FAQ and troubleshooting

Answers to common questions about signing in, missing data, periods and scenarios, connections and the Claude connector. If your question is not here, email support@finstory.ai.

Signing in

I signed in, but I see “Access Denied”

Your email address is not a member of any workspace yet. Ask an admin or power user of your workspace to invite you, then sign in with exactly the email address they invited. If your company is new to finstory, sign out and choose Sign up with an invite code on the sign-in page.

The sign-in link in my email does not work

• Open the link in the same browser, on the same device, where you asked for it.
• A link works once. If you see that it is invalid, already used or expired, go back to the sign-in page and choose Send sign-in link again.

Nothing happens when I choose Google or Microsoft

Your browser probably blocked the sign-in window. Allow pop-ups for finstory and try again.

My invite link does not work

An invite link works once, only for the email address it was made for, and expires after 14 days. Ask the person who invited you to make a new link under Settings > Members > Pending invites. The earlier link then stops working.

Reports and data

A colleague can see a report that I cannot

The report is probably a draft. A draft is visible only to its author, power users and admins; everyone else sees published reports. Ask a power user or admin to open More options next to the report and choose Publish.

A link says the report or story is not in this workspace

The link belongs to another workspace than the one open in this tab. Choose the workspace offered under Open it in:, or switch workspace at the bottom of the menu and open the link again.

I loaded new data, but the report shows old or no figures

1. Check the selectors under the report’s title. The year, period or entity may differ from what you loaded.
2. Check that you loaded the right scenario (Category), for example Budget and not Actual.
3. Go to Settings > General and choose Clear now under Clear saved report figures. Reports keep figures for a while.
4. Open Data Models and check the model’s Last load.

How do I change the period or scenario a report shows?

Use the selectors under the title. If there is no selector for what you want to change, the report’s author hid it, or the report already shows it in its rows or columns, for example when its columns compare Actual and Budget. Ask the author to show the selector, or edit the report if your role allows it.

My upload stops at “Not all required fields are mapped”

Go back to Map Columns and map all six required fields: Account, Entity, Category, Year, Period Level 1 and Amount.

Connections

A connection shows “Needs its login” or “Login refused”

1. Open Settings > Connections.
2. Choose Reconnect and sign in to the source again, or enter its keys again.
3. Choose Test to check that the login works.

A scheduled load did not run

Open Settings > Schedules. Check whether the schedule is Paused, and read its last run and next run. Choose Run now to start a run. To see why a run failed, open Settings > Connections, choose History on the connection and open Full log.

Claude connector

Claude cannot connect to finstory, or stopped working

• If Claude says the connection request has expired: a request lasts 10 minutes and works once. Go back to Claude and start the connection again.
• If the connector worked before: sign in and approve again from Claude. This is needed after 30 days without use. Check also that you are still a member of the workspace you connected.

Contact support

Email support@finstory.ai. The team aims to reply within one business day.