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.

Is there a Quick Start video guide for KEYPrime Intro?

Yes. You can watch our KEYPrime Intro quick start video below.

Can I import my nominal codes to KEYPrime Intro?

Yes, if you have Microsoft Office 2007 or above (not Starter version) and have not already started your data entry you can import your nominal code list through the keyhole on the top left of the application screen by selecting ‘Import Standard Nominal Code List’ and browsing to the import file.

The PrimeIntroNominalCodeList template can be found under ‘C:\Users\username\Documents\KEYPrime\Document Templates’ or downloaded from our resources page and can be edited to the required nominal structure before importing.

Can I setup a Customer as a Supplier?

Yes. Edit the Customer/Supplier record and tick the ‘Is Customer’ or ‘Is Supplier’ check box. This option should be used if you are planning on offsetting Sales Invoices/Credits against Purchase Invoices/Credits. If not, then it is advised that you create a separate trader.

How do I send a backup to my accountant?

On the Launchpad, click on the ‘Backup’ button and backup your data to your chosen location. The backups can generally be too large to send via email and you should therefore ask your accountant if they have a means of transferring large files, alternatively, there are several sites that can be used free of charge to send large files.

How do I backup a single company?

KEYPrime backups are taken on a database level, this means that when you take a backup it will backup all companies within that database.

To backup a single company;

Select company on Launchpad

Go to Administrator > Tools > Extract Company

Backup will take longer than normal as it will backup the full database then remove the records relating to all other companies.

IMPORTANT NOTE: A single company backup CANNOT be restored to the database.

Do you have guidelines on VAT Code recommendations?

View VAT Code Recommendations here.

Can I import my bank statements into KEYPrime?

Yes, watch our video explaining how to import your bank statements below.


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 enter an asset purchased on a Hire Purchase Agreement (includes part exchange)?

The simplest method to enter your new asset on HP with a part exchange is by entering a bank payment.

The Bank payment should be posted as below with the first item line going to your assets nominal which should be in the Current Assets group.

The second item line will also go to the same nominal but will be as a negative value as this is the value of the asset you have part exchanged. If there is no part exchange, you can ignore this line.

The third line should be posted against a new nominal for the amount financed, this will be within the Liabilities group and again will be entered as a negative value.

Finally, if relevant any charges included on your initial payment should be posted against your HP interest and charges nominal.

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 bounced Cheque?

If you have entered a bank receipt which has subsequently bounced, enter a bank payment to the same nominal as the bank receipt using the bounced cheque date on your statement.

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 add/attach a document to my invoice?

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 add a Sales Invoice / Sales Receipt?

Watch our video below taking you through how to add a sales invoice and a sales receipt

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 view our additional guidance notes


How do I run my year end in KEYPrime Intro?

Watch our short video for hints and tips on running the year end. You can also read this checklist document.

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.


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

Check our flow chart below on rectifying this issue.

Can I change my stationery layouts?

Yes, watch our video below.

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.

When instructed by a member of the Landmark team, download these Microsoft Excel templates to speed up set up of your software:

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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