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FAQ - Common Issues - General Ledger

Q: I submitted a journal entry for approval but it's not appearing in the approval queue — why?

Most common causes:

  1. The entry was not fully submitted. Make sure you clicked Submit for Approval — not just Save. A saved entry stays in Draft status and will not appear in the approval queue.
  2. A GL account is not properly assigned. If a required GL account is missing or misconfigured on the entry, it may not route correctly. Verify all account fields are populated.
  3. Workflow is not configured for this entry type. Confirm with your administrator that an approval workflow has been set up for journal entries.

📧 If all of the above look correct and the entry still does not appear, contact Client Support with the journal entry number.

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Q: Why is a GL account not shown in the Journal Entry form?

If a GL account you need is not appearing in the dropdown, the most likely causes are:

  • User permissions: Your user account may not have access to that segment or department. Contact your Aclarian administrator to review your access level.
  • Account is inactive: The account may have been marked inactive. An administrator can check its status in the Chart of Accounts.
  • Segmentation filter: If your organization uses segmentation, ensure the correct segment is selected in the form before searching for the account.

If the account is active and your permissions look correct, please contact Client Support.

📧 If the account is active and your permissions look correct, please contact Client Support.

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Q: A pooled cash entry isn't appearing in my Bank Reconciliation — what should I check?

Work through the following checklist:

  1. Confirm the entry is fully posted. An entry in Draft or Pending Approval status will not appear in the Bank Rec. Verify it has a Posted status.
  2. Check the posting date. The entry's posting date must fall within the reconciliation period you are viewing.
  3. Verify the account mapping. The account on the journal entry must be mapped to the correct Cash in Bank account for it to appear in the Bank Rec.
  4. Refresh the Bank Rec screen. A page refresh is sometimes needed after recent postings.

📧 If the entry is posted with the correct date and account and still does not appear, contact Client Support with the entry number and reconciliation period.

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Q: Transactions are not mapping to the correct Cash in Bank account — how do I fix this?

This usually occurs when an organization has multiple bank accounts and the cash account mapping is not configured to match each fund to the right bank.

Things to verify:

  • If your organization operates with separate bank accounts per fund, each fund's Equity in Pooled Cash account should map to its corresponding Cash in Bank account.
  • If transactions are cross-posting between bank accounts unexpectedly, review the account mapping configuration with your administrator.

📝 Note: In many cases, if your bank statements balance correctly and your Cash in Bank and Equity in Pooled Cash amounts reconcile, this may be a display preference rather than an error. Contact Client Support if you would like to review or update your cash account mapping configuration.