When a bank connection needs your client to do something, such as enter a new password, sign in again, answer the bank's security check or sort something out with the bank, LedgerSync opens a help case for it in the Ask AI chat. The help case explains what is wrong and lets you fix the connection yourself or send your client a secure link to fix it.

Who can use it

Help cases are for users in your firm who can manage the connection. They are not shown to someone signed in with a client login.

Opening a help case

1. Go to Bank Connections > Summary.
2. In the Bank Connections list on the left, click the connection.
3. If the connection needs your client to do something, the Ask AI chat opens on its help case.

The chat opens this way at most once a day for each connection in the same browser. Selecting a connection any other way, for example when the page selects one for you, does not open it.

Each connection has one open help case, and the chat shows that same case each time it opens for the connection. If you already added the bank again through MX, clicking the old MasterCard connection shows that finished case again instead of starting a new one.

What the help case shows

The case starts with a message from LedgerSync that shows:

• A headline with the bank's name and what the connection needs, for example a bank name followed by needs new login details, needs reconnecting, needs verification or needs action at the bank. If the bank's name is not known, the headline starts with "Bank".
• The client.
• Issue: "not updating", with the date it stopped updating when LedgerSync can tell.
• Fix: what needs to be done.

Below the message are two buttons:

• Fix it now, or Add it myself via MX for a bank LedgerSync now connects only through MX.
• Send link to client.

An open help case updates itself, so you don't need to refresh it.

Fixing it yourself

Click Fix it now (or Add it myself via MX) and complete the bank sign-in. The result is then posted in the chat:

• "Thanks, the new sign-in for...": the sign-in went through. LedgerSync posts again once the connection is pulling data.
• "The sign-in was closed before it finished": the sign-in window was closed early.
• "The sign-in didn't go through": the sign-in failed.

If the sign-in did not go through, the message ends with "You can try again, or ask your client to fix it." and the two buttons appear again.

Sending your client a link

1. Click Send link to client.
2. Choose Text or Email.
3. LedgerSync writes a message for the problem, with your firm's name and the bank filled in. You can edit it before sending. Keep #LS_URL# in the message, because that is where the secure sign-in link goes. The message can be up to 1600 characters.
4. Click Send text or Send email. To change the channel, click Back.

For an American Express or Bank of America connection through MasterCard, the message asks your client to add the bank again through MX instead.

• Emails are sent right away.
• Texts are only sent between 11 a.m. and 9 p.m. Eastern. If you send one outside those hours, it is held and sent when the hours open. Before you click send, the message box shows when the text will be sent.

The chat then tells you what happened: that your client was texted or emailed a secure link, that the text is being held until texting hours, or "I couldn't send it:" followed by the reason. If it could not be sent, the two buttons appear again.

When the connection is fixed

When the connection works again, the chat posts a message starting with "Good news:". It says the bank is connected again and pulling data, or that it was added again through MX and the new connection is on the Bank Connections page.

American Express and Bank of America

MasterCard connections to American Express and Bank of America can no longer be repaired. For these, the help case offers Add it myself via MX instead of Fix it now. A connection to the same bank that already goes through MX or Statements & Checks is fixed the normal way.

Message you might see

• "This connection's help case is no longer open, so nothing was sent." The connection was fixed or the case closed while you were writing the message.