Getting help
What to try first, what to include when you contact support so the first reply is useful, and what to do when something is urgent.
How-toFor Business owners, Bookkeepers, Firm staff, Portal clients, Developers
Before you write
- Ask the assistant on this page — it searches every article and cites what it used.
- Check Exceptions, if work seems to have stopped happening.
- Check the audit trail's event log, if a number changed unexpectedly.
- Confirm the scope and date range on any report that looks wrong.
What to include
The difference between a same-day answer and three rounds of clarification is almost entirely in the first message.
- The entity and the period concerned.
- What you expected, and what you saw instead.
- The exact figures, if numbers are involved.
- Any identifier — a journal entry number, an invoice number, a request identifier from an API response.
- What you already tried.
- A screenshot, if the problem is visual.
Genuinely urgent
Say so plainly, and act rather than waiting, if:
- Chain verification failed — stop posting to that entity and contact support immediately.
- You suspect unauthorized access — remove the access and rotate API keys first, then write.
- A payment went to the wrong party — contact your bank as well; recovery is time-sensitive.
- Payroll cannot be approved before its deadline — the deadline does not move.
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