Support Tips and Tricks

When submitting a support request, there are a few steps you can take to help ensure that your issue is resolved as efficiently as possible

• Make the Platform Your First Stop: Most of the time, our support inquiries are service questions, or feedback on the bookkeeping questions we may have. Communicating via your user portal allow for you to easily reference any specific documents or accounts in question, and may save several steps/get you to your resolution much faster than going through our support team channel. If your support need is more along the lines of a service inquiry or comment, try the user portal first!
• Be specific: if a ticket reads “Platform isn’t working,” support specialists cannot begin investigating the issue until they know what you're seeing on your end that is different from the expected behavior.
• Clarify with visuals and examples: it can be hard to describe an issue with words, particularly if it’s only happening on your browser, your device, or your office network. It's helpful to include screenshots, videos, GIFs, or steps on how to recreate the scenario when possible.