# Problems and fixes

Forgotten password, file open elsewhere, import problems, and agent connection problems.

## I forgot my password

Unlock with the [recovery key](https://rightobooks.com/help/business-file.md) instead, then set a new password in **Settings**. If you have neither the password nor the recovery key, nobody can open the file. Righto has no server copy and no reset.

## Righto says that the file is open somewhere else

Only one program can open a business file at a time. Close it in the other Righto window, stop `righto serve`, or wait for the other Mac to close it. If a copy of the file is in a synced folder, open only one copy.

## Righto says that I have three businesses

One installation holds up to three businesses. Remove one from the business list to add another. Removing it from the list does not delete the file.

## An import shows zero new rows

You already imported those lines. Righto never imports the same lines two times. Check the earlier import in **Transactions**.

## The amounts in a CSV import have the wrong sign

Go back to the format settings and change the sign direction. Some banks show money out as a positive number, and some credit card files show charges as positive.

## A PDF import has wrong rows

PDF layouts differ from bank to bank. Correct or skip the wrong rows in the preview. If many rows are wrong, ask the bank for a CSV, OFX, or QFX file for the same period.

## The reconciliation difference is not zero

Look for a missing import, a line imported two times, a transaction in the wrong account, or a wrong opening balance. Do not add an entry only to make the difference zero. See [Reconcile an account](https://rightobooks.com/help/reconcile.md).

## My agent cannot connect

Check these in order:

1. Terminal finds the commands: `righto --help` works. If not, choose **Righto > Install Command Line Tools…** and open a new Terminal window.
2. Righto is open and the business is unlocked, or `righto serve` is running.
3. Run `righto status --connection <name>` in Terminal. It shows the problem.
4. The connection is not revoked: check **Settings**, **Agent Access**.
5. The agent uses the same connection name as Agent Access shows.
6. If you moved the file to a new Mac, make a new connection there.

An agent gets "access refused" when its level does not allow the work. Change the level in Agent Access if you want it to do that work.

## An agent made a change that I do not want

Open **Activity**, find the change (it shows the agent's name), and choose **Undo**. Or revoke the connection to stop the agent at once.