We'd rather jump in and investigate than have you troubleshoot in circles. If any of the following describes your situation, skip the self-help steps and ask for a human right away.
Ask for a human immediately if:
You see a raw error message or code — for example "invalid key ($arr$)", "no journal entries exist for the selected account", or anything that looks like an internal error.
A page is blank or white and a hard refresh didn't fix it — especially if it happens in more than one browser.
A button or control does nothing when you click it (no error, no response).
Something works in one binder but fails in another binder.
Your numbers don't match or don't balance — prior-year comparisons, balance sheet totals, or amounts that transferred incorrectly to your tax software.
A Tallybot or AI-generated entry looks wrong and you can't edit it.
Anything on the Billing page fails — a purchase won't go through, a button won't open, or a purchase isn't showing in your account. We'll handle it directly.
You've already tried a suggested fix and it didn't work. One failed attempt is enough — you shouldn't have to repeat the same steps.
How to reach a human
In this chat, type "talk to a human".
Include the link to the binder or page where the problem happens, plus a screenshot if you can — that lets us investigate immediately.
You can also email [email protected], but the chat is usually fastest.
During tax deadline season we treat these reports as our top priority.