Support

Getting help

Support runs through the same route as everything else: the form on the homepage. There is no separate ticket portal to sign into, and no phone tree.

If you are already a customer, send from the email address on your account and say so — it puts your message in front of someone who can look at your configuration rather than answer generically.

What to include

Most of the delay in a support exchange is the second message asking for what the first one didn’t say. These four things usually remove it:

• The property or lease you were looking at, by name.
• What you expected to see, and what you saw instead.
• The year or reconciliation involved, if the question is about recovery.
• Whether the number in question is on a locked reconciliation or a draft one.

Please don’t send tenant personal information or account credentials. We never need either to answer a question.

When to expect a reply

We answer during US business hours and aim to reply to every message within one working day. If something is stopping a reconciliation from going out, say that in the first line and it moves to the front.

Support is answered by people who work on the product, so the person replying can usually change the thing you are asking about — and we would rather set a response expectation we can meet than advertise one we can’t.