To report a problem, click the bug icon in the top navigation bar, describe what happened, attach a screenshot or a short screen recording if it helps, and click Submit report. A support ticket is created right away and its number appears on screen.

Open the bug reporter

1. Log in to LedgerSync.
2. Click the bug icon in the top navigation bar. When you point at it, it shows Report a bug.
3. The Report a bug panel opens.

Add a screenshot or video

Attachments are optional. Each report can hold one screenshot or one video, not both. You can:

• Click Capture a screen grab to take a picture of the screen. Your browser first asks what to share. After the capture you can click Annotate to mark up the picture.
• Click Capture a video to record the screen while you show the problem. The recording has no sound. A small recording panel lets you Pause, Resume and Stop, and shows the length and size of the recording so far.
• Drag and drop a file onto the panel, paste one with Ctrl+V (Cmd+V on a Mac), or click Browse for a file to pick a screenshot or video saved on your computer.

Screenshots can be up to 15MB and videos up to 200MB. A recording stops by itself when it reaches 200MB.

Video tips

• Videos up to 20MB are attached directly inside the ticket.
• Videos larger than 20MB still work, but reach our support team as a download link instead.
• Please keep recordings under 20MB when possible. Short, focused recordings that show only the steps of the problem work best.

Fill out the report

1. In What had happened?, describe the problem: what you were trying to do, what you expected, and what happened instead. Type at least 10 characters to turn on the Submit report button.
2. If you open the bug reporter on the Summary page under Bank Connections, two more fields appear: Client and Bank. Client is filled in with the client you have selected, and Bank with the bank you have selected in the list, if any. You can change them, and neither is required.
3. Add your screenshot or video, if you have one.
4. Click Submit report.

After you submit

A support ticket is created automatically and goes to the LedgerSync support team. The panel shows Thank you! and your ticket number, with a button to copy it. Keep this number for any follow-up.

Need help?

If you have trouble submitting a bug report, email support@ledgersync.com.