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Common Issues

This page covers the most frequently encountered problems and their solutions. If your issue is not listed here, see Getting Help.

Invoice processing problems​

Invoice upload fails​

Problem: You try to upload an invoice but receive an error or the upload never completes.

Solutions:

  • Check your internet connection is stable.
  • Verify the file is a supported format: PDF, PNG, or JPEG.
  • Ensure the file is under 20 MB.
  • Try refreshing the page and uploading again.
  • If using the Chrome extension, make sure you are signed in and the extension is enabled.

AI extraction returns poor results​

Problem: The extracted data is mostly incorrect or fields are missing.

Solutions:

  • If you uploaded a photo, check that it is clear, well-lit, and not skewed. Re-photograph and re-upload if needed.
  • Use the original PDF from the supplier instead of a scanned or photographed copy whenever possible.
  • Check whether the invoice is in a language other than English - Brikly currently supports English-language invoices.
  • If the same supplier's invoices consistently extract poorly, contact support so the team can investigate the format.

Items are not matching correctly​

Problem: Line items are matched to the wrong ingredients, or matches that should be automatic are not being suggested.

Solutions:

  • Check that the ingredient you expect exists in your ingredient list and is spelled consistently.
  • Review your matching history for this supplier - inconsistent past matches can confuse the system.
  • If an ingredient was recently renamed, previous matches may not carry over automatically. Re-match the item on the next invoice.
  • Ensure you do not have duplicate ingredients (e.g. "Chicken Breast" and "Chicken Breast Fillet" for the same product). Merge duplicates if needed.

VAT totals do not reconcile​

Problem: The validation indicator shows a red discrepancy on the VAT or total amount.

Solutions:

  • Check the supplier's price type setting (Settings > Suppliers > [Supplier Name]). If it is set to VAT-inclusive when the supplier actually charges ex-VAT (or vice versa), the calculations will be wrong.
  • Look for rounding differences. A discrepancy of a penny is common and usually harmless - amber indicators for minor rounding can be accepted.
  • Verify that the extracted unit prices and quantities are correct. A single misread digit throws off the totals.
  • If the invoice includes a mix of VAT rates (0% and 20%), check that each line item has the correct rate assigned.

Login issues​

Cannot sign in​

Problem: Your email and password are not accepted.

Solutions:

  • Double-check that you are entering the correct email address (the one your invitation was sent to).
  • Use the Forgot Password link to reset your password.
  • Clear your browser's cache and cookies, then try again.
  • Check whether your account has been deactivated by your workspace Owner or Admin.

Problem: You received an invite email but the link does not work.

Solutions:

  • Invitations expire after 7 days. Ask your Admin or Owner to resend the invitation.
  • Make sure you are clicking the link in the original email - do not copy only part of the URL.
  • Check that you are not already signed in with a different account. Sign out first, then click the invitation link.

Calculation discrepancies​

Recipe cost seems wrong​

Problem: A recipe's calculated cost does not match what you expect.

Solutions:

  • Check the ingredient prices used in the recipe. Go to the recipe and review each ingredient's current unit cost.
  • Verify the quantities and units in the recipe are correct (e.g. 0.5 kg vs 500 g - Brikly handles conversions, but the source value needs to be right).
  • If you recently processed an invoice, check that it was fully confirmed. Unconfirmed invoices do not update ingredient prices.
  • Look at the active site - recipe costings are site-specific. Make sure you are viewing the correct site.

Dish margin looks incorrect​

Problem: The food cost percentage or margin for a dish seems off.

Solutions:

  • Verify the selling price. If you are integrated with Square, check that the latest menu price has synced.
  • If the selling price was entered manually, make sure it is the VAT-exclusive selling price.
  • Review the sub-recipes - if a dish uses a sub-recipe whose cost has changed, the dish cost updates accordingly.
  • Check for any zero-cost ingredients. An ingredient with no price will drag the calculated cost down and make the margin look artificially high.

Browser compatibility​

Brikly works best on the latest versions of:

  • Google Chrome (recommended - required for the Chrome extension)
  • Microsoft Edge
  • Mozilla Firefox
  • Apple Safari
caution

Internet Explorer is not supported. If you are using IE, please switch to one of the browsers listed above.

Display or layout issues​

Problem: The interface looks broken or elements overlap.

Solutions:

  • Update your browser to the latest version.
  • Clear your browser cache (Ctrl+Shift+Delete on Windows, Cmd+Shift+Delete on Mac).
  • Disable browser extensions that might interfere (ad blockers, privacy tools) and check if the issue persists.
  • Try a different browser to see if the problem is browser-specific.

Performance tips​

If Brikly feels slow, try the following:

  • Close unnecessary browser tabs - each tab uses memory and can slow down your browser.
  • Use a wired connection if you are on a slow or unstable Wi-Fi network.
  • Clear your browser cache - accumulated cached data can sometimes cause sluggishness.
  • Check Brikly's status page - if the platform itself is experiencing issues, this will be reported there.
  • Reduce the date range on reports - loading very long periods of data takes more time. Narrow the range to what you actually need.
tip

For the smoothest experience, use Google Chrome with a stable internet connection. Chrome is the most thoroughly tested browser for Brikly and is required for the Chrome extension.