Fondo Common Errors

Overview

Quick reference for common Fondo platform issues and their resolutions.

Prerequisites

• A finance owner, opaque case ID, redacted telemetry, and an authorized support path.
• A safe synthetic or read-only reproduction; do not use live tax/payroll records for routine diagnostics.

Instructions

1. Classify the issue as access, sync, categorization, reconciliation, filing workflow, or data-retention concern.
2. Reproduce with the smallest permitted probe, then review configuration, integration scope, source mapping, and queue state.
3. Apply a reversible correction, record the review decision, and verify a safe failure path.
4. Escalate possible financial-data exposure or filing-impacting discrepancies to the finance owner.

Output

Return a redacted diagnostic receipt with case ID, category, safe reproduction, action, verification, owner, and follow-up. Never include transactions, payroll, tax documents, account details, or credentials.

Error Handling

• Do not make tax eligibility, filing, or payment decisions from an automated error flow.
• Quarantine mismatches for professional review and use bounded retries for transient integration failures.
• Stop sharing evidence if it contains sensitive financial data or secrets.

Examples

Use a fictional categorization discrepancy, record only an aggregate error category, correct the mapping in a test fixture, and route the result to the authorized finance reviewer before any live change.

Integration Sync Issues

Issue	Cause	Solution
Bank transactions not appearing	Plaid connection expired	Dashboard > Integrations > Re-connect bank
Gusto data stale	OAuth token expired (90-day limit)	Re-authorize in Integrations
Stripe revenue missing	Webhook not configured	Connect Stripe in Dashboard > Integrations
Duplicate transactions	Multiple connections to same bank	Remove duplicate in Integrations
Payroll amounts wrong	Mid-period payroll change	Notify Fondo CPA via Dashboard > Messages

Categorization Errors

Error	Fix
Software expense marked as Office	Recategorize in Transactions, Fondo learns
Contractor marked as Vendor	Ensure 1099 classification matches in payroll
Inter-company transfer as Revenue	Mark as Transfer in Transactions
R&D expense not flagged	Tag employee/activity as R&D in Dashboard

R&D Credit Issues

Issue	Cause	Solution
Credit is $0	No qualifying W-2 employees	Hire W-2 (not 1099) for R&D work
Credit lower than expected	Activities not properly documented	Schedule call with Fondo CPA team
Ineligible (>$5M revenue)	Exceeds startup threshold	Credit still available, just not payroll offset
Missing contractor hours	Time tracking not connected	Upload contractor time logs manually

Escalation

1. Dashboard > Messages > New Message (response within 1 business day)
2. Schedule call with CPA team via Dashboard > Support
3. For urgent tax deadlines: email support@fondo.com

Resources

• Fondo Help Center
• R&D Credits FAQ

Next Steps

For diagnostic data collection, see fondo-debug-bundle.