Wait time for assistance

[Andrea69]

This is probably the worst service I have ever experienced in my life. After calling for help with technical difficulties with your product twice no-one has been able to help and all they can say is that I can wait for assistence from the Banking department but the wait time will be 2 HOURS and 53 MINUTES. Who has time to wait for that??

No call back option and NO WAY TO COMPLAIN.

Absolutely appalling service model.

[Tracey_H]

Hi @Andrea69 

Sorry to hear you've had that experience with our phone based teams. If you would like to provide feedback you can do so via the Feedback & Complaints channel on the Contact us page on our website.

We do also provide support via Live Chat and here on the Community Forum. If you need assistance please provide details of your issue and I'll be happy to help.

[Andrea69]

Tracey, how can I access the live chat for assistance?

[Tracey_H]

Hi @Andrea69 

You can connect with our Live Chat team on the Contact us page on our website by clicking on the green message button in the bottom right corner. You may need to scroll down the page for it to appear or check your pop-up blockers.

Alternatively, if you can provide details of your issue I'll be happy to help.

[Andrea69]

Hi Tracey

I can't see the green message button on my screen.

I have 2 problems:

Firstly I am unable to delete invoices that I wish to change. When I go to the invoice and click delete I get a message that says "something has gone wrong". This has happened repeatedly.

Secondly, I can't reconcile payments that have been made to me. I get the same message.

This is urgent, I really need to sort the se issues out before it gets even more confused.

[Tracey_H]

Hi @Andrea69 

You can get that error when trying to delete an invoice if a payment has been applied and the transaction reconciled. You would need to undo the reconciliation and delete the payment first.  Also check if the invoice has a surcharge transaction line, indicating an Online Invoice Payment surcharge. If it does use Find Transactions to find the related surcharge and delete this first. 

It's also worth clearing your browser cache and cookies when you're getting the Something went wrong error as this can resolve the issue.

For the second issue, can you tell me if you're getting that error in the Reconcile accounts window or Bank transactions window? A screenshot of the error would be great.

[Andrea69]

Hello again

The invoice has not been paid yet and therefore not been reconciled so I don't think that is the problem with being unable to delete.

I have attached a screenshot of the message I get for the 2nd problem which is reconciling payments.

[Andrea69]

Tracey, are you still there?

I am getting desperate, really need this sorted out asap!

[Melisa_D]

Hi @Andrea69, 

We have taken a look into this and have found the cause of the error, it is due to duplicates in the background of the file.  We have arranged to have your file repaired, the case number case01008531. Once our teams have fixed this they will email you an update. 

Do let me know how it goes. 

[Andrea69]

Hi Melissa, thanks so much for getting back to me!

Do you think this should fix both issues with the deleting and reconciling of invoices?

Andrea