Overview

When something isn't working as expected in LedgerSync, the fastest way to get help is to show us exactly what you're seeing. LedgerSync's built-in Report a Bug tool lets you attach a screenshot, screen recording, or video directly to a support ticket — no scheduling a call, no back-and-forth emails trying to describe the problem.

This is especially useful for issues that are hard to explain in words, such as a cloud storage sync not working, a bank connection behaving unexpectedly, or a feature that appears broken on your screen.

How to Access the Bug Reporter

1. Log in to your LedgerSync account.
2. Click the bug icon in the top-right navigation bar (it looks like a small beetle/bug symbol).
3. The Report a Bug panel will open.
   

What You Can Attach

The bug reporter supports three types of attachments:

• Screen grab — Click "Capture a screen grab" to take an instant screenshot of your current view.
• Video — Click "Capture a video" to record your screen and show the issue happening in real time. This is the most helpful option for complex or hard-to-describe issues.
• File upload — Drag and drop a file, paste from your clipboard (Ctrl / ⌘ + V), or click "Browse for a File" to attach an existing screenshot or video from your computer.

Video Tips

• Videos up to 20MB are attached directly inside the ticket and play inline for the support team — no download needed.
• Videos larger than 20MB still work, but arrive as a download link that expires after 7 days.
• Please keep recordings under 20MB when possible. A good target is recording at approximately 1 Mbps, which produces roughly 7.5MB per minute of footage. Keeping the recording focused and brief also helps.

Filling Out the Report

1. What had happened? — Describe what went wrong in the text field. Be as specific as you can: what were you trying to do, what did you expect to happen, and what happened instead?
2. Client — Select the affected client from the dropdown (pre-filled if you have a client selected).
3. Bank — Select the affected bank if applicable.
4. Attach your screenshot or video.
5. Click Submit Report.

Once submitted, a support ticket is automatically created and routed to the LedgerSync team. You will receive a confirmation and can follow up by replying to the ticket email.

Why Use Video Instead of Describing the Issue?

Many support issues — such as a SmartVault sync not completing, a bank connection showing an unexpected error, or a feature not behaving as expected — are much faster to diagnose when we can see exactly what is happening on your screen. A short recording eliminates the need for a scheduled call in most cases and allows our team to investigate immediately.

Need Help?

If you have trouble submitting a bug report, contact us directly at support@ledgersync.com.