The three ways to get unstuck, and how to ask so you get a useful answer quickly.
Three ways to get unstuck, and none of them involve waiting on hold. This page explains what each one is for, what to expect, and how to ask a question in a way that gets you a useful answer quickly.
We are a small Canadian company. That means you get a real person rather than a call centre — and it also means it is worth asking well, because the reply comes from someone who will actually read it.
Everything in this library, plus the User Guide inside your account under Need Help?. Start here for “how do I” questions — most are answered in a couple of minutes, and each page has a Troubleshooting section for when something is not behaving.
For questions about using the program. Open Need Help? › Help Desk, describe what you are trying to do, and post it. A person answers, and you get an email when there is a reply.
Use this when something is not working as you expect, or you cannot find how to do something you are sure should be possible.
For anything beyond a question:
Ask before you build a workaround. The number of people who quietly maintain a spreadsheet alongside the system, for something that is a setting, is higher than it should be.
Feature requests genuinely get read. If something would make your week easier, send it. A fair amount of what exists arrived that way.
Report the small things too. A confusing label or an awkward step is worth telling us about — those are the cheapest things to fix and the most annoying to live with.
Check your email address is right. Replies are emailed as well as posted. If yours is out of date you will think nobody answered.
Tell us if a guide is wrong. These pages are maintained. If a step does not match what you see, that is a documentation bug and we want to know.
Support is not separate from the product here. The Help Desk knows your account, your Accountant can be given their own login, and onboarding help is aimed at the same setup decisions the guides describe.
The reason it is all free is the same reason the accounting is: an account that works gets used, and someone using it may later want a paid module or ask us to file their taxes. Helping you is the business model.
I posted to the Help Desk and heard nothing. Check your account email address and your spam folder. Replies appear in the Help Desk too, so look there.
I cannot see the Need Help section. It can be hidden in Custom Views like any other menu section. Switch it back on under User Settings.
My question is about billing. Use Submit Request and say so — billing questions go to a different person than product questions.
I found a bug. Help Desk, with the steps that produced it. If you can say what you did just before it happened, that usually solves it.
Yes, including onboarding help. There is no support tier to buy.
You will get an email when someone answers. We are small and Canadian, so we are not answering at 3am — but a real person reads every message.
Start in writing through the Help Desk or Submit Request. It means whoever answers can look at your actual account before responding, which usually resolves it in one exchange.
We will help you do it, and check it afterwards. For more involved work — a bookkeeping setup, a custom Invoice template — ask through Submit Request.
Yes. Tax preparation and filing for Canadian individuals and companies. Ask through Submit Request.
Send it through Submit Request. Say what you are trying to achieve rather than how you imagine it working — there is often already a way.
Every part of the program has help attached to it. This is where it lives. Need Help sits at the foot of the left menu.
And in the menu under your own name, top right.
Help Videos and Guides opens the full library. There is a short video for whatever you are about to do.
The User Guide is the written version. Open a section, and it explains the screens underneath it.
But here is the one worth knowing about. Every screen carries a question mark beside its title. It says what that screen is for, and takes you to the right part of the manual. Which means most of the time you never come to this page at all.
When something is actually wrong, that is the Help Desk. Pick the kind of help. Billing, technical, features, sales, or custom programming.
It already knows which page you came from. And this is the part people miss. Take a screen print, then press Control V anywhere on the form. The picture appears on the request. One screenshot tells us more than a page of description.
Submit a Request is the other door. Custom programming, training, a website, or something we have not built yet. Ask, and we will Quote it. And onboarding help is free. If you are stuck, just say so.
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