thank you for responding,
    This turned out to be a Javascript issue.
    The problem is now resolved.

  • EmmaPEmmaP Administrator Posts: 639 admin

    Hey @awa_1! You are correct in what you are viewing. On the reports page it will show the previous 3 calendar years as 'quick' options you can select for creating reports. If you want to look at a year prior to this, you can use the date picker to select the year manually!

  • JC_Alberts01JC_Alberts01 Member Posts: 2

    Hi Emma, my records are 6 years behind. If I capture them will I be able to print a Trail balance as far back as 2015 if I use the date picker as u suggested? I am asking because most accounting packages only keep records for 2 years.

  • ConnorMConnorM Member, Administrator Posts: 1,229 admin

    Hey @JC_Alberts01! As long as you're able to get all of your data from as far back as 2015 into Wave, the creation of that trial balance should be easy enough to create!

  • JC_Alberts01JC_Alberts01 Member Posts: 2

    My question really is how far back in years can Wave keep records for? I have started using Wave with the free option that only allows for 100MB of stored data. As a consequence I wouldn't be able to store much data let alone scanned receipts - this I get. My understanding is that I am only restricted by the amount of data (hard drive space) Wave allows - is my summation correct?

  • ConnorMConnorM Member, Administrator Posts: 1,229 admin

    Hey @JC_Alberts01, there isn't actually any limit for data that you can store in Wave. I'm not sure where you had seen that you only have 100MB of space - can you show me that? You should be able to store as much content in your Wave account as you would like.

  • designgate11designgate11 Member Posts: 1

    i couldn't open my transactions and reports area .

    edited March 22, 2020
  • BarsinBarsin Administrator Posts: 1,811 admin

    Hey @designgate11

    A lot of the time, this can be fixed by tweaking some things in your internet browser. Wave supports the latest versions of Chrome, Firefox, and Edge. We'd also recommend that you try using Wave with browser extensions disabled. If you have Chrome, try opening up an incognito window, logging into your Wave account, and try again (or if you have Firefox, open a private browsing window).

    If that doesn't work, you may also need to clear your cache and cookies. You can read more about the browsers we support, and how to troubleshoot issues for your individual browser HERE. If you are still having problems or if you have any other questions, please get in touch.

  • NYLandscaperNYLandscaper Member Posts: 4

    Wave isn't showing any of my business's invoices and is prompting me to create my first invoice even though the summary shows past dues and pending payments. It's some sort of database retrieval error and I've encountered these more frequently. Usually I can correct the error by refreshing but this time I can't. Wave needs to do a deeper dive in what is causing these. It's becoming alarming even though they reassure you that your data can't be deleted. Well if you can't retrieve it, it's pretty much the same thing. At this rate, Wave is starting to lean toward unreliable.

  • BarsinBarsin Administrator Posts: 1,811 admin

    Hey there @NYLandscaper

    In this case, I'd recommend reaching out through a ticket with a detailed explanation and some screenshots to show the date of your invoice payments on your transactions page and the missing invoices. This can allow our support to open up an internal ticket with our developers who can investigate further. I also see you have a couple of emails on your account. Do you have other users who may have been in your Wave business that would be able to confirm that they didn't potentially delete anything?

  • painterpainter Member Posts: 2

    I was reconciling and a small rectangle of symbols appeared on bottom right. I was trying to close it when all transactions disappeared. No one else has access to my account. Your article tells me to check my filters. I do not know what they are, or where they are the the term yields nothing when searched. The transactions pages are BLANK

  • painterpainter Member Posts: 2

    No transactions, no any information under, no banking, etc. all BLANK pages, no scroll down. I have tried the various suggestions above. I have signed out and back in, my account has not been archived, my information is on a dashboard I CAN see but nothing after that. my pages are blank so impossible to see filters. while reconciling a small rectangle appeared on bottom right of page. I tried to cancel it--make it goaway and then everything disappeared.

  • LIVEHEIDILIVEHEIDI Member Posts: 4

    I have created a second profile for my second business. I have loaded bills etc. I can see all the data on my laptop but not in the phone app. Should I be able to be able to see the data in the phone app as well or is this not offereed to free users?

    edited September 9, 2020
  • BarsinBarsin Administrator Posts: 1,811 admin

    Hey there @painter

    I see that you have an open ticket with one of our support specialists who reached out to you Thursday the 10th. I would recommend responding to her with any information that she may need from you in order to sort this matter out! Thanks for collaborating with our team on this :smile:

    Hi @LIVEHEIDI

    Often times when a user signs in to the invoice or receipts app they sometimes end up creating a new profile rather than signing into their old one. Is it possible you used a personal gmail single sign-on? Can you head to your settings and sign out then trying to sign back in using the correct email on your account?

  • LIVEHEIDILIVEHEIDI Member Posts: 4

    Hi Barsin

    Thanks for this advice. I have just signed out of Wave on my desktop and phone app, reset the password via my desktop, logged back into both desktop and phone app with the same username and new password but I still can't see the item entries in my second business on my phone app. Please can you advise what I could try next.

  • BarsinBarsin Administrator Posts: 1,811 admin

    Hey @LIVEHEIDI

    Would you mind answering some of the questions below:

    1. Which business are you reaching out about
    2. Which app are you using? Invoicing or receipts?
    3. If you add a new invoice/receipt on the app, are you noticing them appear on your desktop version?

    Thanks so much for your cooperation!

  • LIVEHEIDILIVEHEIDI Member Posts: 4
    1. The Daily Joy Company
    2. Invoicing
    3. Yes - I can see items and invoices loaded on app on my desktop
  • _Derek__Derek_ Member Posts: 21

    I was in the products and services page of the website. I created a new product and clicked save. When the page refreshed we now only see two products 1 of the existing and now the new product. There were previously many and I did not click the delete on the products so all our products disappeared. No other user is allowed to make changes. Where did they going?

    Also, when creating a new estimate or invoice it still shows all missing products and services but then doesn't show the newly created product.

    PS - Your bot agent is the most annoying thing. I would gladly pay for support to resolve/notify issues like this.

  • BarsinBarsin Administrator Posts: 1,811 admin

    Hey @LIVEHEIDI

    I use an iPhone, but android should have a similar idea under settings. You should be able to switch businesses to view and create different invoices here. Have you tried this?

  • BarsinBarsin Administrator Posts: 1,811 admin

    Derek

    Often times our invoicing page may act up if you're having potential browser issues.

    A lot of the time, this can be fixed by tweaking some things in your internet browser. Wave supports the latest versions of Chrome, and Firefox. We'd also recommend that you try using Wave with browser extensions disabled. If you have Chrome, try opening up an incognito window, logging into your Wave account, and try again (or if you have Firefox, open a private browsing window).

    If that doesn't work, you may also need to clear your cache and cookies. You can read more about the browsers we support, and how to troubleshoot issues for your individual browser HERE. If you are still having problems or if you have any other questions, please get in touch.

    edited September 23, 2020
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