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

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 begin your bug report.

A pop-up will ask, “Do you want to attach a screen grab of the current screen?” You’ll have two choices — Attach Screen Grab or Continue Without. Both options are covered below.

1. In the pop-up, click the blue Attach Screen Grab button. This captures only your current LedgerSync page — nothing else on your computer. A small preview will appear.
2. Click Allow to continue, or Cancel to skip it. Either way, you’ll move to the next screen to upload an image and describe the problem.
3. In the description box, summarize the issue. Please provide information such as the client name, bank name, account number, and what issue you are experiencing, along with any other relevant details. The more detail you provide, the faster we can help.
4. To point out exactly where the problem is, use the Annotate tool (the pencil icon). It lets you add arrows, boxes, text, and colors to highlight the key details.

   Note: The annotation tools (arrow, boxes, colors, and so on) are located in the top-left corner of the screengrab.

   
5. In this example, an arrow highlights the First Capital Bank Premium connection where the issue is occurring, and Account 6782 is marked so our team knows exactly which statements to focus on.
6. When you’re happy with your annotations, click the blue Save Annotation button in the top-right corner.
7. You’ll return to the Report a Bug screen to review your information before submitting.
8. Once everything looks correct, click Submit Report to send your bug report to LedgerSync Customer Service.
9. A confirmation message will appear, along with your support ticket number.
10. Click the blue copy icon next to the ticket number to copy it, then save it somewhere safe for your records.
11. 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.

Prefer not to use the automatic screen grab? You can still report your issue — and attach your own image if you’d like.

1. When the pop-up appears, click Continue Without.
2. You’ll be taken to a screen to describe the issue. Please include the client name, bank name, account ID, and a clear description of the problem.
3. To include your own image, attach one here — browse for a screenshot on your computer or drag and drop it into the box.
4. You can also capture your LedgerSync page here if you decide you’d like a screenshot after all.
5. If you’re happy with the captured image, click Allow. If not, click Cancel to continue without it.
6. When you’ve reviewed your information, click the blue Submit Report button to create your support ticket.
7. A confirmation message will appear with your support ticket number.
8. Click the blue copy icon next to the ticket number to copy it for your records.
9. The LedgerSync Support team will then follow up by ticket and email with next steps or a resolution.

Need Help?

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