Collect the right details before contacting support

Prepare a clear support request by capturing the current session log, confirming the workflow you were using, and writing down the visible result before you reach out.

Purpose

Use this workflow when you want to save time with support and avoid a back-and-forth for missing context.

Prerequisites

  • You can reproduce the issue or describe the workflow that led to it.
  • You can open the Support tab.
  • You know which company, page, and workflow were involved.

Steps

  1. Reproduce the issue once if it is safe to do so, so the current session log includes the relevant actions.
  2. Note the active company, page, and workflow you were using when the problem happened.
  3. Write down the visible result:
  • What you expected to happen.
  • What happened instead.
  • Whether the issue blocks work completely or only slows it down.
  1. Open Support.
  2. In Support Activity Log, select Download Log.
  3. Keep the downloaded text file ready to attach or quote when you contact support.
  4. Choose the support path that fits your need:
  • Use the email, Telegram, or Discord details in Contact for direct outreach.
  • Use View or Submit Bugs for known issues or bug submission.
  • Use Schedule Support Call when you need a guided session.
  1. Include the company name, workflow, timing, and log file when you contact support.

Expected Result

Your support request includes the core details needed to investigate the issue, and the exported log gives support a text record of the captured session activity. Current general ledger impact as of 2026-05-11:

  • Downloading the support log does not create or modify any ledger transaction.
  • Collecting support notes, opening contact links, and scheduling help do not affect account balances or financial reports.

Common Mistakes

  • Contacting support without naming the company or workflow where the issue occurred.
  • Downloading the log before reproducing the issue you want support to inspect.
  • Clearing the log before you save the file you plan to share.
  • Treating support activity as an accounting workflow. Support actions are informational and operational only.

Info

  • App sections: support
  • Last validated: 2026-05-11
  • Screenshot status: not-started