Support videos and documents for customers using
KEYPrime Accounts or KEYPrime Advanced.


How to gain access to companies when ‘No Licence is available’?

Press the Administrator button on the Launchpad

Go to ‘Tools’ > ‘Licence Summary’

Select ‘User’ & clear; close that dialogue box then try to sign in again.

I am getting an error message ‘Landmark Updater Service is not running, Launchpad needs to run as Administrator to start’.

For Windows 10 users, please go to the search bar on your desktop and search for ‘Services’.

Look for: ‘Landmark Support Services’ and ‘Landmark Updater Services’

If the ‘Status’ [2 on screenshot below] is blank on either of them, you will need to start them by right clicking on the line, then clicking on ‘Start’/

If the statuses say ‘Started’ or ‘Running’, right click and select ‘Restart

Then try logging in again.


How do I enter my VAT receipt/payment from HMRC?

For receipts; go to Entries > Sales Receipt > Enter CUSTOM (or whomever you have designated as your HMRC VAT trader) in the Customer Code field. Enter the Method, Date and Value and put a Y next to the VAT invoice.

For Payments; follow the same process as above but select Purchase Payment instead of Sales Receipt.

How do I Part Exchange a tractor with a new Hire Purchase Agreement?

Click here to download and print our help document.

Why are some outstanding purchase invoices not showing on my WTP?

There are several possibilities for why an invoice may not show on the WTP screen, if you check all the below you will find your reason:

a. Check that the ‘Payment Date’ on WTP is on or after the invoice date.

b. Check that the ‘Last Due Date’ on WTP is on or after the due date on the invoice.

c. Check you have not ticked to show ‘Only transactions with this bank’ or ‘Only transactions with this method’ ticked. If you want to use this filter then ensure your invoice has the correct bank or method selected.

d. Ensure the invoice is still outstanding. You can check this by running an age of credit report by transactions. (Suppliers > Age of Credit)

e. If you have the Electronic Banking Module and have set the payment method to Electronic, you must ensure that you have entered all the suppliers’ bank details on the Suppliers > Bank tab.

How do I enter a bounced Cheque?

Click here to download and print our help document.

Why can I not select a VAT code other than O (Outside Scope)?

Go to Setup > Business Details and ensure that you have entered a VAT number so that KEYPrime recognises that this is a VAT registered business. You will then be able to select from your different VAT codes.

How do I enter a new loan I have taken out from the bank?

We recommend you create a new nominal in the LIABILITY group and post a bank receipt to your relevant bank using your new nominal.

When paying back your loan, post a bank payment with the capital amount being posted to the loan nominal and the interest posted to your interest charges in the overheads group.

An alternative method would be to setup the loan account as a bank account and enter bank transfers from one account to the other, however, we do not generally recommend this method as you cannot see the cash movement on your cashflow reports.

How do I enter my fuel scale charge?

Firstly, setup a new nominal named ‘Fuel Scale Charge’ in the group MISC. RECIPTS. Now, go to Entries > Recurring Entries > New > select Nominal Journal and OK. Enter the Frequency required for your journal and the start date you wish to begin posting your fuel scale charge.

First line goes to the new income nominal and is standard rated VAT set as Output Tax. The amounts should be calculated using HMRC’s VAT rate tables. Enter as CR Net and CR Vat.

Second line is also to the income nominal but O VAT and just the net value from your first line. Enter as DR Net.

Third line is your Fuel cost nominal and O VAT and just the VAT value from your first line. Enter as DR Net.

How do I write off (scrap) an asset?

To write off an asset from your asset register, simply go to Fixed Assets > select the asset you wish to write off > click the ‘Write Off’ button > enter a write off date and comment then click OK.

How do I add documents?

You can add documents in several areas of KEYPrime. Click here to find out more on how to set this up and make your way to a paperless office.

How do I post recharges?

You can post recharges direct from the initial data entry screen in KEYPrime. Click here to find out more on how to use this feature.

How do I use AutoEntry with KEYPrime?

You can watch our tutorial video below. Or view our additional guidance notes.

How do I use Receipt Bank with KEYPrime?

You can watch our tutorial video below. Or view our additional guidance notes.


How do I run my year end on KEYPrime?

Watch our video below for guidance.

How do I allow edits to my opening balances?

To allow users to make edits to opening balances, go to Setup > Entry Defaults. Select ‘Disallow entries to opening balance’ and enter a date prior to your current Financial Year which shows at the bottom of your screen. Now ensure the ‘Disallow entries to opening balances’ is unticked. The Opening menu will now show on the top menu bar.

How do I change my Fixed Asset opening values to match my accountant?

Go to Opening > Fixed Assets. Select the fixed asset you wish to change the value of and click the Edit button at the bottom of the listing screen. Enter the opening book value required then Save.

Note: Do not forget that any changes to opening balances will post an equal and opposite entry to the suspense account (@SUSP), you will therefore need to make the relevant adjustment to your retained profit & loss.


Getting an error, ‘Could not determine which layout to use’ when printing?

Check our flow chart below on rectifying this issue.

How do I include bank details on my invoices?

If using our standard template, go to Setup > Messages and enter your bank details. These details will be printed on new invoices only

Alternatively, you can customise your template and hardcode the bank details. Go to Setup > Layouts > Customise the sales invoice and double click on the ‘Invoice.InvoiceMessage’, then select expression and enter your bank details.

How do I add a logo to my sales Invoice?

The easiest way to do this is to start from our standard template, ‘SalesInvoice_Logo – template’. Go to Setup > Layouts > Select the logo template and click on ‘Customise’.

When you have loaded the template, double click on the KEYPrime logo and click ‘Open’. This will open a windows browser from where you can browse to and select your logo file by double clicking on the file or selecting it and clicking ‘Open’.

You can move the logo field around and change its size and once you are happy can save the template by clicking on the save button on the top left of the screen and give your template a name.

Can I change my stationery layouts?

Yes, watch our video below.

Need help?

Our support team is available Mon – Fri 9:00am to 5:30pm.

Call us on 01798 877100.

Alternatively, why not get us to call you?

Request A Callback
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