User error messages and what to do (chatbot reference)
support
25 May 2026
5 min read
User error messages and what to do (chatbot reference)
Maps what the user sees or says to guidance. Users quote on-screen text and toasts — not background API codes. Match their words first, then check context below.
Subscription and trial
User sees or says
What it means
Agent action
Banner: “Subscription ended — view only” with RENEW
Paid plan lapsed; read-only mode
Menu → Subscription, or calcal.uk membership. Data is safe; renew to edit again.
Toast: “Your subscription has ended. Renew to edit your data.”
Same as above on save attempt
Same — renew subscription
“Your subscription has ended. Renew to change your PIN.”
Read-only blocked PIN change
Renew first, or Forgot PIN if locked out
Banner: “Free trial” / “Trial ends [date]” with UPGRADE
Still on trial
Normal — mention limits below if they hit a wall
“You have reached your trial limit. Upgrade to add more.”
Generic trial cap (toast)
Subscription screen; explain which limit below if known
“You have reached your limit of 250 customers on your trial.”
Customer cap
Upgrade or remove unused customers
“You have reached your limit of 50 suppliers on your trial.”
Supplier cap
Upgrade
“You have reached your limit of 50 assets on your trial.”
Asset cap
Upgrade
“Can’t save” + no obvious message
Check dashboard banner first; then PIN prompt
Read-only vs trial vs validation
Signup, mobile, PIN
User sees or says
What it means
Agent action
“This mobile number has already been used on another CalCal free trial account…”
Phone dedupe at signup/PIN setup
Log in to existing account or paid plan — see 10929-pin
“You have already used your free trial. Please log in or choose a paid membership.”
WP registration block
Same
“Incorrect PIN. Please try again”
Wrong permanent PIN
Remaining attempts before lockout — see 10929-pin
“Too many incorrect PIN attempts” / locked out
PIN lockout
Forgot PIN? → SMS recovery — 10929-pin
“Last 3 digits do not match those we have on record”
Forgot PIN phone check failed
Retry digits; unverified path may ask full number — 10929-pin
“Phone number not yet verified”
OTP path needs verification
Complete phone step or support
SMS wait / try again later (rate limit)
Too many texts today or cooldown
10929-pin — wait time shown in app
National Insurance
User sees or says
What it means
Agent action
“This National Insurance number has already been used on another CalCal free trial account…”
NI dedupe
Contact support if paid subscriber; else existing account
Daily entries and VAT
User sees or says
What it means
Agent action
“The VAT period for this receipt has been submitted.”
Delete/edit blocked — submitted VAT
Explain period lock; correcting entry in later period — 10971
“The VAT period for this expense has been submitted.”
Same for expense
Same
Validation: “The VAT period for this receipt has been submitted” (on save)
Editing date into locked period
Change date or explain lock
“VAT does not add up. Please correct.”
VAT fields inconsistent
Check net + VAT = gross on form
“You cannot edit this expense, edit the underlying asset directly”
Expense linked to asset register
Assets tab or Settings — not expense form
Invoicing
User sees or says
What it means
Agent action
“Invoice has total”
Can’t delete non-zero invoice
Edit down or void workflow
“Invoice already sent. Issue credit note instead”
Sent invoice protected
Credit note flow — invoicing.md
Invoice became read-only / void
Credit or void applied
Expected — invoicing.md
Alert about credit invoice making original read-only
User creating credit note
Confirm they understand — invoicing.md
People (customers / suppliers)
User sees or says
What it means
Agent action
Delete fails / “Customer has transactions”
Balance or history on account
Clear or reassign transactions first — people article
Same pattern for supplier with balance
Outstanding supplier entries
Clear balance first
Onboarding and business type
User sees or says
What it means
Agent action
“Business type already set” (or cannot change in Settings)
One-time choice at onboarding
Support if wrong type chosen early — onboarding article
“Set business type first”
Onboarding step skipped
Complete business type step
“Could not add category”
Category save failed
Retry; check connection and subscription
Tax and HMRC
User sees or says
What it means
Agent action
“Year already submitted”
Legacy SA year locked
Amend flow if available — tax articles
“HMRC connection required”
Not connected or token expired
Reconnect from VAT or Tax screen — 10921
“Cannot edit locked year”
MTD/SA year submitted
Expected lock
Stuck on redirect after HMRC login
OAuth window / timing
Close and reconnect within a few minutes — 10921
“Validation error: …” on form
Field-level issue
Read the appended message; fix that field
Offline (see also offline-sync doc)
User sees or says
What it means
Agent action
“Offline — changes will sync when you reconnect.”
Queuing enabled
Normal — stay online briefly after reconnect
“N changes waiting to sync…”
Outbox pending
Wait for sync; don’t duplicate saves
Transfer/asset won’t save while offline
Not supported offline
Needs connection — offline-sync doc
Decision tree: “Something won’t save”
User: won't save / error when saving
├─ Dashboard: "Subscription ended — view only"? → Renew
├─ Toast about trial limit? → Upgrade; quote specific limit if shown
├─ Banner: "Offline…" or "…waiting to sync"? → offline-sync doc
├─ PIN screen blocking app? → Enter PIN
├─ VAT period submitted message? → 10971; period lock
├─ Validation error with field text? → Fix that field
└─ No clear message → Ask exact wording on screen; check Subscription + connection
