Troubleshooting and error messages

The code goes to the address you entered when registering and is valid for 1 hour. Try these in order:

1. Check your Spam / Junk folder The code email is often there.
2. Wait a minute or two Email sometimes arrives with a delay.
3. Request again Press Resend Code on the verification screen. Once the new code arrives, the previous code becomes invalid — enter the code from the most recently received email.
4. If you typed the address wrong Exit with Sign Out on the same screen and register again with the correct address. If you're stuck, write to us.

There are two reasons: either 1 hour has passed, or you requested a new code and are still trying the code from the old email. Either way, press Resend Code and enter the code from the most recent email. The code is digits only and six characters long; don't add spaces or dashes.

Case doesn't matter in the email, but it does in the password. Check whether Caps Lock is on and your keyboard language is correct. If you don't remember it, request a reset link with Forgot my password on the sign-in screen — the link is valid for 1 hour.

When you change your password, sessions on all devices close. If your phone and desktop look like they've "signed out," this is why; sign in again with your new password.

A temporary lock that protects your account against brute-force attempts. For the duration shown in the message, even the correct password isn't accepted; you have to wait. If you don't want to wait, reset your password with Forgot my password — resetting bypasses this lock.

How the same situation appears across the three products: in the web panel "Couldn't reach the server. Check your connection.", on desktop "Can't reach the server…", on mobile "No connection — your approved receipts will be sent once you're back online."

1. Check your internet Does another site open?
2. VPN / company firewall Corporate networks can block outside connections. Try turning it off, or connect through your phone's hotspot.
3. Try again in a few minutes There may be a brief maintenance window or outage.

Your receipts don't get lost. What you've captured on mobile waits in the Review queue and is sent automatically once you're connected; on desktop, receipts that can't be sent to accounting go into the sending queue and are retried once the connection is established.

Not a malfunction. You're signed out if you changed your password, signed out from a device, or the session went unused for a long time. Signing in again is enough — your receipts stay in the cloud archive, none of them are deleted. Details: Cloud archive and multiple devices.

This means a deletion request has been made for this account, or the account has been closed. If you started the deletion flow yourself and changed your mind, write to us. How the deletion process works: Settings and KVKK.

Your AI reading allowance has run out. Every plan has a monthly allowance: 10 documents on Free, 100 on Standard, 1,000 on Premium, and 5,000 on Premium Office. The message varies by plan: if your monthly allowance and add-on pack balance are used up, "Your monthly AI receipt allowance and add-on balance are used up."; if you're on the trial, "Your trial AI receipt allowance for today is used up… It renews tomorrow." When the allowance runs out, on desktop you carry on with local reading (📷 Local OCR); on mobile, receipts wait in the queue until the allowance renews or you buy an add-on pack.

1. Check what's left Remaining Allowance from the left menu in the web panel.
2. Buy an add-on pack or upgrade your plan The Payment tab in the web panel; the Go to Panel button in the desktop warning window takes you there. Add-on packs are available on Standard, Premium, and Premium Office; if you're on the Free tier, move to a plan first. How much allowance each plan has is on Pricing.
3. If you'd rather wait The monthly allowance renews at the start of the period, and the trial allowance renews the next day.

The storage quota is separate. The message "Your archive image quota is full." isn't about your receipt-reading allowance — it's about the space your images take up in the archive — Storage quota.

These aren't malfunctions, they're plan limits. The message itself states which membership is required: direct sending to accounting, accounting rules, and accounting software templates are only in Premium Office; multi-receipt is in Premium and Premium Office; exporting is available on Standard and above. If a feature is locked, the button is usually hidden or grayed out. Send to Accounting, Send Directly, Rules, and the accounting software templates, however, don't appear at all if your plan isn't Premium Office — no need to hunt for them. You'll find which feature is where in Where is what, and the difference between plans in Pricing.

Your account isn't locked: it continues on the Free tier, and your data isn't deleted. The receipt archive, Smart Home Memory, Spending Summary, and 10 AI readings a month stay available. Features that belong to paid plans — exporting, the larger AI allowance, multi-receipt, and the accounting features — turn off, and ads are shown on the Free tier. When you move to a plan again, they turn back on — Membership and payment.

When you scan the same receipt a second time, a second row isn't written to the archive; the existing record is returned and you're told "This receipt is already in the archive ✓". On desktop this shows up in the queue summary as "… duplicate skipped".

The app determines a match from the combination of these fields: tax ID, date, receipt number, and total — at least two of these must be filled in. For documents with a QR code, the document's unique number is also used, and if it's present, the match is certain.

If two rows still got created, one of the fields was read differently (e.g. the last digit of the amount). Deleting one is enough — Listing, detail, and correction. The reverse also happens: if you genuinely made two purchases on the same day, at the same place, for the same amount, and the receipts have a unique document number, both stay separate.

This appears when you try to edit the same receipt from two devices at the same time. The first case: the lock stays in place as long as the other device keeps the receipt open, and it's released once that window is closed. The second case: someone else saved while you were editing; the app loads the up-to-date version, and you need to reapply your change. Both exist to prevent data loss — Cloud archive and multiple devices.

This means the cloud session dropped while the program stayed open. Close the app completely and reopen it; the sign-in screen appears on launch. Receipts that piled up on your computer stay put and are sent once the session is renewed.

A temporary slowdown that kicks in when unreadable images are sent one after another. It's not an accusation — usually a batch of blurry or dark photos has been uploaded. Wait for the duration in the message, then continue with images that are sharp, flat, and shot in good light. The allowance spent on unreadable images is refunded.

Reading happens in a queue, it doesn't finish instantly. The window that appears after sending also says so. What you need to do:

1. Check the 🕒 Pending tab Every job shows up here individually; the number in parentheses on the tab title is the count of pending jobs.
2. Press 🔄 Update Completed jobs land in your list with this button.

