When to Submit a Support Ticket
PurposeThis 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 identifiedWhen 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:
Or connect with us via Live Chat by clicking the chat widget on the LedgerSync portal — our team will be happy to assist you.
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