Every Wednesday afternoon, LedgerSync emails you a list of your clients whose bank connection is broken in a way only they can fix. From the email you can send all of them a link to fix it, by text or by email. Nothing goes to your clients until you press Send on the page the email opens.

When the email comes and who gets it

• It is sent on Wednesday afternoons, starting at 1 PM Eastern time.
• It goes to the firm owner, administrators and employees. Nobody needs to turn it on.
• The owner and administrators see every client of the firm. An employee sees only the active clients assigned to them.
• If none of your clients has a connection to list, you get no email that week.

Which connections are listed

The list shows connections that only the client can fix, through a link. A connection that uses your firm's own bank login is not listed, because your firm fixes it. A connection that no link can fix right now is not listed either.

Each row is one broken connection: the client, the bank and, when LedgerSync knows it, the date the connection broke (for example "since Oct 28"). A client with two broken connections appears on two rows.

The list has two parts:

• First, the clients you can send to.
• Then, under "Still not fixed after 3 reminders. A call may help more than another message", connections that have already had 3 fix messages since they broke. If LedgerSync doesn't know when a connection broke, it counts every fix message sent for it. You can't send to these clients from the email.

Within each part, the most recently broken connections come first, then clients are sorted by name. The email shows up to 25 rows in each part. If there are more, a line under the list says how many more clients there are, and the page you open from the email lists every client you can send to.

What the email says

The subject line counts the clients you can send to, not their connections:

• "1 client needs to fix their bank connection"
• "[number] clients need to fix their bank connection"
• "Clients still waiting to fix their bank connection", when every client on your list is in the part after 3 reminders. That email has no send buttons.

The email greets you by first name. When it has clients you can send to, it explains that their bank login changed, their bank wants a code, or their bank needs them to do something on its website. It then shows two buttons, Text these clients and Email these clients, followed by the list and an example of the message the first client would get. In the example, "(their own secure link)" stands in for that client's link. The example always uses the text message wording. The page you open next shows the wording for the option you chose.

At the bottom are a link to Communication Center, if you'd rather pick clients one by one with Notify Clients, and a Stop these emails link.

Sending the fix links

1. In the email, click Text these clients or Email these clients.
2. A page with the same title opens. It lists the clients that can still be sent to, shows the message for the first one, and tells you which email address you are sending as. LedgerSync keeps a record of every send.
3. Click Send.

The page then shows "Sending now" and how many clients LedgerSync is sending to. If any clients were left out, it shows how many. In a few minutes you get an email listing what went out and why any client was left out. Keep it as your record.

Each button in the email can be used once. If you use both, a client already being sent a message from the first one is left out of the second.

What your clients receive

• By text: a text message to the client's phone. A client LedgerSync can't text (texts turned off, no phone number, or they replied STOP) gets the message by email instead. A text that would arrive outside the client's texting hours waits until those hours start.
• By email: an email to every working email address saved for the client. The subject line is "[Your firm name] needs your help with your bank connection", or "Action needed on your bank connection" if your firm has no company name in LedgerSync.
• A client with no phone number or email address that reaches them is left out.

The message uses your firm's Issue template for that channel that is marked Default Template in Communication Center. If none is marked, LedgerSync uses your oldest Issue template for that channel. If you have no Issue template for that channel, it uses LedgerSync's standard fix message.

For a bank that LedgerSync now connects through MX instead, the client gets LedgerSync's standard message asking them to add the bank again, with a link to do that, instead of your template.

Each line in the email you get afterwards is marked "by text", "by email" or "a text waits for the client's hours", or gives the reason the client was left out.

Which clients are left out

LedgerSync checks the list again when you open the page, when you press Send, and again just before each message goes out. A client is left out if:

• they are no longer assigned to you, or no longer your firm's client
• their connection is no longer broken
• a fix message went to that connection in the last 24 hours
• a message to them is already queued from another send, from the other button or a colleague's email
• your firm's account or your access changed, so you can no longer send to them
• they have no phone number or email address that reaches them
• their bank can't be fixed from a link right now

When a send link no longer works

Instead of the list, the page you open may show one of these:

• Already sent: this button was already pressed. The page shows the date the list was sent and reminds you that the record is in your email.
• This link no longer works: send links work for 7 days, so use next week's email or Notify Clients in Communication Center. You also see this page if your LedgerSync login can no longer send to these clients.
• Nothing left to send: every client on the list fixed their connection, was messaged in the last day, is already getting a message, or is no longer yours. Nothing was sent.
• Sending is paused: nothing was sent. Try again later, or use Notify Clients in Communication Center.
• Too many tries: wait a few minutes, then try again.
• This page could not be opened: something went wrong on our side and nothing was sent. Wait a minute, then reload the page.

Turning off the weekly email

Click Stop these emails at the bottom of the email, then click Stop these emails on the page that opens. This turns off the weekly list for you only.

To get the weekly list again, email support@ledgersync.com.