Troubleshooting & FAQ

Find your problem below. If it isn't here, email support@monetrixos.com — see Contact support for what to include.

When you activate, the add-on needs to reach the licence server. If you see Could not reach the licence server. Check your connection and try again., check your internet connection and select Activate again a little later.

After activation, a connection problem never locks you out. The add-on re-checks your licence about once every 30 days; if the server can't be reached then, it keeps working normally and tries again later. Meanwhile, ℹ️ About in the menu shows the status Active (grace period). Nothing needs to be done.

This licence is already used on the maximum number of workbooks. means your licence is active in another workbook. One licence covers one workbook, shared by up to 5 people.

• Share the original, activated workbook instead of activating a new one. See Household members & sharing.
• If you need to move your licence to a different workbook, email support@monetrixos.com.

Google gives every copy of a spreadsheet a new identity, and the activation belongs to the original workbook. So a copy made with File › Make a copy asks for a licence key when you open MonetrixOS in it. Activating the copy counts as a second workbook, so your licence will usually refuse it with the "maximum number of workbooks" message.

• Keep using the original workbook, and keep copies as backups only.
• To switch to the copy for good, email support@monetrixos.com.

A licence that was refunded, disputed, revoked or cancelled no longer works. The sidebar shows the activation screen again. If you think this is a mistake, email support@monetrixos.com from the address you bought with. The meaning of each message is in Activate your licence.

The person using the sidebar hasn't given Google permission yet. This happens once per person. Open MonetrixOS › 📊 Open, accept Google's prompt, then select I’ve done that — retry. See Google permissions explained.

Google doesn't offer add-ons in the Google Sheets apps for phones and tablets, or in mobile browsers. Use Google Sheets in a browser on a computer to open the sidebar. You can still view your workbook on your phone.

Auto-open is off until you turn it on: Settings › Open the sidebar automatically when I open this workbook. See Settings. You can always open it from MonetrixOS › 📊 Open.

Select Retry. If it keeps happening, close the sidebar, reload the browser tab and open MonetrixOS › 📊 Open again.

Category (auto) and Transaction Type (auto) show ⚠️ No Match when the Sub-category isn't in your list of categories — often a typo, or a category you renamed. Choose a sub-category from the dropdown. To add a new one, see Manage your categories.

Check that:

• the Date is a real date, not text. Dates you pick from the date picker or type in your spreadsheet's usual date format are fine;
• the Amount is a positive number, typed as a number;
• the Sub-category is filled in, so the row has a type (Income or Expense);
• the Account and Owner match the names in your lists exactly.

• Check the account's Opening Balance on the Accounts tab.
• Transfers between your own accounts belong on Movements, not Transactions — otherwise they count as income or spending.
• If a non-credit account is below zero, an income, an opening balance or a transfer is usually missing.
• If you renamed an account, rows that still use the old name don't count toward it.

Then select Recalculate on the Accounts screen in the sidebar.

• Loans: the repayment must be an Expense whose description contains the loan's code, dated on or after the loan's start date. See Loans.
• Goals: the saving must be a transfer on Movements, into or out of an account of type Savings, whose description contains the goal's code, dated on or after the goal's start date. See Savings & Goals.

A status of Unknown means a required value is missing, such as a date or the target amount.

• Check the Budget Type and Target: when you change the type, the target is cleared and has to be picked again.
• Check that Is Active is ticked and that today is inside the budget's period (⚪ Inactive otherwise).
• Budgets count expenses only — not income or transfers.

Columns marked (auto) and the Dashboard are calculated for you. If you typed over them:

• Press Ctrl + Z (or ⌘ + Z on a Mac) straight away to undo.
• For the tabs, select Recalculate on the matching sidebar screen to write the values again.
• For the Dashboard, restore an earlier version with File › Version history, or email support@monetrixos.com.

Check that the rule's State box is ticked, its Start date has passed, its End date (if any) hasn't, its Frequency is a valid code, and its Sub-category still exists. Then select Process now on the Recurring screen. See Recurrings.

Your data is safe. Open Settings and select Try again. See Workbook updates & your data.

The starting categories, their keywords, the example accounts and the tab names are in English in every language. The sidebar and your workbook's headings use the language you chose. You can rename categories and add keywords in your own language in More › Categories.

The sidebar does. Your sheet tabs keep their left-to-right layout in every language.

To empty your workbook and start again, use Reset template in Settings.

Each workbook uses one currency, which you choose during setup. It can be any currency with a 3-letter code.

No. Your data stays in your own spreadsheet. The licence check sends only licence information — your licence key and your workbook's ID, never your transactions or balances. See Privacy & data.

Google Sheets itself needs an internet connection. MonetrixOS needs to reach its licence server only to activate and for the occasional re-check — and a failed re-check doesn't stop it working.

Yes. Share the workbook with up to 5 people. See Household members & sharing.

Email support@monetrixos.com and include:

• the email address you bought with;
• what you did and what you see on screen — a screenshot helps;
• the add-on version and the last characters of your licence key, from MonetrixOS › ℹ️ About.

Never send your full licence key or your workbook's data unless we ask for something specific.