Hello there,
I tried multiple way but couldnt lodge ticket for support or your phone number. Since I upgrade to cloud, the file is broken and saw a lot of random transactions created which affected my bank reconcilliation. There was lot of transactions backed in 2008 to 2017 added it and gave my bank balance massively incorrect. Can I please get someone to contact us ASAP to fix this issue?
Hi QuinnieTr,
I'm sorry to hear this has been dragging on. If those older bank feed transactions need to be removed, our support team will need to help with that.
If the Support option in My Account changed or disappeared after the migration, it may be an access issue with My Account rather than something you’ve done wrong.
A good next step would be to ask the primary contact, billing contact, or account owner/admin to log a support request through My Account for you. They’ll usually have the right account access to do that.
In the request, I’d suggest mentioning that you need help with historical bank feed transactions for those dates, as support can assist with that. Our wait times are longer than usual, but rest assured that if you already lodge the support ticket, our support team would be able to help.
Regards,
Genreve
Hello there, any further progress? We are stucked here and cant finalise the year end for tax office.
Hi Princess,
We need a support from your team urgently and support ticket is currently disabled for our account when we logged in. Last time we used this support service was from upgrade the file from desktop to cloud and after that contact support function not allowed us to create ticket anymore. We tried Moca and didnt help, we tried to find the support phone number and there was none. I dont know how we can close the book. During business hours, if I can have someone to give my manager a call thats would be awesome, please reach out to her at our email address mailto:[email protected] so the phone number can be given.
Given this is an urgent request, can we please act this quickly?
Thank you.
Quinn
Hi QuinnieTr,
Sorry for the delay getting back to you, and for the trouble getting through to us.
Finding old transactions like this is tricky and will totally mess up the books. In some cases, if a reconciled transaction has been edited, it can show up as unreconciled again.
This isn’t something you should be left to sort out on your own. If you’re using AccountRight desktop, the quickest first step is to manually hide those transactions. If it’s a large range of transactions, we can get our bank feed team to do a back-end delete for a specific date range. You can reach them via live chat through MOCA (our virtual assistant) or by raising a support ticket in My Account.
Cheers,
Princess
