How to Report a Bank Connection Bug in LedgerSync

How to Report a Bank Connection Bug in LedgerSync

Notes

Purpose: This guide walks you through reporting a problem with a bank connection in LedgerSync. Submitting a bug report creates a support ticket for the LedgerSync Customer Service team and sends you a confirmation email so we can investigate and get back to you.

Some Examples of Bugs / Errors / Issues
  1. Statements not aggregating
  2. Check images not aggregating
  3. Transactions not aggregating
  4. Error connecting to a bank
  5. Unable to fix a bank connection

Important: Please report only one bank connection issue per bug submission. Combining multiple clients or banks into a single ticket makes it harder for our team to troubleshoot and can delay a resolution.

Getting Started
  1. Log in to your LedgerSync account.
  2. In the left panel, select the client name that is experiencing the issue and go to their Summary page.
  3. In the top bar of LedgerSync, locate the bug icon next to the Ask AI button.
  4. Click the bug icon to open the Report a Bug window.
Filling Out the Bug Report

The Report a Bug window has two sides. On the left, you can optionally attach a screen grab or video. On the right, you provide the required details — what happened, the client, and the bank.

  1. (Optional) Attach a screen grab or video. A visual helps our team see the exact error and speeds up troubleshooting. You can:
    • Click Capture a screen grab to capture your current LedgerSync page.
    • Click Capture a video to record a short walkthrough (up to 200MB).
    • Drag and drop, paste (Ctrl / ⌘ + V), or Browse for a file to upload your own screenshot or video.

    Tip: Attaching a screen grab or video is optional but strongly recommended — it shows us the exact error along with helpful on-screen details.

  2. In the description box, describe the issue and what went wrong. Include as much detail as possible — the more context you provide, the faster we can help. (Required)
  3. From the Client drop-down, select the client experiencing the issue. (Required)
  4. From the Bank drop-down, select the bank with the broken connection. (Required)
  5. Click Submit Report.

  6. A confirmation message will appear with your support ticket number. Click the blue copy icon to save it somewhere safe for your records.

  7. That’s it! The LedgerSync Support team will keep you updated through the support ticket you just created. You’ll receive each update as an email, so keep an eye on your inbox for next steps or a resolution.
Alert

Need Help?

If you need further assistance, please reach out to LedgerSync Support at support@ledgersync.com.