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Troubleshooting

Troubleshooting

Section titled “Troubleshooting”

Solutions to common issues you might encounter when using Calceum.

Connection Issues

Section titled “Connection Issues”

Can’t connect to HMRC

Section titled “Can’t connect to HMRC”

Symptoms: The “Connect to HMRC” button doesn’t work, or you get an error after signing in to Government Gateway.

Solutions:

  1. Check you’re using the correct Government Gateway credentials 2. Ensure you have an active Self Assessment registration with HMRC 3. Try clearing your browser cache and cookies 4. Use a different browser (Chrome, Firefox, or Edge recommended) 5. Disable any ad blockers or privacy extensions temporarily

HMRC connection expired

Section titled “HMRC connection expired”

Symptoms: You see “HMRC connection expired” or get authentication errors.

Solution: Your HMRC authorisation needs refreshing periodically. Go to Settings → HMRC Connection → Reconnect and sign in again.

Spreadsheet Upload Issues

Section titled “Spreadsheet Upload Issues”

File won’t upload

Section titled “File won’t upload”

Symptoms: Upload fails or times out.

Check:

  • File is .xlsx format (not .xls or .csv)
  • File size is under 10MB
  • File isn’t password protected
  • File isn’t currently open in Excel

”Invalid date format” error

Section titled “”Invalid date format” error”

Symptoms: Dates aren’t recognised.

Solution: Excel dates must be in a recognised format. Calceum expects DD/MM/YYYY or a valid Excel date value.

  1. Select the date column in Excel 2. Right-click → Format Cells 3. Choose Date and select a UK format 4. Re-upload the file

”Category not recognised” error

Section titled “”Category not recognised” error”

Symptoms: Some transactions show category errors.

Solution: Categories must match exactly. Check for:

  • Typos
  • Extra spaces
  • Different capitalisation

Use the dropdown lists in the template to avoid errors.

Missing transactions after upload

Section titled “Missing transactions after upload”

Symptoms: Some rows weren’t imported.

Check:

  • Rows have all required fields (Date, Description, Category, Amount)
  • No hidden rows in Excel
  • No filters applied that hide data
  • Amounts are numbers, not text

Totals don’t match my spreadsheet

Section titled “Totals don’t match my spreadsheet”

Symptoms: Calceum shows different totals than your Excel Summary sheet.

Causes:

  • Filtered data in Excel hiding some rows
  • Formula errors in your Summary sheet
  • Transactions with errors that were skipped

Solution: Review the upload summary to see which transactions were imported and which had errors.

Submission Issues

Section titled “Submission Issues”

Submission failed

Section titled “Submission failed”

Symptoms: Error when submitting to HMRC.

Common causes:

  1. HMRC systems unavailable - Try again in a few minutes
  2. Data validation errors - Check the error message for specific fields
  3. Connection expired - Reconnect to HMRC and try again

”Obligation not found” error

Section titled “”Obligation not found” error”

Symptoms: Can’t submit because no obligation exists.

This means: HMRC doesn’t have an open obligation for this period. This can happen if:

  • You’ve already submitted for this period
  • The period hasn’t started yet
  • Your HMRC records aren’t set up correctly

Solution: Check your obligations in Dashboard → Obligations. If it shows as already submitted, you may need to amend rather than create a new submission.

Submission stuck on “Processing”

Section titled “Submission stuck on “Processing””

Symptoms: Submission shows as processing for more than a few minutes.

Solution:

  • Don’t submit again (this could create duplicates)
  • Check Submissions → History for the status
  • If still stuck after 30 minutes, contact support

Account Issues

Section titled “Account Issues”

Can’t sign in

Section titled “Can’t sign in”

Solutions:

  • Check your email address is correct
  • Use the Forgot password link to reset
  • Check your spam folder for verification emails
  • Try a different browser

Email verification not received

Section titled “Email verification not received”

Solutions:

  • Check spam/junk folders
  • Add noreply@calceum.com to your contacts
  • Request a new verification email from the sign-in page
  • Contact support if still not received after 15 minutes

Data Issues

Section titled “Data Issues”

Wrong business showing

Section titled “Wrong business showing”

Symptoms: You see a different business than expected.

Solution: If you have multiple businesses registered with HMRC, ensure you’ve selected the correct one in Settings → Business.

Missing historical data

Section titled “Missing historical data”

Symptoms: Previous submissions or obligations not showing.

Note: Calceum only shows data from when you connected. Historical submissions made through other software won’t appear, but HMRC still has them.

Getting More Help

Section titled “Getting More Help”

If your issue isn’t listed here:

  1. Check our FAQ for common questions
  2. Email support at support@calceum.com
  3. Include details: What you were doing, what error you saw, and any error messages