Purpose

This article outlines the scenarios that require submitting a support ticket to the LedgerSync Support Team, as well as situations where a ticket may not be necessary. It also outlines the required information to include when submitting a ticket to ensure efficient troubleshooting and faster resolution.

Note: This article will be updated as additional issues and error cases are identified

When to Submit a Support Ticket

A support ticket should be submitted when you encounter any of the following scenarios:

1. Login & Access Issues

• You are unable to log in to your account and have already attempted a password reset.
• Your account has been locked or deactivated unexpectedly.
• A user has been granted access but is unable to log in or view the correct permissions.

Refer to article: https://ledgersync.zohodesk.com/portal/en/kb/articles/i-have-been-locked-out-of-my-account-how-do-i-regain-access

2. Syncing Errors

• Data is not syncing between LedgerSync and connected accounts.
• A sync that was previously successful is now failing or returning errors.
• Synced data appears incomplete or inaccurate.

3. Account Management

• You need to update backend account information (e.g., username, email address, phone number).
• A user account needs to be created, modified, or deactivated.
• Changes to account permissions or roles are not reflecting correctly.

Refer to article:

4. Billing Issues

• You have been charged incorrectly or have a billing discrepancy.
• Your subscription or plan is not reflecting the correct tier or features.
• A payment has failed, and you require assistance resolving it.

5. General Errors

• You are encountering a system error or unexpected behaviour not covered above.
• A feature or function within LedgerSync is not working as expected.
• You are receiving error messages that are unclear or unresolvable on your end.

Required Information When Submitting a Ticket

To ensure your issue is resolved as quickly as possible, please include the following information when contacting support:

Account Details

• Client name / Account username / login details
• Email address associated with the account
• Accountant name (if applicable)
• Bank name

Issue Details

• A clear description of the issue or error being experienced
• Any error messages received (please include the exact message or a screenshot)
  

Need Help?

If you're unsure whether your issue requires a support ticket or if you need assistance submitting one, please contact LedgerSync Support at:

📧 support@ledgersync.com

Or connect with us via Live Chat by clicking the chat widget on the LedgerSync portal — our team will be happy to assist you.