Help troubleshooting

Help Centre

Troubleshooting

Solutions to common issues and how to get help.

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I Cannot Connect to HMRC

Problem

You click Connect to HMRC but it fails or you get an error message.

Solution

HMRC tokens expire after 18 months. Go to Settings and click Reconnect HMRC. Make sure you have your Government Gateway credentials ready. If the problem persists, try clearing your browser cache or using a different browser.

Invoice Shows as Overdue but is Paid

Problem

An invoice still shows as Overdue even though the client has paid you.

Solution

You need to record the payment against the invoice. Open the invoice, click Record Payment, and enter the payment details (amount and date). The status will update automatically. If you have Stripe connected, online payments are recorded automatically.

My VAT Figures Do Not Look Right

Problem

Your VAT return figures seem incorrect or different from what you expected.

Solution

Check the following:

✓All invoices and expenses have the correct tax codes assigned
✓Check for any VAT adjustments that may have been made
✓Ensure the date range matches the VAT period exactly

Importing Data from Another Tool

Switching to Mint Books?

Data import is available for client lists and financial data via CSV. If you are migrating from a specific platform (QuickBooks, Xero, FreeAgent, or others), contact support@mintbooks.app and we will help you move your data across.

Changing Your Business Type

Go to Settings and update your business type. The app will show or hide features accordingly. For example, switching from Sole Trader to Limited Company will show corporation tax features and hide Self Assessment.

Security and Privacy

🔒 Encrypted

All data encrypted in transit (TLS/HTTPS) and at rest (AES-256).

🔐 Secure Tokens

HMRC and bank tokens stored encrypted. Passwords hashed with bcrypt.

👥 Multi-Tenant

Every query scoped by organisation. Architecturally impossible for another org to see your data.

🚫 No Tracking

No selling data, no marketing sharing, essential cookies only. Full GDPR compliance.

Data Retention: Financial records retained for the HMRC-required minimum of 6 years. Records are soft-deleted (hidden from view but preserved) rather than permanently removed.

Account Deletion: Contact support@icertifi.co.uk to request account deletion. Personal data is removed within 30 days.

Still stuck?

Our support team is here to help.

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