Details: Reading and approval.

This appears the first time you open it. Right-click the app and choose Open; once you've allowed it once, it opens normally after that. The full setup: Installation and first launch.

This is a connection or integration-setting issue. Receipts that couldn't be sent aren't lost: they go into the sending queue and are retried once the connection is established — and also whenever you press 📤 Send Directly. Verify your address and key with the Test Connection button in the integration settings. Details: Sending to accounting.

If the message is "Invalid .xlsx file…", "Template couldn't be read…", or "No data sheet found in this file…", the file you uploaded isn't the expected template. You need to download the template from defterbeyan.gov.tr, from your own account, and upload the file without modifying it. Step by step: Defter-Beyan (GİB).

This means your session couldn't be renewed. Sign in again. If it keeps happening, your browser might have an extension that clears site data, or a "clear cookies on every close" setting; you can tell by trying a different browser.

The generic message that appears when the server couldn't return details. Refresh the page and repeat the action. If it persists, let us know what you were trying to do and the time by letting us know — we can check the logs.

Two different messages can appear:

• "You must add a card for automatic conversion." — Starting a trial from the web panel requires a registered card. Add the card from the Payment tab.
• "A trial can only be started once, and only on an account that hasn't made a selection yet." — This account has already gone through a period before; the trial allowance is one per account. You can choose a plan directly or continue on the Free tier — Pricing.

If you see "For subscriptions bought through the store, you can change your plan from the LA Fish mobile app…", your subscription was bought from your phone. Upgrading and downgrading is done from the ⭐ card in the LA Fish mobile app — under each plan it says when that switch takes effect. Cancellation is in the store's subscription settings. The web panel can't interfere with a store subscription; the reverse also holds: a web subscription is managed from the web panel. Details: Membership and payment.

There are two safeguards: a company containing receipts can't be deleted ("This company has N receipts…") — first move the receipts to another company or delete them. And "Your last company can't be deleted." — since receipts must belong somewhere, at least one record remains. Company / taxpayer.

If it's "This export format isn't included in your current membership plan." or "Accounting software formats are available only on the Premium Office plan.", the format choice is a plan limit: the Free tier has no exporting, universal Excel and CSV are on Standard and above, and accounting software templates are only in Premium Office — Pricing. If it's "Too many receipts…", the range you selected is huge: narrow the date range or select a single company and try again. Exporting.

A Grant Permission button appears on screen; press it and approve the permission your phone asks for. If you said "don't allow" before, this button may no longer open the system prompt — in that case you need to turn the permission on from your phone's Settings → Apps → LA Fish → Camera path. The Camera tab doesn't work without permission.

Another app might be holding the camera (a video call, another browser tab). First close that app completely, then remove LA Fish from the background too and reopen it. The image can also freeze if the phone has heated up and gone into throttling; wait a few minutes for it to cool down.

The top of the screen says what it's waiting for: "Waiting for focus…" or "Receipt not visible — expecting light-colored paper". In order:

1. Change the background Put the receipt on a dark, flat surface — this increases contrast.
2. Remove the shadow Don't let the phone's own shadow fall on the receipt.
3. Frame the whole thing Make sure all four edges of the receipt are visible; flatten it if it's wrinkled.
4. If it still doesn't work, switch to Manual mode Choose it from the bottom strip; a round shutter button appears and you make the call.

If you saw the "Added — but not sharp, retake if needed" warning, the receipt has entered the queue but its readability is low; taking a good shot and removing the bad one from the queue gives a better result. Adding receipts.

Below the record is the error text and a ↻ Retry button. If it's a temporary network issue, retrying is enough. If the error says "couldn't be read," the receipt needs to be reshot, more clearly. The queue isn't sent on its own; you give the approval with Upload and Read — Reading and approval.

Not every QR code carries receipt information. If you saw the "This QR code doesn't carry receipt information" warning, that code only contains a web link — the document opens on a website, and the amount/date/tax ID aren't inside the code. Bank slip QR codes are the same way.

The fix is inside the warning: press Switch to Receipt Mode and shoot the receipt in normal mode; the fields are filled in by reading the text. The message "QR code read but receipt fields couldn't be extracted" means the same thing.

Because QR code and multi-receipt mode write directly to the archive, these modes require the archive to be on. The Allow and turn on button in the warning both records your explicit KVKK consent and turns the archive on. If you want to read what gets recorded first: Cloud archive and multiple devices.

Payment is handled on the store's side (App Store / Google Play); the error comes from there too. Note: if you closed the store window yourself, no error is shown, the transaction is silently canceled.

1. Check your store account Is a valid payment method set up, is the balance/limit sufficient, is family approval required?
2. Try again The store side can give a temporary error.
3. If payment went through but membership didn't unlock Press ⤓ Restore Purchases in the Account tab.

If you see "A storage subscription can only be purchased with an active paid membership (Standard, Premium or Premium Office)." or "Add-on packages can only be purchased with an active paid membership (Standard, Premium or Premium Office).", the issue isn't the payment, it's the order: your main membership needs to be active first. Neither can be bought on the Free tier or during the trial.

No purchase for this app was found on your store account. There are two usual reasons: you made the purchase with a different store account (switch your phone's store account and try again), or you bought your subscription from the web panel. In the second case there's no need to restore — your membership is recognized automatically once you sign in with the same LA Fish account.

On the plan selection screen, the trial is shown only if you're eligible; if you're not, it reads: "Your free trial has already been used — the store gives one per account." This decision belongs to the store, not to LA Fish; the same store account gets the introductory offer for the same subscription once. Instead of waiting for a trial that won't appear, you can choose a plan directly or start on the Free tier with Continue Free — Pricing.